Filteren op:

Gemiddelde scores

  • In totaal
  • Gebruiksgemak
  • Klantenservice

Over OTRS

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

Meer informatie over OTRS

64 reviews worden weergegeven

Alan S.
Alan S.
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

OTRS is great for small to midsize businesses

5 vorig jaar

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.

Lukas P.
Head of Call Center in Slowakije
Telecommunicatie, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Very useful SW fo customer service ticketing

5 2 maanden geleden Nieuw

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.

Mohit J.
Consultant in India
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Basic Ticketing tool for customer desks

3 4 jaar geleden

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.

Reactie OTRS

4 jaar geleden

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.

Omar S.
Omar S.
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 4 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

4 jaar geleden

Thanks for taking time to share your experience, Omar.

Geverifieerde reviewer
Analista júnior de sistemas in Brazilië
Geverifieerde LinkedIn-gebruiker
Internet, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

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

5 4 jaar geleden

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.

Reactie OTRS

4 jaar geleden

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.

Annie M.
Annie M.
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 3 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

3 jaar geleden

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

Lindson D.
Lindson D.
IT Analyst in India
Geverifieerde LinkedIn-gebruiker
Machinebouw
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5 3 jaar geleden

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.

Reactie OTRS

3 jaar geleden

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

Andre L.
Andre L.
System Analyst in Brazilië
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Keep track of all your support calls

5 5 maanden geleden

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.

Hamza M.
Software Engineer in Pakistan
Financiële dienstverlening, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

One of the best Ticketing System out there

4 5 maanden geleden

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.

Carlo T.
IT Manager in Italië
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Very useful product

4 3 jaar geleden

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.

Reactie OTRS

3 jaar geleden

Thank you for your comments and feedback. Much appreciate it.

Geverifieerde reviewer
Allround medewerker ICT in Nederland
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Very customizeable, professional service management software

4 3 jaar geleden

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.

Reactie OTRS

3 jaar geleden

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

Mike M.
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 4 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

4 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

Jose C.
IT Technician in Paraguay
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Complete customer support solution overall

4 4 jaar geleden

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.

Reactie OTRS

4 jaar geleden

Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.

Sarah M.
Customer Support Manager in VK
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Feedback and the Support Received

4 5 jaar geleden

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

Reactie OTRS

5 jaar geleden

Dear Sarah, thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: [email protected] Best regards, OTRS Marketing Team

Geverifieerde reviewer
IT Team Lead in Roemenië
Geverifieerde LinkedIn-gebruiker
501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

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

4 3 jaar geleden

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

Reactie OTRS

3 jaar geleden

Thank you for taking time to review OTRS. We appreciate your feedback.

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

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

5 3 jaar geleden

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.

Reactie OTRS

3 jaar geleden

Thank you for taking time to review. We appreciate your feedback.

Georges A.
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 3 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)

Joshua B.
IT Desktop Engineer in VS
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

customizable, flexible and inexpensive, ITIL

5 3 jaar geleden

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.

Reactie OTRS

3 jaar geleden

Hi Joshua, Thanks for taking time to review OTRS. We appreciate the feedback. To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging. Thanks again for taking time to write in!

Malcolm B.
Head of IT International offices in Hongkong
Textiel, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5 3 jaar geleden

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

Reactie OTRS

3 jaar geleden

I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.

Geverifieerde reviewer
Managing Director in Tsjechië
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Flexible and powerful helpdesk and service desk solution

5 3 jaar geleden

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

Reactie OTRS

3 jaar geleden

Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.

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

Easy and Robust Software - Economical Ticketing Solution for any Organization

4 3 jaar geleden

Opmerkingen: Cost effective Ticketing Software .

Pluspunten:

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Minpunten:

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Reactie OTRS

3 jaar geleden

Thank you for your review. We appreciate the feedback.

Remco Q.
IT Regional Infrastructure Manager in India
Consumentendiensten, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Service Desk ticketing Solution

5 3 jaar geleden

Pluspunten:

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Minpunten:

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Reactie OTRS

3 jaar geleden

Thanks for taking time to review OTRS. We appreciate your thoughts.

Rosen R.
Program Manager Central IT Services in Duitsland
Luchtvaart(maatschappijen), 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!

5 3 jaar geleden

Pluspunten:

Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.

Minpunten:

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.

Reactie OTRS

3 jaar geleden

Hi Rosen. Thank you for taking time to share your thoughts on OTRS. We appreciate you doing so and hearing about your experience with it.

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

Better than Remedy

5 3 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

3 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
Senior Manager in India
Geverifieerde LinkedIn-gebruiker
Logistiek en toeleveringsketen, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

OTRS - Recommended Open source Ticketing System available in market

5 3 jaar geleden

Opmerkingen: - Internal operational efficiencies
- Improved business process agility
- Improved business process outcomes
- Improved customer relations/service

Pluspunten:

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

Minpunten:

- Need to create more UI themes , even though current are sufficient considering its free.

Reactie OTRS

3 jaar geleden

Thank you for taking time to review. We appreciate the feedback.