OTRS

Originally developed as the Open-source Ticket Request System, OTRS provides a framework for managing communication and workflows across service desks, IT departments, and customer support teams. The platform offers configurable ticket handling, queue management, and process automation tools that can be tailored to individual organisational requirements.

Modules include functionality for performance measurement, reporting, and integration with third-party systems via APIs and connectors. In an educational context, OTRS can be deployed by institutions to manage IT helpdesk operations, facilities requests, and internal service workflows across departments.

The software supports multi-channel communication including email, web forms, and telephony, allowing requests to be tracked and routed to appropriate teams. OTRS is developed and maintained by OTRS AG, headquartered in Oberursel, Germany, with offices serving customers across Europe, the Americas, and Asia-Pacific regions.

The product is available in multiple language versions and offers both cloud-hosted and on-premises deployment options.