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OTRS

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OTRS 2026: Benefits, Features & Pricing

Wondering if OTRS is right for your organization?

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On this page
  • Overview
  • Pricing and Plans
  • Features
  • Integrations
  • User Reviews

Overview

OTRS
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...

scalation management, and a comprehensive CMDB ensure that service delivery is both timely and effective. Additionally, the use of calendaring keeps resources organized and on task, promoting a structured and efficient work environment.

OTRS Screenshots

0
0
1
2
3
4
5

OTRS Pricing and Plans

Free Trial
Free Version

Basic

Pricing available upon request

Plan includes:

  • Business Process Management
  • Ticket Allocation
  • Ticket Notification
  • Time Tracking
  • Encryption
  • Reporting & Dashboard
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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
Jira
Bugzilla
Bugzilla
ServiceNow
ServiceNow
baramundi Management Suite
baramundi Management Suite
Icinga
Icinga
Dynamics 365
Dynamics 365

See all 10 integrations

OTRS User Reviews

Overall Rating

4.4

Ratings Breakdown

5

60%

4

26%

3

12%

2

2%

1

0%

Secondary Ratings

Ease of Use

4.2

Value for money

4.5

Customer support

4.2

Functionality

4.4

Annie's profile

Annie M.

Verified reviewer

Luxury Goods & Jewelry

Used daily for more than 2 years

Review source

Reviewed July 2018

Pretty decent, but it does have a few flaws

4

IT Asset Management got easy for us. Thank you for coming up with this application

Ratings Breakdown

4
Ease of use
5
Value for money
4
Customer support
4
Functionality
icon
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

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Lindson's profile

Lindson D.

Verified reviewer

Machinery

Used daily for more than 2 years

Review source

Reviewed July 2018

Its a great and efficient tool for someone in the service desk

5

We use it as our primary ticketing tool

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

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VR

Verified
Reviewer

Information Technology and Services

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed September 2022

Open source ITSM tool

3

It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration

Ratings Breakdown

3
Ease of use
3
Value for money
2
Functionality
icon
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

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Abhishek's profile

Abhishek K.

Verified reviewer

Accounting

501-1000 employees

Used daily for free trial

Reviewed November 2023

Powerful Tool for Ticket Management

4

Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.

Ratings Breakdown

4
Ease of use
4
Value for money
3
Customer support
5
Functionality
icon
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

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Martina's profile

Martina L.

Verified reviewer

Photography

11-50 employees

Used weekly for less than 12 months

Reviewed December 2023

Good Experience

4

Ratings Breakdown

3
Ease of use
5
Functionality
icon
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

Read More

mukhtiyar's profile

mukhtiyar a.

Verified reviewer

Biotechnology

Used daily for less than 2 years

Review source

Reviewed July 2018

ITs an amazing OpenSource Application that can be used as a ticketing Tool

5

Being in the IT Service Desk it helps me track all my Tickets

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

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Soma's profile

Soma B.

Verified reviewer

Used daily for less than 2 years

Review source

Reviewed July 2018

Great Application and Great Features

5

Customer Satisfaction increased by 80%

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

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Tiju's profile

Tiju J.

Verified reviewer

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed July 2018

Just the best Ticketing Software that I've used

5

ease of addressing tickets and change requests

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

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Jackson's profile

Jackson P.

Verified reviewer

Used daily for less than 2 years

Review source

Reviewed June 2018

Great Product and great Features

5

Efficiency

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

Read More

Soma's profile

Soma B.

Verified reviewer

Information Technology and Services

10000+ employees

Used daily for less than 2 years

Review source

Reviewed October 2018

Great Ticketing Tool

5

Ratings Breakdown

5
Ease of use
5
Value for money
5
Customer support
5
Functionality
icon
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

Read More

Showing 1 - 10 of 95 Reviews
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