# OTRS Reviews **Vendor:** OTRS Group **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 38 ## About OTRS OTRS is a comprehensive service management suite designed to streamline customer service operations by organizing and automating communication processes. It enables businesses to efficiently handle customer inquiries, support requests, and internal communications through a centralized platform. With its user-friendly web interface, OTRS ensures seamless ticket management, workflow automation, and multi-channel communication, including email, phone, and chat. This flexibility allows service teams to deliver timely and consistent support, enhancing overall customer satisfaction. Key Features and Functionality: - Ticket Management: Organizes and prioritizes customer inquiries to prevent requests from being lost, ensuring efficient tracking and resolution. - Workflow Automation: Automates repetitive tasks and processes, reducing manual effort and minimizing errors. - Multi-Channel Communication: Supports various communication channels, including email, phone, chat, and web forms, allowing customers to reach out through their preferred methods. - Customer Self-Service Portal: Provides customers with online access to submit requests, track their status, and access a knowledge base for self-help resources. - Reporting and Analytics: Offers robust reporting tools to monitor service performance, track key performance indicators (KPIs), and make data-driven decisions. - Customization and Integration: Allows for extensive customization to align with specific business needs and integrates seamlessly with existing systems like CRM and project management tools. Primary Value and Solutions Provided: OTRS enhances customer service quality by structuring communication and automating workflows, leading to faster response times and increased customer satisfaction. By centralizing all customer interactions and support processes, it ensures that no inquiry is overlooked, and service teams can manage their tasks more effectively. The self-service portal empowers customers to find solutions independently, reducing the volume of incoming requests and allowing agents to focus on more complex issues. Additionally, the comprehensive reporting capabilities enable businesses to monitor performance, identify areas for improvement, and make informed decisions to optimize their service operations. ## OTRS Pros & Cons **What users like:** - Users highlight the **customizability** of OTRS, which enhances usability and tailors the experience to their needs. (1 reviews) - Users value the **customization options** in OTRS, finding it enhances usability and personalizes their experience. (1 reviews) - Users highlight the **ease of use** of OTRS, appreciating its customizable options for better flexibility. (1 reviews) - Users benefit from the **centralized management** of OTRS, making customer communication more streamlined and organized. (1 reviews) - Users value the **organization of customer communication** that OTRS provides, simplifying their interactions effectively. (1 reviews) - Ticket Management (1 reviews) - Tracking Ease (1 reviews) **What users dislike:** - Users often face **ticketing issues** due to challenges in changing queues and lag during ticket creation. (2 reviews) - Users face **limitations on simultaneous access** which can hinder multi-user collaboration and efficiency. (1 reviews) - Users experience **slow loading** , leading to frustration when creating tickets and impacting efficiency. (1 reviews) - Users experience **slow performance** with OTRS, leading to lag and complications when creating tickets. (1 reviews) ## OTRS Reviews ### 1. Helpful Tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about OTRS?** A one-stop shop for inquiry management and tracking. **What do you dislike about OTRS?** Limits in a number of users who can access at the same time. **What problems is OTRS solving and how is that benefiting you?** Managing all inquiries in one place for tracking and responding. ### 2. Great Ticketing System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** September 18, 2025 **What do you like best about OTRS?** It helps me organize all my communication with customers in one place. **What do you dislike about OTRS?** Changing queues for tickets can sometimes be challenging. **What problems is OTRS solving and how is that benefiting you?** Ease of ticket assignments and assessing ticket histories. ### 3. Review for the software used on day to day basis **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2025 **What do you like best about OTRS?** the system, easy to use and the customize option **What do you dislike about OTRS?** some times it lags and created mess while creating tickets **What problems is OTRS solving and how is that benefiting you?** Helps us to align Tech support and sales representatives at the same page, help to quickly see the history of the customer ### 4. OTRS: Best Ticketing System Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Rahul W. | Application Development Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2024 **What do you like best about OTRS?** OTRS provides a categorization feature for ticket management, which is one of the best features for a company with a huge number of teams. Also because of its clean UI, it's easy to use. **What do you dislike about OTRS?