# OTRS Reviews, Pros and Cons - 2026 Software Advice

> 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: https://www.softwareadvice.com/crm/otrs-profile/reviews

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OTRS Reviews

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[Overview](https://www.softwareadvice.com/crm/otrs-profile/)

Reviews

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# OTRS Reviews

## Reviews Summary

## Overall Rating

4.4

* * *

## Ratings Breakdown

5

(58)

4

(25)

3

(11)

2

(2)

1

(0)

## Secondary Ratings

Ease-of-use

4.2

Customer Support

4.3

Value for money

4.5

Functionality

4.4

* * *

### 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."

"This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks"

"The processing of a ticket is a really fast process, and has the main features required to provide customers support."

### 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."

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