# OTRS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is OTRS the right Issue Tracking solution for you? Explore 96 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/127284/OTRS/reviews --- OTRS 4.4 (96) [View alternatives](https://www.capterra.com/p/127284/OTRS/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of OTRS Ease of use 4.2 Customer Service 4.3 ## Pros and Cons in Reviews Allison R Technical StaffSemiconductors, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “Its price is commensurate with its quality and value, guaranteeing the security of all stored information and an efficient customer support team.“ February 18, 2026 MN Muhu N Products and OperationsInformation Technology and Services, 2 - 10 employeesUsed the software for: 1-2 years. “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.“ August 31, 2024 Allison R Technical StaffSemiconductors, 1,001 - 5,000 employeesUsed the software for: 6-12 months. “For our team, this is a huge relief: increased productivity and less monotony.“ February 18, 2026 IK Isha K Application Developer Information Technology and Services, 51 - 200 employeesUsed the software for: 6-12 months. “Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.“ September 24, 2023 ES Emilia S IT AdministratorInformation Technology and Services, 501 - 1,000 employeesUsed the software for: 6-12 months. “It is highly customizable and has a lot of powerful ticket management features.“ October 10, 2024 Daniel G CIOInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “The user portal was not user friendly at all, it created a lot of desafection with the users.“ September 14, 2022 sm santosh m Business HeadInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.“ September 25, 2023 ## Showing most helpful reviews Showing 1-25 of 96 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Allison R. Technical Staff Semiconductors Used the software for: 6-12 months ### "I appreciate all the features that make my work easier." February 18, 2026 5.0 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 AS Alan S. Consulting Engineer Information Technology and Services Used the software for: 2+ years ### "OTRS is great for small to midsize businesses " October 9, 2020 5.0 It's a great daily ticket email system. Pros I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system. Cons The support is little to non-existent but that is expected with the free tier. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing OTRS It was free to get started and never cost unless you upgrade from Community edition. Review Source Response from OTRS March 30, 2022 Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition. NP Nicolas P. IT administrator Information Technology and Services Used the software for: 1-2 years ### "Helpdesk solution that need help to use it" January 19, 2025 3.0 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 Response from OTRS 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 Used the software for: 2+ years ### "Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point" January 13, 2025 5.0 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 Ethan M. Network Security Engineer Information Technology and Services Used the software for: 6-12 months ### "Excellent workflow management software" October 23, 2023 5.0 The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers. Pros OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs. Cons I have not experienced performance downtimes since deployment. Review Source Response from OTRS October 27, 2023 Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review. Valerie B. Frontend Developer Information Technology and Services Used the software for: 6-12 months ### "Advanced customer service management application" November 27, 2023 5.0 We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments. Pros OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement. Cons The quality of service and feature functionalities have complied with our policies. Review Source Response from OTRS November 30, 2023 Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write. Andre L. System Analyst Information Technology and Services Used the software for: 2+ years ### "Keep track of all your support calls " July 6, 2021 5.0 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. Review Source Response from OTRS March 30, 2022 Glad you're enjoying it. Thanks for taking time to write in. Gustavo V. Middleware Manager Computer Software Used the software for: 1-2 years ### "OTRS a complex tool for the creation of Tickets." December 15, 2018 3.0 My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS. Pros This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration. Cons In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool. Review Source Response from OTRS December 17, 2018 Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts. Omar S. Technical Coordinator Higher Education Used the software for: 2+ years ### "Opensource framework with modern front-end and perl backend" March 14, 2018 5.0 Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context. 