OTRS

RATING:

4.4

(88)

About OTRS

OTRS help desk is a service management solution that connects teams and businesses with customers through: - Structured communication - Automated workflows - Customer, equipment, asset and location data (CMDB) - Reporting - Knowledge base - Multi-channel communication Improve satisfaction in any area of business, such as IT, customer support, security, HR or the office. The solution offers many features. For instance, it: - Allows teams to create custom service catalogs, categorize customers, and generate custom reports. - Automates internal and external communication with coworkers and customers. - Offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams. - Provides multiple reports can be generated to analyz...
Communication in OTRS

OTRS Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for OTRS

1 - 5 of 88 Reviews

User Profile

Andre

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

If 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.

CONS

Its 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

As 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

CONS

Although 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

CONS

Since 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

The 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.

CONS

When 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander

CONS

1. 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