OTRS Pricing

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

Thanks for the review, Jorge. It sounds like you're using ((OTRS)) Community Edition. If you're interested in the commercial versions, they fall under the OTRS name specifically and information is available at OTRS.com. Appreciate you taking the time to review.

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Thank you for your review. We appreciate the feedback.

The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though. Managed hosting by OTRS is very expensive for teams with just a few members.

Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Thank you for sharing your thoughts. We appreciate the review.

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Thank you very much for your review.

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.

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.

Thanks for taking time to share your experience, Omar.

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.

Adaptability to agents organization and processes. ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Ticket to C.I. links can be better clarified and improved (impact of the relationship) C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

The quality of service and feature functionalities have complied with our policies.

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.

It is pretty cheap and does what is intended for.

not very flexible. many aspects are missing.

Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.

can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation

sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket.

Thanks for taking time to share your thoughts, and we're glad to hear that OTRS has been useful to you. I'll also share your comments with the rest of the team. Much appreciated.

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Can't handle multiple ticket at same time its slow down or Crashed.

Thanks for taking time to share your insights, Abhishek. I'll share your feedback about the multiple tickets with the team too.

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