** Nothing as of now. My experience with OTRS has been smooth till now. **What problems is OTRS solving and how is that benefiting you?** We have different products that are being used by end-users, as a developing product number of errors raised by end-users is significant. So to handle this number of errors we are using OTRS as a ticketing tool. ### 5. Best ticket handling **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2023 **What do you like best about OTRS?** The OTRS platform is quite helpful in managing tickets according to the priority and assigning to respective teams as wells as on time alerts on your customised mail. **What do you dislike about OTRS?** I have been using it from a long time but faced th refresh issue, you need to click on refresh sometimes to fetch latest data. **What problems is OTRS solving and how is that benefiting you?** OTRS can single handedly manage all the tickets from your customers worldwide without any performance issue. It has various features that can be used for customisation according to user needs. Proper alerting and customisation helps in better resolution of tickets. ### 6. Best support platform **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about OTRS?** It provides all the features required to provide support to your customers and customers can also **What do you dislike about OTRS?** It is quite well designed to handle support tickets didn't face any issue while working on it. **What problems is OTRS solving and how is that benefiting you?** It maintains a well defined dashboard to view customer issues and the best is you can customise it according to your needs. It helps in maintaining threads which is quite good. ### 7. Effortless support and incident management from a simple, lean and straightforward system. **Rating:** 5.0/5.0 stars **Reviewed by:** Diego M. | Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2021 **What do you like best about OTRS?** Creating service requests on users' end is effortless through the use of a mailbox and SMTP integration. Updates to service requests/tickets can be made via email as well, or through the sleek and modern panel that OTRS provides you. OTRS offers you fairly granular set of modifiable environment variables. You can configure custom queues, auto-responses, customer groups, ticket states and much more. You can also start on their free edition and simply pay for support if you so desire. **What do you dislike about OTRS?** There's not much I can say I dislike in OTRS. Major release updates are a bit of a chore to perform. **What problems is OTRS solving and how is that benefiting you?** ITSM is made easy through OTRS. We keep track of user requests and incidents all in a single pane of glass. Addressing incidents and requests are done in a very efficient manner, as a result. ### 8. OTRS - old fashioned and not meeting the current needs anymore **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** July 05, 2022 **What do you like best about OTRS?** Not too many functions, so quite easy to set up and use **What do you dislike about OTRS?** Not enough functions to run a professional customer care operation **Recommendations to others considering OTRS:** OTRS is a good tool if you are not into automation etc. **What problems is OTRS solving and how is that benefiting you?** We've used OTRS to communicate with customers via e-mail ### 9. Ticketing system that you need for customize setup **Rating:** 5.0/5.0 stars **Reviewed by:** Rommel L. | Sr IT Suppport, Enterprise (> 1000 emp.) **Reviewed Date:** June 16, 2021 **What do you like best about OTRS?** Here are the quality we like when we use the OTRS as our ticketing system from the previous old ticketing system - Greate infographics of tickets - Greate way to program and customized for our setup that has different types and can do more even after the deployment. This is like a puzzle that you can build endlessly. - Greate support from the Ventors for any changes/upgrade that we like from our current setup. - Easy to use for a newbie to experts IT - Greate reporting capability that will ease the burden in pulling out tons of logs ticket. - Transferring from one another users or department is very easy and can do notes. **What do you dislike about OTRS?** Actually, there is nothing that we don`t like about OTRS as I said above it can be customized base on our needs. **What problems is OTRS solving and how is that benefiting you?** Everything for that we can`t do from our old ticketing system. OTRS is very very useful in our organization ### 10. OTRS Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2022 **What do you like best about OTRS?** The simplicity of the product in terms of usage. It's good for multitenancy. **What do you dislike about OTRS?** The complexity in the basic configuration. Configuration is not user-friendly. **Recommendations to others considering OTRS:** Pls, continue the community edition. **What problems is OTRS solving and how is that benefiting you?** We have solved our helpdesk issues and ticketing issues with this product. There is no much benefit we have gained financially. ### 11. One of the Best Ticketing Tool in the IT World **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Management Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2021 **What do you like best about OTRS?