--- title: "OTRS Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "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_url: "https://www.capterra.com/p/127284/OTRS/reviews/" page_type: "reviews" language: "en" publication_date: "2026-11-03" --- OTRS 4.3 (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 November 3rd, 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 SP Sascha P Head of ServiceComputer & Network Security, 11 - 50 employeesUsed the software for: More than 2 years. “The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements.“ January 15, 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 JH Justin H CTOEducation Management, 11 - 50 employeesUsed the software for: More than 2 years. “A better than average support tool for our service team.“ January 13, 2025 ## Showing most helpful reviews Showing 1-25 of 96 available reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Allison R. Technical Staff Used the software for: Less than 1 year ### "I appreciate all the features that make my work easier." March 13, 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 Alan S. Consulting Engineer Used the software for: 3-5 years ### "OTRS is great for small to midsize businesses " October 14, 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. Review Source NP Nicolas P. IT administrator Used the software for: 1-3 years ### "Helpdesk solution that need help to use it" January 21, 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 Justin H. CTO Used the software for: 3-5 years ### "Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point" January 15, 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 R Reviewer Network Security Engineer Used the software for: Less than 1 year ### "Excellent workflow management software" October 26, 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 Valerie B. Frontend Developer Used the software for: Less than 1 year ### "Advanced customer service management application" November 28, 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 Andre L. System Analyst Used the software for: 3-5 years ### "Keep track of all your support calls " July 8, 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 Gustavo V. Middleware Manager Used the software for: 1-3 years ### "OTRS a complex tool for the creation of Tickets." December 17, 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 Omar S. Technical Coordinator Used the software for: 3-5 years ### "Opensource framework with modern front-end and perl backend" March 20, 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 R Reviewer manager Used the software for: 1-3 years ### "useful tool for customer support" January 12, 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 Sascha P. Head of Service Used the software for: 3-5 years ### "Ticket system with weaknesses" April 24, 2024 4.0 I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved. The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements. Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness. Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance. Pros Clear user interface, plugin capability provided. Cons oor adaptability, layout could be more appealing, inflexible Review Source Verified Reviewer Allround medewerker ICT Used the software for: 3-5 years ### "Very customizeable, professional service management software" June 27, 2018 4.0 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. 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. Review Source R Reviewer IT consultant Used the software for: 3-5 years ### "OTRS a very good tool" May 11, 2022 5.0 OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases. Pros It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client. Cons There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes Review Source Verified Reviewer Analista júnior de sistemas Used the software for: Less than 1 year ### "We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well." March 29, 2018 5.0 The way we can centralize everything on it is real a benefit. 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. Review Source VR Verified Reviewer Freelance Designer Used the software for: 3-5 years ### "Easy and Robust Software - Economical Ticketing Solution for any Organization" July 9, 2018 4.0 Cost effective Ticketing Software . 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 Review Source S. G. Beleidsadviseur ICT Used the software for: 3-5 years ### "Very flexible system - easier to use than to configure" June 25, 2018 5.0 It helps us to administer our support tickets and create FAQ articles for them. 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. Review Source SM Santosh M. Business Head Used the software for: Less than 1 year ### "OTRS is a Ticket to Success " October 3, 2023 5.0 OTRS helped our business to track the effectiveness of the customer support operation and helps in finding the areas of development. Pros 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.It can be easily integrated with other CRM Software. Cons OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult. Review Source Verified Reviewer Copywriter Used the software for: Less than 1 year ### "One of the best CRM's we've used" September 22, 2023 5.0 This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks Pros Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive Cons I believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency Review Source R Reviewer System Analyst Used the software for: 3-5 years ### "Good, but the community version was discontinued" July 4, 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 VR Verified Reviewer IT Manager Used the software for: 3-5 years ### "Great Incident Management Software, with all the Features, great value for money" July 6, 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 R Reviewer Customer Support Manager Used the software for: 1-3 years ### "Feedback and the Support Received " May 17, 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 R Reviewer Head of IT International offices Used the software for: 3-5 years ### "Brilliant consultants and best value Helpdesk we have ever used. Highly recommended." July 10, 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 R Reviewer Program Manager Central IT Services Used the software for: 3-5 years ### "OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!" June 27, 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 R Reviewer Head of IT (Nordic Countries and Estonia) Used the software for: 3-5 years ### "Great and Simple Ticketing Tool" August 16, 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 R Reviewer Sr.Manager Used the software for: 3-5 years ### "A Very Economical Ticketing Tool" October 9, 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 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.