OTRS Alternative: Znuny, OTOBO, KIX or AI Support?

A new ticketing system doesn’t solve a single ticket. It just sorts them more nicely.

Short verdict: For years, OTRS was the standard ticketing system for many German-speaking IT departments and MSPs – free, self-hosted, flexible. Since the Community Edition was discontinued at the end of 2020, operators face a choice: switch to commercial OTRS, move to one of the open-source forks (Znuny, OTOBO, KIX) – or think about the ticketing system differently. If your main goal is to relieve first-level support, AI support on the device often gets you further than a new ticketing system.

What happened to OTRS?

OTRS discontinued the free Community Edition at the end of 2020; since then, OTRS has only been available as a commercial product. For operators of the old Community version, that means: no more security updates from the vendor.

Several open-source successors have emerged from the Community Edition:

• Successor: Znuny – Approach: direct continuation, high compatibility with OTRS; As of 2026: active main version and LTS version
• Successor: OTOBO – Approach: modernized interface, migration tools from OTRS; As of 2026: active
• Successor: KIX – Approach: own interface, focus on ITSM; As of 2026: active

All three typically run self-hosted; some providers also offer hosting or support contracts.

Why do many people look for an OTRS alternative?

Rarely because of the ticketing system itself – more often because of operations, updates, and missing new features.

• Security updates: The old OTRS Community Edition no longer gets any. If you still run it, you should switch – that is the most common reason.
• Operating effort: Self-hosted OTRS needs a server, database, updates, and backups. In small IT teams, this often ends up with one person.
• Migration: Moving to a fork or another system is a project – data, templates, automations, interfaces.
• No AI, no view of the device: A ticketing system organizes reports. It doesn’t solve the problem on the user’s computer.

OTRS, Znuny & co. and SuperSupport compared

• Category – OTRS / Znuny / OTOBO / KIX: Ticketing system / ITSM; SuperSupport: AI support for end users
• License – OTRS / Znuny / OTOBO / KIX: forks open source, OTRS commercial; SuperSupport: per seat
• Ticketing, queues, templates, SLA – OTRS / Znuny / OTOBO / KIX: yes, core function; SuperSupport: chat is the case
• Email inbox as intake – OTRS / Znuny / OTOBO / KIX: yes; SuperSupport: chat on the device
• AI for end users – OTRS / Znuny / OTOBO / KIX: no, or via extensions; SuperSupport: core function
• Diagnosis and resolution on the device – OTRS / Znuny / OTOBO / KIX: no; SuperSupport: yes, own agent on Windows and macOS
• Maintenance, updates, backups – OTRS / Znuny / OTOBO / KIX: operator’s job; SuperSupport: vendor’s job
• Multi-tenant for MSPs – OTRS / Znuny / OTOBO / KIX: via customer users/queues; SuperSupport: yes, from the ground up
• Origin – OTRS / Znuny / OTOBO / KIX: Germany; SuperSupport: Austria

Where is the biggest difference in everyday use?

A ticketing system takes in the report “Excel says the file is locked” and forwards it to a technician. SuperSupport clarifies it in conversation.

The agent checks on the device which Office user name is set, looks in the folder for leftover lock files, and removes them after approval. The case is described in Excel file locked by another user. The ticketing system only gets the cases that really need a technician.

Alternative or complement – what fits whom?

An OTRS fork (Znuny, OTOBO, KIX) fits if …

• you want to keep a proven, self-hosted ticketing system with queues, templates, and SLA,
• email is the most important intake channel,
• you want to keep control of servers and data yourself and can handle the operations.

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IT support that fixes itself.

SuperSupport fixes IT problems right on the device, before they turn into tickets. Try it free for 14 days.

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SuperSupport in addition to the ticketing system fits if …

• the ticketing system should stay,
• but first-level support should be resolved beforehand in chat on the device – open cases move on as a ticket.

SuperSupport instead of your own ticketing system fits if …

• you want to get rid of operating a self-hosted system,
• the work mainly consists of recurring user requests (AI relief for IT teams),
• as an MSP, you support many tenants (AI support for MSPs).

What other OTRS alternatives are there?

Hosted ticketing systems to consider are Freshservice, Jira Service Management, HaloITSM, and ManageEngine; European vendors are TOPdesk, Matrix42, and Serviceware. For MSPs with RMM, Atera also brings its own ticketing.

What does SuperSupport offer?

SuperSupport takes over first-level IT support by chat: the user describes their problem, the agent diagnoses directly on the Windows or Mac device, fixes harmless things itself, and submits anything sensitive to IT for approval. Every step is logged, every chat is also the case – and can be handed over as a ticket to an existing system if needed. Developed in Austria.

Frequently asked questions

Is the free OTRS Community Edition still available?

No. OTRS discontinued the free Community Edition at the end of 2020. Since then, OTRS itself has only been available as a commercial product. Open-source development continues in forks such as Znuny, OTOBO, and KIX.

What is Znuny?

Znuny is the direct continuation of the OTRS Community Edition as an open-source ticketing system. There is a long-term support (LTS) version and a current main version; both continue to be maintained.

What is the difference between Znuny, OTOBO, and KIX?

All three descend from OTRS. Znuny stays close to the original and emphasizes compatibility. OTOBO has modernized the interface and offers migration paths from OTRS. KIX has moved further from its origin with its own interface and a focus on ITSM.

Can I keep my OTRS and still use AI in support?

Yes. SuperSupport can take over first-level support in chat and hand open cases over as a ticket to an existing ticketing system. The ticketing system stays, and the user gets help directly in chat.

Why are many people moving away from self-hosted OTRS?

Because running, updating, and securing a self-hosted system takes time, the old Community release no longer receives security updates, and modern features such as AI or mobile use are missing.

14 days free

IT support that fixes itself.

SuperSupport fixes IT problems right on the device, before they turn into tickets. Try it free for 14 days.

Start free trial