About OTRS

OTRS help desk is a service management solution that connects teams and businesses with customers through: - Structured communication - Automated workflows - Customer, equipment, asset and location data (CMDB) - Reporting - Knowledge base - Multi-channel communication Improve satisfaction in any area of business, such as IT, customer support, security, HR or the office. The solution offers many features. For instance, it: - Allows teams to create custom service catalogs, categorize customers, and generate custom reports. - Automates internal and external communication with coworkers and customers. - Offers built-in role and authorization management tools for assigning tickets to concerned individuals and teams. - Provides multiple reports can be generated to analyze the performance of individuals, teams or assets. - Includes workflow automation tools - Has Service level agreements (SLAs), escalation management and a CMDB - Uses calendaring to keeps resources organized and on task. Contact OTRS experts for more information.
OTRS Software - Communication in OTRS
OTRS Software - Quick Customer Data Access in OTRS
OTRS Software - Flexible Views and Dashboards in OTRS
OTRS Software - OTRS Reporting
OTRS Software - Multi-Channel Communication with OTRS
OTRS Software - Security and 2FA
OTRS video
OTRS Software - Communication in OTRS - thumbnail
OTRS Software - Quick Customer Data Access in OTRS - thumbnail
OTRS Software - Flexible Views and Dashboards in OTRS - thumbnail
OTRS Software - OTRS Reporting - thumbnail
OTRS Software - Multi-Channel Communication with OTRS - thumbnail

OTRS pricing

OTRS does not have a free version and does not offer a free trial.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No

Alternatives to OTRS

OTRS Reviews for UK Users

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.2
Customer Support
4.2
5 reviews of 95 View all reviews
Valerie
Valerie
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 27/11/2023

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.

Replied 30/11/2023
Justin
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 13/01/2025

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.

Nicolas
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
3
Customer Support
4

3
Reviewed on 19/01/2025

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.

Replied 21/01/2025
Muhu
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 31/08/2024

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.

Replied 03/09/2024
Sascha
  • Industry: Computer & Network Security
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
3
Customer Support
3

4
Reviewed on 15/01/2024

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

Zammad

Response 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.

Replied 17/01/2024

Related categories