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Features

GOTRS helps support teams manage customer requests efficiently. See what agents, customers, and administrators can do.

For Support Agents

Everything your team needs to handle customer requests efficiently.

GOTRS Agent Dashboard

Unified Dashboard

See what needs attention at a glance—open tickets, pending items, unassigned requests, and today's activity.

Ticket Management

Create, view, and update tickets. Assign to colleagues, set priorities, and track every interaction with full history.

Queue-Based Workflow

Organise work by team or topic. Agents see only the queues they have permission to access.

Rich Communication

Rich text editor with templates and automatic variable substitution. Respond faster without losing the personal touch.

Bulk Operations

Select multiple tickets and update them in one action—change state, reassign, or add notes to many at once.

SLA Monitoring

See which tickets are approaching deadlines. Escalation indicators help you prioritise what's urgent.

Internal Notes

Add notes that only agents can see. Collaborate with colleagues without cluttering the customer conversation.

Phone & Email Entry

Log phone calls as tickets. Incoming emails automatically create or update tickets with proper threading.

Dark & Light Themes

Switch between light and dark modes with one click. The entire UI adapts—forms, editors, and all.

For Customers

A self-service portal that lets customers help themselves—and get help when they need it.

GOTRS Customer Portal

Self-Service Dashboard

Customers see their open and recent tickets at a glance, with clear status indicators.

Easy Ticket Submission

Submit new requests through a simple form. Select the right service to ensure it reaches the right team.

Track Progress

Follow ticket status from submission to resolution. See agent responses and add more information.

Knowledge Base Coming Soon

Search for answers before submitting a ticket. Common questions answered instantly.

Company Account View

See tickets from your organisation, not just your own—useful for team leads and managers.

Profile Management

Update contact details and change password without contacting support.

Dark & Light Themes

Choose the look that suits you. Your preference is saved automatically.

For Administrators

Configure, automate, and integrate GOTRS to fit your organisation.

Queues & Groups

Create queues for different teams. Control access through group permissions.

User Management

Manage agents, assign roles, control access. LDAP authentication supported.

GenericAgent Automation

Schedule automatic actions: close stale tickets, send reminders, escalate overdue items.

Access Control (ACLs)

Dynamically show or hide form fields, states, or queues based on ticket properties.

Email Routing

Configure mail accounts, postmaster filters, and auto-responses for incoming email.

Dynamic Fields

Add custom fields to tickets—7 field types including webservice fields for external APIs.

Templates & Signatures

Create response templates for common scenarios. Define signatures per queue.

External Integrations

Connect via REST or SOAP APIs using GenericInterface. Push data out or pull it in.

Notifications

Configure who gets notified and when. Customise email templates per event.

SLA Configuration

Define response and resolution targets. Track compliance and highlight breaches.

Built for Technical Teams

Modern architecture, security-first design, and easy deployment.

Performance & Stack

  • Backend: Go 1.24+ with Gin framework
  • Frontend: HTMX + Alpine.js + Pongo2
  • Database: MariaDB/MySQL or PostgreSQL
  • Cache: Valkey (Redis-compatible)
  • Search: Zinc (Elasticsearch-compatible)

Security

  • Rootless container architecture
  • Security scanning in CI (gosec, Trivy, Semgrep)
  • Runs as non-root user (UID 1000)
  • Session management with configurable timeouts

Deployment

  • Docker and Podman with auto-detection
  • Helm chart for Kubernetes
  • Multi-stage builds with BuildKit
  • Multi-arch support (amd64, arm64)

OTRS Migration

  • Compatible database schema (116 tables)
  • Import existing tickets and users
  • Familiar concepts: queues, states, priorities
  • MariaDB/MySQL and PostgreSQL support

Internationalisation

  • 15 languages included
  • RTL support (Arabic, Hebrew, Persian, Urdu)
  • Easy to add new translations

Open Source

  • Apache 2.0 licensed
  • Community-driven development
  • No vendor lock-in
  • Transparent roadmap

What's Next?

We're actively developing GOTRS. Here's what's on the roadmap:

Knowledge Base

Customer-facing FAQ and article system

Reporting & Analytics

Ticket volume, response times, agent performance

Process Management

Multi-step workflows with approvals

REST API v2

Modern API for custom integrations

OAuth2

Social and enterprise SSO options

The full ROADMAP.md is over at GitHub. Want to influence what comes next?

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