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As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
We serve organizations of all sizes and industries, from SMBs to Fortune 500 companies. Every SysAid edition, from Help Desk to ITSM, can be customized according to the needs of your business.
This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.
Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.
Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
It is really difficult to set it up and configure everything.
It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress.
This is an open source tool, so you get what you pay for.
Automation with this product is amazing, so there is a greater benefit to the company than only the IT benefit. The work process in the Company is more stable, faster, and efficient.
The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.
The quality of the software is really great. More documentation and tutorial so easy to use, very user friendly.
The icon placement and size on mobile make the user experience very unpleasant. I avoid using it on the phone whenever I can.
Incident and request ticketing, easy of installing the asset management. Ease of use for the end-user, make your self-service portal as simple as possible and the end-users love it.
The mobile access is my biggest problem with the software.
Ease of use, very friendly and simple GUI, easy to find what are You looking for, nice reports, reminders for upgrade or new features.
Lack of On-premises mobile application version.
Prioritize real-user-identified key features according to your needs to find your best fit.
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