> Guide to OTRS GDPR compliance covering EU hosted ticketing, session cookies, data protection, and practical compliance steps for this German helpdesk platform.
>
> Canonical: https://www.flowconsent.com/en/services/customer-support/otrs

Customer support

# OTRS

Preferences · [Official website](https://www.otrs.com)

OTRS is a service management and ticketing system available as open source (community edition via Znuny) or commercial cloud service by Rother OSS GmbH (Germany). It provides ticket management, ITIL processes, customer portals, and workflow automation. EU based and EU hosted, OTRS is a strong GDPR compliant helpdesk option.

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At a glance

- Category

  [Customer support](https://www.flowconsent.com/en/services/customer-support)

- Consent

  Preferences

- Prior consent

  Not required

- Documented cookies

  2

- Third-party domains

  2

- Servers

  Self hosted: customer controlled. OTRS Cloud (Rother OSS GmbH): EU (Germany)

Overview

## What does OTRS do?

## **What Is OTRS?**

OTRS is a service management and ticketing system from Germany. The open source community edition (Znuny) is self hosted. The commercial version by Rother OSS GmbH offers EU cloud hosting (Germany). OTRS provides ITIL processes, ticket management, customer portals, and workflow automation. EU based and EU hosted, it offers strong GDPR compliance foundations. Session cookies for authenticated users. Legal basis: contract or legitimate interest. Steps: DPA for cloud, RBAC, retention, DPIA if sensitive ITSM data. Alternatives: Zammad, osTicket, FreeScout, ServiceNow.

Compliance

## OTRS and the GDPR

- Legal basis

  Contract performance (Art. 6(1)(b)) or legitimate interest (Art. 6(1)(f)) for support operations

- Risk level

  low

- Applicable regulations

  GDPR, ePrivacy, UK GDPR, ISO 27001 (OTRS Group)

### Impact assessment (DPIA)

DPIA recommended for large scale support operations. EU based (Germany) and EU hosted reduces risk. Assess: ticket content, customer portal data, email integration, ITIL process data, file attachments.

### Sample text for your banner

> This site uses OTRS for service management. Data is processed by Rother OSS GmbH (Germany, EU). Please refer to our privacy policy.

Cookies and trackers

## What OTRS sets and contacts

- Tracking method

  self hosted or cloud ticketing system, session cookies, email integration, ticket workflow automation, customer portal

- Server location

  Self hosted: customer controlled. OTRS Cloud (Rother OSS GmbH): EU (Germany)

- Cookieless mode available

  Yes

### Cookies set (2)

| Name                  | Type           | Duration | Purpose                                  |
| --------------------- | -------------- | -------- | ---------------------------------------- |
| OTRSAgentInterface    | authentication | Session  | Agent session cookie for OTRS dashboard. |
| OTRSCustomerInterface | authentication | Session  | Customer portal session cookie.          |

### Third-party domains contacted (2)

- `otrs.com`
- `portal.otrs.com`

Questions

## Frequently asked questions about OTRS

Can't find your question? Write to us, we answer fast.

[Write to us](https://www.flowconsent.com/en/demo)

### Cookies?

Session cookie. CSRF token. No third party cookies.

### Consent required?

Not for internal use. Customer portal session cookies may need notice.

### Legal basis?

Contract performance or legitimate interest.

### Transfers?

No. German company, German hosting for cloud. Self hosted: full control.

### DPIA?

If processing sensitive ITSM data at scale.

### Compliance?

DPA for cloud, RBAC, retention, email integration security, DPIA.

### Alternatives?

Zammad, osTicket, FreeScout, ServiceNow, Jira Service Management.

### Cookie policy?

Document session cookie if public. EU hosting simplifies everything.

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