RW

Rahul W

February 9, 2024 Source: G2.com

OTRS: Best Ticketing System Tool

What do you like best about OTRS?

OTRS provides a categorization feature for ticket management, which is one of the best features for a company with a huge number of teams. Also because of its clean UI, it's easy to use.

What do you dislike about OTRS?

Nothing as of now. My experience with OTRS has been smooth till now.

What problems is OTRS solving and how is that benefiting you?

We have different products that are being used by end-users, as a developing product number of errors raised by end-users is significant. So to handle this number of errors we are using OTRS as a ticketing tool.

VS

Verified User in Information Technology and Services

January 23, 2022 Source: G2.com

OTRS Review

What do you like best about OTRS?

The simplicity of the product in terms of usage. It's good for multitenancy.

What do you dislike about OTRS?

The complexity in the basic configuration. Configuration is not user-friendly.

Recommendations to others considering OTRS?

Pls, continue the community edition.

What problems is OTRS solving and how is that benefiting you?

We have solved our helpdesk issues and ticketing issues with this product. There is no much benefit we have gained financially.

DM

Diego M

January 5, 2022 Source: G2.com

Effortless support and incident management from a simple, lean and straightforward system.

What do you like best about OTRS?

Creating service requests on users' end is effortless through the use of a mailbox and SMTP integration. Updates to service requests/tickets can be made via email as well, or through the sleek and modern panel that OTRS provides you.

What do you dislike about OTRS?

Recommendations to others considering OTRS?

OTRS offers you fairly granular set of modifiable environment variables. You can configure custom queues, auto-responses, customer groups, ticket states and much more. You can also start on their free edition and simply pay for support if you so desire.

What problems is OTRS solving and how is that benefiting you?

There's not much I can say I dislike in OTRS. Major release updates are a bit of a chore to perform.

VC

Verified User in Management Consulting

August 18, 2021 Source: G2.com

One of the Best Ticketing Tool in the IT World

What do you like best about OTRS?

Simplycity in terms of managing the tickets and more easy to update the tickets.

What do you dislike about OTRS?

adding a member on the same tickets, sometimes create an issue. In case if your browser crashed, your whole content on the update will not be cached. So be careful...

Recommendations to others considering OTRS?

Nothing specifically.

What problems is OTRS solving and how is that benefiting you?

On daily basis, tickets update on following cases or issue comes from Customer. This actually track the details and even if someone new took that case, he/she can read the entire history to understand the fact.

RL

Rommel L

June 16, 2021 Source: G2.com

OTRS is very very useful in our organization Ticketing system that you need for customize setup

What do you like best about OTRS?

Here are the quality we like when we use the OTRS as our ticketing system from the previous old ticketing system

What do you dislike about OTRS?

- Greate infographics of tickets

Recommendations to others considering OTRS?

- Greate way to program and customized for our setup that has different types and can do more even after the deployment. This is like a puzzle that you can build endlessly.

What problems is OTRS solving and how is that benefiting you?

- Greate support from the Ventors for any changes/upgrade that we like from our current setup.

RD

Rohit D

June 25, 2020 Source: G2.com

Super Quick ITSM Tool

What do you like best about OTRS?

I like the way OTRS loads on any browser. It is very light and navigating from one module to another over the browser is smooth and there are no hiccups. The other features like email notifications and the pending reminder is a great way to keep track of a ticket and make sure that the task it completed

What do you dislike about OTRS?

There is nothing to dislike about OTRS honestly speaking

What problems is OTRS solving and how is that benefiting you?

Working on IT Incidents and change requests are easier now. Each topic can be processed as per the workflow designed in OTRS.

GR

Ganesh R

June 14, 2020 Source: G2.com

Modern yet light ticketing tool

What do you like best about OTRS?

We use OTRS on a daily basis to track tickets. The IT Service Desk uses OTRS for internal IT tickets and we use it to track requests and feedback from clients. OTRS is a great way to initiate and manage change requests.

What do you dislike about OTRS?

I can not seem to find any reason to dislike OTRS

What problems is OTRS solving and how is that benefiting you?

Being an open source solution, it gives us a lot of flexibility to customize the interface and workflows as per our requirement.

RK

Raju K

June 5, 2020 Source: G2.com

Great Ticketing Tool

What do you like best about OTRS?

OTRS is one of the best Open Source Ticketing Tools that I have used. There are different Modules to choose from and it is very easy to customize. The incident tracking and change management features are great and pretty much unique when it comes to OTRS.

What do you dislike about OTRS?

I don't believe there is anything to dislike about OTRS

What problems is OTRS solving and how is that benefiting you?

We are able to address incident and track them to closure hence ensuring all our targets are met and the stake holders are happy.

MK

Muni K

June 2, 2020 Source: G2.com

OTRS we are able to implement ITIL concepts at a Helpdesk level and at the same time save on cost Simple and Minimalist Ticketing Tool

What do you like best about OTRS?

OTRS as we already know is an Open source ticketing tool and it is very light that it can be accessed from a browser and do not need a client to be installed. I like the pending reminder and the Auto-Close feature, which helps me manage all the incidents or tickets that are assigned to me very efficiently

What do you dislike about OTRS?

The problem management module could be a little better, the workflow modification does require vast knowledge in coding

What problems is OTRS solving and how is that benefiting you?

With

SM

Sanjeeb M

June 1, 2020 Source: G2.com

CMDB feature helps us tag assets like Desktop Computer and Laptops and update the Asset log Customisable and Professional Ticketing Tool

What do you like best about OTRS?

OTRS makes my life easy by giving a holistic view of active tickets and also of previous tickets. OTRS also follows ITIL principles for Incident management and change management. We can also link tickets with either a FAQ or an SOP for future reference.

What do you dislike about OTRS?

I am still yet to find something that I do not like about OTRS

What problems is OTRS solving and how is that benefiting you?

The

OTRS Reviews

User Rating

Rating Distribution

Do You Use OTRS?

Rahul W

Verified User in Information Technology and Services

Diego M

Verified User in Management Consulting

Rommel L

Rohit D

Ganesh R

Raju K

Muni K

Sanjeeb M

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