OTRS

Helpdesk software for customer service management teams

About OTRS

OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard.

OTRS allows enterprises to execute bulk actions such as updating support tickets in real-time, communicating with clients via email or SMS messages, and ensuring secure transmission of data using a secure socket layer (SSL) protocol. Managers can view assigned tasks or appointments on a calendar, monitor key performance indicators (KPIs), and track the status of service tickets. Supervisors can also export business metrics in PDF, PNG, SVG, CSV, and Microsoft Excel format, add notes to internal communications, and set up automated notifications for recipients.

OTRS enables organizations to split, merge, or archive support tickets, send personalized surveys to customers, and visualize data in the form of bar or line charts. Staff members can utilize the search functionality to browse knowledge base entries, appointments, and tickets using custom filters. The software also facilitates integration with various third-party applications.


Images

OTRS Software - OTRS tickets
OTRS Software - OTRS manager details
OTRS Software - OTRS statistics and reports
OTRS Software - OTRS communication stream
View 5 more
OTRS video
OTRS Software - OTRS tickets
OTRS Software - OTRS manager details
OTRS Software - OTRS statistics and reports
OTRS Software - OTRS communication stream

Not sure about OTRS? Compare with a popular alternative

OTRS

4,4 (88)
VS.
Highly reviewed

Starting Price

US$1,00
year
US$25,00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

104
194

Integrations

5
26

Ease of Use

4,2 (88)
4,0 (18 309)

Value for Money

4,4 (88)
4,0 (18 309)

Customer Service

4,3 (88)
4,1 (18 309)
Green rating bars show the winning product based on the average rating and number of reviews.

Alternatives

Salesforce Sales Cloud

4,4
#1 Alternative to OTRS
Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud...

Zendesk Suite

4,4
#2 Alternative to OTRS
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Zammad

4,4
#3 Alternative to OTRS
Zammad is a help desk software. It is an open source solution designed for small and medium-sized companies. Zammad...

Vivantio

4,3
#4 Alternative to OTRS
Vivantio is a leading provider of service management software for both internal- and external-facing teams. Centralize...

Reviews

Overall rating

4,4 /5
(88)
Value for Money
4,4/5
Features
4,4/5
Ease of Use
4,2/5
Customer Support
4,3/5

Already have OTRS?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 88
Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

OTRS - Makes life easy

Reviewed on 2019/02/25

We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.

We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.

Pros

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are.
- You can customize your own process and according to you Ex – standard time to meet the SLA
- The support team is available 24/7 for help and with every new update.

Cons

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

Response from OTRS

Thanks so much for sharing your thoughts. We appreciate it.

Lukas
Overall rating
  • Industry: Telecommunications
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Very useful SW fo customer service ticketing

Reviewed on 2021/10/06

I recomend it for customer support.

I recomend it for customer support.

Pros

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

Cons

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

Alternatives Considered

Salesforce Sales Cloud

Reasons for Switching to OTRS

Easy to get and use.

Response from OTRS

Thank you for taking time to share your thoughts.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 2.0 /10

Open source ITSM tool

Reviewed on 2022/09/14

It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful...

It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration

Pros

Once you had it configured, the ticketing functionality worked well.

Cons

The user portal was not user friendly at all, it created a lot of desafection with the users.
The learning curve was too high for deployment and configuring any functionality or module.

Response from OTRS

Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition.

Mike
Overall rating
  • Industry: Education Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

OTRS has been a fabulous tool for tracking customer interactions

Reviewed on 2017/08/09

Our customer service improved because we no longer lost track of calls,follow ups, etc.

Our customer service improved because we no longer lost track of calls,follow ups, etc.

Pros

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

Cons

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).

Response from OTRS

Dear Mike,

thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software.

Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6.

Best regards,
OTRS

Jose
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Complete customer support solution overall

Reviewed on 2018/04/04

Pros

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.

Cons

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.

Response from OTRS

Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.

Showing 5 reviews of 88 Read all reviews

OTRS FAQs

Below are some frequently asked questions for OTRS.

OTRS offers the following pricing plans:

  • Starting from: US$1,00/year
  • Pricing model: Subscription
  • Free Trial: Not Available

Contact OTRS directly for pricing information.

OTRS has the following typical customers:

11–50, 51–200, 201–500, 501–1 000

OTRS supports the following languages:

Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese

OTRS supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

OTRS integrates with the following applications:

Bugzilla, Jira, OTRS, ServiceNow, baramundi Management Suite

OTRS offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for OTRS.