OTRS

OTRS is a German service-management platform built around a flexible ticketing engine for customer service, IT service management, ISMS and SOAR use cases. ITSM modules cover ITIL-aligned incident, problem and change management with a CMDB and a Business Process Management engine, plus multi-calendar SLAs, escalation tracking, customisable real-time dashboards and KPI reporting. It integrates with SAP, Salesforce and HP Service Center via a generic interface and XSLT mapping. OTRS is sold as a custom-quoted subscription, generally in the range of USD 25–100 per agent per month, with a Community Edition still available.