All OTRS Reviews
1-25 of 89 Reviews
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Andre
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2021
Keep track of all your support calls
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
PROSIf 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.
CONSIts look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.
Vendor Response
Glad you're enjoying it. Thanks for taking time to write in.
Replied March 2022
Anonymous
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2018
Very customizeable, professional service management software
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.
PROSI'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.
CONSThere 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.
Vendor Response
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
Replied June 2018
Samuel
Government Administration, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed June 2019
Good, but the community version was discontinued
My experience was good, but since there is no community version anymore I'm moving to another one.
PROSNo pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.
CONSSince there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
Vendor Response
Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.
Replied July 2019
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Overall , i found OTRS to be the easiest Ticketing system to use thus far
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.
PROSAs 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
CONSAlthough 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
Vendor Response
Thank you for taking time to review OTRS. We appreciate your feedback.
Replied June 2018
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2018
We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.
The way we can centralize everything on it is real a benefit.
PROSThe 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.
CONSWhen 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.
Vendor Response
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.
Replied March 2018
Annie
Verified reviewer
Luxury Goods & Jewelry
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2018
Pretty decent, but it does have a few flaws
IT Asset Management got easy for us. Thank you for coming up with this application
PROSThe 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.
CONSIts not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years
Vendor Response
We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.
Replied July 2018
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed May 2019
Flexible and powerful helpdesk and service desk solution
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.
PROS1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander
CONS1. Outdated design 2. No mobile app 3. Relatively complex integration through web services
Vendor Response
Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.
Replied May 2019
Anonymous
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2018
Easy and Robust Software - Economical Ticketing Solution for any Organization
Cost effective Ticketing Software .
PROSThis 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
CONSVendor Support is something that I would expect to be a little better. For some changes they charge a lot
Vendor Response
Thank you for your review. We appreciate the feedback.
Replied July 2018
Lindson
Verified reviewer
Machinery
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Its a great and efficient tool for someone in the service desk
We use it as our primary ticketing tool
PROSI 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.
CONSnone actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.
Vendor Response
Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.
Replied July 2018
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2018
OTRS - Recommended Open source Ticketing System available in market
- Internal operational efficiencies - Improved business process agility - Improved business process outcomes - Improved customer relations/service
PROS- 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.
CONS- Need to create more UI themes , even though current are sufficient considering its free.
Vendor Response
Thank you for taking time to review. We appreciate the feedback.
Replied December 2018
Jorge
Information Technology and Services, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2022
OTRS one of the best ticket management system for IT Teams
OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.
CONSMay 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.
Vendor Response
Thanks for the review, Jorge. It sounds like you're using ((OTRS)) Community Edition. If you're interested in the commercial versions, they fall under the OTRS name specifically and information is available at OTRS.com. Appreciate you taking the time to review.
Replied September 2022
joshua
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
customizable, flexible and inexpensive, ITIL
It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.
CONSIt 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.
Vendor Response
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!
Replied June 2018
Rosen
Airlines/Aviation, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!
Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.
CONSThere 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.
Vendor Response
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.
Replied June 2018
Michael
Consumer Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
Great and Simple Ticketing Tool
Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.
CONSI did not find any cons regarding OTRS.
Vendor Response
Thanks for the feedback, Michael. We appreciate you taking the time.
Replied August 2018
Govinda
Information Technology and Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2017
OTRS has outstanding functionalities, usability
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
PROSLow cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.
CONSData encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.
Dwipanita
Consumer Goods, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Account Receivable Team is more efficient
Efficient tracking of requests in the form of tickets
PROSAfter 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
CONSI don't believe there are anything negative about OTRS. The display interface could be a little better
Vendor Response
Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.
Replied July 2018
Bas
Consumer Goods, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Best Ticketing Tool ever
Speed and efficiency
PROSMy 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
CONSI 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
Vendor Response
Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!
Replied July 2018
Soma
Verified reviewer
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Great Application and Great Features
Customer Satisfaction increased by 80%
PROSWe 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%
CONSI could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application
Vendor Response
Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.
Replied July 2018
Tiju
Verified reviewer
1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Just the best Ticketing Software that I've used
ease of addressing tickets and change requests
PROSMy 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
CONSI 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.
Vendor Response
Thanks for taking time to share your review, Tiju. We're glad for the feedback!
Replied July 2018
Jackson
Verified reviewer
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Great Product and great Features
Efficiency
PROSThe 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
CONSIt could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.
Vendor Response
Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.
Replied June 2018
stefano
Verified reviewer
Accounting, 2-10 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
useful tool for customer support
it helps our business to manage customer interactions in a simple but effective way
CONSi would like to have more tools to automate repetitive tasks
Vendor Response
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/
Replied January 2024
Abhishek
Verified reviewer
Accounting, 501-1,000 employees
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed November 2023
Powerful Tool for Ticket Management
Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.
PROSIts help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.
CONSCan't handle multiple ticket at same time its slow down or Crashed.
Vendor Response
Thanks for taking time to share your insights, Abhishek. I'll share your feedback about the multiple tickets with the team too.
Replied November 2023
Suraj
Information Technology and Services, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2019
easy tracking on the logged issues and reporting
can be configured as required and the escalation and tracking is easier
CONSsometimes it is slow when uploading attachments and duplicated when replied with email
Vendor Response
Thank you for taking time to share your thoughts. It's appreciated.
Replied August 2019
Jerry
Used free trial
OVERALL RATING:
2
EASE OF USE
2
CUSTOMER SUPPORT
1
Reviewed March 2016
Arcane and painful
I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment handler. However, unless you have a dynamite MySQL DBA, a PERL programmer with years of experience, and an MIT educated Linux administrator on staff, stay away from OTRS! Don't be seduced by the fantasy of Pay for Support Open Source! Also, don't be strong-armed into considering purchasing their Cloud Based solutions. There are cheaper and better services out there.
Johnson
Verified reviewer
Computer Networking, 5,001-10,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
Great Open Source Software
We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy.
CONSI can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes