OTRS Reviews - Page 3

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

- Need to create more UI themes , even though current are sufficient considering its free.

Thank you for taking time to review. We appreciate the feedback.

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are. - You can customize your own process and according to you Ex – standard time to meet the SLA - The support team is available 24/7 for help and with every new update.

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

Thanks so much for sharing your thoughts. We appreciate it.

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.

email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality

Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

I did not find any cons regarding OTRS.

Thanks for the feedback, Michael. We appreciate you taking the time.

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement.

Thank you for your comments and feedback. Much appreciate it.

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.

OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices.

It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists

Thanks for taking time to review OTRS, Tom. We appreciate the feedback.

After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

I don't believe there are anything negative about OTRS. The display interface could be a little better

Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.

The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.

The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets.

Thank you for taking time to share your thoughts.

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!

We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured

The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons

Thanks for the review, Sujoy. Glad to hear it's helping to manage SLAs.

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.

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

It slows down sometimes, but a reboot always works

Thanks for taking time to review, Pam. Glad to hear it's going well for you.

Great amount of features and easy way to configure almost everything

It takes time to set up and configure till running state

Thanks for sharing your thoughts, Georgi.

We use it on a regular basis and it helps us monitor tickets and work on them. It's absolutely essential for an ITIL based service desk

The GUI could be better. but that's nothing I'm complaining about. I like the speed at which we can change screens

Thanks for taking the time to write a review. We appreciate the feedback!

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.

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.

l'albero molto completo degli incident anche se poco intuitivo

l'apertura dei ticket e la stabilità online si impalla continuamente

Thanks for your input, Nicola. We appreciate any and all feedback.

it helps our business to manage customer interactions in a simple but effective way

i would like to have more tools to automate repetitive tasks

Thanks for writing and glad to hear it's helped with customer support. It may help to explore process management in order to automate some of those tasks. Here's a link to the documentation: https://academy.otrs.com/doc/admin/processes-automation/

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.

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.