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Over OTRS

Een volledig managed service-beheerpakket met ticketing, werkstroomautomatisering en notificatie voor ITSM, klantenservice en beveiliging.

Meer informatie over OTRS

Pluspunten:

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Minpunten:

This is an open source tool, so you get what you pay for.

Beoordelingen van OTRS

Gemiddelde score

Gebruiksgemak
4,2
Klantenservice
4,3
Functies
4,4
Prijs-kwaliteitverhouding
4,4

Waarschijnlijkheid van aanbeveling

8,5/10

OTRS heeft een totaalscore van 4,4 van 5 sterren op basis van 88 gebruikersreviews op Capterra.

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Reviews filteren (88)

Omar
Omar
Technical Coordinator in VS
Geverifieerde LinkedIn-gebruiker
Hoger onderwijs
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Opensource framework with modern front-end and perl backend

5,0 6 jaar geleden

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

Pluspunten:

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.

Minpunten:

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.

Reactie OTRS

6 jaar geleden

Thanks for taking time to share your experience, Omar.

Alan
Alan
Consulting Engineer in VS
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: GetApp

Eerder overwogen alternatieven:

OTRS is great for small to midsize businesses

5,0 3 jaar geleden

Opmerkingen: It's a great daily ticket email system.

Pluspunten:

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.

Minpunten:

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

Reactie OTRS

2 jaar geleden

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Rene
IT System Engineer in Italië
Chemicaliën, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

There are better Systems

3,0 vorige maand Nieuw

Opmerkingen: We changed to Aagon ACMP and are pretty happy with it.

Pluspunten:

It is pretty cheap and does what is intended for.

Minpunten:

not very flexible. many aspects are missing.

Reactie OTRS

vorige maand

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatiediensten, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Best IT ticket handling

5,0 3 maanden geleden

Pluspunten:

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.

Minpunten:

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

Reactie OTRS

3 maanden geleden

Glad to hear that OTRS is working well as your IT ticket handling system.

Annie
Annie
IT Service Desk in India
Geverifieerde LinkedIn-gebruiker
Luxeartikelen en sieraden
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Pretty decent, but it does have a few flaws

4,0 6 jaar geleden

Opmerkingen: IT Asset Management got easy for us. Thank you for coming up with this application

Pluspunten:

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Minpunten:

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Reactie OTRS

6 jaar geleden

We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

Valerie
Valerie
Frontend Developer in Moldavië
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Advanced customer service management application

5,0 3 maanden geleden

Opmerkingen: 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.

Pluspunten:

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Minpunten:

The quality of service and feature functionalities have complied with our policies.

Reactie OTRS

3 maanden geleden

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.

Gustavo
Gustavo
Middleware Manager in El Salvador
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

OTRS a complex tool for the creation of Tickets.

3,0 5 jaar geleden

Opmerkingen: My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Pluspunten:

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.

Minpunten:

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.

Reactie OTRS

5 jaar geleden

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

Ethan
Ethan
Network Security Engineer in Ierland
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Excellent workflow management software

5,0 4 maanden geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

I have not experienced performance downtimes since deployment.

Reactie OTRS

4 maanden geleden

Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.

stefano
stefano
manager in Italië
Geverifieerde LinkedIn-gebruiker
Administratie, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

useful tool for customer support

5,0 vorige maand Nieuw

Pluspunten:

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

Minpunten:

i would like to have more tools to automate repetitive tasks

Reactie OTRS

vorige maand

Thanks for writing and glad to hear it's helped with customer support. It may help to explore process management in order to automate some of those tasks. Here's a link to the documentation: https://academy.otrs.com/doc/admin/processes-automation/

Martina
Martina
Photographer in Italië
Geverifieerde LinkedIn-gebruiker
Fotografie, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Good Experience

4,0 2 maanden geleden Nieuw

Pluspunten:

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

Minpunten:

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

Reactie OTRS

2 maanden geleden

Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs.

Mike
Treasurer in VS
Schoolleiding, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

OTRS has been a fabulous tool for tracking customer interactions

5,0 7 jaar geleden

Opmerkingen: Our customer service improved because we no longer lost track of calls,follow ups, etc.

Pluspunten:

Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Minpunten:

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).

