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

15 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 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
  • Live Chat
  • Multi-Channel Communication
  • Network Monitoring
  • 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!


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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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!

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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.

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!

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.