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.

IT Asset Management got easy for us. Thank you for coming up with this application

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

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

Cost effective Ticketing Software .

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

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.

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

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.

Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.

There are two things: 1. Change management process is a little bit hard to implement; 2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

I did not find any cons regarding OTRS.

OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Efficient tracking of requests in the form of tickets

After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

I don't believe there are anything negative about OTRS. The display interface could be a little better

Speed and efficiency

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Customer Satisfaction increased by 80%

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

ease of addressing tickets and change requests

My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource

I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down.

Efficiency

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

it helps our business to manage customer interactions in a simple but effective way

i would like to have more tools to automate repetitive tasks

Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Can't handle multiple ticket at same time its slow down or Crashed.

can be configured as required and the escalation and tracking is easier

sometimes it is slow when uploading attachments and duplicated when replied with email

I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment handler. However, unless you have a dynamite MySQL DBA, a PERL programmer with years of experience, and an MIT educated Linux administrator on staff, stay away from OTRS! Don't be seduced by the fantasy of Pay for Support Open Source! Also, don't be strong-armed into considering purchasing their Cloud Based solutions. There are cheaper and better services out there.

We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy.

I can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes