Über OTRS
OTRS Preis
OTRS bietet keine Gratisversion.
Alternativen für OTRS
OTRS Erfahrungen
Funktionsbewertung
- 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.
- 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.
