About OTRS
OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard.
OTRS allows enterprises to execute bulk actions such as updating support tickets in real-time, communicating with clients via email or SMS messages, and ensuring secure transmission of data using a secure socket layer (SSL) protocol. Managers can view assigned tasks or appointments on a calendar, monitor key performance indicators (KPIs), and track the status of service tickets. Supervisors can also export business metrics in PDF, PNG, SVG, CSV, and Microsoft Excel format, add notes to internal communications, and set up automated notifications for recipients.
OTRS enables organizations to split, merge, or archive support tickets, send personalized surveys to customers, and visualize data in the form of bar or line charts. Staff members can utilize the search functionality to browse knowledge base entries, appointments, and tickets using custom filters. The software also facilitates integration with various third-party applications.
Images
Not sure about OTRS?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Salesforce Sales Cloud
Issuetrak
SysAid
Wrike
Reviews
Already have OTRS?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Application and Great Features
Reviewed on 10/07/2018
Customer Satisfaction increased by 80%
Customer Satisfaction increased by 80%
Pros
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%
Cons
I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application
Response from OTRS
Wow! That's wonderful to hear, Soma. Thanks so much for letting us know and for taking time to send in a review.
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Just the best Ticketing Software that I've used
Reviewed on 12/07/2018
ease of addressing tickets and change requests
ease of addressing tickets and change requests
Pros
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
Cons
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.
Response from OTRS
Thanks for taking time to share your review, Tiju. We're glad for the feedback!
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 6.0 /10
Decent Ticket Tracking Tool
Reviewed on 06/09/2018
Pros
The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.
Cons
The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets.
Response from OTRS
Thank you for taking time to share your thoughts.
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Product and great Features
Reviewed on 25/06/2018
Efficiency
Efficiency
Pros
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
Cons
It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.
Response from OTRS
Thanks so much for your comments, Jackson. We appreciate you taking the time to write in.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Ticketing Tool
Reviewed on 11/10/2018
Pros
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.
Cons
This is an open source tool, so you get what you pay for. I did not find any other negative points.
Response from OTRS
Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS.
OTRS FAQs
Below are some frequently asked questions for OTRS.Q. What type of pricing plans does OTRS offer?
OTRS offers the following pricing plans:
- Pricing model: Subscription
- Free Trial: Not Available
Q. Who are the typical users of OTRS?
OTRS has the following typical customers:
11–50, 51–200, 201–500, 501–1,000
Q. What languages does OTRS support?
OTRS supports the following languages:
Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese
Q. Does OTRS support mobile devices?
OTRS supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does OTRS integrate with?
OTRS integrates with the following applications:
Bugzilla, Jira, ServiceNow, baramundi Management Suite
Q. What level of support does OTRS offer?
OTRS offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for OTRS.
