About OTRS

OTRS is an ISO/IEC 27001 standard compliant Information Technology Service Management (ITSM) solution for help desks, customer service centers and corporate security teams. The solution offers users features that allow them to create custom service catalogs, categorize customers, manage and allocate tickets and generate custom reports.

OTRS’ help desk automates the internal and external communication with coworkers and customers respectively. OTRS offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams. Multiple reports can be generated to analyze the performance of individuals across departments.

OTRS provides automation for recurring tasks such as sending emails and transferring informat...


Read More

Supported Operating System(s):

Windows XP, Mac OS, Web browser (OS agnostic), Windows 8, Windows 10

62 Reviews of OTRS

Average User Ratings

Overall

4.48 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(39)

39

4 stars

(15)

15

3 stars

(7)

7

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 62 results

March 2018

Omar from University of Maryland

Industry: Higher Education

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

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.

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.

Response from OTRS

Replied March 2018

Thanks for taking time to share your experience, Omar.

June 2018

Anonymous

Verified Reviewer

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

June 2018

Very customizeable, professional service management software

Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.

Pros

I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Cons

There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

Response from OTRS

Replied June 2018

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

January 2020

Alan from Ninja.TEK

Company Size: 1 employee

Industry: Information Technology and Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2020

An unknown player.

Love it, it's the Community edition and has worked for years.

Pros

OTRS is very simple and gets right to the point when supporting users via email.

Cons

It's not that flashy and there could be a little more functionality in the general mechanics, i.e. when you close a ticket, it should go back to the main screen, etc.

Response from OTRS

Replied January 2020

Glad to hear it's working well for you. Thanks for sharing.

May 2018

Mohit from HCL Infosystems Ltd.

Company Size: 10,000+ employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

May 2018

Basic Ticketing tool for customer desks

Basic software for small organization without advanced features of ITIL.

Pros

I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.

Cons

It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.

Response from OTRS

Replied June 2018

Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs, I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management. Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo. But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

August 2017

Mike from The Music Place

Company Size: 11-50 employees

Industry: Education Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

3.0

Functionality

5.0

August 2017

OTRS has been a fabulous tool for tracking customer interactions

Our customer service improved because we no longer lost track of calls,follow ups, etc.

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).

Response from OTRS

Replied October 2017

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