OTRS

OTRS is a service management suite from OTRS GmbH covering ticketing, ITIL-aligned service management, asset management and a CMDB, knowledge management and an external customer portal. A process management engine models approval chains and multi-step service requests, and AI credits add ticket classification, summarisation and service suggestions. The managed edition stores data on German servers by default, with on-premise deployment also available; OTRS GmbH is a CVE Numbering Authority and ships monthly releases. Martin Edenhofer, who created OTRS, later founded Zammad — the other German helpdesk in this category.

OTRS GmbH builds the OTRS service management suite from Oberursel in Hesse, registered at the Frankfurt am Main local court under HRB 143059. The binding European terms put the contract under German law with the company’s registered office as the sole place of jurisdiction; the US, Singapore and Hungary entities are regional billing subsidiaries, not parents. Ownership runs up to EasyVista SAS in France, which completed the squeeze-out of OTRS minority shareholders in February 2026, and from there to the Euronext Paris-listed Eurazeo — European private equity throughout, with no US holding company.