Sold by: bCloud LLC
Deployed on AWS
AWS Free Tier
This product has charges associated with it for seller support. OTRS (Open Ticket Request System) is a flexible and powerful ticketing system designed for customer service, IT support, and help desk operations. It streamlines issue tracking, improves customer experience, and enhances team collaboration.
Overview
OTRS 6.0.35 on Ubuntu 24.04 with Free Maintenance Support by bcloud
Secure, Open-Source Ticketing & Service Management Platform
OTRS on AWS Marketplace, provided by bcloud, delivers a production-ready, open-source ticketing and service management system designed for enterprise workloads.
Application Architecture
- Web layer- Apache HTTP Server with mod_perl
- Application layer- OTRS core engine (ticketing, workflows, ITSM modules)
- Data layer- MySQL-compatible database (local or external via Amazon RDS)
The bcloud AMI ships with all required components pre-installed and pre-integrated on Ubuntu 24.04 LTS, ensuring deterministic behaviour across environments.
What OTRS Is Used For?
- IT service management (ITSM, ITIL-aligned processes)
- Help desk and customer support
- Asset and configuration management (CMDB)
- Knowledge management and internal service portals
- Enterprise service management (IT, HR, Finance, Operations)
How OTRS Works on AWS?
- Launch the OTRS AMI from AWS Marketplace into an EC2 instance
- Instance boots with Ubuntu 24.04 and a fully configured OTRS stack
- Users access OTRS via a web UI for ticket handling and administration
- Email, API, and optional telephony integrations create tickets automatically
- Workflow rules, queues, SLAs, and automation govern ticket lifecycle
- Logs, metrics, and history are retained for auditing and analysis
Core Technical Benefits for AWS Marketplace
- Preconfigured AWS AMI- Ready-to-run EC2 image with no manual setup
- Enterprise-grade ticketing- Multi-queue handling, priorities, SLAs, ITSM workflows
- Scalable architecture- Horizontal scaling, ELB compatibility, Amazon RDS support
- Secure by design- RBAC, TLS encryption, full audit trails
- Cost-efficient- No per-ticket or per-agent fees; pay only for AWS usage
Security & Compliance Characteristics
- Ubuntu 24.04 LTS base OS
- Standard Linux hardening practices
- Transparent open-source codebase
- No proprietary agents or closed binaries
- Suitable for regulated and audit-sensitive workloads
Ideal Deployment Scenarios
- Enterprise IT support and ITSM platforms
- Security operations and incident response teams
- Internal service desks (IT, HR, Finance)
- Organisations migrating away from SaaS help desks
- AWS-native environments requiring customisation
Why Choose bcloud for OTRS?
bcloud provides more than a repackaged open-source image. It delivers operational readiness for AWS production environments.
- AWS-optimised, preconfigured Ubuntu 24.04 AMI
- Maintenance support for OS and OTRS updates
- Security patching and configuration guidance
- Issue resolution with no restrictions on customisation or data ownership
- Expertise in AWS infrastructure, Linux systems, and open-source platforms
- Faster time to production with reduced operational risk
Highlights
- Personalize dashboards for agents and managers for enhanced visibility.
- Monitor and enforce SLAs for timely resolution.
- Handle communication via email, chat, phone, and web forms.
Details
Sold by
Categories
Delivery method
Delivery option
64-bit (x86) Amazon Machine Image (AMI)
Latest version
Operating system
Ubuntu 24.04
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on actual usage, with charges varying according to how much you consume. Subscriptions have no end date and may be canceled any time.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
If you are an AWS Free Tier customer with a free plan, you are eligible to subscribe to this offer. You can use free credits to cover the cost of eligible AWS infrastructure. See AWS Free Tier for more details. If you created an AWS account before July 15th, 2025, and qualify for the Legacy AWS Free Tier, Amazon EC2 charges for Micro instances are free for up to 750 hours per month. See Legacy AWS Free Tier for more details.
Dimension | Cost/hour |
|---|---|
m4.large Recommended | $0.009 |
t2.micro | $0.001 |
t3.micro | $0.009 |
t3.large | $0.009 |
r3.large | $0.009 |
r4.large | $0.009 |
t2.large | $0.009 |
t3.medium | $0.009 |
t2.2xlarge | $0.009 |
t2.medium | $0.009 |
Vendor refund policy
No refund
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
64-bit (x86) Amazon Machine Image (AMI)
Amazon Machine Image (AMI)
An AMI is a virtual image that provides the information required to launch an instance. Amazon EC2 (Elastic Compute Cloud) instances are virtual servers on which you can run your applications and workloads, offering varying combinations of CPU, memory, storage, and networking resources. You can launch as many instances from as many different AMIs as you need.
Version release notes
Packaged with latest updates as of Jan/2025
Additional details
Usage instructions
Connect your instance via SSH, the username is ubuntu. More info on SSH: https://docs.aws.amazon.com/AWSEC2/latest/UserGuide/AccessingInstancesLinux.html - Run the following commands: #sudo su #sudo apt update Hit on browser - http://public-ip/otrs/installer.pl Use Database Details as below: Database name: otrs Database user: otrs Database Password: Enter_Instance_ID
Support
Vendor support
Feel free to reach out anytime. Our support team is available 24x7 for assistance.
Phone: +1 (408) 646-8523
Email: cloud@bcloud.ai
Website:
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
This product has charges associated with it for seller support and pre-configured stack (phpMyAdmin and Webmin). Intuz ((OTRS)) is a pre-configured, ready to run image on Amazon EC2 and has Apache2, MySQL, PHP, phpMyAdmin, Webmin, ((OTRS)) and Scripts which make it easy for you to use ((OTRS)).
TurnKey OTRS helps save you time and money by providing a ready-to-run OTRS solution that is secure, supported and easy to maintain. The system auto-updates itself with security fixes and is built in a transparent 100% open source process free of hidden backdoors.
This product comes preconfigured and ready to use, incorporating Docker optimizations and best practices refined through 16 years of experience implementing help desk solutions like OTRS, Znuny, and OTOBO. Additional charges apply for this advanced preconfiguration.
Enhance your product and price strategy with our comprehensive Car Data | Automotive Data and access 250+ datapoints on price, equipment, tech specs, and dimensions for the Light Commercial Vehicle segment. Updated monthly.
Customer reviews
No customer reviews yet
Be the first to review this product . We've partnered with PeerSpot to gather customer feedback. You can share your experience by writing or recording a review, or scheduling a call with a PeerSpot analyst.