Our Response to the Announcement Published by the Developer of ((OTRS)) Community Edition
On the 23rd of December 2020, with just one week’s notice, OTRS AG released an announcement stating that by the 1st of January 2021 they will no longer support their products: OTRS 6 and ((OTRS)) Community Edition 6.
With repeated posts about potential security issues with version 6 of the software, OTRS AG is attempting to pressure users to switch to their paid product.
You don’t need to worry, though—our company will be supporting the free, open‑source ((OTRS)) Community Edition version, as well as keep developing it and building new features.
Call of Duty
For many years, we’ve been acting as reliable and dedicated technological partner for numerous clients, including companies like UK (a THG company), ManpowerGroup, and Bauer Media Group. These clients consider ((OTRS)) Community Edition Help Desk software to be of key importance to their business. We see it as our obligation to let our present and future clients feel confident and safe using a software solution that is supported and actively developed.
The community of OTRS users also includes non‑profit organizations and educational institutions—they should be able to keep using the software which they trusted.
Further Development of ((OTRS)) Community Edition
We’re committed to not only maintain and support the software, but also keep developing it and adding new features. A critical factor is making sure the system stays secure and reliable.
The Right Team for the Job
We have what it takes to maintain and keep improving the software:
✔️ 7 years of experience implementing ((OTRS)) Community Edition in businesses of different sizes, and tailoring it to specific needs of support, IT, HR, or accounting departments
✔️ An internal team of expert OTRS developers, with strong skills in web application technologies, knowledge of business processes, and ITIL best practices
✔️ Experience in extending the system and implementing new features and add‑ons, like Kanban Board, Web Chat, Ticket Checklists, and other packages
✔️ Successful integrations of ((OTRS)) Community Edition with other issue tracking applications and CRM/ERP systems (e.g. HP Service Manager, SAP, Jira), monitoring software, databases, etc.
✔️ Experience in providing training for users and administrators of ((OTRS)) Community Edition, gained from organizing many successful training sessions over past few years
We Love Open Source
The idea behind the open source movement has always been close to our hearts. We embrace open‑source projects and every month we make a donation to support a project selected by one of our team members.
Without doubt, the popularity of OTRS and the trust placed in it by its users is a result of the software being available as open source for 18 years. We strongly believe it should stay this way.
What Comes Next?
The documentation for the administrators, and developers of ((OTRS)) Community Edition is no longer provided by OTRS AG. Since it is a valuable resource for the community, we have decided to make it available again.
We have a vision of how we want to proceed and what we plan to achieve in 2021.