OTRS Reviews

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.

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

We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS

As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface.

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

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

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%

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

My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource

I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down.

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

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

I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell.

This is an open source tool, so you get what you pay for. I did not find any other negative points.

Easy to configure and Easy to implement. One of the best applications to track incidents and change requests

I have never had a negative experience while using OTRS

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

I've been using this tool for about 1 month now and I feel this is a great application to track tickets.
The pending reminder feature is great and it lets us know when to follow up next

Its a little slow when you compare it with other Web based app, but other than that I love using the application

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

Great amount of features and easy way to configure almost everything

It takes time to set up and configure till running state

The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.

Sometimes I have to click a lot of categories to get somewhere or to fill something.

- Deeply Integrate & implements ITIL process
- Reports on SLA / Open vs closed and any other business requirement can be easily configured
- Tickets : Easy to create & Track, Group similar issue tickets
- Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

- Need to create more UI themes , even though current are sufficient considering its free.

Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too.

Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).

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.

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.

You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support.

And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger.

Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

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

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.

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

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

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

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

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.

I did not find any cons regarding OTRS.

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

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