# Page 2 | OTRS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of OTRS ## Showing most helpful reviews Showing 26-50 of 96 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JJ José J. Chef de service Computer Software Used the software for: 2+ years ### "Logiciel libre, efficace après avoir investi du temps et des ressources" November 11, 2024 4.0 On est loin de Jira. Chef de projet passer votre chemin si recevoir vos reporting, le tout formaté en mode powerpoint sans aucune intervention de votre part ... OTRS ne fait pas ca. Il fait par contre tout le reste pour les équipes terrains ... et ca pour 0 euros ... Pros Open source avec possibilité de mep nous-même nos propres features. Pas simple mais une fois le fonctionnement général compris c'est fonctionnel Cons Il donne parfois l'impression d'être d'une autre époque. Son IHM est austère, les fonctionnalités sont minimalistes. Il est simple mais nettement suffissant pour le quotidien Review Source DN Doreen N. Systemadministrator Computer & Network Security Used the software for: 2+ years ### "intelligent und serviceorientiert" October 18, 2024 5.0 Sehr gutes Service Tool für Support und Eskalationen. Pros Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool. Cons Wenig modular um selbst Workflows zu definieren. Review Source Response from OTRS October 21, 2024 Thanks for the review, Doreen. We're glad to hear it's working well for your support team and appreciate the input on the workflows. ES Emilia S. IT Administrator Information Technology and Services Used the software for: 6-12 months ### "Comprehensive Ticketing System with Great Customization" October 10, 2024 5.0 OTRS is a powerful and flexible ticketing system, however, it comes with a steep learning curve and requires a solid understanding of its functionalities to fully leverage its capabilities. Pros It is highly customizable and has a lot of powerful ticket management features. Cons It is really difficult to set it up and configure everything. Review Source CG Camila G. Analista de Operações Junior Banking Used the software for: 2+ years ### "OTRS - Seu Melhor Amigo no Trabalho" January 9, 2023 5.0 Atualmente 90% da empresa utiliza o sistema para todos os produtos e funcionalidades Pros Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas Cons Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente Review Source Response from OTRS June 12, 2023 Thanks for taking your time to review OTRS, Camilia. WC Wilbert C. Gerente de Logistica Logistics and Supply Chain Used the software for: 2+ years ### "Muy recomnedable, para dar seguimiento a las solicitudes de los colaboradores, y evitar el correo" November 7, 2022 4.0 1\. Bajaron los tiempos de respuesta a las solicitudes. 2. no se pierden las solicitudes. 3. Se sabe el tiempo que se llevo en solucionar los tickets. 4. Se emiten reportes. Pros 1\. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron. Cons son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información. Review Source Response from OTRS December 6, 2022 Thank you for taking time to share your thoughts about OTRS. SP Sascha P. Head of Service Computer & Network Security Used the software for: 2+ years ### "Ticket system with weaknesses" January 15, 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 Alternatives considered [Zammad](https://www.capterra.com/p/207587/Zammad/) Review Source Response from OTRS January 17, 2024 Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights. VR Verified Reviewer Technical support Information Services Used the software for: 1-2 years ### "Best IT ticket handling" November 12, 2023 5.0 Pros It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on. Cons We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS Review Source Response from OTRS November 27, 2023 Glad to hear that OTRS is working well as your IT ticket handling system. VR Verified Reviewer Allround medewerker ICT Used the software for: 2+ years ### "Very customizeable, professional service management software" June 26, 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 Response from OTRS June 27, 2018 Thank you for reviewing OTRS. We appreciate your thoughts and comments. VR Verified Reviewer CIO Information Technology and Services Used the software for: 1-2 years ### "Open source ITSM tool" September 14, 2022 3.0 It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration Pros Once you had it configured, the ticketing functionality worked well. Cons The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module. Reason for choosing OTRS Because it is open source and it had good reviews on the community. Review Source Response from OTRS September 28, 2022 Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition. DL Davide L. IT Administrator Information Technology and Services Used the software for: 2+ years ### "OTRS als Help Desk Lösung" August 29, 2023 3.0 Pros Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei Cons Das Tool hat sehr wenige Features und eine alte GUI Review Source Response from OTRS September 1, 2023 Thanks for the input, Davide. We're glad to hear that the ticketing aspects are working well for you. OTRS has a fairly significant set of features, from process automation to KBA to CMDB. Here is additional information for you that outlines these: https://otrs.com/otrs-software-solutions/otrs/features/ Perhaps this will help you track down some of the missing functionality that's needed. And, assuming you are using OTRS vs ((OTRS)) Community Edition, I would encourage you to reach out either to the support team or to your BRM contact for assistance in getting OTRS configured according to your needs. Thanks again for the input! Much appreciate your time. MC Miguel C. IT