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. Review Source Response from OTRS March 22, 2018 Thanks for taking time to share your experience, Omar. stefano A. manager Accounting Used the software for: 1-2 years ### "useful tool for customer support" January 11, 2024 5.0 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 Response from OTRS 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/ MN Muhu N. Products and Operations Information Technology and Services Used the software for: 1-2 years ### "One of the best ticketing tools in the IT world" August 31, 2024 5.0 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 Response from OTRS September 3, 2024 Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you. JC Jorge C. Consultant Information Technology and Services Used the software for: 2+ years ### "OTRS one of the best ticket management system for IT Teams" September 5, 2022 5.0 Pros OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients. Cons May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business. Review Source Response from OTRS September 12, 2022 Thanks for the review, Jorge. It sounds like you're using ((OTRS)) Community Edition. If you're interested in the commercial versions, they fall under the OTRS name specifically and information is available at OTRS.com. Appreciate you taking the time to review. IK Isha K. Application Developer Information Technology and Services Used the software for: 6-12 months ### "Review - OTRS" September 24, 2023 5.0 Pros We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail. Cons Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future. Review Source Response from OTRS October 3, 2023 Thanks for taking time to review. OTRS will be moving to rolling releases in order to more seamlessly meet the needs of our customers. I'm curious to know what functions you're seeking. Thanks. VR Verified Reviewer IT Team Lead Used the software for: 1-2 years ### "Overall , i found OTRS to be the easiest Ticketing system to use thus far " June 22, 2018 4.0 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. 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 Review Source Response from OTRS June 25, 2018 Thank you for taking time to review OTRS. We appreciate your feedback. VR Verified Reviewer Managing Director Information Technology and Services Used the software for: 2+ years ### "Flexible and powerful helpdesk and service desk solution" May 8, 2019 5.0 My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes. Pros 1\. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander Cons 1\. Outdated design 2. No mobile app 3. Relatively complex integration through web services Review Source Response from OTRS May 21, 2019 Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes. VR Verified Reviewer Client Support Representative Telecommunications Used the software for: 6-12 months ### "OTRS - Makes life easy " February 25, 2019 5.0 We can manage everything better with tools like OTRS so go give it a try. They offer free demo too. Pros \- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are. - You can customize your own process and according to you Ex – standard time to meet the SLA - The support team is available 24/7 for help and with every new update. Cons \- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS. Review Source Response from OTRS March 12, 2019 Thanks so much for sharing your thoughts. We appreciate it. Roberto P. CTO /CISO Used the software for: 2+ years ### "In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk" June 28, 2018 4.0 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. Review Source Response from OTRS July 3, 2018 Thanks for taking time to review OTRS. Your thoughts are helpful to us. VR Verified Reviewer Lead Customer Support Specialist Computer Software Used the software for: 2+ years ### "Decent Ticket Tracking Tool" September 6, 2018 3.0 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. Review Source Response from OTRS September 7, 2018 Thank you for taking time to share your thoughts. SD Samuel D. System Analyst Government Administration Used the software for: 2+ years ### "Good, but the community version was discontinued" June 27, 2019 3.0 My experience was good, but since there is no community version anymore I'm moving to another one. Pros No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version. Cons Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players. Review Source Response from OTRS July 16, 2019 Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback. VR Verified Reviewer IT Manager Used the software for: 2+ years ### "Great Incident Management Software, with all the Features, great value for money" July 4, 2018 5.0 Stable incident management software with all features needed, excellent value for money. 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. Review Source Response from OTRS July 8, 2018 Thank you for taking time to review. We appreciate your feedback. SM Sarah M. Customer Support Manager Computer Software Used the software for: 1-2 years ### "Feedback and the Support Received " February 24, 2017 4.0 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. 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 Review Source Response from OTRS 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 MB Malcolm B. Head of IT International offices Textiles Used the software for: 2+ years ### "Brilliant consultants and best value Helpdesk we have ever used. Highly recommended." July 8, 2018 5.0 Helps to control helpdesk and service functions across our organisation 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 Review Source Response from OTRS July 11, 2018 I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts. RR Rosen R. Program Manager Central IT Services Airlines/Aviation Used the software for: 2+ years ### "OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!" June 26, 2018 5.0 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. Review Source Response from OTRS 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. ML Michael L. Head of IT (Nordic Countries and Estonia) Consumer Services Used the software for: 2+ years ### "Great and Simple Ticketing Tool" August 15, 2018 5.0 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. Review Source Response from OTRS August 16, 2018 Thanks for the feedback, Michael. We appreciate you taking the time. RM Rajesh M. Sr.Manager Information Technology and Services Used the software for: 2+ years ### "A Very Economical Ticketing Tool" October 6, 2016 4.0 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. Review Source Response from OTRS October 7, 2016 Thank you very much for your review. Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.