OTRS
Last Updated
Overview
OTRS delivers a comprehensive, ticket-based solution for managing IT Service Management (ITSM), customer service, and compliance processes. The platform’s initial configuration complexity may require dedicated setup time; however, its security focus and powerful automation make it an ideal choice for complex enterprise service needs.
OTRS Specifications
- IT Service Management
- Business Process Management
- Ticketing System
- Configuration Management Database
OTRS Features
Business Process Management
OTRS uses a powerful BPM engine to standardize and automate complex service and compliance workflows. This feature ensures that all required steps, approvals, and actions are executed consistently across departments, eliminating human error and creating a consistent, auditable trail for governance and reporting.
IT Service Management (ITSM) And Ticketing
The platform provides comprehensive ITSM capabilities aligned with ITIL best practices. It centralizes incident management, problem management, and service request fulfillment into a unified ticketing system, ensuring quick resolution times and optimal service desk performance across the enterprise.
Information Security Management Systems (ISMS)
OTRS incorporates tools to support ISMS frameworks like ISO 27001, allowing organizations to manage security risks and incidents effectively. It facilitates the logging, classification, tracking, and reporting of security events and vulnerabilities, ensuring prompt attention and regulatory compliance.
Configuration Management Database (CMDB)
OTRS features a robust CMDB to track all organizational assets and their relationships. This functionality is essential for managing IT inventory, understanding the impact of service interruptions, and linking physical or virtual assets directly to incidents, changes, and compliance tickets.
Pros And Cons of OTRS
Pros
Accelerated ticket processing
Powerful set of core service features
Optimized customer interaction management
Cons
Lack of customization features
Delays in handling multiple tickets at the same time
OTRS Reviews
Total 20 reviews
4.2
All reviews are from verified customers
Rating Distribution
5
Stars45%
4
Stars35%
3
Stars15%
2
Stars5%
1
Stars0%
Share your experience
Not Specified, N/A employees
Less than 6 months
“Organized ticketing that delivers”
Pros
From the moment we adopted it the biggest highlight has been that it goes far beyond a shared inbox. It works as a full help desk and ticketing platform, where every request comes in organized, prioritized and managed through clear statuses, assignments and follow-ups. Whenever a new request arrives, it automatically turns into a ticket with its own unique ID which is probably the most valuable feature for making sure nothing gets missed or duplicated. That alone keeps everything from being forgotten and makes workflow tracking much more precise. For our team, that has been a huge relief, better productivity and far less repetitive busywork. The pricing feels fair for the quality and value it provides and it also gives us confidence in the security of the stored information, backed by a customer support team that responds efficiently.
Cons
It does take time since this is not the kind of system you can simply switch on and start using right away. There is a fairly steep learning curve especially when it comes to understanding how the workflows function and setting everything up properly. Still, it is the kind of challenge that ends up being worthwhile once you begin to master all of its features.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
9
Functionality
8
Information Technology and Services, N/A employees
Less than a year
“Helpful resources but too many options”
Pros
It comes in both a community edition and a pro version and there's plenty of information available online to help you understand how to use it.
Cons
Using it isn't very simple and it may offer too many options for a small company.
Rating Distribution
Ease of use
6
Value for money
5
Customer Support
6
Functionality
6
Education Management, N/A employees
More than a year
“perfect cloud ticketing value”
Pros
Compared with other support platforms we've used, this has been a better-than-average fit for our service team. It serves as both our main ticketing system and our internal service tool. We originally started on the community edition and the quality was excellent for the cost. After moving to the cloud version recently the experience has been even more impressive. It includes all the standard ticketing features we need and the licensing is reasonably priced with everything included.
Cons
At the beginning the interface takes some time to get comfortable with. Our initial training period ended up being longer than we expected. Once people become familiar with the system though, it feels natural to work in, it just requires a bit more ramp-up on day one.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
9
Frequently Asked Questions
Does OTRS have a mobile app?
Yes, OTRS offers a native mobile app.
What types of pricing plans does OTRS offer?
OTRS pricing follows a custom-quote subscription model, with estimations putting the range between $25 to $100/agent/month. Request a custom OTRS price quotation to get a personalized estimate.
What language does OTRS support?
OTRS supports multiple languages, often including English, German, and Hungarian.
Does OTRS offer an API?
Yes, OTRS provides API access to facilitate integration with other enterprise systems.
What level of support does OTRS offer?
OTRS provides support via a contact form and help center.
What other apps does OTRS integrate with?
OTRS integrates with enterprise tools like Microsoft Active Directory, Salesforce, Microsoft Word, and SAP via its API and standard protocols.
Who are the typical users of OTRS?
Typical users include industries like IT, manufacturing, aviation, real estate, education, and others.