The user experience with OTRS is amazing. Being able to show all your work to the client is great.

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.

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

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.

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.

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.

My experience was good, but since there is no community version anymore I'm moving to another one.

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

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

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.

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

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

The way we can centralize everything on it is real a benefit.

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.

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.

We changed to Aagon ACMP and are pretty happy with it.

It is pretty cheap and does what is intended for.

not very flexible. many aspects are missing.

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.

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

1. Outdated design 2. No mobile app 3. Relatively complex integration through web services

We use it as our primary ticketing tool

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.

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

- Internal operational efficiencies - Improved business process agility - Improved business process outcomes - Improved customer relations/service

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

- Need to create more UI themes , even though current are sufficient considering its free.

We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail.

Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.

OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Solid Incident management process rolled out

email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality

Is very flexible, adaptive to almost every kind of organization. Easy for users. Many features available where to pick the more suitable for your needs

Quite complex the administration, especially when is necessary to change the standard settings. Some features are not easy to implement.

the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given

there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed

This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this. We could develop all the required features in this and happy with the product.

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

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

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.

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

It slows down sometimes, but a reboot always works

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.

This is an open source tool, so you get what you pay for. I did not find any other negative points.

Problem Management tickets were easy to track

Easy to configure and Easy to implement. One of the best applications to track incidents and change requests

I have never had a negative experience while using OTRS

This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks

Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive

I believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency

I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.

OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

The only thing that I like least is that I found it a bit complicated.

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

I've been using this tool for about 1 month now and I feel this is a great application to track tickets. The pending reminder feature is great and it lets us know when to follow up next

Its a little slow when you compare it with other Web based app, but other than that I love using the application