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.

Devices

Business size

S M L

Images

OTRS tickets
OTRS manager details
OTRS statistics and reports
OTRS communication stream
View 5 more
OTRS video
OTRS screenshot: OTRS tickets OTRS screenshot: OTRS manager details OTRS screenshot: OTRS statistics and reports OTRS screenshot: OTRS communication stream

Features

Total features of OTRS: 112

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Built-In Database
  • Business Process Automation
  • CMDB
  • Calendar Management
  • Case Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Dashboard
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Electronic Signature
  • Email Management
  • Email Templates
  • Forms Management
  • Graphical Workflow Editor
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Interaction Tracking
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • No-Code
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project Time Tracking
  • Quality Assurance
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Team Calendars
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Time Zone Tracking
  • Two-Factor Authentication
  • Widgets
  • Workflow Configuration
  • Workflow Management

Alternatives

HarmonyPSA

4,5
#1 Alternative to OTRS
HarmonyPSA supports the entire business lifecycle, from lead generation to contract renewal. It is designed...

Alloy Navigator

4,5
#2 Alternative to OTRS
Alloy Navigator is an all-inclusive IT Service and Asset Management solution that provides thoughtful answers to your...

Zendesk

4,3
#3 Alternative to OTRS
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets...

VIZOR IT Asset Management

4
#4 Alternative to OTRS
VIZOR is an ITIL Certified IT Service and Asset Management Solution. Features include automatic ticket assignment,...

Reviews

Overall rating

4,5 /5
(61)
Value for Money
4,6/5
Features
4,5/5
Ease of Use
4,2/5
Customer Support
4,4/5

Already have OTRS?

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

Write a Review!
Showing 5 reviews of 61
Alan S.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

OTRS is great for small to midsize businesses

Reviewed on 2020/10/09

It's a great daily ticket email system.

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.

Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Very customizeable, professional service management software

Reviewed on 2018/06/26

Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details...

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.

Response from OTRS

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

Mohit J.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10 000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Basic Ticketing tool for customer desks

Reviewed on 2018/05/22

Basic software for small organization without advanced features of ITIL.

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.

Response from OTRS

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.

Omar S.
Overall rating
  • Industry: Higher Education
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Opensource framework with modern front-end and perl backend

Reviewed on 2018/03/14

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

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.

Response from OTRS

Thanks for taking time to share your experience, Omar.

Verified Reviewer
Overall rating
  • Industry: Internet
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

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

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

Reviewed on 2018/03/27

The way we can centralize everything on it is real a benefit.

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.

Response from OTRS

Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails.

It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/

Thanks again for taking the time to share your thoughts.

Showing 5 reviews of 61 Read all reviews

OTRS FAQs

Below are some frequently asked questions for OTRS.

OTRS offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Not Available

Contact OTRS directly for pricing information.

We do not have any information about OTRS features

OTRS has the following typical customers:

11-50, 51-200, 201-500, 501-1 000

We do not have any information about what languages OTRS supports

OTRS supports the following devices:

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

OTRS integrates with the following applications:

Jira

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.