Reactie OTRS

6 jaar geleden

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

Georges
Service Manager in Luxemburg
Telecommunicatie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

4,0 6 jaar geleden

Opmerkingen: Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Pluspunten:

Adaptability to agents organization and processes. ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Minpunten:

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)

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Open source ITSM tool

3,0 vorig jaar

Opmerkingen: It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration

Pluspunten:

Once you had it configured, the ticketing functionality worked well.

Minpunten:

The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module.

Reactie OTRS

vorig jaar

Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition.

Binu
Application Support Manager in India
Consumentengoederen, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Better than Remedy

5,0 6 jaar geleden

Opmerkingen: Change Management and incidents are easy to manage with this tool

Pluspunten:

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Minpunten:

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Reactie OTRS

6 jaar geleden

Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Used extensively for the past 10 years

5,0 6 jaar geleden

Opmerkingen: Cheap effective solution for handling incoming client requests.

Pluspunten:

Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Minpunten:

Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Reactie OTRS

6 jaar geleden

Thank you for sharing your thoughts. We appreciate the review.

Govinda
IT manager in India
Informatietechnologie en -diensten, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

OTRS has outstanding functionalities, usability

5,0 6 jaar geleden

Opmerkingen: OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Pluspunten:

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Minpunten:

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Dwipanita
Analyst Accounts in India
Consumentengoederen, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Account Receivable Team is more efficient

5,0 6 jaar geleden

Opmerkingen: Efficient tracking of requests in the form of tickets

Pluspunten:

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

Minpunten:

I don't believe there are anything negative about OTRS. The display interface could be a little better

Reactie OTRS

6 jaar geleden

Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.

Bas
IT Director in India
Consumentengoederen, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Best Ticketing Tool ever

5,0 6 jaar geleden

Opmerkingen: Speed and efficiency

Pluspunten:

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

Minpunten:

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Reactie OTRS

6 jaar geleden

Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!

Soma
Soma
HR Manager in India
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great Application and Great Features

5,0 6 jaar geleden

Opmerkingen: Customer Satisfaction increased by 80%

Pluspunten:

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

Minpunten:

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

Reactie OTRS

6 jaar geleden

Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.

Tiju
Tiju
Service Delivery Manager in Denemarken
Geverifieerde LinkedIn-gebruiker
, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Just the best Ticketing Software that I've used

5,0 6 jaar geleden

Opmerkingen: ease of addressing tickets and change requests

Pluspunten:

My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource

Minpunten:

I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down.

Reactie OTRS

6 jaar geleden

Thanks for taking time to share your review, Tiju. We're glad for the feedback!

Jackson
Jackson
Assistant Manager in India
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great Product and great Features

5,0 6 jaar geleden

Opmerkingen: Efficiency

Pluspunten:

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

Minpunten:

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

Reactie OTRS

6 jaar geleden

Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.

Simón Bernabé
Simón Bernabé
Operador de Servidores in Venezuela
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

It is a great software very useful in the IT department of an organization

5,0 6 jaar geleden

Opmerkingen: Ease to handle the eventualities with the stations of work and telecommunications of the organization

Pluspunten:

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

Minpunten:

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

Reactie OTRS

6 jaar geleden

Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.

Nadia
Administrative Coordinator I in VS
Schoolleiding, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Excellent Ticketing System

5,0 5 jaar geleden

Opmerkingen: Overall, I had a really great experience with this program and would definitely recommend this program.

Pluspunten:

I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.

Minpunten:

The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly.

Reactie OTRS

5 jaar geleden

Thank you for taking time to share your thoughts.

Mridun
Mridun
Student in India
Geverifieerde LinkedIn-gebruiker
E-learning, Zelfstandig ondernemer
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Best experience

4,0 5 maanden geleden

Opmerkingen: The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner

Pluspunten:

OTRS's ability to generate new processes and to change those that become obsolete within the system.

Minpunten:

many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path

Reactie OTRS

5 maanden geleden

Thanks for sharing your thoughts.

Jimmy
Jimmy
IT Analyst ( Global Service Desk ) in India
Geverifieerde LinkedIn-gebruiker
Internet, 501-1.000 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

First Ticketing Tool that I've ever Used. So Far So Good

5,0 5 jaar geleden

Pluspunten:

I've been using this tool for about 1 month now and I feel this is a great application to track tickets. The pending reminder feature is great and it lets us know when to follow up next

Minpunten:

Its a little slow when you compare it with other Web based app, but other than that I love using the application

Reactie OTRS

5 jaar geleden

Glad it's going well for you so far, Jimmy. Thanks for taking time to share your thoughts.