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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.
Global solution present in 26 countries, companies such as Eurofarma, Porsche, Cobasi, Komatsu, Unisys and Dia Supermercados use Desk Manager
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.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Desk Manager
Top FeaturesDesk Manager
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