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OTRS
Helpdesk software for customer service management teams
(2)
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OTRS Pricing, Features, Reviews and Alternatives
OTRS FAQs
OTRS has the following pricing plans:
Starting from: $1.00/year
Pricing model: Subscription
These products have better value for money
Q. Who are the typical users of OTRS?
OTRS has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business
Q. What languages does OTRS support?
OTRS supports the following languages:
English, Spanish, German, Hungarian, Portuguese, Arabic, Bulgarian, Catalan, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, Galician, Greek, Hebrew, Hindi, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian (Bokmal), Polish, Portuguese, Portuguese, Romanian, Russian, Slovak, Slovenian, Swedish, Thai, Turkish, Ukrainian, Vietnamese
Q. Does OTRS support mobile devices?
OTRS supports the following devices:
Android, iPad, iPhone
Q. Does OTRS offer an API?
Yes, OTRS has an API available for use.
Q. What other apps does OTRS integrate with?
OTRS integrates with the following applications:
Jira, Bugzilla, OTRS, ServiceNow, baramundi Management Suite
Q. What level of support does OTRS offer?
OTRS offers the following support options:
24/7 (Live rep), Chat, Phone Support, Knowledge Base, Email/Help Desk, FAQs/Forum
OTRS product overview
What is OTRS?
OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard.
Typical customers
Platforms supported
Support options
Training options
Not sure about OTRS? Compare it with a popular alternative
Starting from
1
Per year
Starting from
15
/user
Per month
OTRS pricing information
Value for money
4.4
/5
90
Starting from
1
Per year
Pricing options
Value for money contenders
OTRS features
Functionality
4.4
/5
90
Total features
98
10 categories
Most valued features by users
Functionality contenders
OTRS users reviews
Overall Rating
4.4
/5
90
Positive reviews
87
%
- Value for money
- Ease of use
- Features
- Customer support
- Likelihood to recommend8.47/10
54
24
10
2
0
Andre L.
Jimmy K.
Omar S.
Overall rating contenders
Verified reviewer
Used daily for 2+ years
Review source
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Stable incident management software with all features needed, excellent value for money.
Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.
User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.
Thank you for taking time to review. We appreciate your feedback.
Lukas P.
Telecommunications, 501-1,000 employees
Used daily for 2+ years
Review source
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I recomend it for customer support.
The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.
Sometimes I have to click a lot of categories to get somewhere or to fill something.
Thank you for taking time to share your thoughts.
Verified reviewer
Information Technology and Services, 1,001-5,000 employees
Used daily for 1-2 years
Review source
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It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration
Once you had it configured, the ticketing functionality worked well.
The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module.
Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition.
Mike M.
Education Management, 11-50 employees
Used daily for 2+ years
Review source
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Our customer service improved because we no longer lost track of calls,follow ups, etc.
Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.
Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too. Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).
Dear Mike, thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software. Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6. Best regards, OTRS
Jose C.
Used daily for 2+ years
Review source
Share this review:
You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support. And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger. Also, it helps you to manage billing hours, SLA, remaining support time for the customer.
The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.
Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.
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