Nutzerbewertungen im Überblick
Über OTRS
OTRS ist eine mit dem Standard ISO/IEC-27001 konforme ITSM-Lösung (Information Technology Service Management) für Helpdesks, Kundenservicezentren und Unternehmenssicherheitsteams. Die Lösung bietet Nutzern Funktionen, mit denen...
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- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
OTRS als Help Desk Lösung
Vorteile
Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei
Nachteile
Das Tool hat sehr wenige Features und eine alte GUI
Antwort von OTRS
Thanks for the input, Davide. We're glad to hear that the ticketing aspects are working well for you.
OTRS has a fairly significant set of features, from process automation to KBA to CMDB. Here is additional information for you that outlines these: https://otrs.com/otrs-software-solutions/otrs/features/ Perhaps this will help you track down some of the missing functionality that's needed.
And, assuming you are using OTRS vs ((OTRS)) Community Edition, I would encourage you to reach out either to the support team or to your BRM contact for assistance in getting OTRS configured according to your needs.
Thanks again for the input! Much appreciate your time.
- Branche: Schiffbau
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Gut, aber eingeschränkt in der Managed Version
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.
Antwort von OTRS
Thanks for the input, Jens. We'll pass it along.
- Branche: Internet
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
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.
Vorteile
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.
Nachteile
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.
Antwort von 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.
Die besten Alternativen zu OTRS
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
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.
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.
Antwort von OTRS
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
- Branche: Staatsverwaltung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Good, but the community version was discontinued
My experience was good, but since there is no community version anymore I'm moving to another one.
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.
Antwort von OTRS
Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Overall , i found OTRS to be the easiest Ticketing system to use thus far
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.
Vorteile
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
Nachteile
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
Antwort von OTRS
Thank you for taking time to review OTRS. We appreciate your feedback.
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great Incident Management Software, with all the Features, great value for money
Stable incident management software with all features needed, excellent value for money.
Vorteile
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.
Nachteile
User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.
Antwort von OTRS
Thank you for taking time to review. We appreciate your feedback.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Flexible and powerful helpdesk and service desk solution
My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.
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
Antwort von OTRS
Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.
- Branche: Logistik & Lieferkette
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
OTRS - Recommended Open source Ticketing System available in market
- Internal operational efficiencies
- Improved business process agility
- Improved business process outcomes
- Improved customer relations/service
Vorteile
- Deeply Integrate & implements ITIL process
- Reports on SLA / Open vs closed and any other business requirement can be easily configured
- Tickets : Easy to create & Track, Group similar issue tickets
- Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.
Nachteile
- Need to create more UI themes , even though current are sufficient considering its free.
Antwort von OTRS
Thank you for taking time to review. We appreciate the feedback.
- Branche: Biotechnologie
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Its handy tool to have for an organization which does not have a lot of Infra/Solution staff.
It's a great way to express what an application does from a User/Administrator point of view.
Vorteile
It's easy to use, doesn't have a lot of field like the other ticketing apps, so makes a users life easier.
Nachteile
Features, lacks a lot of features, for example, if you have a Major incident, then you can link the child tickets to it but they aren't auto-closed, which you need to do manually, which becomes a tedious task.
Antwort von OTRS
Thanks for the feedback, Maxim. We appreciate it.
- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
OTRS - Makes life easy
We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.
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.
Antwort von OTRS
Thanks so much for sharing your thoughts. We appreciate it.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Used extensively for the past 10 years
Cheap effective solution for handling incoming client requests.
Vorteile
Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.
Nachteile
Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.
Antwort von OTRS
Thank you for sharing your thoughts. We appreciate the review.
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
customizable, flexible and inexpensive, ITIL
Vorteile
It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.
Nachteile
It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.
Antwort von OTRS
Hi Joshua,
Thanks for taking time to review OTRS. We appreciate the feedback.
To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging.
Thanks again for taking time to write in!
- Branche: Fluggesellschaften/Luftfahrt
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!
Vorteile
Incident management and request fulfillment processes are fully covered by the tool.
It's highly customizable and very stable.
Nachteile
There are two things:
1. Change management process is a little bit hard to implement;
2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.
Antwort von OTRS
Hi Rosen. Thank you for taking time to share your thoughts on OTRS. We appreciate you doing so and hearing about your experience with it.
- Branche: Konsumgüter
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great to tailor to a good ITSM tool, after a first learning curve one can be efficient
Solid Incident management process rolled out
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
Antwort von OTRS
Thanks for taking time to send in a review, Francis. We appreciate your thoughts.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
OTRS has outstanding functionalities, usability
OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices
Vorteile
Low cost , usability and integration with multiple app is possible. Very user friendly.
Definitely will have great cost saving post implementation.
Nachteile
Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.
- Branche: Konsumgüter
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Account Receivable Team is more efficient
Efficient tracking of requests in the form of tickets
Vorteile
After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best
Nachteile
I don't believe there are anything negative about OTRS. The display interface could be a little better
Antwort von OTRS
Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.
- Branche: Konsumgüter
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Best Ticketing Tool ever
Speed and efficiency
Vorteile
My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage
Nachteile
I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know
Antwort von OTRS
Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!

- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Great Application and Great Features
Customer Satisfaction increased by 80%
Vorteile
We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%
Nachteile
I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application
Antwort von OTRS
Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.

- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Just the best Ticketing Software that I've used
ease of addressing tickets and change requests
Vorteile
My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource
Nachteile
I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down.
Antwort von OTRS
Thanks for taking time to share your review, Tiju. We're glad for the feedback!

- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Great Product and great Features
Efficiency
Vorteile
The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk
Nachteile
It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.
Antwort von OTRS
Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.

- Wöchentlich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
It is a great software very useful in the IT department of an organization
Ease to handle the eventualities with the stations of work and telecommunications of the organization
Vorteile
It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications
Nachteile
What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.
Antwort von OTRS
Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.
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Quelle der Bewertung
Arcane and painful
I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the
documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment
handler. However, unless you have a dynamite MySQL DBA, a PERL
programmer with years of experience, and an MIT educated Linux
administrator on staff, stay away from OTRS! Don't be seduced by the
fantasy of Pay for Support Open Source! Also, don't be strong-armed
into considering purchasing their Cloud Based solutions. There are
cheaper and better services out there.

- Branche: Computer-Vernetzung
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Great Open Source Software
Vorteile
We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy.
Nachteile
I can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes
- Branche: Kunst & Handwerk
- Unternehmensgröße: Selbstständig
- Wöchentlich für Kostenlose Testversion genutzt
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Quelle der Bewertung
Problem Solver
Vorteile
OTRS offers different features that helps me go thoroughly and smoothly in my transactions with a minimum effort and maximum productivity. It is easy to navigate which is very helpful to me as a beginner. It organizes internal and external communication through clear structures. It literally solves my problem.
Nachteile
As a beginner, I haven't encounter any trouble using this software.
Antwort von OTRS
Thanks, Daisy. Glad to hear it's working well for your use case.