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OTRS is a fully-managed help desk solution that includes ticketing, automation and notification. It can be configured to match your help desk's needs and comes with features such as a customer information database, knowledge base, ITIL processes, CMDB, SLA management or corporate security process management. It's an ideal solution for help desks that want to streamline communication, track and identify trends and deliver top-quality service to their customers. Try OTRS today.
Provider
OTRS
Located In
United States
Foundation
2003
Open API
Yes
Deployment
On-Premise Windows, Cloud, SaaS, Web-Based, On-Premise Linux
Mobile Apps
Android, iOS
Training
Documentation, In Person, Webinars, Live Online, Videos
Support
24/7 (Live rep), Chat, Phone Support, Knowledge Base, Email/Help Desk, FAQs/Forum
As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
Content Source: OTRS
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OTRS Reviews
Pros
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.
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.
Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
Cons
It is really difficult to set it up and configure everything.
Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
This is an open source tool, so you get what you pay for.
Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.
"Good Experience"
Pros: The processing of a ticket is a really fast process, and has the main features required to provide customers support.
Cons: OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.
Vendor Response
"Best experience"
Overall: The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner
Pros: OTRS's ability to generate new processes and to change those that become obsolete within the system.
Cons: many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path
Vendor Response
"Open source ITSM tool"
Overall: It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration
Pros: Once you had it configured, the ticketing functionality worked well.
Cons: The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module.
Vendor Response
"great tool for our business"
Pros: very easy to use and fast interface that helps to manage our business
Cons: i don't like that sometime it is a bit slow
Vendor Response
"Keep track of all your support calls "
Overall: The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Pros: If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.
Cons: Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.
Vendor Response
