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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.
BOSS helps government, education, finance , healthcare and any organization that is looking to implement intelligent Help Desk ticketing, Service Desk, Service Delivery and IT Service Management .
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.
BOSS Solutions has proven an extremely stable and feature rich product. Having used both Kaseya and Labtech as comparisons I have been quite pleased with BOSS.
The refresh problem is there. I find it little frustrating.
Everyone was all great to work with and very accommodating to our requests. We have an excellent product at a very competitive price.
There really is not anything I can think of I would point out as being a negative.
Fully customizable, good automation and powerful workflows. Great reporting, Good "single pane of glass" software.
At times it can be difficult to configure the filters.
Folks at BOSS are fantastic to work with and very helpful to accommodate your custom needs for any of their applications that you use.
It is fairly difficult to use the wizard to create reports.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
BOSSDesk
Top FeaturesBOSSDesk
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