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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.
From start ups to large companies, customers trust Giva with their customer support or help desk needs.
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 nice to know we also have the flexibility to expand into other Giva modules. Our [SENSITIVE CONTENT] had very positive feedback on Giva and supported the decision to purchase it.
I cannot say there are any features missing. There are lots of functions that I've not had time to try yet.
We were able to replace another Facilities software application with Giva and save more money. The Reports are super easy to run and provide excellent insights.
There are not any aspects of Giva that we don't like right now. They keep on releasing new features almost every month.
The Giva customer service team is great; always very helpful and thorough. Just like the whole app, the reports are intuitive and we can keep drilling down to gain deeper insights and root cause.
Well maybe one item but not a major concern of mine. It's the fact they don't have a customer support line.
The Reports and Dashboards are excellent. We got HIPAA compliance for a great price with great functionality.
When there was a change in the ticket screen that was not optimal, they fixed it in just a few weeks.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Top FeaturesGiva
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