OTRS Reviews & Product Details

OTRS makes my life easy by giving a holistic view of active tickets and also of previous tickets. OTRS also follows ITIL principles for Incident management and change management. We can also link tickets with either a FAQ or an SOP for future reference. Review collected by and hosted on G2.com.

I am still yet to find something that I do not like about OTRS Review collected by and hosted on G2.com.

OTRS is one of the best Open Source Ticketing Tools that I have used. There are different Modules to choose from and it is very easy to customize. The incident tracking and change management features are great and pretty much unique when it comes to OTRS. Review collected by and hosted on G2.com.

I don't believe there is anything to dislike about OTRS Review collected by and hosted on G2.com.

The simplicity. You can easily learn how things works/connects. The platform itself works good on small and medium companies. Even if you are on a large environment, OTRS will definitely handle all requests. Review collected by and hosted on G2.com.

Its not a dislike but I think the platform can be more user friendly. In my opinion, I feel more comfortable with Service Now. OTRS is a good platform, I know, but I think there is a lot to grow. Something like more integrations with other platforms. Review collected by and hosted on G2.com.

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 life easier. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

OTRS is an open source, simple yet powerful IT helpdesk tool that allows work orders to be created and organized to be serviced. Its simple UI and filter viewing allows optimal efficiency in technicians to manage their tickets. Once set up by the web applications developer, work orders flowed in through websites, emails, and other means of technological service will be quickly queued to be organized, labeled, and eventually closed by the technicians. Review collected by and hosted on G2.com.

With the good stuff said, OTRS is far from perfect from my experience. Tickets are locked to the user when you simply open to respond to the ticket, regardless of whether you respond or not. The UI is simple but bland, although most of my colleagues do not mind. OTRS is limited in function for the web app developer unless they pay a premium subscription, in which my office does not support. Tickets that are submitted constantly alert admins, which is a double edged sword when it comes to getting things done and being intrusive. Finally, they announced that updates for security will be pay-walled, which our office is not a fan of. Review collected by and hosted on G2.com.

It has a good web interface with standard features available in the form of dashboard, calendar, tickets, and others. It supports multiple languages and has many good features in the pro / business version. It has a great search function to look up past tickets saving time in handling and resolving similar issues. It has a large number of configuration options and is highly scalable and can process thousands of tickets daily. Review collected by and hosted on G2.com.

The UI and the overall experience is a little outdated and needs a revamp as it can be confusing at times. Its documentation is poor, and UI has a significant learning curve. Review collected by and hosted on G2.com.

It is very clean and simple to use for any organization Review collected by and hosted on G2.com.

The only thing I dislike about it is that it is not having much colors to select from Review collected by and hosted on G2.com.

The best thing about OTRS is that it is Open Source and can be customized in any way that is required. Review collected by and hosted on G2.com.

Since OTRS is Open source it needs vendor support which is very costly. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

perhaps include more compatibility with ITIL processes and examples Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.