About OTRS

OTRS is an ISO/IEC 27001 standard compliant Information Technology Service Management (ITSM) solution for help desks, customer service centers and corporate security teams. The solution offers users features that allow them to create custom service catalogs, categorize customers, manage and allocate tickets and generate custom reports. OTRS’ help desk automates the internal and external communication with coworkers and customers respectively. OTRS offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams. Multiple reports can be generated to analyze the performance of individuals across departments. OTRS provides automation for recurring tasks such as sending emails and transferring information on the creation of a ticket. Additionally, the solution enables users to set up a Service Level Agreement (SLAs) and calendars for different time zones. Managers can also set SLAs for escalations management. OTRS provides services on a monthly subscription basis and customer support is available via phone, email, online messaging and live chat.
OTRS Software - OTRS adding dynamic fields
OTRS Software - OTRS ticket notifications
OTRS Software - OTRS creating new templates
OTRS Software - OTRS managing chats
OTRS Software - OTRS notification methods
OTRS Software - OTRS Ticket management
OTRS video
OTRS Software - OTRS adding dynamic fields - thumbnail
OTRS Software - OTRS ticket notifications - thumbnail
OTRS Software - OTRS creating new templates - thumbnail
OTRS Software - OTRS managing chats - thumbnail
OTRS Software - OTRS notification methods - thumbnail

OTRS pricing

OTRS does not have a free version.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
N/A

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OTRS Reviews for UK Users

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4
Customer Support
4.5
5 reviews of 61 View all reviews
Alan S.
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/10/2020

OTRS is great for small to midsize businesses

It's a great daily ticket email system.

Pros

I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.

Cons

The support is little to non-existent but that is expected with the free tier.

Verified Reviewer
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 26/06/2018

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.

Pros

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.

Cons

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.

Response from OTRS

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

Replied 27/06/2018
Mohit J.
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
3

3
Reviewed on 22/05/2018

Basic Ticketing tool for customer desks

Basic software for small organization without advanced features of ITIL.

Pros

I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.

Cons

It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.

Response from OTRS

Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs,

I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management.

Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo.

But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

Replied 01/06/2018
Omar S.
  • Industry: Higher Education
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 14/03/2018

Opensource framework with modern front-end and perl backend

Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Pros

Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Cons

The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Response from OTRS

Thanks for taking time to share your experience, Omar.

Replied 22/03/2018
Verified Reviewer
  • Industry: Internet
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 27/03/2018

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.

Response from OTRS

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 29/03/2018

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