About OTRS












OTRS pricing
OTRS does not have a free version and does not offer a free trial.
Alternatives to OTRS
OTRS Reviews for UK Users
Feature rating

- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Advanced customer service management application
We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.
Pros
OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.
Cons
The quality of service and feature functionalities have complied with our policies.
Response from OTRS
Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price...
Used the community edition since version 3 and eventually made the move to the cloud product where we don't have to host it ourselves. That has increased performance and the migration was seemless.
Pros
A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive.
Cons
The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Helpdesk solution that need help to use it
Used it about 2 years for offer support in small company
Pros
exist in community edition or pro. Easy to found information to help in use.
Cons
not easy to use and maybe too option for small company
Response from OTRS
Thanks for the review, Nicolas. OTRS is, as you suggest, meant for use by SMBs and offers great value for the money.
Recently, the company has launched pre-configured instances of the platform to support teams in getting up and running quickly and with greater ease. Options already exist for ITSM, customer service, HR and office management. This makes it easier for teams who are just getting started.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
One of the best ticketing tools in the IT world
Pros
Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.
Cons
Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.
Response from OTRS
Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you.
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Ticket system with weaknesses
I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved.
The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements.
Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness.
Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.
Pros
Clear user interface, plugin capability provided.
Cons
oor adaptability, layout could be more appealing, inflexible
Alternatives Considered
ZammadResponse from OTRS
Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights.