Who Uses This Software?

Service organizations worldwide that have need of Help Desk Software rich with features, also providing the ability to expand to IT Service Management with no individual licensing costs.


Average Ratings

5 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $4,995.00/year
  • Pricing Details
    Professional: $9,995 / Year, Enterprise: $29,995/Year, free Updates
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • OTRS
  • www.otrs.com
  • Founded 2003
  • Germany

About OTRS

Web-based and modular open source solution for Help Desk and IT Service Management offering increased transparency and efficiency of internal and external business communication. OTRS is free of licensing costs and easily integrates with other solutions. OTRS is available in more than 35 languages and offers configuration and scalability to adapt to growing business needs. Globally, more than 170,000 organizations across all verticals use OTRS to improve their service management performance.


OTRS Features

  • Alerts / Escalation
  • Automated Routing
  • Community Forums
  • Contract / SLA Management
  • Incident Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Self Service Portal
  • Surveys & Feedback
  • Ticket Management

OTRS Reviews Recently Reviewed!

OTRS has outstanding functionalities, usability

Nov 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Low cost , usability and integration with multiple app is possible. Very user friendly.
Definitely will have great cost saving post implementation.

Cons: Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Overall: OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution┬┐ on your mobile devices

A tool for processing requests

Sep 15, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: You can organize tickets in categories and assign them to users automatically. Lots of configuration options.

Cons: Difficult to install and configure, getting started requires you several time. Not so intuitive for the administrator.

Vendor Response

by OTRS on October 13, 2017

Dear/Ciao Gianni, thank you very much for your review. We're happy that you liked the many configuration options, automatization and queue structures to organize tickets in the most efficient way. The new OTRS 6 comes with a brand new admin interface, which improves the handling for administrators. We're also happy to offer different professional solutions and OTRS Trainings to save time when installing and configuring the system. Best regards/Cordiali saluti OTRS

OTRS has been a fabulous tool for tracking customer interactions

Aug 08, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Cons: Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too.

Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).

Overall: Our customer service improved because we no longer lost track of calls,follow ups, etc.

Vendor Response

by OTRS on October 13, 2017

Dear Mike, thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software. Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6. Best regards, OTRS

Feedback and the Support Received

Feb 24, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: the ability to track a tickets journey from start to resolution

Cons: some of the terminoligy in the system configuration isn't very user friendly

Overall: I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Vendor Response

by OTRS on March 14, 2017

Dear Sarah, thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: marketing@otrs.com Best regards, OTRS Marketing Team

A Very Economical Ticketing Tool

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this.
We could develop all the required features in this and happy with the product.

Vendor Response

by OTRS on October 07, 2016

Thank you very much for your review.