** Simplycity in terms of managing the tickets and more easy to update the tickets. **What do you dislike about OTRS?** adding a member on the same tickets, sometimes create an issue. In case if your browser crashed, your whole content on the update will not be cached. So be careful... **Recommendations to others considering OTRS:** Nothing specifically. **What problems is OTRS solving and how is that benefiting you?** On daily basis, tickets update on following cases or issue comes from Customer. This actually track the details and even if someone new took that case, he/she can read the entire history to understand the fact. ### 12. OTRS was a good product **Rating:** 1.0/5.0 stars **Reviewed by:** J F B. | European Processor Initiative Stream Leader/Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2020 **What do you like best about OTRS?** OTRS was free, and installable on both Linux and Windows platforms. Its mail-based design made it quite unique in terms of design and speed. It was easy to install, and the set up was feasible with a few days of consulting from multiple service providers. I have been using the tool between 2012 and 2019 on a regular basis, and never experimented a failure, both on premises and on the web (say cloud if you like). **What do you dislike about OTRS?** The confusion between the product name and a company name sort of "forced" some customers of mine to buy unnecessary & expensive contracts to that company. Instead of trying to expand the product through a comunity of support organizations, OTRS chose to close it more by separating the free version and the paid version. I am not recommending it anymore to my customers, best solutions have taken over. **What problems is OTRS solving and how is that benefiting you?** I used to use and/or roll-out OTRS for incident management, asset management, and even customer relationship management. Once installed, the use of the tool was quite straightforward, even if its design made it quite unique. Customers were satisfied. The internal implementation at my company, nevetheless, did not manage to replace the previous tool that was managing spare parts. OTRS was not fit for that. ### 13. Super Quick ITSM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rohit D. | Enterprise (> 1000 emp.) **Reviewed Date:** June 25, 2020 **What do you like best about OTRS?** I like the way OTRS loads on any browser. It is very light and navigating from one module to another over the browser is smooth and there are no hiccups. The other features like email notifications and the pending reminder is a great way to keep track of a ticket and make sure that the task it completed **What do you dislike about OTRS?** There is nothing to dislike about OTRS honestly speaking **What problems is OTRS solving and how is that benefiting you?** Working on IT Incidents and change requests are easier now. Each topic can be processed as per the workflow designed in OTRS. ### 14. Lean and Simple Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammed R. | Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2020 **What do you like best about OTRS?** OTRS is one of the best if not the only Open Source Ticketing Tool that is available. The accessibility Option are plenty and we can even use it on a Mobile Device. The pending reminder feature is unique and it helps us make sure that we are on top of topics to be addressed. **What do you dislike about OTRS?** The support cost is a little on the expensive side, but that is not a big deal **What problems is OTRS solving and how is that benefiting you?** We are able to provide excellent customer service with the options and features that OTRS Provides. Auto responses can be defined and set so that we save a lot of time. ### 15. Simple and Minimalist Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Muni K. | Enterprise (> 1000 emp.) **Reviewed Date:** June 02, 2020 **What do you like best about OTRS?** OTRS as we already know is an Open source ticketing tool and it is very light that it can be accessed from a browser and do not need a client to be installed. I like the pending reminder and the Auto-Close feature, which helps me manage all the incidents or tickets that are assigned to me very efficiently **What do you dislike about OTRS?** The problem management module could be a little better, the workflow modification does require vast knowledge in coding **What problems is OTRS solving and how is that benefiting you?** With OTRS we are able to implement ITIL concepts at a Helpdesk level and at the same time save on cost ### 16. Change Management and Asset Management Made Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Ashutosh A. | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about OTRS?** The whole OTRS Logic in the back end is very simple and as a result everything loads and get processed quickly. Emails sent to a particular set email address can be configured to generate a ticket and this ticket can be followed up to closure. Each note entered or response email gets recorded permanently. **What do you dislike about OTRS?** I do not believe there is anything to complain about such an amazing product **What problems is OTRS solving and how is that benefiting you?