As we wrap up another year, we are excited to share that OTRS has been recognized with multiple accolades from the Gartner Digital Markets brands – Capterra and Software Advice. Our product has been featured across various flagship reports released in 2024, including those for customer service and help desk software.
The Gartner Digital Market reports are derived from ratings by actual users of the products. For example, users have shared:
“Creating service request on users end is effortless through the use of mailbox. Updates also to service request can be made via emails as well as through sleek and modern panel that OTRS provides. Additionally, I also like that we can configure custom queues, auto responses, customer groups, ticket states and much more.” – [Source: Capterra]
“OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.” – [Source: Capterra]
“OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.” – [Source: Capterra]
Looking Ahead
This highlights the fact that 2024 has been a remarkable year for the company, filled with a new partnership to enhance device management capabilities and adapt to modern day workflow needs.
Yet, there is no slowing down. In 2025, OTRS Group solution management teams will continuously strive to increase the value of OTRS based on input and feedback from our customers.
“OTRS has always been a well-designed flexible solution for helping customers enhance their services through structure and communication capabilities,” said Andreas Hergert, OTRS Product Owner. “Now, however, we have reached another huge milestone in our quest to become a customer-centric organization by launching an interactive product road map in which customers – and potential customers – can collaborate directly with the product teams to help drive the product forward, thereby creating even more value for our users.”
For more information about OTRS and its software solutions for service management, visit www.otrs.com.
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About OTRS Group
OTRS Group is the manufacturer and the world’s largest provider of the enterprise service management suite OTRS. It offers companies industry-independent software solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solution STORM ensures efficient cybersecurity incident management and transparent documentation in accordance with standards such as ISO 27001.
Among its customers are Lufthansa, Porsche, BSI (Federal Office for Security in Information Technology), Helios Kliniken, Haribo, Bosch, and TUI Cruises. The company consists of OTRS AG and its five subsidiaries OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS Asia Pte. Ltd. (Singapore), OTRS do Brasil Soluções Ltda. (Brazil) and OTRS Magyarország Kft. (Hungary). OTRS AG is listed on the basic board of the Frankfurt Stock Exchange.
For more information, see www.otrs.com.
Press contact OTRS:
OTRS AG
Laura Bug
Zimmersmühlenweg 11
61440 Oberursel
Phone: +49 (0) 6172 681988 – 32
E-Mail: pr@otrs.com
Disclaimer:
The Gartner Digital Markets badges from Capterra, GetApp, and Software Advice are trademarks and service marks of Gartner, Inc. and/or its affiliates are used herein with permission. All rights reserved. Gartner Digital Markets badges constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner, Inc. or its affiliates.