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

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.

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

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

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

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.

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

- 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.

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.

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

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.

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.

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.

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

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.

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

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

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

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.

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.

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.

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

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.