--- title: "OTRS Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of OTRS. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if OTRS is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/otrs-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Distribution CRM Software](https://www.softwareadvice.com/category/3846-distribution-crm/) / [OTRS](https://www.softwareadvice.com/crm/otrs-profile/) / OTRS Reviews 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. [Overview](https://www.softwareadvice.com/crm/otrs-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/otrs-profile/alternatives/) # OTRS User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 96 ### Secondary ratings - Ease of use: 4.2/5 - Customer support: 4.3/5 - Value for money: 4.5/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 58 reviews (60%) - 4 stars: 25 reviews (26%) - 3 stars: 11 reviews (11%) - 2 stars: 2 reviews (2%) - 1 star: 0 reviews (0%) ### Most mentioned pros - Every time a request arrives, OTRS converts it into a ticket with a unique ID, probably the most useful feature for preventing anything from getting lost or duplicated. - The processing of a ticket is a really fast process, and has the main features required to provide customers support. - That has increased performance and the migration was seemless. ### Most mentioned cons - It was not as flexible as I would have liked, and options for layout customization could be improved. - Can't handle multiple ticket at same time its slow down or Crashed. - OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you. ## OTRS customer reviews Showing reviews 1-25 of 96 (page 1). ### Pretty decent, but it does have a few flaws - Overall rating: 4/5 - Reviewer: Annie M. - Verified reviewer: Yes - Industry: Luxury Goods & Jewelry - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. IT Asset Management got easy for us. Thank you for coming up with this application #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros 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. #### Cons Its 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 --- ### Its a great and efficient tool for someone in the service desk - Overall rating: 5/5 - Reviewer: Lindson D. - Verified reviewer: Yes - Industry: Machinery - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We use it as our primary ticketing tool #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons none 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 --- ### Open source ITSM tool - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This review was submitted organically. No incentive was offered It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Functionality: 2/5 #### Pros Once you had it configured, the ticketing functionality worked well. #### Cons The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module. #### Reasons for choosing OTRS Because it is open source and it had good reviews on the community. #### Vendor response Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition. Replied September 2022 --- ### Powerful Tool for Ticket Management - Overall rating: 4/5 - Reviewer: Abhishek K. - Verified reviewer: Yes - Industry: Accounting - Company size: 501-1000 employees - Product usage: Used daily for free trial - Reviewed: November 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue. #### Cons Can'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 --- ### Good Experience - Overall rating: 4/5 - Reviewer: Martina L. - Verified reviewer: Yes - Industry: Photography - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: December 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 5/5 #### Pros The processing of a ticket is a really fast process, and has the main features required to provide customers support. #### Cons OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you. #### Vendor response Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs. Replied January 2024 --- ### ITs an amazing OpenSource Application that can be used as a ticketing Tool - Overall rating: 5/5 - Reviewer: mukhtiyar a. - Verified reviewer: Yes - Industry: Biotechnology - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Being in the IT Service Desk it helps me track all my Tickets #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS #### Cons As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface. #### Vendor response Thanks for your review, Mukhtiyar. Your thoughts are appreciated. Replied July 2018 --- ### Great Application and Great Features - Overall rating: 5/5 - Reviewer: Soma B. - Verified reviewer: Yes - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Customer Satisfaction increased by 80% #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We 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% #### Cons I 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 --- ### Just the best Ticketing Software that I've used - Overall rating: 5/5 - Reviewer: Tiju J. - Verified reviewer: Yes - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. ease of addressing tickets and change requests #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros My 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 #### Cons I 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 --- ### Great Product and great Features - Overall rating: 5/5 - Reviewer: Jackson P. - Verified reviewer: Yes - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Efficiency #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The 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 #### Cons It 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 --- ### Great Ticketing Tool - Overall rating: 5/5 - Reviewer: Soma B. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: October 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell. #### Cons This is an open source tool, so you get what you pay for. I did not find any other negative points. #### Vendor response Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS. Replied October 2018 --- ### OTRS one of the best ticket management system for IT Teams - Overall rating: 5/5 - Reviewer: Jorge C. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients. #### Cons May 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 --- ### One of the best ticketing tools in the IT world - Overall rating: 5/5 - Reviewer: Muhu N. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: August 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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 --- ### OTRS review - Overall rating: 4/5 - Reviewer: Georgi R. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Great amount of features and easy way to configure almost everything #### Cons It takes time to set up and configure till running state #### Vendor response Thanks for sharing your thoughts, Georgi. Replied July 2022 --- ### Very useful SW fo customer service ticketing - Overall rating: 5/5 - Reviewer: Lukas P. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I recomend it for customer support. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull. #### Cons Sometimes I have to click a lot of categories to get somewhere or to fill something. #### Reasons for choosing OTRS Easy to get and use. #### Vendor response Thank you for taking time to share your thoughts. Replied March 2022 --- ### OTRS - Recommended Open source Ticketing System available in market - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Logistics and Supply Chain - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. - Internal operational efficiencies - Improved business process agility - Improved business process outcomes - Improved customer relations/service #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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 --- ### Used extensively for the past 10 years - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Cheap effective solution for handling incoming client requests. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease. #### Cons Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems. #### Vendor response Thank you for sharing your thoughts. We appreciate the review. Replied July 2018 --- ### otrs review - Overall rating: 5/5 - Reviewer: syed f. - Verified reviewer: Yes - Industry: Transportation/ Trucking/ Railroad - Company size: 5001-10000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2022 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given #### Cons there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed #### Vendor response We appreciate your input. Replied July 2022 --- ### OTRS has been a fabulous tool for tracking customer interactions - Overall rating: 5/5 - Reviewer: Mike M. - Industry: Education Management - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our customer service improved because we no longer lost track of calls,follow ups, etc. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc. #### Cons 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). #### Vendor response 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 Replied October 2017 --- ### customization makes easy issue tracking - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 12 months - Reviewed: June 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation #### Cons sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket. #### Vendor response Thanks for taking time to share your thoughts, and we're glad to hear that OTRS has been useful to you. I'll also share your comments with the rest of the team. Much appreciated. Replied June 2019 --- ### One of the best Ticketing System out there - Overall rating: 4/5 - Reviewer: Hamza M. - Verified reviewer: Yes - Industry: Financial Services - Company size: 501-1000 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. #### Vendor response Thank you for your review. We're glad to hear that it's working for you. You may be interested in the interface changes in OTRS 8, which offer far more individualization to agents. Replied March 2022 --- ### customizable, flexible and inexpensive, ITIL - Overall rating: 5/5 - Reviewer: joshua B. - Product usage: Used daily for less than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages. #### Cons 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. #### 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 --- ### Problem Solver - Overall rating: 5/5 - Reviewer: Daisy J. - Verified reviewer: Yes - Industry: Arts and Crafts - Company size: Self-Employed - Product usage: Used weekly for free trial - Reviewed: June 2023 - Review source details: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros OTRS offers different features that helps me go thoroughly and smoothly in my transactions with a minimum effort and maximum productivity. It is easy to navigate which is very helpful to me as a beginner. It organizes internal and external communication through clear structures. It literally solves my problem. #### Cons As a beginner, I haven't encounter any trouble using this software. #### Vendor response Thanks, Daisy. Glad to hear it's working well for your use case. Replied June 2023 --- ### Better than Remedy - Overall rating: 5/5 - Reviewer: Binu M. - Industry: Consumer Goods - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Change Management and incidents are easy to manage with this tool #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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 #### Cons There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system #### Vendor response Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS. Replied July 2018 --- ### Great to tailor to a good ITSM tool, after a first learning curve one can be efficient - Overall rating: 5/5 - Reviewer: Francis T. - Industry: Consumer Goods - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Solid Incident management process rolled out #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful #### Cons Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality #### Vendor response Thanks for taking time to send in a review, Francis. We appreciate your thoughts. Replied July 2018 --- ### OTRS helps our business to organise our customer contacts in a structured way! - Overall rating: 4/5 - Reviewer: Tom P. - Industry: Retail - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices. #### Cons It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists #### Vendor response Thanks for taking time to review OTRS, Tom. We appreciate the feedback. Replied June 2018 ## More reviews [Next reviews](https://www.softwareadvice.com/crm/otrs-profile/reviews/?page=2) --- OTRS Reviews, Pros and Cons - 2026 Software Advice