# OTRS Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about OTRS Software - reviews, pricing plans, popular comparisons to other Issue Tracking products and more. Source: https://www.capterra.com/p/127284/OTRS --- # OTRS Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) OTRS ## What is OTRS? OTRS is a fully-managed issue tracking solution that includes ticketing, workflow/process automation and notification, among its many issue resolution features. ITSM, Customer Service and Corporate Security professionals use OTRS to structure communication and streamline internal processes so that issues are responded to quickly and the best possible service is delivered in a cost-effective way. Try the issue tracking software today. ## What is OTRS used for? [Customer Service](https://www.capterra.com/customer-service-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 96 user reviews Reviews sentiment Positive 86% Neutral 11% Negative 2% Contact vendor for pricing Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for OTRS?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.otrs.com&name=OTRS) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### OTRS 4.4 (96) VS. [4.4 (4,076)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price Contact vendor Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.2 (96) Ease Of Use 4.3 (3,600) Value For Money 4.5 (83) Value For Money 4.2 (2,654) Customer Service 4.3 (86) Customer Service 4.3 (2,764) ## OTRS alternatives Highest Rated [4.5 (3,412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (689)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (512)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/127284/OTRS/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Support Ticket Management 4.2 (18) 61.11% of 18 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Ticket Management 4.1 (18) 72.22% of 18 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Real-Time Notifications 4.4 (16) 68.75% of 16 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Alerts/Escalation 3.8 (13) 53.85% of 13 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Incident Management 4.3 (10) 50.00% of 10 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents Support Ticket Tracking 4.3 (10) 70.00% of 10 reviewers that rated this feature as important or highly important Track the status of support tickets/escalations as they move through the service queue OTRS 101 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Manage the process of evaluating documents or requests submitted for approval Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Tickets are automatically assigned to specific agents based on predefined rules Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes Track and manage schedules and meetings via an integrated calendar Create and manage digital catalog of products/services with their details, specifications, and price Track and monitor efficient handling of all changes/transitions Communicate using direct chat or messages within the system Private online space that lets businesses securely share documents and provide information access to clients Configuration Management Database Leave comments and notes on documents for others to view Manage and track all internal and external communication conducted via calls, email, text, or chat Track and manage adherence to policies for any service, product, process, or supplier Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Manage, organize, and store contact information Track, store, and access client contracts or licenses A collection of customer information such as contact details, demographics, previous interactions, etc. Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Alter the layout and content of dashboards Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Receive and/or send email notifications for urgent updates, requests, or other information Pre-made examples and templates for emails Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Create, design and modify the flow and processes of tasks in a project Managing service requests, incidents, IT issues & support with a ticketing system Organize, prioritize, and manage incoming communications Manage and track all disruptions and incidents Track interaction history by documenting conversations for contacts Track and manage inventory levels to maintain proper supply Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Manage risks related to IT systems Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Templated responses for responding quickly to recurring support requests Access software remotely via mobile devices Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Drag and drop/visual interfaces that allow non-tech users to build without writing code A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Measure time to completion or hours worked for projects Monitor wait time and abandonment for incoming requests that have not been routed Receive data and information in real time Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Set an issue to repeat Planning, coordinating, and executing the deployment of software or system changes into a live or production environment Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Input different types of content and edit text formats, fonts, font sizes, and colors Set & manage permission levels based on user roles and restrict access to only authorized individuals Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Set a time to generate routine reports automatically Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Track the status and progress of tasks Create, save, and re-purpose templates for emails, forms, etc. Sample files or documents that could be customized as needed or used as is Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Identify and track locations and time zones of your collaborators to enable productive scheduling and cooperation Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks An extended application or connector that enables users to perform additional services with their current set of tools Alter the default workflow to meet your organization's needs Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.4 (94) 4.4 Based on 94 reviews ## Pricing Value for money 4.5 (83) ### Starting price Contact vendor for pricing Free trial not available [View all Pricing Plans](https://www.capterra.com/p/127284/OTRS/pricing/) Value for money 4.5 (83) 4.5 Based on 83 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[ Confluence](https://www.capterra.com/p/136446/Confluence/)[ GitLab](https://www.capterra.com/p/159806/GitLab/)[ ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[ baramundi Management Suite](https://www.capterra.com/p/177946/baramundi-Management-Suite/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.3 (86) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.3 (86) 4.3 Based on 86 reviews ## User reviews Overall rating 4.4 Based on 96 reviews Filter by rating 5(58) 4(25) 3(11) 2(2) 1(0) Mentioned topic Sorted by most recent Allison R. Technical Staff Semiconductors ### "I appreciate all the features that make my work easier." