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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 pricing
OTRS does not have a free version. OTRS paid version starts at US$1.00/year.
Starting Price:
US$1.00/year
Free Version:
No
Free trial:
No
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OTRS Reviews for UK Users
Feature rating
5 reviews of 90
View all reviews
Omar
- 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
Alan
- 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.
Alternatives Considered
Zendesk SuiteReasons for Switching to OTRS
It was free to get started and never cost unless you upgrade from Community edition.Response from OTRS
Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.
Replied 30/03/2022
Muhu
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
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
Mohit
- 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
Sascha
- Industry: Computer & Network Security
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
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
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.
Replied 17/01/2024
