OTRS Reviews

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.

Pros

I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.

Cons

The support is little to non-existent but that is expected with the free tier.

Alternatives Considered

Reasons for Switching to OTRS

Pros

It is pretty cheap and does what is intended for.

Cons

not very flexible. many aspects are missing.

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.

Pros

Clear user interface, plugin capability provided.

Cons

oor adaptability, layout could be more appealing, inflexible

Alternatives Considered

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.

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

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.

Pros

it helps our business to manage customer interactions in a simple but effective way

Cons

i would like to have more tools to automate repetitive tasks

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.

Pros

We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail.

Cons

Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.

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.

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.

Pros

As both a user and an administrator of the software i found the following in my last year of using the software :

Ease of use
Flexibility
Easy customization
Open Source
Powerful Tools

Cons

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :

Convoluted Process management
SLA administration cumbersome to use and config
Lacking a few features out of the box

Pros

1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander

Cons

1. Outdated design
2. No mobile app
3. Relatively complex integration through web services

Pros

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are.
- You can customize your own process and according to you Ex – standard time to meet the SLA
- The support team is available 24/7 for help and with every new update.

Cons

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

Pros

Is very flexible, adaptive to almost every kind of organization.
Easy for users.
Many features available where to pick the more suitable for your needs

Cons

Quite complex the administration, especially when is necessary to change the standard settings.
Some features are not easy to implement.

Pros

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Cons

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

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.

Pros

the ability to track a tickets journey from start to resolution

Cons

some of the terminoligy in the system configuration isn't very user friendly

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)

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.

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

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.

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