** We are able to track all our assets and also be prepared for an Asset replacement , let it be a Laptop, Desktop or even a Server. ### 17. One of the best Ticketing Tool ever. **Rating:** 5.0/5.0 stars **Reviewed by:** Vembarasan T. | IT Infrastructure Lead, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2020 **What do you like best about OTRS?** I have been using OTRS for about 3 years now and I should say that it is one of the best and lightest Ticketing tool that I have ever used. The features are unique and the reporting options are great. OTRS can be access via Mobile Devices so we can keep track of Incidents raised **What do you dislike about OTRS?** After using it for a while, I do not see any reason to dislike anything about OTRS **What problems is OTRS solving and how is that benefiting you?** We are able to track each incident ticket till it gets resolved and provide great Customer Experience. ### 18. Hassle free smart Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Akash D. | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2020 **What do you like best about OTRS?** I have been using OTRS as the primary ticketing tool to manage incidents and change requests for the past 14 months. It's a very minimalist application with a simple graphical interface, however the features and tools that can be invoked are very powerful and unique when compared to other similar ticketing tools out in the market **What do you dislike about OTRS?** Modification of modules can be an expensive affair **What problems is OTRS solving and how is that benefiting you?** Tracking of Incident tickets and the easy Change Management Process flow helps us get to the final result in no time. ### 19. Modern yet light ticketing tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ganesh R. | Enterprise (> 1000 emp.) **Reviewed Date:** June 14, 2020 **What do you like best about OTRS?** We use OTRS on a daily basis to track tickets. The IT Service Desk uses OTRS for internal IT tickets and we use it to track requests and feedback from clients. OTRS is a great way to initiate and manage change requests. **What do you dislike about OTRS?** I can not seem to find any reason to dislike OTRS **What problems is OTRS solving and how is that benefiting you?** Being an open source solution, it gives us a lot of flexibility to customize the interface and workflows as per our requirement. ### 20. Open Source and best **Rating:** 5.0/5.0 stars **Reviewed by:** Santosh M. | Sr IT Infra Lead, Enterprise (> 1000 emp.) **Reviewed Date:** May 31, 2020 **What do you like best about OTRS?** OTRS is an open source tool, however has many unique features that many other well know brands may not have. One of the best features that i can think of is the pending reminder options as we please **What do you dislike about OTRS?** I do not have anything to complain about. **What problems is OTRS solving and how is that benefiting you?** We are able to have a record of all the tickets that are raised. We can also use OTRS to track our customer's responses and in turn provide out standing Customer service. ### 21. Customisable and Professional Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sanjeeb M. | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about OTRS?** OTRS makes my life easy by giving a holistic view of active tickets and also of previous tickets. OTRS also follows ITIL principles for Incident management and change management. We can also link tickets with either a FAQ or an SOP for future reference. **What do you dislike about OTRS?** I am still yet to find something that I do not like about OTRS **What problems is OTRS solving and how is that benefiting you?** The CMDB feature helps us tag assets like Desktop Computer and Laptops and update the Asset log ### 22. Great Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Raju K. | Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2020 **What do you like best about OTRS?** OTRS is one of the best Open Source Ticketing Tools that I have used. There are different Modules to choose from and it is very easy to customize. The incident tracking and change management features are great and pretty much unique when it comes to OTRS. **What do you dislike about OTRS?** I don't believe there is anything to dislike about OTRS **What problems is OTRS solving and how is that benefiting you?** We are able to address incident and track them to closure hence ensuring all our targets are met and the stake holders are happy. ### 23. OTRS - My Point of View **Rating:** 4.0/5.0 stars **Reviewed by:** Thiago M. | Senior Consultant Engineer - Applicatif CEGC / NGAM-PE / Coficine, Mid-Market (51-1000 emp.) **Reviewed Date:** February 14, 2020 **What do you like best about OTRS?** The simplicity. You can easily learn how things works/connects. The platform itself works good on small and medium companies. Even if you are on a large environment, OTRS will definitely handle all requests. **What do you dislike about OTRS?** Its not a dislike but I think the platform can be more user friendly. In my opinion, I feel more comfortable with Service Now. OTRS is a good platform, I know, but I think there is a lot to grow. Something like more integrations with other platforms. **Recommendations to others considering OTRS:** If you want a good ITSM, go for it. Your company is in the right track. **What problems is OTRS solving and how is that benefiting you?