OTRS 2026: Benefits, Features & Pricing

Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee.

How Software Advice ensures transparency

Software Advice lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Users can talk to our advisors for free to receive software recommendations matching their needs. Software providers pay us for sponsored profiles to reach users interested in their products.

How Software Advice verifies reviews

Software Advice carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Independent research methodology

Researchers at Software Advice use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or talk to an advisor, this has no influence on our research or methodology.

Wondering if OTRS is right for your organization?

Our Distribution CRM Software selection experts can help you in 15 minutes or less.

On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

OTRS

4.4

(95)

Pricing

Pricing available upon request

About OTRS

OTRS help desk is a service management solution that connects teams and businesses with customers through structured communication, automated workflows, comprehensive customer, equipment, asset and location data (CMDB), detailed reporting, an extensive knowledge base and multi-channel communication.

OTRS enhances satisfaction in any area of business, such as IT, customer support, security, HR or the office. The solution offers a wide array of features designed to enhance efficiency and streamline operations. It allows teams to create custom service catalogs, categorize customers, and generate tailored reports, ensuring that specific needs are met with precision. Additionally, communication is automated both internally and externally, facilitating seamless interactions with coworkers and customers.

OTRS includes built-in role and authorization management tools, enabling the assignment of tickets to the appropriate individuals and teams. Multiple reports can be generated to analyze the performance of individuals, teams, or assets, providing valuable insights for continuous improvement. Workflow automation tools further enhance productivity, while service level agreements (SLAs), e...

OTRS Screenshots

OTRS Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

Plan includes:

Business Process Management
Ticket Allocation
Ticket Notification
Time Tracking
Encryption
Reporting & Dashboard

Confused about pricing? We've got you covered.

Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates.

OTRS Features

Features of OTRS
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Analytics
API
Approval Process Control
Asset Tracking
Assignment Management
Automated Routing
Availability Management
Business Process Automation
Calendar Management
Catalog Management
Change Management
Chat/Messaging
Client Portal
CMDB
Commenting/Notes
Communication Management
Compliance Management
Configurable Workflow
Configuration Management
Contact Management
Contract/License Management
Customer Database
Customer Support
Customizable Branding
Customizable Dashboard
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Email Alerts
Email Templates
Forms Management
Full Text Search
Graphical Workflow Editor
Help Desk Management
Inbox Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Management
Issue Scheduling
Issue Tracking
IT Asset Management
IT Risk Management
Key Performance Indicators
Knowledge Base Management
Knowledge Management
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
No-Code
Performance Metrics
Prioritization
Problem Management
Project Time Tracking
Queue Management
Real-Time Data
Real-Time Notifications
Real-Time Reporting
Real-Time Updates
Recurring Issues
Release & Deployment
Release Management
Remote Access/Control
Reporting/Analytics
Reporting & Statistics
Rich Text Editor
Role-Based Permissions
Rules-Based Workflow
Scheduled/Automated Reports
Search
Search/Filter
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Service Request Management
SSL Security
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Task Management
Task Progress Tracking
Template Management
Templates
Text Editing
Third-Party Integrations
Ticket Management
Time Zone Tracking
User Management
Widgets
Workflow Configuration
Workflow Management

OTRS Integrations

Jira

Bugzilla

ServiceNow

baramundi Management Suite

Icinga

Dynamics 365

See all 10 integrations

OTRS User Reviews

Overall Rating

4.4

Ratings Breakdown

60%

26%

12%

Secondary Ratings

Ease of Use

4.2

Value for money

4.5

Customer support

4.2

Functionality

4.4

Ethan M.

Verified reviewer

Information Technology and Services

201-500 employees

Used daily for less than 12 months

Reviewed October 2023

Excellent workflow management software

The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.

Cons:

I have not experienced performance downtimes since deployment.

Vendor Response

Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.

Replied October 2023

Alan S.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed October 2020

OTRS is great for small to midsize businesses

It's a great daily ticket email system.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

The support is little to non-existent but that is expected with the free tier.

Reasons for choosing OTRS

It was free to get started and never cost unless you upgrade from Community edition.

Vendor Response

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Replied March 2022

Nicolas P.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for less than 2 years

Review source

Reviewed January 2025

Helpdesk solution that need help to use it

Used it about 2 years for offer support in small company

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

exist in community edition or pro. Easy to found information to help in use.

Cons:

not easy to use and maybe too option for small company

Vendor Response

Thanks for the review, Nicolas. OTRS is, as you suggest, meant for use by SMBs and offers great value for the money. Recently, the company has launched pre-configured instances of the platform to support teams in getting up and running quickly and with greater ease. Options already exist for ITSM, customer service, HR and office management. This makes it easier for teams who are just getting started.

Replied January 2025

Justin H.

Verified reviewer

Education Management

11-50 employees

Used daily for more than 2 years

Review source

Reviewed January 2025

Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point

Used the community edition since version 3 and eventually made the move to the cloud product where we don't have to host it ourselves. That has increased performance and the migration was seemless.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive.

Cons:

The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1.

Muhu N.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for less than 2 years

Review source

Reviewed August 2024

One of the best ticketing tools in the IT world

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.

Cons:

Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.

Vendor Response

Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you.

Replied September 2024

Valerie B.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for less than 12 months

Reviewed November 2023

Advanced customer service management application

We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Cons:

The quality of service and feature functionalities have complied with our policies.

Vendor Response

Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.

Replied November 2023

Andre L.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

Its 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

Gustavo V.

Verified reviewer

Computer Software

11-50 employees

Used daily for less than 2 years

Review source

Reviewed December 2018

OTRS a complex tool for the creation of Tickets.

My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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.

Vendor Response

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

Replied December 2018

Omar S.

Verified reviewer

Higher Education

Used daily for more than 2 years

Review source

Reviewed March 2018

Opensource framework with modern front-end and perl backend

Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

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.

Vendor Response

Thanks for taking time to share your experience, Omar.

Replied March 2018

stefano A.

Verified reviewer

Accounting

2-10 employees

Used weekly for less than 2 years

Reviewed January 2024

useful tool for customer support

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

it helps our business to manage customer interactions in a simple but effective way

Cons:

i 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

Showing 1 - 10 of 95 Reviews

See All Reviews