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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.
IT Admins, Help Desk Technicians, Service Desk Technicians, Technical Support
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.
Very affordable - sales rep that I worked with was very helpful and gave us a nice discount. Good features: Task automation, work flow, email threading (adding ticket notes via email).
The template forms that you can create for different types of tickets are boring and limited.
For me the ability for Sales Reps out in the field to submit Help Desk ticket through email is awesome. They can do it right from their phone's email program.
It also taxes the system from the user/technician side if you are running a large report (this is bad.) We ended up just throwing the SQL tables into Tableau to get any sort of granular information.
That being said, it is reliable and the support is fantastic. It is a great value for the money for a non profit.
I think my main problem was with my Virtual Environment not the software itself.
It is a simple and easy to use software for both the IT team and the end-users, which helps to resolve service desk reported or submitted issues fast and in return will make both users a happy camper.
The Dashboard is almost useless, again, unless I just don't understand how you use it.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Top FeaturesWeb Help Desk
Web Help Desk
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