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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.
osTicket is an opensource support ticket system. It routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.
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.
In terms of simplicity, OSTicket is really user-friendly and easy to use platform that perfectly realises its own purposes of being reliable ticketing system.
The main disadvantage of the system might be its lack of statistical measurements. It was the main aspect I was lacking while using the OsTicket.
I like that is free, the installation is easy and the software is user friendly. OsTicket is a customizable ticket system that offers some nice features like email notifications.
Some menus are a bit confusing, sometimes when I click on a features I don't see on screen what expected.
It has all the best features, is easy to set up, deploy, and maintain and is fully customizable. I needed a help desk platform that could be hosted on-site and osTicket has fit the bill perfectly.
Initial installation can be difficult if you have never do this before. There are many services to be setup just to get it work.
Its kept our tickets neat and clean and we get them out fast. It has a user interface that is pretty easy to navigate and my customers love it.
Too difficult to install, its not abandonware but its close, even when its can be modded and have some community behind it. Again... will need a full time programmer to do so and will take some time.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Top FeaturesosTicket
osTicket
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