CometDesk
SELF-SERVICE, REDESIGNED

Evolve OTRS CE.
Skip the risky migration.

Turn the OTRS CE you already run into a modern Service Desk with a responsive Self-Service Portal and No-Code Forms.

No data migrationNo downtimeNo retraining

12+ YEARS OF BUILDING AND RUNNING OTRS FOR INDUSTRY LEADERS

enel-medUK2Bauer Media GroupManpowerGroup
FOR END USERS

An intuitive Self-Service Portal for any screen

Full context on every ticket. Threads you can actually follow. A better experience for internal and external tickets, on any device.

Switch views to see it on another device
customer.cometdesk.com
CometDesk portal — ticket details in the Centuran help center
FOR DECISION-MAKERS

Fewer repeat tickets. Faster resolution.

A well-designed Self-Service Portal takes pressure off your support team. The Knowledge Base solves common issues 24/7, and smart ticket forms get every detail your team needs on the first try.

Switch views to see the Customer Portal in action

customer.cometdesk.com

100% context. Lower MTTR.

End the costly email back-and-forth and lower the cost of every ticket. Smart forms ask the right questions for each issue type and return clean, structured data. Your support team can act right away and close cases on first contact (FCR).

FOR ADMINS

Configure everything. Code nothing.

Build and customize a modern Self-Service Portal using Drag & Drop. No developers, no system changes, and no risk of breaking your OTRS templates.

Switch views to see the before and after

customer.cometdesk.com
Ticket form

No-Code Builder

Build ticket forms with Drag & Drop, without touching XML files or getting lost in SysConfig.

Complete Data Up Front

Add conditional logic, validation, and field hints so more tickets get solved on first contact (FCR).

Auto-Triage

Send every ticket to the right queue and type automatically, so Tier 1 spends less time sorting.

FOR DEV & DEVOPS TEAMS

A modern frontend stack. Your OTRS database, untouched.

A non-invasive OTRS CE extension that talks to the backend through a dedicated CometAPI (REST) module. Built to preserve your SQL database, business logic, and OTRS CE permissions.

Dedicated CometAPI (REST)

Replaces the slow GenericInterface. Every operation on tickets and dynamic fields runs through a lightweight backend module, with no direct SQL queries.

Independent Frontend

The new Self-Service Portal runs as an isolated SPA built on Vue.js. As a separate layer, it stays fast and doesn't weigh down the agent interface.

Docker On-Premises or SaaS

Deploy the CometDesk containers in your own infrastructure, right next to your OTRS server, or run them in the Centuran cloud. No changes to your existing environment.

THE CENTURAN TEAM

Who’s behind CometDesk?
The team that knows your OTRS inside and out.

CometDesk comes from Centuran, the team that’s spent a decade building OTRS systems for enterprise companies.

12+ Years in OTRS Architecture

We know the OTRS CE codebase from the first line to the last. We designed CometDesk to work flawlessly with your existing SQL database and business logic.

ITIL and BPO Experience

We turned lessons from hundreds of OTRS CE Help Desk and Service Desk implementations into an intuitive Self-Service Portal and No-Code Form Builder. No changes to your database or the OTRS CE core.

Innovation and AI

We bring advanced automation and AI features into support processes. CometDesk breathes new life into outdated portals and gets your organization ready for what AI can do next.

FAQ

What teams ask us most

OTRS CE has a powerful, stable backend engine. Its Customer Portal, though, is dated, doesn't work well on mobile, and makes key information hard to find.

CometDesk turns OTRS CE into a modern Service Desk by adding:

  • A refreshed Customer Portal that's lightweight, intuitive, and easy to use on a phone.
  • A visual, no-code form builder that collects complete, structured data the first time someone contacts your support team.
  • A Knowledge Base you manage yourself, so users get 24/7 self-service and can fix common problems without waiting on Support.
Neither. CometDesk is a non-invasive extension for OTRS Community Edition, and it communicates with OTRS only through the dedicated CometAPI (REST) module. Your SQL database, business logic, permissions, and ticket history stay 100% intact. We run all testing in an isolated environment, so the implementation doesn't interrupt your business operations.
Not at this stage. The current version focuses on a UX overhaul of the Customer Portal and on No-Code tools in the admin panel. Your support team keeps working in the OTRS Community Edition interface they already know, which means no risk of downtime and no retraining costs. We do plan to modernize the agent interface down the road, and we'll do it without disrupting the way your agents work today.
Some features of the CometDesk Self-Service Portal can work without a login.
  • A public Knowledge Base, with articles managed in the CometDesk admin panel, cuts down on repeat tickets.
  • Ticket forms (returns, claims, outage reports) capture complete data on first contact. That ends days of back-and-forth emails and shortens resolution time (MTTR).
  • Case tracking via a secure link lets users follow progress and reply in the thread, no account required.

If that sounds like what you need, with our team.

CometDesk may not work for you if your instance is so heavily customized that the changes would need to be replicated, or they keep the REST API from communicating properly. We always check compatibility during an initial audit.
You can choose from two options:
  • SaaS (default): hosted in Centuran's secure cloud, with automatic updates and a near-instant setup.
  • Docker On-Premises: a container installed directly in your infrastructure, next to your OTRS server. Designed for banking, healthcare, and the public sector.
The non-invasive API architecture means your SQL database never has to be exposed to the outside world. CometDesk provides full data separation, encrypted connections (TLS/SSL), role-based access control (RBAC), and event logging, meeting GDPR requirements for enterprises and public sector organizations.
The standard version doesn't include prebuilt AI modules, which keeps it lightweight and non-invasive to the OTRS Community Edition engine. Our CometAPI (REST) architecture, however, lets you safely add features like an AI chatbot, AI triage, or AI summaries. For now, we build these integrations only on request, as a custom implementation project that starts with a review of your infrastructure. with our team to see where AI fits in your organization and how to roll it out safely.
CometAPI is a lightweight REST package we built specifically for CometDesk. It skips the slow processing and performance overhead of GenericInterface, so the interface responds quickly and fully supports system and dynamic fields with minimal server load.