** A company that I´ ve worked for uses OTRS for tickets (supporting/help desk). Creation, answering, managing, and archiving troubleshooting tickets. Generally received from customers/clients via phone and/or e-mail, ### 24. OTRS - Review after using the application for more than 2.5 years **Rating:** 2.5/5.0 stars **Reviewed by:** Mukhtiyar A. | Associate-IT, Enterprise (> 1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about OTRS?** The only good thing about the OTRS is the interface. The application has a good User interface and anyone with the basic knowledge can understand all the terms. The best part of using the OTRS is its interface. OTRS pulls up all the basic details of the User like the location,contact number which makes the life easier **What do you dislike about OTRS?** The application is way too old and needs to be updated very soon. I have had issues wherein the application does not load and just freezes on its own. It is way too difficult to pull out the reports Only the admin team can pull up the reports which are way too different from other IT system tools. **Recommendations to others considering OTRS:** Please make sure the application can pull out the reports easily and without any issues. The application has to be updated with the latest security updates. The cost of each license is very much and the support from the customer care can be improved Customer support care can be increased. The application can easily be embedded with the latest or the oldest MS exchange server. The application also pulls up all the basic details of the User **What problems is OTRS solving and how is that benefiting you?** Any users facing the issue, send an Email to us and the OTRS automatically converts it into a ticket which the admin can see and resolve all the issues. The only benefits are the Users do not have to contact the admin team over the call, just Email would do ### 25. Free IT ticket system but is it good? **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** October 30, 2019 **What do you like best about OTRS?** OTRS is an open source, simple yet powerful IT helpdesk tool that allows work orders to be created and organized to be serviced. Its simple UI and filter viewing allows optimal efficiency in technicians to manage their tickets. Once set up by the web applications developer, work orders flowed in through websites, emails, and other means of technological service will be quickly queued to be organized, labeled, and eventually closed by the technicians. **What do you dislike about OTRS?** With the good stuff said, OTRS is far from perfect from my experience. Tickets are locked to the user when you simply open to respond to the ticket, regardless of whether you respond or not. The UI is simple but bland, although most of my colleagues do not mind. OTRS is limited in function for the web app developer unless they pay a premium subscription, in which my office does not support. Tickets that are submitted constantly alert admins, which is a double edged sword when it comes to getting things done and being intrusive. Finally, they announced that updates for security will be pay-walled, which our office is not a fan of. **What problems is OTRS solving and how is that benefiting you?** Servicing department with IT solutions. It is our main tool and homepage to get things done ### 26. Reliable and established helpdesk and ticketing system **Rating:** 3.5/5.0 stars **Reviewed by:** Vatsal P. | Student, Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2019 **What do you like best about OTRS?** It has a good web interface with standard features available in the form of dashboard, calendar, tickets, and others. It supports multiple languages and has many good features in the pro / business version. It has a great search function to look up past tickets saving time in handling and resolving similar issues. It has a large number of configuration options and is highly scalable and can process thousands of tickets daily. **What do you dislike about OTRS?** The UI and the overall experience is a little outdated and needs a revamp as it can be confusing at times. Its documentation is poor, and UI has a significant learning curve. **Recommendations to others considering OTRS:** I think evaluating other software in a trial phase is necessary to find out which works best, and then moving on to the software that best fits the requirements. **What problems is OTRS solving and how is that benefiting you?** I have used OTRS as helpdesk operator, and found it has a large user base, so it has great community support. ### 27. Simple and Elegant **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2019 **What do you like best about OTRS?** It is very clean and simple to use for any organization **What do you dislike about OTRS?** The only thing I dislike about it is that it is not having much colors to select from **What problems is OTRS solving and how is that benefiting you?** I am solving the company tickets though OTRS. It is easy to maintain ### 28. A good tool to help with incident tracking for an office environment. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** December 23, 2019 **What do you like best about OTRS?** The best thing about OTRS is that it is Open Source and can be customized in any way that is required. **What do you dislike about OTRS?** Since OTRS is Open source it needs vendor support which is very costly. **What problems is OTRS solving and how is that benefiting you?