OTRS Erfahrungen

Vorteile

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Nachteile

Das Tool hat sehr wenige Features und eine alte GUI

Vorteile

Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran.

Nachteile

Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

By offering a more effective and responsive service, OTRS can assist businesses in increasing customer satisfaction. Employees and clients can receive helpdesk services from OTRS, including question and issue resolution.

Nachteile

Commercial support for OTRS can be pricey, particularly for small businesses. On big systems, OTRS can be sluggish and unresponsive.

Vorteile

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Nachteile

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Vorteile

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

Nachteile

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

Vorteile

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Nachteile

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Vorteile

OTRS is customizable ticketing system, automation features and robust reporting tools that streamline customers service operation.

Nachteile

OTRS challenging due to its complex configuration, outdated interface design and limited community

Vorteile

It having great flexible features for small and medium SMEs. It is an open source or cloud based wall.

Nachteile

It having more complex configurations. It having limited features because of low cost.

Vorteile

Very good platform for multi support in management of IT operations, tasks management, crm activites, customer support & all relevant support.

Nachteile

No cons so far, well planned and very effective platform

Vorteile

Service management monitoring goes very well with this application. Encryption and access control, along with highly supportive customer service adds a plus point to this solution.

Nachteile

It needs technical skills to use it on large scale.

Vorteile

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

Nachteile

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).

Vorteile

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

Nachteile

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

Vorteile

Adaptability to agents organization and processes.
ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Nachteile

Ticket to C.I. links can be better clarified and improved (impact of the relationship)
C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

Vorteile

1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander

Nachteile

1. Outdated design
2. No mobile app
3. Relatively complex integration through web services

Vorteile

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Nachteile

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Vorteile

- 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.

Nachteile

- 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.

Vorteile

email inbound capabilities are great (maybe unique!)
Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Nachteile

Reporting is difficult to make work out of the box,
SLA functionality complete only if you pay extra functionality

Vorteile

Is very flexible, adaptive to almost every kind of organization.
Easy for users.
Many features available where to pick the more suitable for your needs

Nachteile

Quite complex the administration, especially when is necessary to change the standard settings.
Some features are not easy to implement.

Vorteile

the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given

Nachteile

there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed

Vorteile

We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS

Nachteile

As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface.

Vorteile

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

Nachteile

It slows down sometimes, but a reboot always works

Vorteile

I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell.

Nachteile

This is an open source tool, so you get what you pay for. I did not find any other negative points.