OTRS

Vorteile

Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool.

Nachteile

Wenig modular um selbst Workflows zu definieren.

Vorteile

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Nachteile

Das Tool hat sehr wenige Features und eine alte GUI

Vorteile

Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran.

Nachteile

Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt.

Vorteile

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Nachteile

The quality of service and feature functionalities have complied with our policies.

Vorteile

A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive.

Nachteile

The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1.

Vorteile

exist in community edition or pro. Easy to found information to help in use.

Nachteile

not easy to use and maybe too option for small company

Vorteile

Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.

Nachteile

Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.

Vorteile

Clear user interface, plugin capability provided.

Nachteile

oor adaptability, layout could be more appealing, inflexible

Vorteile

It is highly customizable and has a lot of powerful ticket management features.

Nachteile

It is really difficult to set it up and configure everything.

Vorteile

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

Nachteile

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

Vorteile

It is pretty cheap and does what is intended for.

Nachteile

not very flexible. many aspects are missing.

Vorteile

OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.

Nachteile

I have not experienced performance downtimes since deployment.

Vorteile

it helps our business to manage customer interactions in a simple but effective way

Nachteile

i would like to have more tools to automate repetitive tasks

Vorteile

We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail.

Nachteile

Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.

Vorteile

OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

Nachteile

The only thing that I like least is that I found it a bit complicated.

Vorteile

I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Nachteile

There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

Vorteile

As both a user and an administrator of the software i found the following in my last year of using the software :

Ease of use
Flexibility
Easy customization
Open Source
Powerful Tools

Nachteile

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :

Convoluted Process management
SLA administration cumbersome to use and config
Lacking a few features out of the box

Vorteile

1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander

Nachteile

1. Outdated design
2. No mobile app
3. Relatively complex integration through web services

Vorteile

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are.
- You can customize your own process and according to you Ex – standard time to meet the SLA
- The support team is available 24/7 for help and with every new update.

Nachteile

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

Vorteile

Is very flexible, adaptive to almost every kind of organization.
Easy for users.
Many features available where to pick the more suitable for your needs

Nachteile

Quite complex the administration, especially when is necessary to change the standard settings.
Some features are not easy to implement.

Vorteile

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Nachteile

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Vorteile

Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.

Nachteile

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Vorteile

the ability to track a tickets journey from start to resolution

Nachteile

some of the terminoligy in the system configuration isn't very user friendly

Vorteile

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Nachteile

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Vorteile

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS.
The reports that can be generated via OTRS is also a great benefit.

Nachteile

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Vorteile

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

Nachteile

It slows down sometimes, but a reboot always works

Vorteile

email inbound capabilities are great (maybe unique!)
Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Nachteile

Reporting is difficult to make work out of the box,
SLA functionality complete only if you pay extra functionality

Vorteile

OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices.

Nachteile

It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists

Vorteile

Open source avec possibilité de mep nous-même nos propres features. Pas simple mais une fois le fonctionnement général compris c'est fonctionnel

Nachteile

Il donne parfois l'impression d'être d'une autre époque. Son IHM est austère, les fonctionnalités sont minimalistes. Il est simple mais nettement suffissant pour le quotidien

Vorteile

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Nachteile

Can't handle multiple ticket at same time its slow down or Crashed.

Vorteile

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

Nachteile

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

Vorteile

Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive

Nachteile

I believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency

Vorteile

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

Nachteile

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

Vorteile

Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas

Nachteile

Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente

Vorteile

OTRS's ability to generate new processes and to change those that become obsolete within the system.

Nachteile

many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path

Vorteile

very easy to use and fast interface that helps to manage our business

Nachteile

i don't like that sometime it is a bit slow

Vorteile

OTRS offers different features that helps me go thoroughly and smoothly in my transactions with a minimum effort and maximum productivity. It is easy to navigate which is very helpful to me as a beginner. It organizes internal and external communication through clear structures. It literally solves my problem.

Nachteile

As a beginner, I haven't encounter any trouble using this software.

Vorteile

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

Nachteile

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Vorteile

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

Nachteile

May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.

Vorteile

Once you had it configured, the ticketing functionality worked well.

Nachteile

The user portal was not user friendly at all, it created a lot of desafection with the users.
The learning curve was too high for deployment and configuring any functionality or module.

Vorteile

I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.

Nachteile

The support is little to non-existent but that is expected with the free tier.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu OTRS

Vorteile

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Nachteile

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Vorteile

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

Nachteile

There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes

Vorteile

This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.

Nachteile

In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.

Vorteile

Great amount of features and easy way to configure almost everything

Nachteile

It takes time to set up and configure till running state

Vorteile

Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Nachteile

The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Vorteile

The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.

Nachteile

When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.

Vorteile

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Nachteile

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Vorteile

The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.

Nachteile

Sometimes I have to click a lot of categories to get somewhere or to fill something.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu OTRS

Vorteile

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Nachteile

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot