OTRS reviews

Opensource framework with modern front-end and perl backend

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.

OTRS is great for small to midsize businesses

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.

Basic Ticketing tool for customer desks

Opmerkingen: Basic software for small organization without advanced features of ITIL.

Pluspunten:

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.

Minpunten:

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.

OTRS one of the best ticket management system for IT Teams

Pluspunten:

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

Minpunten:

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

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

Opmerkingen: The way we can centralize everything on it is real a benefit.

Pluspunten:

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.

Minpunten:

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.

OTRS a complex tool for the creation of Tickets.

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.

Keep track of all your support calls

Opmerkingen: The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Pluspunten:

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Minpunten:

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Pretty decent, but it does have a few flaws

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

Its a great and efficient tool for someone in the service desk

Opmerkingen: We use it as our primary ticketing tool

Pluspunten:

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Minpunten:

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Very useful product

Pluspunten:

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

Minpunten:

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement.

Very customizeable, professional service management software

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Very useful SW fo customer service ticketing

Opmerkingen: I recomend it for customer support.

Pluspunten:

The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.

Minpunten:

Sometimes I have to click a lot of categories to get somewhere or to fill something.

OTRS has been a fabulous tool for tracking customer interactions

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).

Muy recomnedable, para dar seguimiento a las solicitudes de los colaboradores, y evitar el correo

Opmerkingen: 1. Bajaron los tiempos de respuesta a las solicitudes. 2. no se pierden las solicitudes. 3. Se sabe el tiempo que se llevo en solucionar los tickets. 4. Se emiten reportes.

Pluspunten:

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

Minpunten:

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Complete customer support solution overall

Pluspunten:

You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support. And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger. Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

Minpunten:

The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

Feedback and the Support Received

Opmerkingen: I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Pluspunten:

the ability to track a tickets journey from start to resolution

Minpunten:

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

Overall , i found OTRS to be the easiest Ticketing system to use thus far

Opmerkingen: OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.

Pluspunten:

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

Minpunten:

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

Good, but the community version was discontinued

Opmerkingen: My experience was good, but since there is no community version anymore I'm moving to another one.

Pluspunten:

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

Minpunten:

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

OTRS a very good tool

Opmerkingen: OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.

Pluspunten:

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

Minpunten:

There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes

One of the best Ticketing System out there

Pluspunten:

Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard.

Minpunten:

The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface.

Great Incident Management Software, with all the Features, great value for money

Opmerkingen: Stable incident management software with all features needed, excellent value for money.

Pluspunten:

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.

Minpunten:

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

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

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)

customizable, flexible and inexpensive, ITIL

Pluspunten:

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Minpunten:

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Opmerkingen: Helps to control helpdesk and service functions across our organisation

Pluspunten:

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Minpunten:

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

Flexible and powerful helpdesk and service desk solution

Opmerkingen: My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.

Pluspunten:

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

Minpunten:

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