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.

One of the best ticketing tools in the IT world

Pros:

Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.

Cons:

Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.

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.

Ticket system with weaknesses

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 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.

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

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

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.

Advanced customer service management application

Comments: We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.

Pros:

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Cons:

The quality of service and feature functionalities have complied with our policies.

Feedback and the Support Received

Comments: I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Pros:

the ability to track a tickets journey from start to resolution

Cons:

some of the terminoligy in the system configuration isn't very user friendly

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Comments: Helps to control helpdesk and service functions across our organisation

Pros:

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Cons:

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

Great Service Desk ticketing Solution

Pros:

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Cons:

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Better than Remedy

Comments: Change Management and incidents are easy to manage with this tool

Pros:

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

Cons:

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

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.

OTRS has outstanding functionalities, usability

Comments: OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Pros:

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Cons:

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Account Receivable Team is more efficient

Comments: Efficient tracking of requests in the form of tickets

Pros:

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

Cons:

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

Best Ticketing Tool ever

Comments: Speed and efficiency

Pros:

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

Cons:

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

Great Application and Great Features

Comments: Customer Satisfaction increased by 80%

Pros:

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%

Cons:

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

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 Product and great Features

Comments: Efficiency

Pros:

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

Cons:

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

useful tool for customer support

Pros:

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

Cons:

i would like to have more tools to automate repetitive tasks

Powerful Tool for Ticket Management

Comments: Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.

Pros:

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Cons:

Can't handle multiple ticket at same time its slow down or Crashed.

easy tracking on the logged issues and reporting

Pros:

can be configured as required and the escalation and tracking is easier

Cons:

sometimes it is slow when uploading attachments and duplicated when replied with email

Arcane and painful

Comments: I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the
documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment
handler. However, unless you have a dynamite MySQL DBA, a PERL
programmer with years of experience, and an MIT educated Linux
administrator on staff, stay away from OTRS! Don't be seduced by the
fantasy of Pay for Support Open Source! Also, don't be strong-armed
into considering purchasing their Cloud Based solutions. There are
cheaper and better services out there.