OTRS Reviews - Page 2

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.

The support is little to non-existent but that is expected with the free tier.

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Das Tool hat sehr wenige Features und eine alte GUI

Thanks for the input, Davide. We're glad to hear that the ticketing aspects are working well for you. OTRS has a fairly significant set of features, from process automation to KBA to CMDB. Here is additional information for you that outlines these: https://otrs.com/otrs-software-solutions/otrs/features/ Perhaps this will help you track down some of the missing functionality that's needed. And, assuming you are using OTRS vs ((OTRS)) Community Edition, I would encourage you to reach out either to the support team or to your BRM contact for assistance in getting OTRS configured according to your needs. Thanks again for the input! Much appreciate your time.

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.

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.

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.

Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas

Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente

Thanks for taking your time to review OTRS, Camilia.

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Thank you for taking time to share your thoughts about OTRS.

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.

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.

Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you.

Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran.

Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt.

Thanks for the input, Jens. We'll pass it along.

the ability to track a tickets journey from start to resolution

some of the terminoligy in the system configuration isn't very user friendly

Dear Sarah, thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: marketing@otrs.com Best regards, OTRS Marketing Team

This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.

In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

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.

As both a user and an administrator of the software i found the following in my last year of using the software : Ease of use Flexibility Easy customization Open Source Powerful Tools

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future : Convoluted Process management SLA administration cumbersome to use and config Lacking a few features out of the box

Thank you for taking time to review OTRS. We appreciate your feedback.

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

Glad to hear that OTRS is working well as your IT ticket handling system.

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.

The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.

When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.

Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails. It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/ Thanks again for taking the time to share your thoughts.

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)

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

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.

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Glad you're enjoying it. Thanks for taking time to write in.

1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander

1. Outdated design 2. No mobile app 3. Relatively complex integration through web services

Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.

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.

OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.

I have not experienced performance downtimes since deployment.

Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Thanks for taking time to review OTRS. We appreciate your thoughts.