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.
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Reviews
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- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great Incident Management Software, with all the Features, great value for money
Reviewed on 2018/07/04
Stable incident management software with all features needed, excellent value for money.
Stable incident management software with all features needed, excellent value for money.
Pros
Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.
Cons
User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.
Response from OTRS
Thank you for taking time to review. We appreciate your feedback.
- Industry: Telecommunications
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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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 CloudReasons for Switching to OTRS
Easy to get and use.Response from OTRS
Thank you for taking time to share your thoughts.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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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.
- Industry: Education Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
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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
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Overall , i found OTRS to be the easiest Ticketing system to use thus far
Reviewed on 2018/06/22
OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was...
OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.
Pros
As both a user and an administrator of the software i found the following in my last year of using the software :
Ease of use
Flexibility
Easy customization
Open Source
Powerful Tools
Cons
Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :
Convoluted Process management
SLA administration cumbersome to use and config
Lacking a few features out of the box
Response from OTRS
Thank you for taking time to review OTRS. We appreciate your feedback.
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:
- Starting from: US$1.00/year
- Pricing model: Subscription
- Free Trial: Not Available
Contact OTRS directly for pricing information.
Q. Who are the typical users of OTRS?
OTRS has the following typical customers:
11–50, 51–200, 201–500, 501–1,000
Q. What languages does OTRS support?
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
Q. Does OTRS support mobile devices?
OTRS supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does OTRS integrate with?
OTRS integrates with the following applications:
Bugzilla, Jira, ServiceNow, baramundi Management Suite
Q. What level of support does OTRS offer?
OTRS offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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