Who Uses OTRS?

As a service management suite, OTRS is traditionally used by help desks, ITSM organizations, corporate security teams and customer service teams.

What Is OTRS?

OTRS is a fully-managed service management suite that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM, Customer Service and Corporate Security professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way. Request a demo today.

OTRS Details

OTRS

http://www.otrs.com

Founded 2003

OTRS Pricing Overview

OTRS does not have a free version but does offer a free trial.

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

OTRS Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Contract Management
IT Asset Management
Incident Management
Knowledge Management
Release Management
Self Service Portal
Service Catalog
Service Reporting
Ticket Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
Assignment Management
Dashboard
Escalation Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Project Management
Recurring Issues
Task Management
Collaboration
Electronic Signature
Employee Activity Monitoring
Live Chat
Meeting Management
Remote Access
Remote Support
Softphone
Task Management
Time Zone Tracking
Video Chat
Web Conferencing
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal
Access Controls/Permissions
Business Process Automation
Calendar Management
Compliance Tracking
Customizable Dashboard
Document Management
Forms Management
Graphical Workflow Editor
Mobile Access
No-Code
Task Management
Third Party Integrations
Workflow Configuration

OTRS Reviews

Showing 5 of 62 reviews

Overall
4.5/5
Ease of Use
4.3/5
Customer Service
4.4/5
Features
4.5/5
Value for Money
4.6/5
Omar S.
Technical Coordinator
Higher Education
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 14/03/2018

"Opensource framework with modern front-end and perl backend"

Comments: Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Pros: Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Cons: The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Vendor Response

by OTRS on 22/03/2018

Thanks for taking time to share your experience, Omar.

  • Reviewer Source 
  • Reviewed on 14/03/2018
Verified Reviewer
Allround medewerker ICT
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 26/06/2018

"Very customizeable, professional service management software"

Comments: 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.

Vendor Response

by OTRS on 27/06/2018

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

  • Reviewer Source 
  • Reviewed on 26/06/2018
Mohit J.
Consultant
Information Technology & Services, 10,001+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 22/05/2018

"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.

Vendor Response

by OTRS on 01/06/2018

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.

  • Reviewer Source 
  • Reviewed on 22/05/2018
Mike M.
Treasurer
Education Management, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    3/5
  • Features & Functionality
    5/5
  • Customer Support
    3/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 09/08/2017

"OTRS has been a fabulous tool for tracking customer interactions"

Comments: 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).

Vendor Response

by OTRS on 13/10/2017

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

  • Reviewer Source 
  • Reviewed on 09/08/2017
Verified Reviewer
Analista júnior de sistemas
Internet, 201-500 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 27/03/2018

"We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well."

Comments: 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.

Vendor Response

by OTRS on 29/03/2018

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.

  • Reviewer Source 
  • Reviewed on 27/03/2018