Productivity & Management
OTRS: the service desk platform by EasyVista, supported across Latin America
OTRS is a service desk platform used to organise tickets, queues, SLAs and knowledge in IT operations. It is part of the EasyVista portfolio. Aufiero Informática handles licensing, implementation and support across Brazil and Spanish-speaking Latin America, in the local language and time zone.
Service desk, help desk, and ticketing system: what your operation needs
A help desk resolves specific user requests. A service desk manages the entire IT service catalog, with defined processes, service level agreements, and designated owners. A ticketing system is the tool that supports either one. OTRS covers all three levels: you can start with support and scale up to service management without changing platforms.
Who OTRS is for
IT teams that currently receive requests via email, WhatsApp, and spreadsheets simultaneously—and cannot say how many are open, how many have missed their deadlines, or who is responsible—can use OTRS to organize this into queues with defined deadlines, a logged history, and visible metrics, without having to ask anyone for a report.
Frequently Asked Questions about OTRS
A service desk platform for tickets, queues, SLAs and knowledge management, part of the EasyVista portfolio.
OTRS Community Edition is end-of-life and no longer maintained by OTRS, meaning no official security fixes or vendor support. The current platform is commercial, with a contract and vendor support.
Yes. SaaS, managed or self-hosted, depending on your infrastructure and data policy.
Aufiero Informática, with local contracts and support in Portuguese and Spanish.
