Über OTRS
OTRS Preis
OTRS bietet keine Gratisversion. Die kostenpflichtige Version von OTRS ist ab 1,00 €/Jahr verfügbar.
Alternativen für OTRS
Alle Bewertungen zu OTRS Filter anwenden
Nutzerbewertungen zu OTRS durchsuchen
Alle Bewertungen zu OTRS Filter anwenden
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
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
-
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: Computer- & Netzwerksicherheit
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
intelligent und serviceorientiert
Sehr gutes Service Tool für Support und Eskalationen.
Vorteile
Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool.
Nachteile
Wenig modular um selbst Workflows zu definieren.
Antwort von OTRS
Thanks for the review, Doreen. We're glad to hear it's working well for your support team and appreciate the input on the workflows.
- Branche: Hochschulbildung
- Täglich für Mehr als 2 Jahre genutzt
-
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
OTRS is great for small to midsize businesses
It's a great daily ticket email system.
Vorteile
I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.
Nachteile
The support is little to non-existent but that is expected with the free tier.
In Betracht gezogene Alternativen
Zendesk SuiteGründe für den Wechsel zu OTRS
It was free to get started and never cost unless you upgrade from Community edition.Antwort von OTRS
Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Basic Ticketing tool for customer desks
Basic software for small organization without advanced features of ITIL.
Vorteile
I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.
Nachteile
It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.
Antwort von OTRS
Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs,
I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management.
Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo.
But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
One of the best ticketing tools in the IT world
Vorteile
Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.
Nachteile
Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.
Antwort von OTRS
Thanks for taking time to share your thoughts, Muhu. We're glad to hear it's working well for you.
- Branche: Computer- & Netzwerksicherheit
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Ticket system with weaknesses
I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved.
The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements.
Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness.
Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.
Vorteile
Clear user interface, plugin capability provided.
Nachteile
oor adaptability, layout could be more appealing, inflexible
Antwort von OTRS
Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
OTRS a complex tool for the creation of Tickets.
My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.
Vorteile
This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.
Nachteile
In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.
Antwort von OTRS
Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Keep track of all your support calls
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Vorteile
If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.
Nachteile
Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.
Antwort von OTRS
Glad you're enjoying it. Thanks for taking time to write in.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Advanced customer service management application
We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.
Vorteile
OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.
Nachteile
The quality of service and feature functionalities have complied with our policies.
Antwort von OTRS
Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Excellent workflow management software
The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers.
Vorteile
OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.
Nachteile
I have not experienced performance downtimes since deployment.
Antwort von OTRS
Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
Comprehensive Ticketing System with Great Customization
OTRS is a powerful and flexible ticketing system, however, it comes with a steep learning curve and requires a solid understanding of its functionalities to fully leverage its capabilities.
Vorteile
It is highly customizable and has a lot of powerful ticket management features.
Nachteile
It is really difficult to set it up and configure everything.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Complete customer support solution overall
Vorteile
You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support.
And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger.
Also, it helps you to manage billing hours, SLA, remaining support time for the customer.
Nachteile
The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.
Antwort von OTRS
Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.
- Täglich für Mehr als 1 Jahr genutzt
-
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: Finanzdienstleistungen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
One of the best Ticketing System out there
Vorteile
Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard.
Nachteile
The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface.
Antwort von OTRS
Thank you for your review. We're glad to hear that it's working for you. You may be interested in the interface changes in OTRS 8, which offer far more individualization to agents.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
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.
- 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 2 Jahre genutzt
-
Quelle der Bewertung
In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk
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.
Antwort von OTRS
Thanks for taking time to review OTRS. Your thoughts are helpful to us.
- Branche: Transport/Güterfrachtverkehr/Schienenverkehr
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
otrs review
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
Antwort von OTRS
We appreciate your input.
- Branche: Informationstechnologie & -dienste
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
A Very Economical Ticketing Tool
This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this.
We could develop all the required features in this and happy with the product.
Antwort von OTRS
Thank you very much for your review.
- Branche: Biotechnologie
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
ITs an amazing OpenSource Application that can be used as a ticketing Tool
Being in the IT Service Desk it helps me track all my Tickets
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.
Antwort von OTRS
Thanks for your review, Mukhtiyar. Your thoughts are appreciated.
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
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!
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Great Ticketing Tool
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.
Antwort von OTRS
Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
OTRS an Amazing Tool - Easy and Efficient
Problem Management tickets were easy to track
Vorteile
Easy to configure and Easy to implement. One of the best applications to track incidents and change requests
Nachteile
I have never had a negative experience while using OTRS
Antwort von OTRS
Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!
- Branche: E-Learning
- Unternehmensgröße: 2–10 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
One of the best CRM's we've used
This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks
Vorteile
Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive
Nachteile
I believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency
Antwort von OTRS
Thanks for taking time to share your thoughts. We appreciate hearing about your experience.
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 1-5 Monate genutzt
-
Quelle der Bewertung
Effective Office Management Software
I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.
Vorteile
OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.
Nachteile
The only thing that I like least is that I found it a bit complicated.
