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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
4.4
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
60%
4
27%
3
11%
2
2%
Omar
Omar
Technical Coordinator in US
Verified LinkedIn User
Higher Education Software
Used the Software for: 2+ years
Reviewer Source

Opensource framework with modern front-end and perl backend

5.0 6 years ago

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 Response

6 years ago

Thanks for taking time to share your experience, Omar.

Alan
Alan
Consulting Engineer in US
Verified LinkedIn User
Information Technology & Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Alternatives Considered:

OTRS is great for small to midsize businesses

5.0 4 years ago

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.

OTRS Response

2 years ago

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

Mohit
Consultant in India
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

Basic Ticketing tool for customer desks

3.0 6 years ago

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.

Sascha
Head of Service in Germany
Computer & Network Security, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Ticket system with weaknesses

4.0 6 months ago

Comments: I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved. The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements. Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness. Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.

Pros:

Clear user interface, plugin capability provided.

Cons:

oor adaptability, layout could be more appealing, inflexible

OTRS Response

6 months ago

Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights.

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

Best IT ticket handling

5.0 8 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

8 months ago

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