consultant Information Technology and Services Used the software for: 2+ years ### "OTRS a very good tool" May 5, 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 Response from OTRS July 5, 2022 Thanks for taking time to share your thoughts. JH Jens H. Aftersales Manager Shipbuilding Used the software for: 2+ years ### "Gut, aber eingeschränkt in der Managed Version " June 20, 2023 4.0 Pros Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran. Cons Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt. Review Source Response from OTRS June 21, 2023 Thanks for the input, Jens. We'll pass it along. GR Georgi R. Software Solutions Expert Information Technology and Services Used the software for: 2+ years ### "OTRS review" July 1, 2022 4.0 Pros Great amount of features and easy way to configure almost everything Cons It takes time to set up and configure till running state Review Source Response from OTRS July 5, 2022 Thanks for sharing your thoughts, Georgi. VR Verified Reviewer Analista júnior de sistemas Internet Used the software for: 6-12 months ### "We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well." March 27, 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 Response from OTRS 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. RB Rene B. IT System Engineer Chemicals Used the software for: 1-2 years ### "There are better Systems" January 13, 2024 3.0 We changed to Aagon ACMP and are pretty happy with it. Pros It is pretty cheap and does what is intended for. Cons not very flexible. many aspects are missing. Review Source Response from OTRS January 16, 2024 Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you. Annie M. IT Service Desk Luxury Goods & Jewelry Used the software for: 2+ years ### "Pretty decent, but it does have a few flaws" July 5, 2018 4.0 IT Asset Management got easy for us. Thank you for coming up with this application 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 Review Source Response from OTRS July 8, 2018 We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review. LP Lukas P. Head of Call Center Telecommunications Used the software for: 2+ years ### "Very useful SW fo customer service ticketing" October 6, 2021 5.0 I recomend it for customer support. Pros The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull. Cons Sometimes I have to click a lot of categories to get somewhere or to fill something. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reason for choosing OTRS Easy to get and use. Review Source Response from OTRS March 30, 2022 Thank you for taking time to share your thoughts. VR Verified Reviewer Freelance Designer Used the software for: 2+ years ### "Easy and Robust Software - Economical Ticketing Solution for any Organization" July 5, 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 Response from OTRS July 9, 2018 Thank you for your review. We appreciate the feedback. Lindson D. IT Analyst Machinery Used the software for: 2+ years ### "Its a great and efficient tool for someone in the service desk" July 3, 2018 5.0 We use it as our primary ticketing tool 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. Review Source Response from OTRS July 5, 2018 Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review. VR Verified Reviewer Senior Manager Logistics and Supply Chain Used the software for: 1-2 years ### "OTRS - Recommended Open source Ticketing System available in market" December 11, 2018 5.0 \- Internal operational efficiencies - Improved business process agility - Improved business process outcomes - Improved customer relations/service Pros \- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort. Cons \- Need to create more UI themes , even though current are sufficient considering its free. Review Source Response from OTRS December 12, 2018 Thank you for taking time to review. We appreciate the feedback. Abhishek K. Assistant Manager Accounting Used the software for: I used a free trial ### "Powerful Tool for Ticket Management" November 3, 2023 4.0 Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective. Pros Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue. Cons Can't handle multiple ticket at same time its slow down or Crashed. Review Source Response from OTRS November 9, 2023 Thanks for taking time to share your insights, Abhishek. I'll share your feedback about the multiple tickets with the team too. Sander G. Beleidsadviseur ICT Government Relations Used the software for: 2+ years ### "Very flexible system - easier to use than to configure" June 22, 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 VR Verified Reviewer Helpdesk Escalation Technician Used the software for: 2+ years ### "Used extensively for the past 10 years" July 11, 2018 5.0 Cheap effective solution for handling incoming client requests. 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. Review Source Response from OTRS July 16, 2018 Thank you for sharing your thoughts. We appreciate the review. Martina L. Photographer Photography Used the software for: 6-12 months ### "Good Experience" December 29, 2023 4.0 Pros The processing of a ticket is a really fast process, and has the main features required to provide customers support. Cons OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you. Review Source Response from OTRS January 3, 2024 Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs. sM santosh M. Business Head Information Technology and Services Used the software for: 6-12 months ### "OTRS is a Ticket to Success " September 25, 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 Response from OTRS October 3, 2023 Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different. 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.