--- title: OTRS Reviews meta_title: 'OTRS Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 38 reviews by the users' company size, role or industry to find out how OTRS works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 38 scale: '5' date_modified: '2026-08-09' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # OTRS Reviews **Vendor:** OTRS Group **Category:** [Service Desk Software](https://www.g2.com/categories/service-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 value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs. (1 reviews) - Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs. (1 reviews) - Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs. (1 reviews) - Users value the **centralized management** of OTRS, enabling efficient organization of customer communications. (1 reviews) - Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible. (1 reviews) - Ticket Management (1 reviews) - Tracking Ease (1 reviews) **What users dislike:** - Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation. (2 reviews) - Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform. (1 reviews) - Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS. (1 reviews) - Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets. (1 reviews) ## OTRS Reviews ### 1. 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 ### 2. 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 ## 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?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+10%3A52%3A47+-0500&secure%5Bsession_id%5D=0343c6c5-b2f2-4392-9e01-58ab9df4b809&secure%5Btoken%5D=832c3b5879a55e114697999bdbf0413d2b0929c8e2afce134f4f309a7d84d388&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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Administration** - Screen Sharing - File Sharing - Session Recording - Unattended Remote Access - Multi - Session Handling - Multi-Monitor Support **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Maintenance** - Remote Reboot - Remote Printing **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Communication ** - Text Chat - VoIP - Video Conference Call - Screen Annotations **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Security** - Data Encryption - Compliance **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Voice - Video Chat **Device Support** - Mobile Device Access - Multi-Platform Support - Cross-Platform - Video Support **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Performance** - Reporting **Additional Functionality** - Remote Monitoring & Management - AI Copilot - SSL Security - File Transfer - Two-Factor Authentication - Single Sign On - Compliance Management - Collaboration Tools - Summary Reports - Activity Dashboard - Chat/Messaging - Generative AI - Session Transfer - Remote Update/Installation - Audit Trail - Customizable Branding - Server Monitoring - Real-Time Updates - Troubleshooting - Real-Time Monitoring - Workflow Management - Multiple User Accounts - Multi-Channel Communication - CRM - Surveys & Feedback - Activity Tracking - Self Service Portal - API - Support Ticket Management - Access Controls/Permissions - Remote Access/Control - User Management - Customizable Reports - Real-Time Notifications - Video Conferencing - Diagnostic Tools - Third-Party Integrations - Reporting/Analytics **Platform** - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top OTRS Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,825 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) - 4.2/5.0 (244 reviews)