TrustRadius Insights
Efficient Ticket Management: Users appreciate that OTRS simplifies ticket management, allowing them to easily update and track tickets. …
Overview
What is OTRS?
OTRS offers companies industry-independent solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solutions STORM and CONTROL ensure efficient cybersecurity incident management and transparent documentation in accordance…
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What is OTRS?
OTRS offers companies industry-independent solutions for structured communication in customer service, IT service management and security management. In addition to the core product OTRS, the security solutions STORM and CONTROL ensure efficient cybersecurity incident management and transparent…
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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Competitors
- Tech Details
What is OTRS?
OTRS is a platform for providing service management solutions, such as IT service desk, HR management or customer service.
OTRS solutions, with integrated ticketing system, helps create optimal customer experiences through:
OTRS solutions, with integrated ticketing system, helps create optimal customer experiences through:
- Service desk ticketing
- Request routing
- CMDB or asset database
- Customer data management
- Knowledge base
- Resource management / calendars
- Templates and customizable forms
- Multi-channel communication, including an external customer portal
- Notifications and reminders
- SLA and contract management
OTRS Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: ITSM collaboration and documentation
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
- Supported: SLA management
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
Multi-Channel Help Features
- Supported: Customer portal
- Supported: Social integration
- Supported: Email support
OTRS Screenshots
OTRS Competitors
- ServiceNow Now Platform
- Zendesk Suite
- OS Ticket
OTRS Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Linux |
| Mobile Application | Apple iOS, Android |
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Reviews
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
- Recommendations
Efficient Ticket Management: Users appreciate that OTRS simplifies ticket management, allowing them to easily update and track tickets. Several reviewers have mentioned that the software notifies them about new assigned tickets and important follow-ups, providing a detailed history of past tickets.
User-Friendly Interface: The user interface of OTRS is easy to navigate, making it helpful for beginners. Many users have praised the straightforward design of OTRS, mentioning that it provides everything they need in a daily ticketing system. They find it intuitive and user-friendly, which enhances their overall experience with the software.
Powerful Customization Options: Reviewers have highlighted the ability to configure custom queues, auto-responses, customer groups, ticket states, and more in OTRS. This flexibility allows users to tailor the software to their specific needs and workflows. Multiple users have expressed appreciation for this feature as it helps them streamline their support processes effectively.
Outdated and Confusing User Interface: Multiple reviewers have expressed dissatisfaction with the outdated and confusing user interface of OTRS. They feel that the overall experience can be challenging and unintuitive.
Complicated Ticket Creation Process: Some users have found the ticket creation process in OTRS to be complicated and cumbersome. They believe that it requires previous knowledge or training to effectively use the tool.
Complex Administration and Configuration: Several reviewers mention that the administration of OTRS can be complex, particularly when it comes to changing standard settings or implementing certain features. They feel that configuring the software is not easy and requires a significant amount of time and effort.
Users recommend continuing to use the community edition of OTRS, as it is considered a good tool for those not interested in automation. This recommendation reflects the preference of users who value the simplicity and efficiency of the community edition.
Another common recommendation is to make it easy to pull out reports from the application. Users find it important to have this feature readily available, as it allows them to extract relevant data and insights from OTRS efficiently.
Users also advise keeping the application updated with the latest security updates. This recommendation emphasizes the significance of maintaining a secure environment and protecting sensitive information within OTRS. Regular updates help ensure that any vulnerabilities are addressed promptly.