--- 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 Pros and Cons: Top Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362502&qs=pros-and-cons#reviews) Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362546&qs=pros-and-cons#reviews) Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362455&qs=pros-and-cons#reviews) Users value the **centralized management** of OTRS, enabling efficient organization of customer communications. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279174&qs=pros-and-cons#reviews) Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279170&qs=pros-and-cons#reviews) Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation. [(2 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044512&qs=pros-and-cons#reviews) Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279147&qs=pros-and-cons#reviews) Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044513&qs=pros-and-cons#reviews) Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets. [(1 mentions)](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044515&qs=pros-and-cons#reviews) ### Top Pros or Advantages of OTRS ##### 1. Customizability Users value the **customizability** of OTRS, appreciating how easily they can tailor the system to their needs. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362502&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you like about OTRS? the system, easy to use and the customize option ##### 2. Customization Users value the **customization options** in OTRS, making it user-friendly and adaptable to their needs. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362546&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you like about OTRS? the system, easy to use and the customize option ##### 3. Ease of Use Users love the **ease of use** of OTRS, finding it simple to navigate and customize to their needs. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362455&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you like about OTRS? the system, easy to use and the customize option ##### 4. Management Centralization Users value the **centralized management** of OTRS, enabling efficient organization of customer communications. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279174&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.0/5 "Great Ticketing System" What do you like about OTRS? It helps me organize all my communication with customers in one place. ##### 5. Organization Users appreciate the **organization of communication** OTRS provides, keeping customer interactions streamlined and accessible. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279170&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.0/5 "Great Ticketing System" What do you like about OTRS? It helps me organize all my communication with customers in one place. ### Top Cons or Disadvantages of OTRS ##### 1. Ticketing Issues Users find **ticketing issues** problematic, with challenges in changing queues and lag during ticket creation. [ See 2 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044512&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.0/5 "Great Ticketing System" What do you dislike about OTRS? Changing queues for tickets can sometimes be challenging. ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you dislike about OTRS? some times it lags and created mess while creating tickets ##### 2. Access Control Users experience **limitations on simultaneous access** , which restricts collaboration within the OTRS platform. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279147&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 3.5/5 "Helpful Tool" What do you dislike about OTRS? Limits in a number of users who can access at the same time. ##### 3. Slow Loading Users often experience **slow loading** , leading to frustrations when creating tickets within OTRS. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044513&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you dislike about OTRS? some times it lags and created mess while creating tickets ##### 4. Slow Performance Users experience **slow performance** with OTRS, leading to issues and frustrations when creating tickets. [ See 1 mentions ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044515&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "Review for the software used on day to day basis" What do you dislike about OTRS? some times it lags and created mess while creating tickets ![Verified User in Management Consulting](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Management Consulting") UM Verified User in Management Consulting Mid-Market (51-1000 emp.) 8/18/2021 "One of the Best Ticketing Tool in the IT World" 5/5 What do you like best about OTRS? Simplycity in terms of managing the tickets and more easy to update the tickets. Review collected by and hosted on G2.com. 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... Review collected by and hosted on G2.com. Recommendations to others considering OTRS: Nothing specifically. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![J F B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "J F B.") JB J F B. European Processor Initiative Stream Leader/Project Manager Enterprise (\> 1000 emp.) 10/27/2020 "OTRS was a good product" 1/5 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). Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic RD Rohit D. Enterprise (\> 1000 emp.) 6/25/2020 "Super Quick ITSM Tool" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about OTRS? There is nothing to dislike about OTRS honestly speaking Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite MR Mohammed R. Enterprise (\> 1000 emp.) 5/25/2020 "Lean and Simple Ticketing Tool" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about OTRS? The support cost is a little on the expensive side, but that is not a big deal Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite MK Muni K. Enterprise (\> 1000 emp.) 6/2/2020 "Simple and Minimalist Ticketing Tool" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about OTRS? The problem management module could be a little better, the workflow modification does require vast knowledge in coding Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite AA Ashutosh A. Enterprise (\> 1000 emp.) 6/1/2020 "Change Management and Asset Management Made Easy" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about OTRS? I do not believe there is anything to complain about such an amazing product Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite VT Vembarasan T. IT Infrastructure Lead Enterprise (\> 1000 emp.) 5/24/2020 "One of the best Ticketing Tool ever." 5/5 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 Review collected by and hosted on G2.com. What do you dislike about OTRS? After using it for a while, I do not see any reason to dislike anything about OTRS Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/26/2020 Current UserValidated ReviewerIncentivizedSource: G2 invite AD Akash D. Enterprise (\> 1000 emp.) 5/28/2020 "Hassle free smart Ticketing Tool" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about OTRS? Modification of modules can be an expensive affair Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite GR Ganesh R. Enterprise (\> 1000 emp.) 6/14/2020 "Modern yet light ticketing tool" 5/5 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. Review collected by and hosted on G2.com. What do you dislike about OTRS? I can not seem to find any reason to dislike OTRS Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite SM Santosh M. Sr IT Infra Lead Enterprise (\> 1000 emp.) 5/31/2020 "Open Source and best" 5/5 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 Review collected by and hosted on G2.com. What do you dislike about OTRS? I do not have anything to complain about. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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