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About OTRS
OTRS help desk is a service management solution that connects teams and businesses with customers through:
- Structured communication
- Automated workflows
- Customer, equipment, asset and location data (CMDB)
- Reporting
- Knowledge base
- Multi-channel communication
Improve satisfaction in any area of business, such as IT, customer support, security, HR or the office.
The solution offers many features. For instance, it:
- Allows teams to create custom service catalogs, categorize customers, and generate custom reports.
- Automates internal and external communication with coworkers and customers.
- Offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams.
- Provides multiple reports can be generated to analyze the performance of individuals, teams or assets.
- Includes workflow automation tools
- Has Service level agreements (SLAs), escalation management and a CMDB
- Uses calendaring to keeps resources organized and on task.
Contact OTRS experts for more information.
OTRS pricing
OTRS does not have a free version and does not offer a free trial.
Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No
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OTRS Reviews
Feature rating
5 reviews of 93
View all reviews
Valerie
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
5
Reviewed on 27/11/2023
Advanced customer service management application
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.
Response from OTRS
Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.
Replied 30/11/2023
Alan
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/10/2020
OTRS is great for small to midsize businesses
It's a great daily ticket email system.
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
Zendesk SuiteReasons for Switching to OTRS
It was free to get started and never cost unless you upgrade from Community edition.Response from OTRS
Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.
Replied 30/03/2022
Rene
- Industry: Chemicals
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
3
Reviewed on 13/01/2024
There are better Systems
We changed to Aagon ACMP and are pretty happy with it.
Pros
It is pretty cheap and does what is intended for.
Cons
not very flexible. many aspects are missing.
Response from OTRS
Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.
Replied 16/01/2024
Muhu
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 31/08/2024
One of the best ticketing tools in the IT world
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.
Response from OTRS
Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you.
Replied 03/09/2024
Sascha
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 15/01/2024
Ticket system with weaknesses
I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved.
The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements.
Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness.
Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.
Pros
Clear user interface, plugin capability provided.
Cons
oor adaptability, layout could be more appealing, inflexible
Alternatives Considered
ZammadResponse from OTRS
Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights.
Replied 17/01/2024
