List of OTRS Help Desk Software Customers
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Since 2010, our global team of researchers has been studying OTRS Help Desk Software customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased OTRS Help Desk Software for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using OTRS Help Desk Software for IT Service Management include: Excelitas Technologies, a United States based Manufacturing organisation with 7000 employees and revenues of $1.00 billion, Bsi Germany, a Germany based Government organisation with 1650 employees and revenues of $280.0 million, Guede, a Germany based Distribution organisation with 180 employees and revenues of $105.0 million and many others.
Contact us if you need a completed and verified list of companies using OTRS Help Desk Software, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Bsi Germany | Government | 1650 | $280M | Germany | OTRS AG | OTRS Help Desk Software | IT Service Management | 2003 | n/a |
In 2003, Bsi Germany, the German Federal Office for Information Security, implemented OTRS Help Desk Software. The deployment used OTRS Help Desk Software as an IT Service Management platform to coordinate internal IT and security service processes across BSI's German operations.
The implementation emphasized core ticketing and incident management capabilities typical of IT Service Management solutions, including structured request intake, categorized ticket queues, workflow driven assignment, and service level tracking. Module usage for security incident and response management is inferred from BSI's security focus and OTRS product positioning, and these capabilities were used to support coordination of security investigations and remediation workflows.
The source does not list named external system integrations, and operational scope centered on internal IT and security teams supporting government information security functions in Germany. Configuration work focused on role based access controls, audit trails, and workflow templates to align with public sector governance and incident handling practices.
The early 2003 adoption provided an important public sector reference for OTRS in security related use cases, reinforcing OTRS Help Desk Software positioning for government IT Service Management. The record documents structural implementation signals for IT operations and security coordination, without recorded claims of costs or measurable outcomes in the source.
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Excelitas Technologies | Manufacturing | 7000 | $1.0B | United States | OTRS AG | OTRS Help Desk Software | IT Service Management | 2012 | n/a |
In 2012, Excelitas Technologies implemented OTRS Help Desk Software using Managed OTRS (OTRS::ITSM Gold) as a cloud-based IT Service Management ticketing platform deployed across multiple global sites, with operational focus on global and US IT service management. The deployment centralized incident intake and ticket lifecycle management under a managed cloud architecture, moving core help desk functions into a hosted operations model.
The implementation of OTRS Help Desk Software emphasized standard IT Service Management capabilities, including centralized ticketing, incident and service request workflows, SLA routing and escalation, role-based access controls, and knowledge base support. Configuration focused on aligning service request orchestration and incident management processes with corporate IT operations while leveraging the Managed OTRS operational model for platform maintenance and uptime.
Operational coverage extended beyond IT, with adoption by facility management and finance for cross-functional service intake and tracking, establishing a single service platform for multiple business functions. Administration was centralized to support multi-site operations, and governance concentrated on workflow standardization, request categorization, and SLA enforcement to ensure consistent response handling across sites.
The deployment improved performance and reliability and was adopted across IT and other functions such as facility management and finance, positioning OTRS Help Desk Software as the primary IT Service Management platform for Excelitas Technologies.
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Guede | Distribution | 180 | $105M | Germany | OTRS AG | OTRS Help Desk Software | IT Service Management | 2009 | n/a |
In 2009, Guede implemented OTRS Help Desk Software to manage technical service, complaints, spare part orders and general service inquiries across its dealer and retail network in Germany and Europe. The OTRS Help Desk Software deployment is an IT Service Management solution focused on customer service and after sales operations.
The implementation centralized incident and request ticketing, introduced automated routing and structured reporting workflows, and formalized queues and role based agent assignments to support case ownership. Functional workflows explicitly covered technical service, complaint handling and spare part order processing, aligning the system to after sales operations. The environment supports about 30 agents handling thousands of tickets monthly according to the published success story.
Operational coverage spanned Germany and wider Europe, extending across the company dealer and retail channels to unify service intake and case management. OTRS Help Desk Software provided the ticketing, routing and reporting capabilities expected of IT Service Management platforms to standardize triage and escalation processes.
Governance and workflow changes accompanied the rollout, with automated routing and reporting embedded into agent workflows to increase processing efficiency as reported. The implementation links Guede, OTRS Help Desk Software, the IT Service Management category and the business functions of customer service and after sales.
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