OTRS Reviews

Strategic business planning application

Comments: My role has been solid with efficient decision-making choices since I started using OTRS. The central information system has enhanced data transparency.

Pros:

OTRS gives me an opportunity to plan and organize sales and marketing tasks. It has enhanced effective monitoring of workflows and implementation of set projects. The customizable service delivery unit has created close customer relations.

Cons:

There is no negative alert that I have observed from the performance of this platform.

OTRS is a scalable and highly configurable service management tool.

Pros:

OTRS has the ability to automate numerous service management procedures, including reporting, escalation, and ticket routing. This can assist you in cutting expenses and increasing efficiency.

Cons:

There aren't many options for commercial support because OTRS is an open source solution. For businesses in need of assistance with installing, configuring, or utilizing OTRS, this could be problematic.

Basic Ticketing tool for customer desks

Comments: 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.

OTRS is a dynamic service management solution.

Comments: The ability to customize OTRS makes it possible to design a ticket system that is suited to the particular requirements. OTRS is a highly flexible and scalable service management solution that can be tailored to meet the unique requirements of any organization.

Pros:

The reporting tools in OTRS make it easier to monitor service management effectiveness and pinpoint problem areas. Encryption, access control, and auditing are just a few of the security features that OTRS has to offer to keep your information safe.

Cons:

To install, configure, and maintain OTRS, you need some technical skills. For businesses without a dedicated IT team, this can be difficult.

Best IT ticket handling

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

OTRS a complex tool for the creation of Tickets.

Comments: 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.

Advanced customer service management application

Comments: 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.

Excellent workflow management software

Comments: 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.

Fastest security handling software

Comments: The security processes are simple to track with proven excellent performance. This is the right tool for security compliance and I highly recommend it.

Pros:

The software has firm security system that has automated model for preventing cyber attacks. It has saved the company from regular attack incidents with efficient security responses.

Cons:

The cost is efficient and simple to work with under risk environments.

Powerful Tool for Ticket Management

Comments: 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.

Very useful SW fo customer service ticketing

Comments: 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.

OTRS a very good tool

Comments: 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

Great Incident Management Software, with all the Features, great value for money

Comments: 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.

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Comments: 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

OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!

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.

Its handy tool to have for an organization which does not have a lot of Infra/Solution staff.

Comments: 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.

Great and Simple Ticketing Tool

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.

Very useful product

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.

OTRS helps our business to organise our customer contacts in a structured way!

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

Decent Ticket Tracking Tool

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.

Great App that can be used in any Sector

Comments: 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

OTRS review

Pros:

Great amount of features and easy way to configure almost everything

Cons:

It takes time to set up and configure till running state

Great Tool to work with . Its easy and fast

Comments: 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

customization makes easy issue tracking

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.

One of the best CRM's we've used

Comments: 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