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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.
Our customers are small and medium sized businesses between 1-200 employees in: B2C/B2B Software, E-commerce, Web Development/Design Agencies, Online Services, & Entrepreneurs
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.
I love this software because the ease of use and how helpful it is. We wanted to gather some analytics on how many request we get.
Agent collision happens regularly and there is no "play" button to automatically go from ticket to ticket. There isn't an easy way to prioritize customers by spend.
Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog.
I can see the list of Labels we've created by going to Settings > Ticketing > Labels, but I have no way to view the tickets that have been assigned those Labels.
It is good to keep track of all the support requests that we get in. It's a great way to keep on top of issues reported by clients.
Frequent updates move features around and sometimes makes it difficult to find something that you use every day.
The overall experience with Groove was fantastic. It's a great product for the price and we were very pleased with the product from start to finish.
Keeps things in order amongst our small team. I am frustrated by the KB though.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Groove
Top FeaturesGroove
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