1. [Home](https://www.g2.com/) 2. ... 3. [Service Desk Software](https://www.g2.com/categories/service-desk) 4. [OTRS Discussions](https://www.g2.com/products/otrs/discuss) [ ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/large_detail/large_detail_0157ad1d37fb7147926dce08353419c5/otrs.png "Product Avatar Image") ![Reward for good OTRS reviews](https://images.g2crowd.com/uploads/report_medal_translation/image/27017/medal.svg "Reward for good OTRS reviews") ](/products/otrs/reviews) [ OTRS ](/products/otrs/reviews) (38)4.4/5 OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management. Teams can automate repetitive tasks, standardize service processes, route and prioritize requests, and give users greater visibility into the status of their support needs. OTRS can be used across IT service management, service desk, customer support, and other enterprise service management use cases. Its configurable approach allows organizations to adapt workflows and processes to their specific requirements while maintaining the structure needed to deliver consistent, efficient service. With automation and AI-powered capabilities, OTRS helps service teams reduce manual work, improve response and resolution times, and deliver a better experience for both agents and users. Show More * * * ### 56.0 Nps Score Already have OTRS? ### All OTRS Discussions Search Most CommentedMost HelpfulCommon QuestionsNewest All DiscussionsDiscussions with CommentsCommon QuestionsDiscussions without Comments FilterFilter Filter byExpand/Collapse Sort by Most Commented Most Helpful Common Questions Newest Filter by All Discussions Discussions with Comments Common Questions Discussions without Comments ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • about 3 years ago More Options - [ # What is OTRS used for? ](/discussions/what-is-otrs-used-for) What is OTRS used for? [ help desk software ](https://www.g2.com/tags/help-desk-software)[ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • almost 4 years ago More Options - [ # Which module transforms data into required format in OTRS? ](/discussions/which-module-transforms-data-into-required-format-in-otrs) Which module transforms data into required format in OTRS? [ help desk software ](https://www.g2.com/tags/help-desk-software)[ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • about 4 years ago More Options - [ # How much does Otrs cost? ](/discussions/how-much-does-otrs-cost) How much does Otrs cost? [ help desk software ](https://www.g2.com/tags/help-desk-software)[ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • over 4 years ago More Options - [ # What does Otrs mean? ](/discussions/what-does-otrs-mean) What does Otrs mean? [ help desk software ](https://www.g2.com/tags/help-desk-software)[ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Pinned by G2 as a common question](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pinned by G2 as a common question") G2 Pinned by G2 as a common question • over 4 years ago More Options - [ # Why is a system such as OTRS necessary for service desks? ](/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks) Why is a system such as OTRS necessary for service desks? [ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools)[ help desk software ](https://www.g2.com/tags/help-desk-software) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") G2 Verified User in Computer Software • almost 7 years ago More Options - [ # What is the future of OTRS? ](/discussions/what-is-the-future-of-otrs) IT Industry [ IT Service Management Tools ](https://www.g2.com/tags/it-service-management-tools)[ help desk software ](https://www.g2.com/tags/help-desk-software) * * * (true)\<0\>0\>Upvotes (false) * * * 0 Comments [![linkedin](/assets/social-logos/linkedin-afe65e46604a5bd5105ab9c856116204040b6b3f2b2d42562fc8071ca0c48ca0.svg "linkedin")](https://www.linkedin.com/shareArticle?mini=true&summary=Ask+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.&title=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![twitter](/assets/social-logos/twitter-61aaec80434c71387b8f7326e480592eae71c0a65afd051d66fce9b75a9bf417.svg "twitter")](https://twitter.com/intent/tweet?text=OTRS+Discussions+%7C+G2&url=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss&via=G2dotcom) [![facebook](/assets/social-logos/facebook-350d0b410d6b10debcf893050e803a8633d53561aa42807b087b8daf9be3668f.svg "facebook")](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss) [![gmail](/assets/social-logos/gmail-6db42f21e7c254fae201b112bef0dd15d25223a5cbb32691ce80eab43761eadf.svg "gmail")](https://mail.google.com/mail/?view=cm&fs=1&tf=1&to=&su=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) [![mail](/assets/social-logos/mail-d55c53b04bf49872e40cd2443b85a99caa23394e6cf154ae32a9d08377c15d86.svg "mail")](mailto:?subject=OTRS+Discussions+%7C+G2&body=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%0aAsk+OTRS+questions+and+get+answers+from+expert+users+in+our+OTRS+Discussions+section.) ![copy_link](/assets/social-logos/copy_link-05d8dc5dc8576fc78425ad34d07241b060878835e555a30417ff41c18335e575.svg "copy\_link") ## Start a New Software Discussion Have a software question? Get answers from real users and experts [Start A Discussion](/products/otrs/discussions/new) * * * ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "Product Avatar Image") ### Have you used OTRS before? Answer a few questions to help the OTRS community [ Yes ](javascript:void(0))[ Yes ](https://www.g2.com/login?context=product_review&return_to=https%3A%2F%2Fwww.g2.com%2Fproducts%2Fotrs%2Fdiscuss%3Fsmall_ask%3Dotrs) No