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Wat is OTRS?

OTRS is een volledig managed service-beheerpakket voor helpdesks, inclusief ticketing, automatisering en notificatie. Het kan worden geconfigureerd om overeen te komen met de behoeften van je helpdesk, met functies zoals ITIL-processen, CMDB, SLA-beheer of beheer van het bedrijfsbeveiligingsproces. Het is een ideale oplossing voor helpdesks die de communicatie willen stroomlijnen, trends willen volgen en opsporen en goede service willen leveren aan hun klanten. Probeer OTRS vandaag nog.

Wie gebruikt OTRS?

Als een servicebeheerpakket wordt OTRS traditioneel gebruikt door helpdesks, ITSM-organisaties, bedrijfsbeveiligingsteams en klantenserviceteams.

OTRS Software - 1
OTRS Software - 2
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OTRS Software - 5

Twijfels over OTRS? Vergelijk met een populair alternatief

OTRS

OTRS

4,4 (89)
US$ 1,00
jaar
Gratis versie
Gratis proefversie
104
5
4,2 (89)
4,4 (89)
4,3 (89)
VS.
Beginprijs
Prijsopties
Functies
Integraties
Gebruiksgemak
Prijs-kwaliteitverhouding
Klantenservice
US$ 25,00
maand
Gratis versie
Gratis proefversie
194
26
4,0 (18.330)
4,0 (18.330)
4,1 (18.330)
Groene beoordelingsbalken geven het winnende product aan, op basis van de gemiddelde beoordeling en het aantal reviews.

Andere goede alternatieven voor OTRS

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Klanten volgen
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SysAid
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Zendesk Suite
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Vivantio
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EcholoN
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Kennisbankbeheer
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Zelfserviceportal
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Documenten opslaan
Mobiele toegang
Zoeken/filteren
CloudBlue PSA
Functies met hoogste score
Rapportage/projecten volgen
Taakbeheer
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Functies met hoogste score
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Reviews over OTRS

Gemiddelde score

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

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Reviews zoeken op score

5
60%
4
27%
3
11%
2
2%
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 4 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.

Mohit
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

3,0 6 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

6 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.

Sascha
Head of Service in Duitsland
Computer- en netwerkbeveiliging, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Ticket system with weaknesses

4,0 4 maanden geleden

Opmerkingen: 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.

Pluspunten:

Clear user interface, plugin capability provided.

Minpunten:

oor adaptability, layout could be more appealing, inflexible

Reactie OTRS

4 maanden geleden

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.

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 6 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

6 maanden geleden

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