# Page 4 | OTRS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of OTRS ## Showing most helpful reviews Showing 76-96 of 96 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use FT Francis T. ICT Service Desk Manager Consumer Goods Used the software for: 2+ years ### "Great to tailor to a good ITSM tool, after a first learning curve one can be efficient" July 9, 2018 5.0 Solid Incident management process rolled out Pros email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful Cons Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality Review Source Response from OTRS July 11, 2018 Thanks for taking time to send in a review, Francis. We appreciate your thoughts. GR Govinda R. IT manager Information Technology and Services Used the software for: 1-2 years ### "OTRS has outstanding functionalities, usability" November 17, 2017 5.0 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 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. Review Source TP Tom P. Application Manager Retail Used the software for: 2+ years ### "OTRS helps our business to organise our customer contacts in a structured way!" June 12, 2018 4.0 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 Review Source Response from OTRS June 16, 2018 Thanks for taking time to review OTRS, Tom. We appreciate the feedback. Jimmy K. IT Analyst ( Global Service Desk ) Internet Used the software for: Less than 6 months ### "First Ticketing Tool that I've ever Used. So Far So Good" October 2, 2018 5.0 Pros I've been using this tool for about 1 month now and I feel this is a great application to track tickets. The pending reminder feature is great and it lets us know when to follow up next Cons Its a little slow when you compare it with other Web based app, but other than that I love using the application Review Source Response from OTRS October 9, 2018 Glad it's going well for you so far, Jimmy. Thanks for taking time to share your thoughts. Johnson M. Storage and Backup Analyst Computer Networking Used the software for: Less than 6 months ### "Great Open Source Software" August 5, 2018 5.0 Pros We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy. Cons I can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes Review Source DS Dwipanita S. Analyst Accounts Consumer Goods Used the software for: 1-2 years ### "Account Receivable Team is more efficient " July 14, 2018 5.0 Efficient tracking of requests in the form of tickets Pros After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best Cons I don't believe there are anything negative about OTRS. The display interface could be a little better Review Source Response from OTRS July 17, 2018 Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS. RK Rajdeep K. Teacher Education Management Used the software for: Less than 6 months ### "Effective Office Management Software" September 12, 2023 4.0 I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use. Pros OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time. Cons The only thing that I like least is that I found it a bit complicated. Review Source Response from OTRS September 14, 2023 Thanks for the review, Rajdeep. BP Bas P. IT Director Consumer Goods Used the software for: 1-2 years ### "Best Ticketing Tool ever" July 14, 2018 5.0 Speed and efficiency Pros My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage Cons I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know Review Source Response from OTRS July 17, 2018 Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team! SS Sujoy S. CRM Analyst Consumer Goods Used the software for: 1-2 years ### "Great App that can be used in any Sector" July 14, 2018 5.0 Customer responses are managed on time Pros We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured Cons The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons Review Source Response from OTRS July 17, 2018 Thanks for the review, Sujoy. Glad to hear it's helping to manage SLAs. VR Verified Reviewer Analista de implantação Used the software for: Less than 6 months ### " We have a great experience with OTRS, an indispensable tool for managing request flow." June 21, 2018 5.0 Pros The main Pro point of the product is the control of time, sla and quality of care based on Itil v3. Cons The con point is the administration tools. We'd like that the configuration options would be more easy to control and more attractive. Review Source Response from OTRS June 24, 2018 Thank you so much for taking time to review OTRS. We appreciate the feedback! VR Verified Reviewer Business Development Manager Information Technology and Services Used the software for: 6-12 months ### "Easy tracking of reported queries" June 6, 2019 4.0 Pros user friendly and easy to use. enables escalation , owner updating and making notes to follow up. Cons users are copied with emails the replied mails create duplicate records in otrs Review Source Response from OTRS June 7, 2019 We appreciate you taking time to share your thoughts. Thank you. NM Nadia M. Administrative Coordinator I Education Management Used the software for: 6-12 months ### "Excellent Ticketing System " July 16, 2019 5.0 Overall, I had a really great experience with this program and would definitely recommend this program. Pros I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick. Cons The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly. Review Source Response from OTRS July 17, 2019 Thank you for taking time to share your thoughts. SR Suraj R. Senior Systems Trainer Information Technology and Services Used the software for: 6-12 months ### "easy tracking on the logged issues and reporting" August 13, 2019 4.0 Pros can be configured as required and the escalation and tracking is easier Cons sometimes it is slow when uploading attachments and duplicated when replied with email Review Source Response from OTRS August 14, 2019 Thank you for taking time to share your thoughts. It's appreciated. GP Gianluca P. Founder Used the software for: 1-2 years ### "We are using OTRS for a post-sale process of our Custmer" June 22, 2018 5.0 Pros Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket. Cons Reports are not deeply developed and this module can be improved. Some Reports standard are already developed and ready for use Review Source Response from OTRS June 25, 2018 Hi Gianluca. Thanks for taking time to share your thoughts on OTRS. We appreciate the feedback. Paola A. manager Arts and Crafts Used the software for: Less than 6 months ### "great tool for our business" September 30, 2023 5.0 Pros very easy to use and fast interface that helps to manage our business Cons i don't like that sometime it is a bit slow Review Source Response from OTRS October 3, 2023 Thanks for taking time to share your thoughts, Paola. JP Jerry P. Network Administrator Used the software for: ### "Arcane and painful" March 22, 2016 2.0 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. Review Source JM Jenna M. IT Support Consultant Computer Software Used the software for: I used a free trial ### "Great ITIL support product" July 2, 2019 5.0 Pros This product is really outstanding, we conducted a review of multiple service management tools and this came out on top. This gives us much more than call logging, there is the ability to set up full SLA criteria based on details logged by the users. When customers log calls depending on the information they provide means that the case they log can be sent to a specific queue for a specific team. Ability to see full detail about customer logging call: asset information, contact information and previous calls. There is a self help option to the product too which can assist with users basic enquiries. Cons Integration with outlook hasn't been the easiest. Review Source Response from OTRS July 16, 2019 Thank you for taking time to share your thoughts about OTRS. They are appreciated. SD Stijn D. Business Unit Manager Pesticides Consumer Services Used the software for: 6-12 months ### "Simplified Service Desk Ticketing Tool" August 19, 2018 5.0 Pros OTRS is a great Open Source ticketing tool. I am really glad it's designed that way, I do not have to pay extra for options that I do not want. The Service Desk team is able to track each ticket and provide appropriate solutions which are documented in each ticket Cons No Cons at all. Once again, since it is an open source product, we get what we pay for. Review Source GF Gianni F. Software architect and full stack developer Used the software for: Less than 6 months ### "A tool for processing requests" September 15, 2017 3.0 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. Review Source Response from OTRS 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 KA Katya A. Used the software for: ### "The best open source best practice's software" May 30, 2016 4.0 Pros The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management. Review Source Response from OTRS June 3, 2016 Thank you for choosing OTRS! GN G. N. Property management Real Estate Used the software for: Less than 6 months ### "Great way for IT organization " August 23, 2018 3.0 Pros Our IT department utilizes OTRS as a platform to organizing incoming support tickets and managing the needs of over 60 properties. The user friendly layout makes it very efficient. Cons There are minor clitches, such as when it freezes and or switching from one ticket to the next you have to completely start from the beginning for each situation. Review Source Response from OTRS August 24, 2018 Thank you for your feedback. 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.