** OTRS is used for id creations, providing access,change requests, SLA management, report extraction...etc ### 29. OTRS , the best helpdesk **Rating:** 5.0/5.0 stars **Reviewed by:** Olimar P. | Programador sénior, Enterprise (> 1000 emp.) **Reviewed Date:** December 29, 2018 **What do you like best about OTRS?** OTRS allows you to keep track of requirements, measure allocation times and solve any process that requires tasks and people in charge, from the requirements of a computer office to the tasks of the people to their leaders. One of the characteristics that I like the most is the possibility of designing your own process and automation of tasks, also the possibility of scaling tickets or requirements, through the configuration of SLAs, or service level agreements. Maintaining the status of the tickets in the email of those responsible for their solution, is a great help to keep track of tasks and their solutions. It has a free license and the possibility of adding modules programmed in perl for specific requirements. In my particular experience, it is one of the best tools to replace expensive tools in large companies, meets the requirements of ITIL-based processes. There are several third-party products that support OTRS, one of the most used is an android application, which allows you to manage tickets from android phones, available in googleplay, it is free to use, and with the possibility of additional features paid. Perhaps, the support in mobile platforms of OTRS, is one of the characteristics of more demand, to include in new versions of the tool **What do you dislike about OTRS?** perhaps include more compatibility with ITIL processes and examples **Recommendations to others considering OTRS:** It is a highly scalable tool, well made and thought by good programmers and can substitute similar expensive and expensive tools **What problems is OTRS solving and how is that benefiting you?** count the amount of annual requirements of a support system for the government of my country ### 30. Totally Radical Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Nithin S. | Infrastructure Manager, Machinery, Enterprise (> 1000 emp.) **Reviewed Date:** January 09, 2019 **What do you like best about OTRS?** Our organization use OTRS to manage Incidents, change requests and to manager IT Assets. The fact that this is an Open source solution makes it very easy to customize **What do you dislike about OTRS?** I frankly don't have any thing to complain about. OTRS is very simple yet efficient. The support teams are also very approachable and they respond back to ASAP to any queries that you may have. **What problems is OTRS solving and how is that benefiting you?** Customer Satisfaction, IT Asset Management , Incident Tracking and reporting and the king of all Change management. All these topics made simple to manage. ### 31. OTRS is a very complete and very good quality software **Rating:** 4.0/5.0 stars **Reviewed by:** Simón Bernabé G. | Operador de Servidores, Enterprise (> 1000 emp.) **Reviewed Date:** October 28, 2018 **What do you like best about OTRS?** OTRS is a very complete software for the control and monitoring of the events that occur with the computer and technology processes in the company. Users can make requests, report failures of a computer that is affecting the productivity of the company. For the IT department it is essential, since all the requests are centralized and plans are established to attend them, the used resources are optimized and the impact that the failures can cause is minimized. Its interface is very intuitive and easy to use. Users learn very fast to use it. **What do you dislike about OTRS?** OTRS is very robust, it covers many things within the IT processes and if it is configured in a lot of detail it can be overwhelming the amount of data that can be seen on the screen. The lists of elements (for example the list of requirements to IT) have very few customization options to order, they have the basic ones but it can be better. To personalize a search is something complicated, not impossible, but a bit difficult for inexperienced users. **Recommendations to others considering OTRS:** I recommend investing time in the configuration of the software, and more than anything in the identification of the processes of the company where you want to implement. Once this task is done and the software installed, the productivity of the IT team will increase substantially and improve the maintenance, investment, detection and correction of failures plans. The users will be taken care of in a timely manner. It will really change the WORK in the IT department for the better **What problems is OTRS solving and how is that benefiting you?** With OTRS, the situation that many users called to notify failures in computer equipment was solved and there was no control over those cases. They were not taken care of in time, there was no statistical registry of failures that could then be used to make decisions that improve the performance of the computer equipment as well as the help desk team. The software helped a lot to improve and order these processes. ### 32. Otrs is great **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2019 **What do you like best about OTRS?** I like that out emails attach to the ticketing system for better tracking and the saved searches you can setup. **What do you dislike about OTRS?