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What Is OTRS?

OTRS is a fully-managed help desk solution that includes ticketing, automation and notification. It can be configured to match your help desk's needs and comes with features such as a customer information database, knowledge base, ITIL processes, CMDB, SLA management or corporate security process management. It's an ideal solution for help desks that want to streamline communication, track and identify trends and deliver top-quality service to their customers. Try OTRS today.

Who Uses OTRS?

As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.

OTRS Software - Flexible agent interface
OTRS Software - Process Management
OTRS Software - Simple collaboration
OTRS Software - Instant customer info
OTRS Software - Quick simple reporting

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Reviews of OTRS

Average score

Overall
4.5
Ease of Use
4.2
Customer Service
4.3
Features
4.4
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
61%
4
26%
3
11%
2
2%
Lindson
Lindson
IT Analyst in India
Verified LinkedIn User
Machinery
Used the Software for: 2+ years
Reviewer Source

Its a great and efficient tool for someone in the service desk

5.0 6 years ago

Comments: We use it as our primary ticketing tool

Pros:

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Cons:

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

OTRS Response

6 years ago

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

Verified Reviewer
Verified LinkedIn User
Used the Software for: 2+ years
Reviewer Source

Very customizeable, professional service management software

4.0 6 years ago

Comments: Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.

Pros:

I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Cons:

There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

OTRS Response

6 years ago

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

Samuel
System Analyst in Brazil
Government Administration, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Good, but the community version was discontinued

3.0 5 years ago

Comments: My experience was good, but since there is no community version anymore I'm moving to another one.

Pros:

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

Cons:

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

OTRS Response

5 years ago

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.

Verified Reviewer
Verified LinkedIn User
Information Services, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Best IT ticket handling

5.0 12 months ago

Pros:

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.

Cons:

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

OTRS Response

11 months ago

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

Verified Reviewer
Verified LinkedIn User
Internet, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

5.0 7 years ago

Comments: The way we can centralize everything on it is real a benefit.

Pros:

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.

Cons:

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.

OTRS Response

7 years ago

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.