OTRS Reviews

Pros

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.

Cons

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.

Pros

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.

Cons

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.

Pros

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.

Cons

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

Pros

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.

Cons

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.

Pros

By offering a more effective and responsive service, OTRS can assist businesses in increasing customer satisfaction. Employees and clients can receive helpdesk services from OTRS, including question and issue resolution.

Cons

Commercial support for OTRS can be pricey, particularly for small businesses. On big systems, OTRS can be sluggish and unresponsive.

Pros

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

Cons

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

Pros

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.

Cons

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

Pros

The software has firm security system that has automated model for preventing cyber attacks. It has saved the company from regular attack incidents with efficient security responses.

Cons

The cost is efficient and simple to work with under risk environments.

Pros

OTRS is customizable ticketing system, automation features and robust reporting tools that streamline customers service operation.

Cons

OTRS challenging due to its complex configuration, outdated interface design and limited community

Pros

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

Cons

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

Pros

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

Cons

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

Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).

Pros

Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard.

Cons

The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface.

Pros

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

Cons

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.

Pros

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.

Cons

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

Pros

- Deeply Integrate & implements ITIL process
- Reports on SLA / Open vs closed and any other business requirement can be easily configured
- Tickets : Easy to create & Track, Group similar issue tickets
- Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

Cons

- Need to create more UI themes , even though current are sufficient considering its free.

Pros

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.

Cons

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.

Pros

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

Cons

Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Pros

Low cost , usability and integration with multiple app is possible. Very user friendly.
Definitely will have great cost saving post implementation.

Cons

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

Pros

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

Cons

I don't believe there are anything negative about OTRS. The display interface could be a little better

Pros

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

Cons

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

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

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.

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.

Pros

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

Cons

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.

Pros

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

Cons

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