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 18, 2026 Each ticket is managed precisely, and I can automate almost everything, maintaining perfect order without duplicate or unmanaged information that could be forgotten. Pros Since I started using OTRS, what impressed me most is that it's not just a shared email inbox; it's a complete ticketing and help desk system where all requests are received in an organized manner, prioritized, and managed with clear statuses, assignments, and follow-ups. Every time a request arrives, OTRS converts it into a ticket with a unique ID, probably the most useful feature for preventing anything from getting lost or duplicated. This ensures nothing is forgotten and allows for accurate workflow tracking. For our team, this is a huge relief: increased productivity and less monotony. Its price is commensurate with its quality and value, guaranteeing the security of all stored information and an efficient customer support team. Cons It has a steep learning curve; it's not one of those systems you just "turn on and go." It takes time to understand how its workflows work and configure it properly, but it's a learning curve worth taking on the challenge of mastering all its features. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. NP Nicolas P. IT administrator Information Technology and Services ### "Helpdesk solution that need help to use it" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 January 19, 2025 Used it about 2 years for offer support in small company Pros exist in community edition or pro. Easy to found information to help in use. Cons not easy to use and maybe too option for small company Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 21, 2025 Thanks for the review, Nicolas. OTRS is, as you suggest, meant for use by SMBs and offers great value for the money. Recently, the company has launched pre-configured instances of the platform to support teams in getting up and running quickly and with greater ease. Options already exist for ITSM, customer service, HR and office management. This makes it easier for teams who are just getting started. JH Justin H. CTO Education Management ### "Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 January 13, 2025 Used the community edition since version 3 and eventually made the move to the cloud product where we don't have to host it ourselves. That has increased performance and the migration was seemless. Pros A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive. Cons The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JJ Jose J. Chef de service Computer Software ### "Logiciel libre, efficace après avoir investi du temps et des ressources" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 7/10 November 11, 2024 On est loin de Jira. Chef de projet passer votre chemin si recevoir vos reporting, le tout formaté en mode powerpoint sans aucune intervention de votre part ... OTRS ne fait pas ca. Il fait par contre tout le reste pour les équipes terrains ... et ca pour 0 euros ... Pros Open source avec possibilité de mep nous-même nos propres features. Pas simple mais une fois le fonctionnement général compris c'est fonctionnel Cons Il donne parfois l'impression d'être d'une autre époque. Son IHM est austère, les fonctionnalités sont minimalistes. Il est simple mais nettement suffissant pour le quotidien Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DN Doreen N. Systemadministrator Computer & Network Security ### "intelligent und serviceorientiert" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 18, 2024 Sehr gutes Service Tool für Support und Eskalationen. Pros Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool. Cons Wenig modular um selbst Workflows zu definieren. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor October 21, 2024 Thanks for the review, Doreen. We're glad to hear it's working well for your support team and appreciate the input on the workflows. ES Emilia S. IT Administrator Information Technology and Services ### "Comprehensive Ticketing System with Great Customization" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 October 10, 2024 OTRS is a powerful and flexible ticketing system, however, it comes with a steep learning curve and requires a solid understanding of its functionalities to fully leverage its capabilities. Pros It is highly customizable and has a lot of powerful ticket management features. Cons It is really difficult to set it up and configure everything. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MN Muhu N. Products and Operations Information Technology and Services ### "One of the best ticketing tools in the IT world" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 August 31, 2024 Pros Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more. Cons Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor September 3, 2024 Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you. SP Sascha P. Head of Service Computer & Network Security ### "Ticket system with weaknesses" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 January 15, 2024 I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved. The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements. Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness. Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance. Pros Clear user interface, plugin capability provided. Cons oor adaptability, layout could be more appealing, inflexible Alternatives considered [Zammad](https://www.capterra.com/p/207587/Zammad/) Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 17, 2024 Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights. RB Rene B. IT System Engineer Chemicals ### "There are better Systems" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 January 13, 2024 We changed to Aagon ACMP and are pretty happy with it. Pros It is pretty cheap and does what is intended for. Cons not very flexible. many aspects are missing. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 16, 2024 Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you. stefano A. manager Accounting ### "useful tool for customer support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 January 11, 2024 Pros it helps our business to manage customer interactions in a simple but effective way Cons i would like to have more tools to automate repetitive tasks Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor January 12, 2024 Thanks for writing and glad to hear it's helped with customer support. It may help to explore process management in order to automate some of those tasks. Here's a link to the documentation: https://academy.otrs.com/doc/admin/processes-automation/ [View all Reviews](https://www.capterra.com/p/127284/OTRS/reviews/) Popular comparisons [Zendesk Suite vs OTRS](https://www.capterra.com/compare/127284-164283/OTRS-vs-Zendesk) [Freshdesk vs OTRS](https://www.capterra.com/compare/124981-127284/Freshdesk-vs-OTRS)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)