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OTRS
What Is OTRS?
OTRS is a fully-managed service management solution that includes ticketing, workflow/process automation and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM, Customer Service and Corporate Security professionals use OTRS to structure communication and streamline internal processes so that they can respond quickly to any situation and provide the best possible service in a cost effective way.
Who Uses OTRS?
As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
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Reviews of OTRS
Strategic business planning application
Comments: My role has been solid with efficient decision-making choices since I started using OTRS. The central information system has enhanced data transparency.
Pros:
OTRS gives me an opportunity to plan and organize sales and marketing tasks. It has enhanced effective monitoring of workflows and implementation of set projects. The customizable service delivery unit has created close customer relations.
Cons:
There is no negative alert that I have observed from the performance of this platform.
OTRS Response
2 weeks ago
Thanks for sharing your feedback, Susan. Glad to hear OTRS is supporting your workflows and customer relationships.
OTRS is a scalable and highly configurable service management tool.
Pros:
OTRS has the ability to automate numerous service management procedures, including reporting, escalation, and ticket routing. This can assist you in cutting expenses and increasing efficiency.
Cons:
There aren't many options for commercial support because OTRS is an open source solution. For businesses in need of assistance with installing, configuring, or utilizing OTRS, this could be problematic.
OTRS Response
3 weeks ago
Thanks for taking time to share your thoughts, Minu. Just to clarify for others, OTRS is not open source. There is an older version - ((OTRS)) Community Edition - that is open source. However, OTRS has evolved quite a bit in recent years to include additional security measures, customizable dashboards, etc...In any event, I'm glad to hear that ((OTRS)) Community Edition is working well for you.
Basic Ticketing tool for customer desks
Comments: Basic software for small organization without advanced features of ITIL.
Pros:
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.
Cons:
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.
OTRS Response
6 years ago
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.
OTRS is a dynamic service management solution.
Comments: The ability to customize OTRS makes it possible to design a ticket system that is suited to the particular requirements. OTRS is a highly flexible and scalable service management solution that can be tailored to meet the unique requirements of any organization.
Pros:
The reporting tools in OTRS make it easier to monitor service management effectiveness and pinpoint problem areas. Encryption, access control, and auditing are just a few of the security features that OTRS has to offer to keep your information safe.
Cons:
To install, configure, and maintain OTRS, you need some technical skills. For businesses without a dedicated IT team, this can be difficult.
OTRS Response
last month
Thanks for taking the time to share your thoughts. We're glad to hear that it works well for you and your team.
Best IT ticket handling
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
5 days ago
Glad to hear that OTRS is working well as your IT ticket handling system.
