01 · Cloud Computing
OTRS — deployment and support
We maintain existing OTRS installations (Community Edition and ((OTRS)) Community), deploy new ones where the client requires it, and carry out migrations to Zammad while preserving ticket history — because development of the OTRS community edition has ended.
Who it's for
Who uses this service
- Organizations running OTRS that need security and support
- Public institutions with OTRS built into their procedures
- Companies planning a migration but unable to do it overnight
When it makes sense
Signs that the time is right
- OTRS hasn't been updated in years and nobody knows whether it is secure
- The person who deployed it has left
- The board is asking about the cost of running a system without vendor support
Scope
What the service includes
Version, vulnerabilities, integrations, backups, performance.
Hardening, backup, monitoring, network isolation.
Administrator support, configuration changes, reports.
A new installation in a Polish DC or on the client's premises — if OTRS is required.
Assessment, data mapping, timeline for the move to Zammad.
Transfer of tickets, users and knowledge base; parallel operation; OTRS shutdown.
Process
How we work — four steps
Audit (1 week)
Installation status and risks; recommendation: maintain or migrate.
Hardening
Backups, updates, monitoring — immediately.
Maintenance or migration
Depending on the decision: SLA-backed support or a project to move to Zammad.
Closure
Documentation, decommissioning of the old system, data archive.
Outcome
What you get
- Installation audit report with recommendation
- Secured and monitored OTRS
- SLA-backed maintenance
- Plan and execution of migration to Zammad
- OTRS data archive
Questions
Frequently asked questions
Is OTRS still secure?
The community edition no longer receives security patches. It can be secured with isolation and monitoring for a transition period, but ultimately we recommend migrating.
How long does migration to Zammad take?
Usually 2–6 weeks, depending on the number of tickets and integrations. The systems run in parallel until cutover.
Will we lose our ticket history?
No — we migrate tickets, attachments, users and the knowledge base. For data that can't be transferred 1:1, we create a read-only archive.
Related services
Often combined with this service
First step
Let's talk about OTRS — deployment and support.
30 minutes, no slide deck. We'll tell you straight whether this service solves your problem, what scope makes sense and how much it costs.
A proposal with scope and pricing within 48 hours of the call.
Go to contact