Who Uses This Software?

As a service management suite, OTRS is traditionally used by help desks, ITSM organizations, corporate security teams and customer service teams.


Average Ratings

47 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • OTRS
  • www.otrs.com
  • Founded 2003
  • United States

About OTRS

OTRS is a fully-managed service management suite that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM, Customer Service and Corporate Security professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way. Request a demo today.


OTRS Features

  • Case Management
  • Complaint Classification
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Feedback Management
  • Forms Management
  • Issue Tracking
  • Quality Assurance Management
  • Routing
  • Self Service Portal
  • Social Media Monitoring
  • Survey Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management
  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management
  • Asset Tracking
  • Availability Management
  • Change Management
  • Configuration Management
  • Contract/License Management
  • Incident Management
  • Problem Management
  • Project Management
  • Release & Deployment Management
  • Self Service Portal
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

OTRS Reviews Recently Reviewed!


Very customizeable, professional service management software

Jun 26, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Cons: There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

Overall: Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.

Vendor Response

by OTRS on June 27, 2018

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

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

Basic Ticketing tool for customer desks

May 22, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.

Cons: It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.

Overall: Basic software for small organization without advanced features of ITIL.

Vendor Response

by OTRS on June 01, 2018

Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs,

I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management.

Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo.

But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

Complete customer support solution overall

Apr 04, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support.

And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger.

Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

Cons: The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

Vendor Response

by OTRS on April 06, 2018

Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about 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

Capterra-loader

Opensource framework with modern front-end and perl backend

Mar 14, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Cons: The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Overall: Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Vendor Response

by OTRS on March 22, 2018

Thanks for taking time to share your experience, Omar.

Overall , i found OTRS to be the easiest Ticketing system to use thus far

Jun 22, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: As both a user and an administrator of the software i found the following in my last year of using the software :

Ease of use

Flexibility

Easy customization

Open Source

Powerful Tools

Cons: Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :

Convoluted Process management

SLA administration cumbersome to use and config

Lacking a few features out of the box

Overall: OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.

Vendor Response

by OTRS on June 25, 2018

Thank you for taking time to review OTRS. We appreciate your feedback.

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.

Cons: When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.

Overall: The way we can centralize everything on it is real a benefit.

Vendor Response

by OTRS on March 29, 2018

Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails.

It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/

Thanks again for taking the time to share your thoughts.

Great Incident Management Software, with all the Features, great value for money

Jul 04, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.

Cons: User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Overall: Stable incident management software with all features needed, excellent value for money.

Vendor Response

by OTRS on July 08, 2018

Thank you for taking time to review. We appreciate your feedback.

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

Jun 14, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Adaptability to agents organization and processes.

ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Cons: Ticket to C.I. links can be better clarified and improved (impact of the relationship)

C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

Overall: Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

customizable, flexible and inexpensive, ITIL

Jun 08, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Cons: It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Vendor Response

by OTRS on June 16, 2018

Hi Joshua,

Thanks for taking time to review OTRS. We appreciate the feedback.

To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging.

Thanks again for taking time to write in!

Capterra-loader

Pretty decent, but it does have a few flaws

Jul 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Cons: Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Overall: IT Asset Management got easy for us. Thank you for coming up with this application

Vendor Response

by OTRS on July 08, 2018

We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Jul 08, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Highly robust, runs on All popular platforms like windows server, Linux etc

Light to client performs really well over LAN and WAN

Excellent value for money compared to other products in its category

Cons: Requires some Training in order to tweak any of the under the hood features

Generating reports is a little weak compared to leading industry products

Overall: Helps to control helpdesk and service functions across our organisation

Vendor Response

by OTRS on July 10, 2018

I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.

Easy and Robust Software - Economical Ticketing Solution for any Organization

Jul 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Cons: Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Overall: Cost effective Ticketing Software .

Vendor Response

by OTRS on July 09, 2018

Thank you for your review. We appreciate the feedback.

Capterra-loader

Its a great and efficient tool for someone in the service desk

Jul 03, 2018
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: I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Cons: none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Overall: We use it as our primary ticketing tool

Vendor Response

by OTRS on July 05, 2018

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

Great Service Desk ticketing Solution

Aug 15, 2018
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: We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS.

The reports that can be generated via OTRS is also a great benefit.

Cons: Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Vendor Response

by OTRS on August 16, 2018

Thanks for taking time to review OTRS. We appreciate your thoughts.

OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!

Jun 26, 2018
5/5
Overall
4 / 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: Incident management and request fulfillment processes are fully covered by the tool.

It's highly customizable and very stable.

Cons: There are two things:

1. Change management process is a little bit hard to implement;

2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.

Vendor Response

by OTRS on June 27, 2018

Hi Rosen. Thank you for taking time to share your thoughts on OTRS. We appreciate you doing so and hearing about your experience with it.

Better than Remedy

Jul 14, 2018
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: This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Cons: There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Overall: Change Management and incidents are easy to manage with this tool

Vendor Response

by OTRS on July 17, 2018

Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

Its handy tool to have for an organization which does not have a lot of Infra/Solution staff.

Jun 29, 2018
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It's easy to use, doesn't have a lot of field like the other ticketing apps, so makes a users life easier.

Cons: Features, lacks a lot of features, for example, if you have a Major incident, then you can link the child tickets to it but they aren't auto-closed, which you need to do manually, which becomes a tedious task.

Overall: It's a great way to express what an application does from a User/Administrator point of view.

Vendor Response

by OTRS on July 03, 2018

Thanks for the feedback, Maxim. We appreciate it.

Great and Simple Ticketing Tool

Aug 15, 2018
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: Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

Cons: I did not find any cons regarding OTRS.

Vendor Response

by OTRS on August 16, 2018

Thanks for the feedback, Michael. We appreciate you taking the time.

Very flexible system - easier to use than to configure

Jun 22, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Cons: Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.

Managed hosting by OTRS is very expensive for teams with just a few members.

Overall: It helps us to administer our support tickets and create FAQ articles for them.

Used extensively for the past 10 years

Jul 11, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Cons: Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Overall: Cheap effective solution for handling incoming client requests.

Vendor Response

by OTRS on July 16, 2018

Thank you for sharing your thoughts. We appreciate the review.

Great to tailor to a good ITSM tool, after a first learning curve one can be efficient

Jul 09, 2018
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: email inbound capabilities are great (maybe unique!)

Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Cons: Reporting is difficult to make work out of the box,

SLA functionality complete only if you pay extra functionality

Overall: Solid Incident management process rolled out

Vendor Response

by OTRS on July 10, 2018

Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk

Jun 28, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Is very flexible, adaptive to almost every kind of organization.

Easy for users.

Many features available where to pick the more suitable for your needs

Cons: Quite complex the administration, especially when is necessary to change the standard settings.

Some features are not easy to implement.

Vendor Response

by OTRS on July 03, 2018

Thanks for taking time to review OTRS. Your thoughts are helpful to us.

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

OTRS helps our business to organise our customer contacts in a structured way!

Jun 12, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices.

Cons: It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists

Vendor Response

by OTRS on June 16, 2018

Thanks for taking time to review OTRS, Tom. We appreciate the feedback.

Account Receivable Team is more efficient

Jul 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

Cons: I don't believe there are anything negative about OTRS. The display interface could be a little better

Overall: Efficient tracking of requests in the form of tickets

Vendor Response

by OTRS on July 17, 2018

Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.

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.

Best Ticketing Tool ever

Jul 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

Cons: I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Overall: Speed and efficiency

Vendor Response

by OTRS on July 17, 2018

Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!

Decent Ticket Tracking Tool

Sep 06, 2018
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.

Cons: The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets.

Vendor Response

by OTRS on September 07, 2018

Thank you for taking time to share your thoughts.

Great App that can be used in any Sector

Jul 14, 2018
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: We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured

Cons: The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons

Overall: Customer responses are managed on time

Vendor Response

by OTRS on July 17, 2018

Thanks for the review, Sujoy. Glad to hear it's helping to manage SLAs.

Capterra-loader

ITs an amazing OpenSource Application that can be used as a ticketing Tool

Jul 03, 2018
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: We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS

Cons: As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface.

Overall: Being in the IT Service Desk it helps me track all my Tickets

Vendor Response

by OTRS on July 05, 2018

Thanks for your review, Mukhtiyar. Your thoughts are appreciated.

Capterra-loader

Great Application and Great Features

Jul 10, 2018
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: We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

Cons: I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

Overall: Customer Satisfaction increased by 80%

Vendor Response

by OTRS on July 16, 2018

Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.

