OTRS
About OTRS
Most Helpful Reviews for OTRS
1 - 5 of 88 Reviews
Andre
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2021
Keep track of all your support calls
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
PROSIf properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.
CONSIts look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.
Vendor Response
Glad you're enjoying it. Thanks for taking time to write in.
Replied March 2022
Anonymous
501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Overall , i found OTRS to be the easiest Ticketing system to use thus far
OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.
PROSAs both a user and an administrator of the software i found the following in my last year of using the software : Ease of use Flexibility Easy customization Open Source Powerful Tools
CONSAlthough i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future : Convoluted Process management SLA administration cumbersome to use and config Lacking a few features out of the box
Vendor Response
Thank you for taking time to review OTRS. We appreciate your feedback.
Replied June 2018
Samuel
Government Administration, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed June 2019
Good, but the community version was discontinued
My experience was good, but since there is no community version anymore I'm moving to another one.
PROSNo pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.
CONSSince there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
Vendor Response
Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.
Replied July 2019
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2018
We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.
The way we can centralize everything on it is real a benefit.
PROSThe provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.
CONSWhen I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.
Vendor Response
Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails. It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/ Thanks again for taking the time to share your thoughts.
Replied March 2018
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed May 2019
Flexible and powerful helpdesk and service desk solution
My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.
PROS1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander
CONS1. Outdated design 2. No mobile app 3. Relatively complex integration through web services
Vendor Response
Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.
Replied May 2019