# Page 3 | OTRS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of OTRS ## Showing most helpful reviews Showing 51-75 of 96 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use sF syed F. tech engineer Transportation/Trucking/Railroad Used the software for: 1-2 years ### "otrs review" June 2, 2022 5.0 Pros the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given Cons there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed Review Source Response from OTRS July 5, 2022 We appreciate your input. VR Verified Reviewer Copywriter E-Learning Used the software for: 6-12 months ### "One of the best CRM's we've used" September 20, 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 Response from OTRS September 22, 2023 Thanks for taking time to share your thoughts. We appreciate hearing about your experience. mukhtiyar A. IT Analyst Biotechnology Used the software for: 1-2 years ### "ITs an amazing OpenSource Application that can be used as a ticketing Tool" July 3, 2018 5.0 Being in the IT Service Desk it helps me track all my Tickets 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. Review Source Response from OTRS July 5, 2018 Thanks for your review, Mukhtiyar. Your thoughts are appreciated. Soma B. HR Manager Used the software for: 1-2 years ### "Great Application and Great Features" July 10, 2018 5.0 Customer Satisfaction increased by 80% 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 Review Source Response from OTRS 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. Tiju J. Service Delivery Manager Used the software for: 1-2 years ### "Just the best Ticketing Software that I've used" July 12, 2018 5.0 ease of addressing tickets and change requests 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. Review Source Response from OTRS July 17, 2018 Thanks for taking time to share your review, Tiju. We're glad for the feedback! MM Mike M. Treasurer Education Management Used the software for: 2+ years ### "OTRS has been a fabulous tool for tracking customer interactions" August 9, 2017 5.0 Our customer service improved because we no longer lost track of calls,follow ups, etc. 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). Review Source Response from OTRS 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 Jackson P. Assistant Manager Used the software for: 1-2 years ### "Great Product and great Features" June 25, 2018 5.0 Efficiency 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. Review Source Response from OTRS June 27, 2018 Thanks so much for your comments, Jackson. We appreciate you taking the time to write in. Soma B. Talent Acquisition Information Technology and Services Used the software for: 1-2 years ### "Great Ticketing Tool" October 11, 2018 5.0 Pros I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell. Cons This is an open source tool, so you get what you pay for. I did not find any other negative points. Review Source Response from OTRS October 16, 2018 Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS. VR Verified Reviewer Senior Business Analyst Information Technology and Services Used the software for: 6-12 months ### "customization makes easy issue tracking " June 2, 2019 4.0 Pros can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation Cons sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket. Review Source Response from OTRS June 3, 2019 Thanks for taking time to share your thoughts, and we're glad to hear that OTRS has been useful to you. I'll also share your comments with the rest of the team. Much appreciated. MJ Mohit J. Consultant Information Technology and Services Used the software for: 6-12 months ### "Basic Ticketing tool for customer desks" May 22, 2018 3.0 Basic software for small organization without advanced features of ITIL. 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. Review Source Response from OTRS June 1, 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. NF Nicola F. impiegato Government Administration Used the software for: 1-2 years ### "otrs/ vsv servicenow" February 8, 2023 2.0 si impalla continuamente ed è poco intuitivo va ricordato tutto a memoria Pros l'albero molto completo degli incident anche se poco intuitivo Cons l'apertura dei ticket e la stabilità online si impalla continuamente Review Source Response from OTRS February 14, 2023 Thanks for your input, Nicola. We appreciate any and all feedback. Mridun G. Student E-Learning Used the software for: Less than 6 months ### "Best experience" September 26, 2023 4.0 The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner Pros OTRS's ability to generate new processes and to change those that become obsolete within the system. Cons many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path Review Source Response from OTRS October 3, 2023 Thanks for sharing your thoughts. Manisha S. HR Manager Financial Services Used the software for: 1-2 years ### "OTRS an Amazing Tool - Easy and Efficient" August 2, 2018 5.0 Problem Management tickets were easy to track 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 Review Source Response from OTRS August 3, 2018 Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated! Simón Bernabé G. Operador de Servidores Used the software for: 2+ years ### "It is a great software very useful in the IT department of an organization" April 10, 2018 5.0 Ease to handle the eventualities with the stations of work and telecommunications of the organization 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. Review Source Response from OTRS April 12, 2018 Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights. HM Hamza M. Software Engineer Financial Services Used the software for: 1-2 years ### "One of the best Ticketing System out there" July 15, 2021 4.0 Pros Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard. Cons The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface. Review Source Response from OTRS March 30, 2022 Thank you for your review. We're glad to hear that it's working for you. You may be interested in the interface changes in OTRS 8, which offer far more individualization to agents. JC Jose C. IT Technician Used the software for: 2+ years ### "Complete customer support solution overall" April 4, 2018 4.0 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. Review Source Response from OTRS April 6, 2018 Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS. MP Maxim P. Infrastructure Specialist Biotechnology Used the software for: 2+ years ### "Its handy tool to have for an organization which does not have a lot of Infra/Solution staff." June 29, 2018 3.0 It's a great way to express what an application does from a User/Administrator point of view. 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. Review Source Response from OTRS July 3, 2018 Thanks for the feedback, Maxim. We appreciate it. CT Carlo T. IT Manager Financial Services Used the software for: 2+ years ### "Very useful product" May 17, 2019 4.0 Pros Easy ticket management, high product customization possibilities. Possibility to create many types of reports. Cons The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement. Review Source Response from OTRS May 21, 2019 Thank you for your comments and feedback. Much appreciate it. jB joshua B. IT Desktop Engineer Used the software for: 1-2 years ### "customizable, flexible and inexpensive, ITIL " June 8, 2018 5.0 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. Review Source Response from OTRS 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! GA Georges A. Service Manager Telecommunications Used the software for: 2+ years ### "With ITSM awareness and maturity, OTRS can be successfully adopted and adapted." June 14, 2018 4.0 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. 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) Review Source DJ Daisy J. Employee Arts and Crafts Used the software for: I used a free trial ### "Problem Solver" June 27, 2023 5.0 Pros OTRS offers different features that helps me go thoroughly and smoothly in my transactions with a minimum effort and maximum productivity. It is easy to navigate which is very helpful to me as a beginner. It organizes internal and external communication through clear structures. It literally solves my problem. Cons As a beginner, I haven't encounter any trouble using this software. Review Source Response from OTRS June 30, 2023 Thanks, Daisy. Glad to hear it's working well for your use case. RQ Remco Q. IT Regional Infrastructure Manager Consumer Services Used the software for: 2+ years ### "Great Service Desk ticketing Solution" August 15, 2018 5.0 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. Review Source Response from OTRS August 16, 2018 Thanks for taking time to review OTRS. We appreciate your thoughts. BM Binu M. Application Support Manager Consumer Goods Used the software for: 2+ years ### "Better than Remedy" July 14, 2018 5.0 Change Management and incidents are easy to manage with this tool 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 Review Source Response from OTRS July 17, 2018 Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS. PS Pam S. Business Support Manager Hospital & Health Care Used the software for: 2+ years ### "Awesome Ticketing Tool" October 3, 2018 5.0 Pros I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback . Cons It slows down sometimes, but a reboot always works Review Source Response from OTRS October 9, 2018 Thanks for taking time to review, Pam. Glad to hear it's going well for you. MJ Manjunath J. Senior System Administrator Used the software for: 1-2 years ### "Great Tool to work with . Its easy and fast" July 3, 2018 5.0 We use this as our Primary Ticketing Tool. 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 Review Source Response from OTRS July 5, 2018 Thanks for taking the time to write a review. We appreciate the feedback! 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