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: Hochschulbildung
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Opensource framework with modern front-end and perl backend
Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.
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.
Antwort von OTRS
Thanks for taking time to share your experience, Omar.
- 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: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
Review - OTRS
Vorteile
We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail.
Nachteile
Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.
Antwort von OTRS
Thanks for taking time to review. OTRS will be moving to rolling releases in order to more seamlessly meet the needs of our customers. I'm curious to know what functions you're seeking. Thanks.
