All OTRS Reviews
1-25 of 89 Reviews
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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
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed 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.
PROSI'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.
CONSThere 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.
Vendor Response
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
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
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
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
Rene
Chemicals, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed January 2024
There are better Systems
We changed to Aagon ACMP and are pretty happy with it.
PROSIt is pretty cheap and does what is intended for.
CONSnot very flexible. many aspects are missing.
Vendor Response
Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.
Replied January 2024
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
Lindson
Verified reviewer
Machinery
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Its a great and efficient tool for someone in the service desk
We use it as our primary ticketing tool
PROSI 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.
CONSnone 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
Anonymous
10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed December 2018
OTRS - Recommended Open source Ticketing System available in market
- Internal operational efficiencies - Improved business process agility - Improved business process outcomes - Improved customer relations/service
PROS- 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.
CONS- Need to create more UI themes , even though current are sufficient considering its free.
Vendor Response
Thank you for taking time to review. We appreciate the feedback.
Replied December 2018
Isha
Information Technology and Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2023
Review - OTRS
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.
CONSStill there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.
Vendor Response
Thanks for taking time to review. OTRS will be moving to rolling releases in order to more seamlessly meet the needs of our customers. I'm curious to know what functions you're seeking. Thanks.
Replied October 2023
Miguel
Information Technology and Services, 11-50 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 May 2022
OTRS a very good tool
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.
PROSIt is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.
CONSThere 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
Vendor Response
Thanks for taking time to share your thoughts.
Replied July 2022
joshua
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
customizable, flexible and inexpensive, ITIL
It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.
CONSIt 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.
Vendor Response
Hi Joshua, Thanks for taking time to review OTRS. We appreciate the feedback. To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging. Thanks again for taking time to write in!
Replied June 2018
Remco
Consumer Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
Great Service Desk ticketing Solution
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.
CONSSince this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.
Vendor Response
Thanks for taking time to review OTRS. We appreciate your thoughts.
Replied August 2018
Francis
Consumer Goods, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2018
Great to tailor to a good ITSM tool, after a first learning curve one can be efficient
Solid Incident management process rolled out
PROSemail inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful
CONSReporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality
Vendor Response
Thanks for taking time to send in a review, Francis. We appreciate your thoughts.
Replied July 2018
Roberto
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2018
In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk
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
CONSQuite complex the administration, especially when is necessary to change the standard settings. Some features are not easy to implement.
Vendor Response
Thanks for taking time to review OTRS. Your thoughts are helpful to us.
Replied July 2018
syed
Transportation/Trucking/Railroad, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
otrs review
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
CONSthere only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed
Vendor Response
We appreciate your input.
Replied July 2022
Rajesh
Information Technology and Services
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2016
A Very Economical Ticketing Tool
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.
Vendor Response
Thank you very much for your review.
Replied October 2016
mukhtiyar
Verified reviewer
Biotechnology
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
ITs an amazing OpenSource Application that can be used as a ticketing Tool
Being in the IT Service Desk it helps me track all my Tickets
PROSWe 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
CONSAs 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
Pam
Verified reviewer
Hospital & Health Care, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2018
Awesome Ticketing Tool
I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .
CONSIt slows down sometimes, but a reboot always works
Vendor Response
Thanks for taking time to review, Pam. Glad to hear it's going well for you.
Replied October 2018
Soma
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2018
Great Ticketing Tool
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.
CONSThis 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
Manisha
Verified reviewer
Financial Services, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
OTRS an Amazing Tool - Easy and Efficient
Problem Management tickets were easy to track
PROSEasy to configure and Easy to implement. One of the best applications to track incidents and change requests
CONSI have never had a negative experience while using OTRS
Vendor Response
Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!
Replied August 2018
Anonymous
2-10 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
One of the best CRM's we've used
This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks
PROSSeamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive
CONSI believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency
Vendor Response
Thanks for taking time to share your thoughts. We appreciate hearing about your experience.
Replied September 2023
Rajdeep
Education Management, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed September 2023
Effective Office Management Software
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.
PROSOTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.
CONSThe only thing that I like least is that I found it a bit complicated.
Vendor Response
Thanks for the review, Rajdeep.
Replied September 2023
Martina
Verified reviewer
Photography, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
5
Reviewed December 2023
Good Experience
The processing of a ticket is a really fast process, and has the main features required to provide customers support.
CONSOTRS 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
Jimmy
Verified reviewer
Internet, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2018
First Ticketing Tool that I've ever Used. So Far So Good
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
CONSIts a little slow when you compare it with other Web based app, but other than that I love using the application
Vendor Response
Glad it's going well for you so far, Jimmy. Thanks for taking time to share your thoughts.
Replied October 2018