Is very flexible, adaptive to almost every kind of organization.

Quite complex the administration, especially when is necessary to change the standard settings.

I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell.

This is an open source tool, so you get what you pay for. I did not find any other negative points. by OTRS on 16/10/2018 Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS.

My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

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.

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. by OTRS on 17/12/2018 Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.

- 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.

- 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. by OTRS on 12/03/2019 Thanks so much for sharing your thoughts. We appreciate it.

My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.

1. Open-source

1. Outdated design

This product is really outstanding, we conducted a review of multiple service management tools and this came out on top. This gives us much more than call logging, there is the ability to set up full SLA criteria based on details logged by the users. When customers log calls depending on the information they provide means that the case they log can be sent to a specific queue for a specific team. Ability to see full detail about customer logging call: asset information, contact information and previous calls.

Integration with outlook hasn't been the easiest. by OTRS on 16/07/2019 Thank you for taking time to share your thoughts about OTRS. They are appreciated.

Problem Management tickets were easy to track

Easy to configure and Easy to implement. One of the best applications to track incidents and change requests

I have never had a negative experience while using OTRS by OTRS on 03/08/2018 Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!

We use it as our primary ticketing tool

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now. by OTRS on 05/07/2018 Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

Helps to control helpdesk and service functions across our organisation

Highly robust, runs on All popular platforms like windows server, Linux etc

Requires some Training in order to tweak any of the under the hood features

OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Low cost , usability and integration with multiple app is possible. Very user friendly.

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Efficient tracking of requests in the form of tickets

After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

I don't believe there are anything negative about OTRS. The display interface could be a little better by OTRS on 17/07/2018 Glad to hear that it's helped meet SLAs. Thanks for taking time to review OTRS.

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement. by OTRS on 21/05/2019 Thank you for your comments and feedback. Much appreciate it.

This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this.

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

It slows down sometimes, but a reboot always works by OTRS on 09/10/2018 Thanks for taking time to review, Pam. Glad to hear it's going well for you.

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

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. by OTRS on 16/06/2018 Hi Joshua, Thanks for taking time to review OTRS. We appreciate the feedback. To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging. Thanks again for taking time to write in!

Stable incident management software with all features needed, excellent value for money.

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.

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers. by OTRS on 08/07/2018 Thank you for taking time to review. We appreciate your feedback.

Basic software for small organization without advanced features of ITIL.

I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.

It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application. by OTRS on 01/06/2018 Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs, I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management. Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo. But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

I've been using this tool for about 1 month now and I feel this is a great application to track tickets. The pending reminder feature is great and it lets us know when to follow up next

Its a little slow when you compare it with other Web based app, but other than that I love using the application by OTRS on 09/10/2018 Glad it's going well for you so far, Jimmy. Thanks for taking time to share your thoughts.

Customer Satisfaction increased by 80%

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application by OTRS on 16/07/2018 Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.

We use this as our Primary Ticketing Tool.

We use it on a regular basis and it helps us monitor tickets and work on them. It's absolutely essential for an ITIL based service desk

The GUI could be better. but that's nothing I'm complaining about. I like the speed at which we can change screens by OTRS on 05/07/2018 Thanks for taking the time to write a review. We appreciate the feedback!

You can organize tickets in categories and assign them to users automatically. Lots of configuration options.

Difficult to install and configure, getting started requires you several time. Not so intuitive for the administrator. by OTRS on 13/10/2017 Dear/Ciao Gianni,thank you very much for your review. We're happy that you liked the many configuration options, automatization and queue structures to organize tickets in the most efficient way. The new OTRS 6 comes with a brand new admin interface, which improves the handling for administrators. We're also happy to offer different professional solutions and OTRS Trainings to save time when installing and configuring the system. Best regards/Cordiali saluti

Ease to handle the eventualities with the stations of work and telecommunications of the organization

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows. by OTRS on 12/04/2018 Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.

It's a great way to express what an application does from a User/Administrator point of view.

It's easy to use, doesn't have a lot of field like the other ticketing apps, so makes a users life easier.

Features, lacks a lot of features, for example, if you have a Major incident, then you can link the child tickets to it but they aren't auto-closed, which you need to do manually, which becomes a tedious task. by OTRS on 03/07/2018 Thanks for the feedback, Maxim. We appreciate it.

Velocidade e eficiência

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know by OTRS on 17/07/2018 Thanks so much for the review, Bas. We appreciate the feedback and are glad that OTRS is working well for your team!

Customer responses are managed on time

We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured

The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons by OTRS on 17/07/2018 Thanks for the review, Sujoy. Glad to hear it's helping to manage SLAs.

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

I did not find any cons regarding OTRS. by OTRS on 16/08/2018 Thanks for the feedback, Michael. We appreciate you taking the time.

can be configured as required and the escalation and tracking is easier

sometimes it is slow when uploading attachments and duplicated when replied with email by OTRS on 14/08/2019 Thank you for taking time to share your thoughts. It's appreciated.

can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation

sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket. by OTRS on 03/06/2019 Thanks for taking time to share your thoughts, and we're glad to hear that OTRS has been useful to you. I'll also share your comments with the rest of the team. Much appreciated.

The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.

The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets. by OTRS on 07/09/2018 Thank you for taking time to share your thoughts.

OTRS is a great Open Source ticketing tool. I am really glad it's designed that way, I do not have to pay extra for options that I do not want. The Service Desk team is able to track each ticket and provide appropriate solutions which are documented in each ticket

No Cons at all. Once again, since it is an open source product, we get what we pay for.

The best open source best practice's software, using: help desk, ITSM, FAQ, and Process Management. by OTRS on 03/06/2016 Thank you for choosing OTRS!

Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

Reports are not deeply developed and this module can be improved. Some Reports standard are already developed and ready for use by OTRS on 25/06/2018 Hi Gianluca. Thanks for taking time to share your thoughts on OTRS. We appreciate the feedback.

Solid Incident management process rolled out

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

Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality by OTRS on 11/07/2018 Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

Change Management and incidents are easy to manage with this tool

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system by OTRS on 17/07/2018 Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

Cheap effective solution for handling incoming client requests.

Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems. by OTRS on 16/07/2018 Thank you for sharing your thoughts. We appreciate the review.

You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support.

The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help. by OTRS on 06/04/2018 Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.

The way we can centralize everything on it is real a benefit.

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.

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. by OTRS on 29/03/2018 Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails. It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/Thanks again for taking the time to share your thoughts.

Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.

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.

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. by OTRS on 27/06/2018 Thank you for reviewing OTRS. We appreciate your thoughts and comments.

Our customer service improved because we no longer lost track of calls,follow ups, etc.

Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too.

Love it, it's the Community edition and has worked for years.

OTRS is very simple and gets right to the point when supporting users via email.

It's not that flashy and there could be a little more functionality in the general mechanics, i.e. when you close a ticket, it should go back to the main screen, etc. by OTRS on 22/01/2020 Glad to hear it's working well for you. Thanks for sharing.

Overall, I had a really great experience with this program and would definitely recommend this program.

I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.

The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly. by OTRS on 17/07/2019 Thank you for taking time to share your thoughts.

My experience was good, but since there is no community version anymore I'm moving to another one.

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

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players. by OTRS on 16/07/2019 Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.

user friendly and easy to use. enables escalation , owner updating and making notes to follow up.

users are copied with emails the replied mails create duplicate records in otrs by OTRS on 07/06/2019 We appreciate you taking time to share your thoughts. Thank you.

- Internal operational efficiencies

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured

- Need to create more UI themes , even though current are sufficient considering its free. by OTRS on 12/12/2018 Thank you for taking time to review. We appreciate the feedback.

Our IT department utilizes OTRS as a platform to organizing incoming support tickets and managing the needs of over 60 properties. The user friendly layout makes it very efficient.

There are minor clitches, such as when it freezes and or switching from one ticket to the next you have to completely start from the beginning for each situation. by OTRS on 24/08/2018 Thank you for your feedback.

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.

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done. by OTRS on 16/08/2018 Thanks for taking time to review OTRS. We appreciate your thoughts.

We are currently testing this product at Symphony Teleca for an internal project and so far so good. The ease of tracking tickets and problem tickets is comparable to the big players like Remedy and Service now. I like the way report generation is easy.

I can't say since I'm currently testing it, but I can tell you that the tool is powerful but needs custom changes

ease of addressing tickets and change requests

My team and I use OTRS to work on tickets let it be Incident or Change Request. This is a feature rich tool that is opensource

I could not find any cons in the 2 years that I've been using this software. It doesn't have any addins or plugins that could slow it down. by OTRS on 17/07/2018 Thanks for taking time to share your review, Tiju. We're glad for the feedback!

IT Asset Management got easy for us. Thank you for coming up with this application

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.

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years by OTRS on 08/07/2018 We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

Cost effective Ticketing Software .

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

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot by OTRS on 09/07/2018 Thank you for your review. We appreciate the feedback.

Being in the IT Service Desk it helps me track all my Tickets

We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS

As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface. by OTRS on 05/07/2018 Thanks for your review, Mukhtiyar. Your thoughts are appreciated.

All our tickets are tracked and its one of the best tools that i've used

We use this as our ticketing tool and I find it very easy to use and the best part is that it is Open Source. The support is also great, it is easy to make changes.

The GUI could be a little fancy, but over all I'm satisfied with the product. There is not many cons by OTRS on 03/07/2018 Thanks, Debolina. We appreciate you taking time to share your thoughts.

Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.

There are two things:

Eficiência

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine. by OTRS on 27/06/2018 Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.

It helps us to administer our support tickets and create FAQ articles for them.

The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though. Managed hosting by OTRS is very expensive for teams with just a few members.

OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.

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

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

The main Pro point of the product is the control of time, sla and quality of care based on Itil v3.

The con point is the administration tools. We'd like that the configuration options would be more easy to control and more attractive. by OTRS on 24/06/2018 Thank you so much for taking time to review OTRS. We appreciate the feedback!

Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Adaptability to agents organization and processes.

Ticket to C.I. links can be better clarified and improved (impact of the relationship)

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

It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists by OTRS on 16/06/2018 Thanks for taking time to review OTRS, Tom. We appreciate the feedback.

Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

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.

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. by OTRS on 22/03/2018 Thanks for taking time to share your experience, Omar.

I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS. I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

the ability to track a tickets journey from start to resolution

some of the terminoligy in the system configuration isn't very user friendly by OTRS on 14/03/2017 Dear Sarah,thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: [email protected] Best regards,

I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the