OTRS Reviews & Product Details

A one-stop shop for inquiry management and tracking. Review collected by and hosted on G2.com.

Limits in a number of users who can access at the same time. Review collected by and hosted on G2.com.

It helps me organize all my communication with customers in one place. Review collected by and hosted on G2.com.

Changing queues for tickets can sometimes be challenging. Review collected by and hosted on G2.com.

the system, easy to use and the customize option Review collected by and hosted on G2.com.

some times it lags and created mess while creating tickets Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing as of now. My experience with OTRS has been smooth till now. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It provides all the features required to provide support to your customers and customers can also Review collected by and hosted on G2.com.

It is quite well designed to handle support tickets didn't face any issue while working on it. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

There's not much I can say I dislike in OTRS. Major release updates are a bit of a chore to perform. Review collected by and hosted on G2.com.

Not too many functions, so quite easy to set up and use Review collected by and hosted on G2.com.

Not enough functions to run a professional customer care operation Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Actually, there is nothing that we don`t like about OTRS as I said above it can be customized base on our needs. Review collected by and hosted on G2.com.

The simplicity of the product in terms of usage. It's good for multitenancy. Review collected by and hosted on G2.com.

The complexity in the basic configuration. Configuration is not user-friendly. Review collected by and hosted on G2.com.