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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.
Operations teams using Knowledge driven decision support applications, Technical support teams, Customer service teams, Pre-Sales, Telemarketing, IT Helpdesk & ServiceDesk, Technical Writers
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.
It is easy to use and made our whole company more successful. It is also easy to change- the administrator can edit at any time quickly which is great for a growing and changing company.
Yonyx takes the "Trouble" out of troubleshooting.
The routing and flow of the issue trees is good and its very helpful to users. The best thing is that we can take feed back at end of any tree and and customise the tree easily.
But that's scarcely a problem given we embed these in our own site and use that navigation instead.
The Yonyx support team has also been extremely helpful and great to work with as we started our partnership together. I highly recommend giving Yonyx a chance to earn your business.
The lack of accessibility features could deter some users.
The scope of content moderation is fantastic.4 Content management, ease of adaptability of this software is great.5 It is a value for money experience for the end user.
If the administrator has not set it up properly, there can be broken links, and then you are left without a place to go.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Top FeaturesYonyx
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