Helpt Nederlandse bedrijven al 15 jaar
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Wat is OTRS?
OTRS is een volledig managed service-pakket voor servicebeheer met onder andere functies als ticketing, werkstroom/procesautomatisering en notificatie. Processen kunnen worden aangepast om ITIL en/of specifieke beveiligingsvereisten op te nemen. Professionals in ITSM, klantenservice en bedrijfsbeveiliging gebruiken OTRS om hun communicatie te structureren en interne processen te stroomlijnen, zodat ze snel op elke situatie kunnen reageren en de best mogelijke service kunnen bieden op een kosteneffectieve manier. Vraag vandaag nog een demo aan.
Wie gebruikt OTRS?
Als een servicebeheerpakket wordt OTRS traditioneel gebruikt door helpdesks, ITSM-organisaties, bedrijfsbeveiligingsteams en klantenserviceteams.
Twijfels over OTRS?
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OTRS
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Reviews over OTRS
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.
Reactie OTRS
6 jaar geleden
Thanks for taking time to share your experience, Omar.
Eerder overwogen alternatieven:
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.
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.
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.
Reactie OTRS
5 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.
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.
Reactie OTRS
2 jaar geleden
Glad you're enjoying it. Thanks for taking time to write in.
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
Reactie OTRS
5 jaar geleden
We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.