Antwort von OTRS
Thanks for the review, Rajdeep.
- Branche: Fotografie
- Unternehmensgröße: 11–50 Mitarbeiter
- Wöchentlich für 6-12 Monate genutzt
-
Quelle der Bewertung
Good Experience
Vorteile
The processing of a ticket is a really fast process, and has the main features required to provide customers support.
Nachteile
OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.
Antwort von OTRS
Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs.
- Täglich für Mehr als 2 Jahre genutzt
-
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: Telekommunikation
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Very useful SW fo customer service ticketing
I recomend it for customer support.
Vorteile
The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.
Nachteile
Sometimes I have to click a lot of categories to get somewhere or to fill something.
In Betracht gezogene Alternativen
Salesforce Sales CloudGründe für den Wechsel zu OTRS
Easy to get and use.Antwort von OTRS
Thank you for taking time to share your thoughts.
- Branche: Bildungsmanagement
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
OTRS has been a fabulous tool for tracking customer interactions
Our customer service improved because we no longer lost track of calls,follow ups, etc.
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).
Antwort von OTRS
Dear Mike,
thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software.
Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6.
Best regards,
OTRS
- Branche: Bankwesen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
OTRS - Seu Melhor Amigo no Trabalho
Atualmente 90% da empresa utiliza o sistema para todos os produtos e funcionalidades
Vorteile
Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas
Nachteile
Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente
Antwort von OTRS
Thanks for taking your time to review OTRS, Camilia.
- Branche: Logistik & Lieferkette
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Muy recomnedable, para dar seguimiento a las solicitudes de los colaboradores, y evitar el...
1. Bajaron los tiempos de respuesta a las solicitudes. 2. no se pierden las solicitudes. 3. Se sabe el tiempo que se llevo en solucionar los tickets. 4. Se emiten reportes.
Vorteile
1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.
Nachteile
son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.
Antwort von OTRS
Thank you for taking time to share your thoughts about OTRS.
- Branche: Computer-Software
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Feedback and the Support Received
I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.
Vorteile
the ability to track a tickets journey from start to resolution
Nachteile
some of the terminoligy in the system configuration isn't very user friendly
Antwort von OTRS
Dear Sarah,
thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments.
At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: [email protected]
Best regards,
OTRS Marketing Team
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
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.
- Branche: Informationsdienst
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Best IT ticket handling
Vorteile
It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.
Nachteile
We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS
Antwort von OTRS
Glad to hear that OTRS is working well as your IT ticket handling system.
- Branche: Staatsverwaltung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
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.
- Branche: Internet
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
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.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
OTRS a very good tool
OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.
Vorteile
It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.
Nachteile
There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes
Antwort von OTRS
Thanks for taking time to share your thoughts.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
OTRS one of the best ticket management system for IT Teams
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.
Antwort von OTRS
Thanks for the review, Jorge. It sounds like you're using ((OTRS)) Community Edition. If you're interested in the commercial versions, they fall under the OTRS name specifically and information is available at OTRS.com. Appreciate you taking the time to review.
- Täglich für Mehr als 2 Jahre genutzt
-
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: Telekommunikation
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.
Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.
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)
- Branche: Luxusgüter & Schmuck
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Pretty decent, but it does have a few flaws
IT Asset Management got easy for us. Thank you for coming up with this application
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
Antwort von OTRS
We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.
- Branche: Textilien
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.
Helps to control helpdesk and service functions across our organisation
Vorteile
Highly robust, runs on All popular platforms like windows server, Linux etc
Light to client performs really well over LAN and WAN
Excellent value for money compared to other products in its category
Nachteile
Requires some Training in order to tweak any of the under the hood features
Generating reports is a little weak compared to leading industry products
Antwort von OTRS
I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Open source ITSM tool
It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration
Vorteile
Once you had it configured, the ticketing functionality worked well.
Nachteile
The user portal was not user friendly at all, it created a lot of desafection with the users.
The learning curve was too high for deployment and configuring any functionality or module.
Antwort von OTRS
Thank you for taking time to share your experience, however the open source option that you're referring to is ((OTRS)) Community Edition. Rather, OTRS is actually a product supported by the manufacturer and separate from the community edition.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
OTRS is a Ticket to Success
OTRS helped our business to track the effectiveness of the customer support operation and helps in finding the areas of development.
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.
Antwort von OTRS
Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Easy and Robust Software - Economical Ticketing Solution for any Organization
Cost effective Ticketing Software .
Vorteile
This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers
Nachteile
Vendor Support is something that I would expect to be a little better. For some changes they charge a lot
Antwort von OTRS
Thank you for your review. We appreciate the feedback.
- Branche: Verbraucherdienste
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great Service Desk ticketing Solution
Vorteile
We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS.
The reports that can be generated via OTRS is also a great benefit.
Nachteile
Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.
Antwort von OTRS
Thanks for taking time to review OTRS. We appreciate your thoughts.
- Branche: Maschinerie
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Its a great and efficient tool for someone in the service desk
We use it as our primary ticketing tool
Vorteile
I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.
Nachteile
none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.
Antwort von OTRS
Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.