Capterra-loader

Wonderful Application and easy to use

Jun 29, 2018
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: We use this as our ticketing tool and I find it very easy to use and the best part is that it is Open Source. The support is also great, it is easy to make changes.

Cons: The GUI could be a little fancy, but over all I'm satisfied with the product. There is not many cons

Overall: All our tickets are tracked and its one of the best tools that i've used

Vendor Response

by OTRS on July 03, 2018

Thanks, Debolina. We appreciate you taking time to share your thoughts.

Capterra-loader

Just the best Ticketing Software that I've used

Jul 12, 2018
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: My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource

Cons: I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down.

Overall: ease of addressing tickets and change requests

Vendor Response

by OTRS on July 17, 2018

Thanks for taking time to share your review, Tiju. We're glad for the feedback!

Great Tool to work with . Its easy and fast

Jul 03, 2018
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: We use it on a regular basis and it helps us monitor tickets and work on them. It's absolutely essential for an ITIL based service desk

Cons: The GUI could be better. but that's nothing I'm complaining about. I like the speed at which we can change screens

Overall: We use this as our Primary Ticketing Tool.

Vendor Response

by OTRS on July 05, 2018

Thanks for taking the time to write a review. We appreciate the feedback!

Capterra-loader

Great Product and great Features

Jun 25, 2018
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: The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

Cons: It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

Overall: Efficiency

Vendor Response

by OTRS on June 27, 2018

Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.

Capterra-loader

OTRS an Amazing Tool - Easy and Efficient

Aug 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Easy to configure and Easy to implement. One of the best applications to track incidents and change requests

Cons: I have never had a negative experience while using OTRS

Overall: Problem Management tickets were easy to track

Vendor Response

by OTRS on August 03, 2018

Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!

Capterra-loader

It is a great software very useful in the IT department of an organization

Apr 10, 2018
5/5
Overall
4 / 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: It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

Cons: What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

Overall: Ease to handle the eventualities with the stations of work and telecommunications of the organization

Vendor Response

by OTRS on April 12, 2018

Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.

Arcane and painful

Mar 22, 2016
2/5
Overall
2 / 5
Ease of Use
1 / 5
Customer Support

Comments: I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the

documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment

handler. However, unless you have a dynamite MySQL DBA, a PERL

programmer with years of experience, and an MIT educated Linux

administrator on staff, stay away from OTRS! Don't be seduced by the

fantasy of Pay for Support Open Source! Also, don't be strong-armed

into considering purchasing their Cloud Based solutions. There are

cheaper and better services out there.

Capterra-loader

We are using OTRS for a post-sale process of our Custmer

Jun 22, 2018
5/5
Overall
5 / 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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Pros: Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

Cons: Reports are not deeply developed and this module can be improved. Some Reports standard are already developed and ready for use

Vendor Response

by OTRS on June 25, 2018

Hi Gianluca. Thanks for taking time to share your thoughts on OTRS. We appreciate the feedback.

Capterra-loader

Great Open Source Software

Aug 05, 2018
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: We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy.

Cons: I can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes

Simplified Service Desk Ticketing Tool

Aug 19, 2018
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: OTRS is a great Open Source ticketing tool. I am really glad it's designed that way, I do not have to pay extra for options that I do not want. The Service Desk team is able to track each ticket and provide appropriate solutions which are documented in each ticket

Cons: No Cons at all. Once again, since it is an open source product, we get what we pay for.

We have a great experience with OTRS, an indispensable tool for managing request flow.

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros:

The main Pro point of the product is the control of time, sla and quality of care based on Itil v3.

Cons: The con point is the administration tools. We'd like that the configuration options would be more easy to control and more attractive.

Vendor Response

by OTRS on June 24, 2018

Thank you so much for taking time to review OTRS. We appreciate the feedback!

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

The best open source best practice's software

May 30, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support

Pros: The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management.

Vendor Response

by OTRS on June 03, 2016

Thank you for choosing OTRS!

Great way for IT organization

Aug 23, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Our IT department utilizes OTRS as a platform to organizing incoming support tickets and managing the needs of over 60 properties. The user friendly layout makes it very efficient.

Cons: There are minor clitches, such as when it freezes and or switching from one ticket to the next you have to completely start from the beginning for each situation.

Vendor Response

by OTRS on August 24, 2018

Thank you for your feedback.