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OTRS Reviews & Product Details

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.

Seller

OTRS Group

Discussions

OTRS Community

Overview by

Rachel Minihan

Value at a Glance

Averages based on real user reviews.

Perceived Cost

$$$$$

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Verified User in Higher Education

Mid-Market (51-1000 emp.)

9/16/2025

"Helpful Tool"

3.5/5

What do you like best about OTRS?

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

What do you dislike about OTRS?

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

Verified User in Higher Education

Small-Business (50 or fewer emp.)

9/18/2025

"Great Ticketing System"

4/5

What do you like best about OTRS?

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

What do you dislike about OTRS?

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

Verified User in Internet

Mid-Market (51-1000 emp.)

3/18/2025

"Review for the software used on day to day basis"

5/5

What do you like best about OTRS?

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

What do you dislike about OTRS?

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

Rahul W.

Application Development Analyst

Mid-Market (51-1000 emp.)

2/9/2024

"OTRS: Best Ticketing System Tool"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about OTRS?

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

Verified User in Education Management

Mid-Market (51-1000 emp.)

11/5/2023

"Best ticket handling"

4/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

5/15/2023

"Best support platform"

3.5/5

What do you like best about OTRS?

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

What do you dislike about OTRS?

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.

Diego M.

Systems Administrator

Mid-Market (51-1000 emp.)

1/5/2021

"Effortless support and incident management from a simple, lean and straightforward system."

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Entertainment

Mid-Market (51-1000 emp.)

7/5/2022

"OTRS - old fashioned and not meeting the current needs anymore"

2.5/5

What do you like best about OTRS?

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

What do you dislike about OTRS?

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

Rommel L.

Sr IT Suppport

Enterprise (> 1000 emp.)

6/16/2021

"Ticketing system that you need for customize setup"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.