OTRS

Helpdesk software for customer service management teams

4,5 /5 (61 reviews) Write a Review!

OTRS Overview

What is 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.

OTRS Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Value for money

Contact OTRS directly for pricing information.


OTRS Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 3 others, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Dutch, English, German, Hungarian and 3 others, Portuguese, Russian, Spanish

Media

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

OTRS Reviews

OTRS Reviews

Overall rating
4,5
/
5
Excellent
38

Very good
15

Average
7

Poor
1

Terrible
0

Value for Money
4,6
Features
4,5
Ease of Use
4,2
Customer Support
4,4
87% recommended this app
Alan S.

OTRS is great for small to midsize businesses

It's a great daily ticket email system.


Verified Reviewer

Very customizeable, professional service management software

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.


Mohit J.

Basic Ticketing tool for customer desks

Basic software for small organization without advanced features of ITIL.


Omar S.

Opensource framework with modern front-end and perl backend

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


Verified Reviewer

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

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


Alan S.
Industry: Information Technology & Services
Company size: 2-10 Employees

OTRS is great for small to midsize businesses

Used Daily for 2+ years
Reviewed on 2020/10/09
Review Source: GetApp

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer

Very customizeable, professional service management software

Used Daily for 2+ years
Reviewed on 2018/06/26
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Mohit J.
Industry: Information Technology & Services
Company size: 10 000+ Employees

Basic Ticketing tool for customer desks

Used Daily for 6-12 months
Reviewed on 2018/05/22
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Omar S.
Industry: Higher Education

Opensource framework with modern front-end and perl backend

Used Daily for 2+ years
Reviewed on 2018/03/14
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Internet
Company size: 201-500 Employees

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

Used Daily for 6-12 months
Reviewed on 2018/03/27
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8,9/10
Based on 61 user ratings
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OTRS Pricing

OTRS Pricing

Starting from
N/A
Free Trial
Value for money

Contact OTRS directly for pricing information.

Contact OTRS directly for pricing information.

Value for Money
4,6/5
Based on 61 user ratings
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OTRS Features

OTRS Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,5/5
Based on 61 user ratings
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Categories

Additional information for OTRS

Additional information for OTRS

Key features of OTRS

  • Live Chat

OTRS FAQs

OTRS FAQs

Below are some frequently asked questions for OTRS.

Q. What type of pricing plans does OTRS offer?

OTRS offers the following pricing plans:

Free Trial: Available

Contact OTRS directly for pricing information.

Q. What are the main features of OTRS?

OTRS offers the following features:

  • Live Chat

Q. Who are the typical users of OTRS?

OTRS has the following typical customers:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does OTRS support?

OTRS supports the following languages:

Chinese (Simplified), Dutch, English, German, Hungarian, Portuguese, Russian, Spanish

Q. What type of pricing plans does OTRS offer?

We do not have any information about what OTRS pricing plans

Q. Does OTRS support mobile devices?

OTRS supports the following devices:

Android, iPhone, iPad

Q. What other apps does OTRS integrate with?

OTRS integrates with the following applications:

Jira, Zero Incident Framework

Q. What level of support does OTRS offer?

OTRS offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials