--- title: "OTRS Software Reviews, Demo & Pricing - 2026" description: "Review of OTRS Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/help-desk/otrs-profile/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [Distribution CRM Software](https://www.softwareadvice.com/category/3846-distribution-crm/) / OTRS 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 [Reviews](https://www.softwareadvice.com/crm/otrs-profile/reviews/)[Alternatives](https://www.softwareadvice.com/crm/otrs-profile/alternatives/) # OTRS Review Custom quote 1 plan 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 - User Interface - Popular Alternatives - Pricing and Plans - Features - Integrations - User Reviews - Popular Comparisons ## Overview OTRS 4.4 [(96)](https://www.softwareadvice.com/crm/otrs-profile/reviews/) 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. Wondering if OTRS is right for your organization? Our Distribution CRM Software selection experts can help you in 15 minutes or less. ## OTRS User Interface ## Popular OTRS Alternatives Main Product OTRS 4.4 [(96)](https://www.softwareadvice.com/crm/otrs-profile/reviews/) Ratings Breakdown - 4.20Ease of use - 4.46Value for money - 4.26Customer support - 4.40Functionality Pricing Available upon request Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4090)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3471)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.34Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Milvus](https://www.softwareadvice.com/it-management/milvus-profile/) 4.8 [(298)](https://www.softwareadvice.com/it-management/milvus-profile/#reviews) Ratings Breakdown - 4.79Ease of use - 4.66Value for money - 4.66Customer support - 4.66Functionality Pricing Starting at R$35.00 per month Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.6 [(792)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.59Ease of use - 4.43Value for money - 4.55Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.7 [(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Ratings Breakdown - 4.57Ease of use - 4.64Value for money - 4.69Customer support - 4.57Functionality Pricing Starting at $15.00 per month Get Price ## 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 Automation Workflow Configuration Workflow Management ## OTRS Integrations Jira Integration rated undefined from -1 review Bugzilla Integration rated undefined from -1 review ServiceNow Integration rated undefined from -1 review baramundi Management Suite Integration rated undefined from -1 review Icinga Integration rated undefined from -1 review Dynamics 365 Integration rated undefined from -1 review See all 10 integrations ## OTRS User Reviews ## OTRS customer ratings - Overall rating: 4.4/5 - Total reviews: 96 ### 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%) ### Secondary ratings - Ease of use: 4.2/5 - Value for money: 4.5/5 - Customer support: 4.3/5 - Functionality: 4.4/5 --- ### 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 --- Showing 1 - 10 of 96 Reviews [See All Reviews](https://www.softwareadvice.com/crm/otrs-profile/reviews/) ## OTRS Popular Comparisons [Zendesk Suite vs OTRS](https://www.softwareadvice.com/compare/26892-Zendesk/vs/75465-otrs/)[Freshdesk vs OTRS](https://www.softwareadvice.com/crm/freshdesk-profile/vs/otrs/)[Milvus vs OTRS](https://www.softwareadvice.com/it-management/milvus-profile/vs/otrs/)[Freshservice vs OTRS](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/otrs/)[LiveAgent vs OTRS](https://www.softwareadvice.com/crm/liveagent-profile/vs/otrs/)[Zoho Desk vs OTRS](https://www.softwareadvice.com/crm/otrs-profile/vs/zoho-desk/)[LiveChat vs OTRS](https://www.softwareadvice.com/help-desk/livechat-profile/vs/otrs/)[ServiceNow vs OTRS](https://www.softwareadvice.com/compare/27432-ServiceNow/vs/75465-otrs/)[JIRA Service Management vs OTRS](https://www.softwareadvice.com/help-desk/jira-service-management-profile/vs/otrs/) [Compare All Alternatives](https://www.softwareadvice.com/crm/otrs-profile/alternatives/) ## Other Top Recommended Distribution CRM Software [Claritysoft CRM](https://www.softwareadvice.com/crm/claritysoft-profile/) **4.5** (255) Recently recommended **99** times [LeadMaster](https://www.softwareadvice.com/landing-page/leadmaster-crm-profile/) **4.1** (36) Recently recommended **66** times [Salesforce Sales Cloud](https://www.softwareadvice.com/product/2764-Salesforce/) **4.4** (18806) Recently recommended **59** times [HubSpot Sales Hub](https://www.softwareadvice.com/crm/hubspot-sales-profile/) **4.5** (506) Recently recommended **48** times Stuck Between Options? 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