OTRS Reviews & Product Details

OTRS is a very complete software for the control and monitoring of the events that occur with the computer and technology processes in the company. Users can make requests, report failures of a computer that is affecting the productivity of the company. For the IT department it is essential, since all the requests are centralized and plans are established to attend them, the used resources are optimized and the impact that the failures can cause is minimized.

Its interface is very intuitive and easy to use. Users learn very fast to use it. Review collected by and hosted on G2.com.

OTRS is very robust, it covers many things within the IT processes and if it is configured in a lot of detail it can be overwhelming the amount of data that can be seen on the screen.

The lists of elements (for example the list of requirements to IT) have very few customization options to order, they have the basic ones but it can be better.

To personalize a search is something complicated, not impossible, but a bit difficult for inexperienced users. Review collected by and hosted on G2.com.

I like that out emails attach to the ticketing system for better tracking and the saved searches you can setup. Review collected by and hosted on G2.com.

Sometimes it will unlock my tickets in bulk so they are not readily accessible. Review collected by and hosted on G2.com.

I like that this software is open source. That means that we can modify it to suit our requirements Review collected by and hosted on G2.com.

The support doesn't always work. I tried to reach them a few times and they never responded. Review collected by and hosted on G2.com.

I use this tool at work to track and close customer requests. The OTRS tool also helps with surveys and reporting. Review collected by and hosted on G2.com.

There is nothing that I don't like about OTRS. Review collected by and hosted on G2.com.

Flexibility with the options I can use, easy to understand and use. Can change almost everything: Owner, title, priority, client, ... Can escalate with other teamworks faster than other ticketing tools. Review collected by and hosted on G2.com.

Interface could be better, it is like an old version without personalization. I do not know if it can be changed since I'm not the administrator of it. Review collected by and hosted on G2.com.

The OTRS product is easy to use and is a good way for our IT department to track and manage service tickets. We are able to detect weaknesses in our IT training by analyzing the type of service tickets. Review collected by and hosted on G2.com.

Some repetitive steps when entering ticket information. It seems a bit slow at times and we receive a certificate error when first logging in. Review collected by and hosted on G2.com.

Great software to create cases, workflows, ticket validation and changes. Great ticketing soft !! Review collected by and hosted on G2.com.

Only the frontend maybe will be better. But 100% functionaly Review collected by and hosted on G2.com.

I like the option where we can track assets and the ability to create and follow up on change requests. Review collected by and hosted on G2.com.

The support is not that great, since it is very expensive. Review collected by and hosted on G2.com.