OTRS Reviews

Opensource framework with modern front-end and perl backend

Comments: Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Pros:

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.

Cons:

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.

OTRS is great for small to midsize businesses

Comments: It's a great daily ticket email system.

Pros:

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.

Cons:

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

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.

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

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.

Keep track of all your support calls

Comments: The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Pros:

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.

Cons:

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

OTRS a complex tool for the creation of Tickets.

Comments: My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Pros:

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.

Cons:

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.

Pretty decent, but it does have a few flaws

Comments: IT Asset Management got easy for us. Thank you for coming up with this application

Pros:

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.

Cons:

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

Flexible and powerful helpdesk and service desk solution

Comments: My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.

Pros:

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

Cons:

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 Outdated design 2.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

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

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.

Effective Office Management Software

Comments: I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.

Pros:

OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

Cons:

The only thing that I like least is that I found it a bit complicated.

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

Comments: Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Pros:

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

Cons:

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)

Great and Simple Ticketing Tool

Pros:

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.

Cons:

I did not find any cons regarding OTRS.

Very useful product

Pros:

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

Cons:

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.

OTRS helps our business to organise our customer contacts in a structured way!

Pros:

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

Cons:

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

Decent Ticket Tracking Tool

Pros:

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

Cons:

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

Great App that can be used in any Sector

Comments: Customer responses are managed on time

Pros:

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

Cons:

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

OTRS review

Pros:

Great amount of features and easy way to configure almost everything

Cons:

It takes time to set up and configure till running state

Great Tool to work with . Its easy and fast

Comments: We use this as our Primary Ticketing Tool.

Pros:

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

Cons:

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

customization makes easy issue tracking

Pros:

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

Cons:

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

Excellent Ticketing System

Comments: Overall, I had a really great experience with this program and would definitely recommend this program.

Pros:

I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.

Cons:

The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly.

We are using OTRS for a post-sale process of our Custmer

Pros:

Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

Cons:

Reports are not deeply developed and this module can be improved. Some Reports standard are already developed and ready for use

Great ITIL support product

Pros:

This product is really outstanding, we conducted a review of multiple service management tools and this came out on top. This gives us much more than call logging, there is the ability to set up full SLA criteria based on details logged by the users. When customers log calls depending on the information they provide means that the case they log can be sent to a specific queue for a specific team. Ability to see full detail about customer logging call: asset information, contact information and previous calls. There is a self help option to the product too which can assist with users basic enquiries.

Cons:

Integration with outlook hasn't been the easiest.

We have a great experience with OTRS, an indispensable tool for managing request flow.

Pros:

The main Pro point of the product is the control of time, sla and quality of care based on Itil v3.

Cons:

The con point is the administration tools. We'd like that the configuration options would be more easy to control and more attractive.

The best open source best practice's software

Pros:

The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management.

Very customizeable, professional service management software

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.