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OTRS

4.8
(13)

OTRS is a customizable support desk that manages workflows and structures communication.

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OTRS Reviews

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Showing 13 OTRS reviews
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OTRS review by Jency T.
Jency T.
Validated Reviewer
Verified Current User
Review Source
content

"Radical Ticketing Tool"

What do you like best?

We use this to track Incidents, Change requests and Assets. The best thing about OTRS is that it is Open Source and can be customized in any way that is required. The SLA management options are great and we also can extract reports that help us in improving our services

What do you dislike?

The tool is plain vanilla when you get it and needs a lot of customization. Since it is Open Source, it needs vendor support which is very expensive

Recommendations to others considering the product

This tool is one of the best when it comes to Ticket Tracking. Since it is an Open Source Solution, we can customize it to our own requirements. I would recommend this to anyone who has a small business. This ticketing tool can not only be used by the IT Support Team but also a Customer Facing Team as well.

What business problems are you solving with the product? What benefits have you realized?

We are able to manage IT Incidents very effectively and track it till closure

Change Management has been a breeze

IT Asset Management is now very efficiently managed as well.

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OTRS review by Olimar P.
Olimar P.
Validated Reviewer
Review Source
content

"OTRS , the best helpdesk"

What do you like best?

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?

perhaps include more compatibility with ITIL processes and examples

Recommendations to others considering the product

It is a highly scalable tool, well made and thought by good programmers and can substitute similar expensive and expensive tools

What business problems are you solving with the product? What benefits have you realized?

count the amount of annual requirements of a support system for the government of my country

What Help Desk solution do you use?

Thanks for letting us know!
OTRS review by Simón Bernabé G.
Simón Bernabé G.
Validated Reviewer
Review Source
content

"OTRS is a very complete and very good quality software"

What do you like best?

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?

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 the product

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 business problems are you solving with the product? What benefits have you realized?

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.

OTRS review by Jaime P.
Jaime P.
Validated Reviewer
Verified Current User
Review Source
content

"Organize your Help Desk Team Project with OTRS"

What do you like best?

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?

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 the product

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 business problems are you solving with the product? What benefits have you realized?

Client solution with escalation to other departments with email sending and reciving integration and easy to use with minimal configuration.

OTRS review by Nithin S.
Nithin S.
Validated Reviewer
Verified Current User
Review Source
content

"Totally Radical Ticketing Tool"

What do you like best?

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?

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 business problems are you solving with the product? What benefits have you realized?

Customer Satisfaction, IT Asset Management , Incident Tracking and reporting and the king of all Change management. All these topics made simple to manage.

OTRS review by Mahesh M.
Mahesh M.
Validated Reviewer
Verified Current User
Review Source
content

"Amazing Ticketing Tool and Asset Management Solution"

What do you like best?

OTRS is a great Open Source solution for small and medium businesses. We can use it to manage incidents and it is also great for maintaining assets

What do you dislike?

Customer Support is a bit slow. Any changes that needs to be done does take a long time

What business problems are you solving with the product? What benefits have you realized?

We were able to manage IT Assets better

OTRS review by Jimmy K.
Jimmy K.
Validated Reviewer
Verified Current User
Review Source
content

"Fast, Accurate and reliable Ticket management tool"

What do you like best?

I like that this software is open source. That means that we can modify it to suit our requirements

What do you dislike?

The support doesn't always work. I tried to reach them a few times and they never responded.

What business problems are you solving with the product? What benefits have you realized?

We are able to manager Change Requests and IT Assets very easily

OTRS review by Ann P.
Ann P.
Validated Reviewer
Verified Current User
Review Source
content

"Ultra Cool Ticketing Tool"

What do you like best?

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?

There is nothing that I don't like about OTRS.

What business problems are you solving with the product? What benefits have you realized?

We are able to track tickets and surveys, using which we can improve our customer satisfaction

OTRS review by Akash R.
Akash R.
Validated Reviewer
Verified Current User
Review Source
content

"Simplest Ticketing Tool"

What do you like best?

I love the way we can use OTRS to track Change requests. We use it for IT Asset Management aswell

What do you dislike?

There are no negative aspects about OTRS. The Support is amazing

What business problems are you solving with the product? What benefits have you realized?

IT Asset Management and IT Change Request Process made easy

OTRS review by User
User
Validated Reviewer
Verified Current User
Review Source
content

"OTRS "

What do you like best?

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?

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 the product

none

What business problems are you solving with the product? What benefits have you realized?

Documentation of internal IT services provided to our employees.

OTRS review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Great Ticketing Tool"

What do you like best?

OTRS is an Open Source application and very easy to customize.

What do you dislike?

Since it is Open Source the support is a little expensive

Recommendations to others considering the product

None as of now. I've used OTRS for a while now and I feel that its meets our expectations.

What business problems are you solving with the product? What benefits have you realized?

Our customer queries are recorded and we are able to track each ticket to closure

OTRS review by Administrator
Administrator
Validated Reviewer
Review Source
content

"Perfect for starters"

What do you like best?

Great software to create cases, workflows, ticket validation and changes. Great ticketing soft !!

What do you dislike?

Only the frontend maybe will be better. But 100% functionaly

Recommendations to others considering the product

If you have a 8-10 helpdesk team for ticketings and changes in encierment. This is your app.

What business problems are you solving with the product? What benefits have you realized?

We intal this an solve all the ticketing metoth. Wonderfull !

OTRS review by User in Pharmaceuticals
User in Pharmaceuticals
Validated Reviewer
Review Source
content

"The best Open Source Ticketing Tool"

What do you like best?

I like the option where we can track assets and the ability to create and follow up on change requests.

What do you dislike?

The support is not that great, since it is very expensive.

What business problems are you solving with the product? What benefits have you realized?

IT Tickets are tracked and resolved very efficiently

Kate from G2

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