** Sometimes it will unlock my tickets in bulk so they are not readily accessible. **What problems is OTRS solving and how is that benefiting you?** It is much easier for me to track how much work I have completed with this system. ### 33. Fast, Accurate and reliable Ticket management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Jimmy K. | IT Analyst ( Global Service Desk ), Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2019 **What do you like best about OTRS?** I like that this software is open source. That means that we can modify it to suit our requirements **What do you dislike about OTRS?** The support doesn't always work. I tried to reach them a few times and they never responded. **What problems is OTRS solving and how is that benefiting you?** We are able to manager Change Requests and IT Assets very easily ### 34. Ultra Cool Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Ann P. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2019 **What do you like best about OTRS?** I use this tool at work to track and close customer requests. The OTRS tool also helps with surveys and reporting. **What do you dislike about OTRS?** There is nothing that I don't like about OTRS. **What problems is OTRS solving and how is that benefiting you?** We are able to track tickets and surveys, using which we can improve our customer satisfaction ### 35. Organize your Help Desk Team Project with OTRS **Rating:** 5.0/5.0 stars **Reviewed by:** Jaime P. | Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2018 **What do you like best about OTRS?** Flexibility with the options I can use, easy to understand and use. Can change almost everything: Owner, title, priority, client, ... Can escalate with other teamworks faster than other ticketing tools. **What do you dislike about OTRS?** Interface could be better, it is like an old version without personalitation. I do not know if it can be changed since im not the administrator of it. **Recommendations to others considering OTRS:** I am not an administrator of this, but I am using as a Service Desk for solving and escalating incidents. I prefer it more than Jira in most of cases. **What problems is OTRS solving and how is that benefiting you?** Client solution with escalation to other departments with email sending and reciving integration and easy to use with minimal configuration. ### 36. OTRS **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2018 **What do you like best about OTRS?** The OTRS product is easy to use and is a good way for our IT department to tract and manage service tickets. We are able to detect weaknesses in our IT training by analyzing the type of service tickets. **What do you dislike about OTRS?** Some repetitive steps when entering ticket information. It seems bit slow at times and we receive a certificate error when first logging in. **Recommendations to others considering OTRS:** none **What problems is OTRS solving and how is that benefiting you?** Documentation of internal IT services provided to our employees. ### 37. Perfect for starters **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2018 **What do you like best about OTRS?** Great software to create cases, workflows, ticket validation and changes. Great ticketing soft !! **What do you dislike about OTRS?** Only the frontend maybe will be better. But 100% functionaly **Recommendations to others considering OTRS:** If you have a 8-10 helpdesk team for ticketings and changes in encierment. This is your app. **What problems is OTRS solving and how is that benefiting you?** We intal this an solve all the ticketing metoth. Wonderfull ! ### 38. The best Open Source Ticketing Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** December 26, 2018 **What do you like best about OTRS?** I like the option where we can track assets and the ability to create and follow up on change requests. **What do you dislike about OTRS?** The support is not that great, since it is very expensive. **What problems is OTRS solving and how is that benefiting you?** IT Tickets are tracked and resolved very efficiently ## OTRS Discussions - [Which module transforms data into required format in OTRS?](https://www.g2.com/discussions/which-module-transforms-data-into-required-format-in-otrs) - [How much does Otrs cost?](https://www.g2.com/discussions/how-much-does-otrs-cost) - [What does Otrs mean?](https://www.g2.com/discussions/what-does-otrs-mean) - [Why is a system such as OTRS necessary for service desks?](https://www.g2.com/discussions/why-is-a-system-such-as-otrs-necessary-for-service-desks) - [What is the future of OTRS?](https://www.g2.com/discussions/what-is-the-future-of-otrs) - 1 upvote - [View OTRS pricing details and edition comparison](https://www.g2.com/products/otrs/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+13%3A48%3A58+-0500&secure%5Bsession_id%5D=526f6c1d-b35a-40d5-a339-6675a903a5fa&secure%5Btoken%5D=7e598b709107fefbc3f4c16c1e5dd7b8fcbf57f23652af06cf78a5bc1382a3d6&format=llm_user) ## OTRS Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Service Desk** - Help Desk - Incident Reports - Process Workflow **Generative AI** - AI Text Generation - AI Text Summarization **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top OTRS Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,700 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,496 reviews)