OTRS Erfahrungen

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Das Tool hat sehr wenige Features und eine alte GUI

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

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.

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.

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

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.

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

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.

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

And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger.

Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

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.

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.

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

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.

Service management monitoring goes very well with this application. Encryption and access control, along with highly supportive customer service adds a plus point to this solution.

It needs technical skills to use it on large scale.

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.

Highly robust, runs on All popular platforms like windows server, Linux etc
Light to client performs really well over LAN and WAN
Excellent value for money compared to other products in its category

Requires some Training in order to tweak any of the under the hood features
Generating reports is a little weak compared to leading industry products

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

There are two things:
1. Change management process is a little bit hard to implement;
2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.

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.

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.

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.

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

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.

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

Great amount of features and easy way to configure almost everything

It takes time to set up and configure till running state

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

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.