Which tools does OTRS integrate with?

OTRS

🇩🇪 DE

German helpdesk and ITSM platform with ticketing, workflows and CMDB

EU hostedGDPRISO/IEC 27001ITIL 4

OTRS is a German helpdesk and ITSM solution for enterprises. It offers ticketing, workflow automation, a configuration management database and ITIL 4 certified processes. Data centers are ISO 27001 certified and hosted in the EU. Pricing is quote-based.

Features

Service desk and ticketing

Centralized ticket handling
Configurable request forms and workflows
Customer and employee self-service portal
Service-level and escalation management
Ticket mirroring
Dynamic fields and audit-proof records

IT service management

Incident, problem, and change management
Service catalog
CMDB and asset management (up to 1,000 assets/CIs in Starter, unlimited in Pro)

Workflow automation

Configurable processes
Automated ticket categorization and assignment

AI services

Incoming and outgoing message translation
Ticket categorization
Text summarization
AI credits included in some packages

Security and device management

SOAR and ISMS capabilities
FileWave-powered device management (policy enforcement, monitoring, patch deployment, remote wipe, encryption)

Reporting and administration

Service and SLA overviews
Data analysis and operational reporting
REST API and generic-interface integrations
Web services and test system (Advanced and Pro)

Pricing

Pricing is quote-only. Confirm availability and exact terms with OTRS.

EU Trust Profile

What we verified against public sources, last checked 2026-10-24. Every point links to its evidence.

European legal entityOTRS AG, Oberursel (DE)
Registered in the commercial register B of Amtsgericht Bad Homburg v. d. Höhe, HRB 10751.
Evidence →
Data Processing Agreement (DPA)
Includes EU Standard Contractual Clauses and is accessible via the customer portal.
Evidence →
Trust center / security page
Evidence →
ISO 27001
Claimed for OTRS data centers.
Evidence →
Self-hosting available
On-premises option managed in the customer’s own data center.
Evidence →
Documented data exportCSV
Application-level export via Import and Export templates.
Evidence →

We list only what we could verify against a public source on the check date. A point that is absent was not established either way — it is not a finding against the vendor. The vendor's own information prevails.

Work at OTRS?

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OTRS — verified European company on tech-from-europe.eu

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Reviews

Recurring themes, synthesized from public reviews across portals.

What users value

Flexible ticket workflows with configurable queues, states and priorities
Effective incident, problem and change management
Email-to-ticket and email-based ticket updates
Highly customizable to fit organizational processes
Self-hosting option with no per-agent fees in some deployments
Cost-effective for certain use cases
Prompt and knowledgeable support in some cases

Where users see room to improve

· Steep learning curve and complex setup
· Austere or unintuitive interface, especially for new users
· Limited out-of-the-box reporting and SLA functionality

Integrations

AsanaActive DirectoryAzureSAPSalesforceHP Service CenterMicrosoft Power BIEV ObserveEV ReachFileWave

OTRS: frequently asked questions

Which tools does OTRS integrate with?: OTRS connects with Asana, Active Directory, Azure, SAP, Salesforce, HP Service Center, Microsoft Power BI and EV Observe, plus 2 more integrations we found.

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Feature, pricing and integration details are based on web research (as of 2026-10-24), without guarantee, errors are possible. The vendor's website prevails.