--- description: Get detailed information about OTRS usability, features, price, benefits and disadvantages from verified user experiences. Read reviews and discover similar tools on Capterra Israel. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: OTRS Price, Reviews & Ratings - Capterra Israel 2026 --- Breadcrumb: [Home](/) > [Help Desk & Ticketing Software](/directory/30008/help-desk/software) > [OTRS](/software/127284/otrs) # OTRS Canonical: https://www.capterra.co.il/software/127284/otrs Page: 1 / 5\ Next: [Next page](https://www.capterra.co.il/software/127284/otrs?page=2) > Fully-managed service management solution with ticketing, workflow automation \& notifications for ITSM, Customer Svc and Security. > > Verdict: Rated **4.4/5** by 96 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses OTRS? As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 96 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support Software | 4.3/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: OTRS - **Location**: Cupertino, US - **Founded**: 2003 ## Commercial Context - **Target Audience**: 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Argentina, Australia, Belgium, Brazil, Canada, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, France, Germany, Ireland, Israel, Italy, Luxembourg, Mexico, Netherlands, New Zealand, Panama and 10 more ## Features - Access Controls/Permissions - Activity Dashboard - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Asset Tracking Software - Assignment Management - Automated Routing - Business Process Automation - CMDB Software - Catalog Management - Change Management Software - Compliance Management - Configuration Management - Contract/License Management - Customer Database - Customer Support Software - Customizable Branding - Customizable Templates - Dashboard Software - Forms Management - Full Text Search - Graphical Workflow Editor - IT Asset Management Software - Inbox Management - Incident Management Software - Inventory Management Software - Issue Auditing - Knowledge Base Management - Knowledge Management Software - Macros/Templated Responses - Multi-Channel Communication - Prioritization - Queue Management - Release Management - Reporting & Statistics - Reporting/Analytics - Rich Text Editor - Role-Based Permissions - Search/Filter - Self Service Portal - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Management Software - Ticket Management - User Management - Workflow Configuration - Workflow Management Software ... and 3 more features ## Integrations (10 total) - Bugzilla - Confluence - Dynamics 365 - GitLab - Icinga - Jira - Microsoft Teams - ServiceNow - Slack - baramundi Management Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk & Ticketing Software](https://www.capterra.co.il/directory/30008/help-desk/software) ## Related Categories - [Help Desk & Ticketing Software](https://www.capterra.co.il/directory/30008/help-desk/software) - [IT Service Software](https://www.capterra.co.il/directory/30672/it-service/software) - [Issue Tracking Software](https://www.capterra.co.il/directory/30675/issue-tracking/software) - [IT Service Management (ITSM) Software](https://www.capterra.co.il/directory/30676/itsm/software) - [Service Desk Software](https://www.capterra.co.il/directory/31027/service-desk/software) ## Alternatives 1. [Freshdesk](https://www.capterra.co.il/software/124981/freshdesk) — 4.5/5 (3408 reviews) 2. [Freshservice](https://www.capterra.co.il/software/132997/freshservice) — 4.5/5 (685 reviews) 3. [Zendesk Suite](https://www.capterra.co.il/software/164283/zendesk) — 4.4/5 (4072 reviews) 4. [Milvus](https://www.capterra.co.il/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://www.capterra.co.il/software/102188/liveagent) — 4.7/5 (1753 reviews) ## Reviews ### "I appreciate all the features that make my work easier." — 5.0/5 > **Allison** | *18 February 2026* | Semiconductors | Recommendation rating: 10.0/10 > > **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. > > Each ticket is managed precisely, and I can automate almost everything, maintaining perfect order without duplicate or unmanaged information that could be forgotten. ----- ### "Helpdesk solution that need help to use it" — 3.0/5 > **Nicolas** | *19 January 2025* | Information Technology & Services | Recommendation rating: 7.0/10 > > **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 > > Used it about 2 years for offer support in small company ----- ### "Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point" — 5.0/5 > **Justin** | *13 January 2025* | Education Management | Recommendation rating: 9.0/10 > > **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. > > 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. ----- ### "One of the best ticketing tools in the IT world" — 5.0/5 > **Muhu** | *31 August 2024* | Information Technology & Services | Recommendation rating: 8.0/10 > > **Pros**: Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more. > > **Cons**: 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. ----- ### "Comprehensive Ticketing System with Great Customization" — 5.0/5 > **Emilia** | *10 October 2024* | Information Technology & Services | Recommendation rating: 9.0/10 > > **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. > > 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. ----- Page: 1 / 5\ Next: [Next page](https://www.capterra.co.il/software/127284/otrs?page=2) ## Links - [View on Capterra](https://www.capterra.co.il/software/127284/otrs) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data