OTRS

About OTRS

OTRS is a comprehensive service management software that helps businesses improve their customer service quality in an efficient manner. With this software, users can quickly channelise and prioritise the received requests from individual customers and get those fulfilled within time. The software also lets customers get a clear overview of how long it will take for companies to resolve their problems by checking on ticket wise statuses. OTRS lets companies’ employees and teams balance their workload and deliver high-quality service on time. It comes with customised templates that can be used to deliver accurate answers in real-time. In addition, the software can also be used to improve self-service support by adding complete and up-to-date FAQs as well as chat functions within integrated video guides. Automated reports generated by the software helps businesses to get a clear overview of monitoring the request processing time and enhance their service quality levels accordingly. Moreover, OTRS also helps to reduce service delivery errors by making sure that the agents have included all the important information within the solution email.

Screenshots & Videos

Pricing

Free Trial Not Available
Offers Custom plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

95%
Reviews

77%
Momentum

61%
Popularity

77%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)
Desktop App (Windows)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

OTRS Awards

# 16 Highly Rated Help Desk Software
Q1 2022

OTRS Features

Show Feature Explanation

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Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

95%

Unique Features

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

IT Asset Management

Helps to automate the full IT lifecycle of software and hardware assets on a single platform

Document Storage

Helps in storing the documents electronically and in a systematic way

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

OTRS Pricing

Free Trial

Not available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

Silver Custom

Features

10 Concurrent Agents
9:00 AM - 5:00 PM Weekday Support
Certified data centers
Storage: 50 GB
Recovery time 8 hours

Gold Custom

Features

50 Concurrent Agents
8:00 AM - 8:00 PM Weekday Support
Certified data centers
Storage: 400 GB
Recovery time 8 hours

Titanium Custom

Features

100 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 1000 GB
Recovery time 8 hours

Platinum Custom

Features

200 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 2000 GB
Recovery time 8 hours

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 07/06/2024 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about OTRS Pricing