OTRS continuously delivers new features and enhancements for its users. These go far beyond the basic functions of a ticketing system, creating significant value. Customer-specific requirements and modern focus areas like AI services and automation are key to simplifying work and increasing efficiency.
The ((OTRS)) Community Edition does provide some essential functionality, but it lacks many of the core capabilities expected in a modern service management system. This gap becomes even more apparent in today’s fast-paced tech landscape, where real leaps in productivity and performance matter more than fleeting trends.
This article provides a concise overview of how modern OTRS features make the switch from the ((OTRS)) Community Edition worthwhile.
Key Advantages of the New OTRS Features
Since the ((OTRS)) Community Edition is based on older versions of OTRS and has not been supported by OTRS AG since 2020, it serves as a basic foundation but lacks modern features and critical developments. Only the new managed OTRS provides professional-grade security with regular updates and patches.
Here are the key OTRS functionalities that the ((OTRS)) Community Edition lacks – and the major benefits that come with them:
#1 Workflows and Automation
Process management, web services, and the Generic Agent enable automated workflows and seamless data exchange within OTRS or between OTRS and other systems. This reduces manual effort and increases efficiency.
In the Process Manager, users can simply position activities on the screen and connect them with sequence flows. These flows may require user input or automatically execute tasks such as pushing/pulling data, setting attributes, sending emails, creating articles, or linking tickets.
Thanks to web service support, OTRS can even send data directly to ERP or CRM systems.
#2 Kanban View and Resource Planning
The Kanban view offers clarity, flexibility, and greater efficiency. It can be organized by status, priority, and more. Users can drag and drop tickets between collapsible columns with ease.
The improved OTRS calendar keeps you informed and provides a clear view of all appointments – whether meetings, workshops, or absences. Multiple views allow you to tailor the display to your specific needs.
For example, the resource calendar gives a complete overview of your team’s availability and lets you assign appointments like field service visits to agents via drag and drop.
#3 Translation Management
Our interface supports over 40 languages. Each agent can choose their preferred language in their personalization settings. In the ((OTRS)) Community Edition, custom translations had to be done via command line and required access to the file system.
In contrast, OTRS allows you to add translations directly through the admin interface – no special knowledge or access rights needed. Agents can add translations themselves if required.
#4 Updated User Interface
With customizable widgets, the dashboard offers a comprehensive overview of business objects and statistics. Tickets can be created quickly and dynamically using dropdown menus and input fields.
Depending on the selected input, additional fields appear to collect more information. The external interface functions as a self-service portal for customers and employees, featuring knowledge base articles, updates, and more. The service catalog lets users create process tickets for their requests.
Agents can use the sidebar organizer to create and label lists of tickets, customers, and other business objects. These lists are accessible from any screen.
#5 CMDB Integration with Other Tools
The Configuration Management Database (CMDB) supports asset management by showing relationships between configuration items (CIs), incidents, and changes. It tracks CIs and their status, linking them to relevant tickets and change processes. This gives teams full visibility into their IT environment.
A recent OTRS enhancement allows the CMDB to connect easily with tools like EV Reach. This provides an instant central view of IT assets and comprehensive monitoring—a major step toward robust, full-scale IT security.
#6 REST API
The REST (Representational State Transfer) API makes it easier to integrate OTRS with other systems. By enabling communication between OTRS and external applications, workflows can be automated. Improved interoperability leads to smoother operations and more efficient data exchange.
#7 Enhanced Reporting and Statistics
The latest OTRS version includes robust tools for generating reports and statistics on Service Level Agreements (SLAs) and ticket volumes. A statistics module lets users create various reports – e.g., total tickets by type, priority, status, queue, or service.
Reports can be scheduled and automatically generated in formats such as PDF, providing valuable insights into performance metrics. This supports better decision-making.
These features give companies the data-driven insights they need to monitor performance, ensure SLA compliance, and identify areas for improvement – ultimately boosting customer satisfaction.
New AI Services
In addition to the above features, OTRS users can access a range of AI services. Using AI credits, you gain access to cutting-edge tools that enhance service quality, increase productivity, and save valuable time in daily operations.
Available AI features include:
- Ticket classification and service descriptions
- AI-powered response generation
- Sentiment analysis
- Real-time translations
- Unified knowledge access
How to Start Your OTRS Project
With OTRS, you benefit from regular updates, exciting new features, and top-tier customer support. We offer a personalized solution tailored to your requirements.
There are three flexible ways to get started with OTRS:
1. Project Transition (SaaS)
Enjoy the full benefits of our SaaS offering. We update your system to the latest version hosted in our OTRS Private Cloud.
Automatic updates, patches, and backups keep your system current. Location doesn’t matter – you can access OTRS from anywhere.
2. Project Migration (On-Premise)
With OTRS On-Premise, you retain full control. We update your system to the latest version while all data remains on your servers. You maintain full autonomy and can access OTRS from any device.
3. New System or Preconfigured Solution
We’ll build a system for you – either from scratch or as a preconfigured solution. A brand-new OTRS system is tailored to your exact requirements, and you can choose between SaaS or on-premise.
Our turnkey solutions come preloaded with helpful features, making them fast to implement and highly reliable from day one.
Conclusion: Why Switching to OTRS Makes Sense
Users of the ((OTRS)) Community Edition are several years behind the times. While it may be sufficient for basic tasks, it falls short in terms of productivity, time savings, and service quality.
In today’s rapidly evolving landscape, every new development brings progress. OTRS is no different. Its new, improved, and technically advanced features offer capabilities that ((OTRS)) Community Edition users can only dream of.
But why dream when you can make it a reality? Switching to OTRS is a smart move. Beyond just security, design, and scalability, the modern features provide plenty of reasons to make the leap. The biggest one: work gets easier and more effective.
In short, OTRS is a powerful driver of business value creation.
