OTRS is a Web-based help desk and ticket system that provides a tailored set of effective and field-tested features to help service organizations to manage requests more efficiently. It relieves service agents of routine activities and provides a transparent view of the current status of a customer's request at any time.

OTRS, which is short for Open-source Ticket Request System, is an open-source software package which a company, organisation or institution can use to assign tickets to incoming queries, thereby greatly facilitating the handling of support requests and other customer traffic.