OTRS Reviews & Product Details

The OTRS platform is quite helpful in managing tickets according to the priority and assigning to respective teams as wells as on time alerts on your customised mail. Review collected by and hosted on G2.com.

I have been using it from a long time but faced th refresh issue, you need to click on refresh sometimes to fetch latest data. Review collected by and hosted on G2.com.

It provides all the features required to provide support to your customers and customers can also Review collected by and hosted on G2.com.

It is quite well designed to handle support tickets didn't face any issue while working on it. Review collected by and hosted on G2.com.

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.

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. Review collected by and hosted on G2.com.

There's not much I can say I dislike in OTRS. Major release updates are a bit of a chore to perform. Review collected by and hosted on G2.com.

Not too many functions, so quite easy to set up and use Review collected by and hosted on G2.com.

Not enough functions to run a professional customer care operation Review collected by and hosted on G2.com.

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

- Greate infographics of tickets

- 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.

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

- Easy to use for a newbie to experts IT

- Greate reporting capability that will ease the burden in pulling out tons of logs ticket.

- Transferring from one another users or department is very easy and can do notes. Review collected by and hosted on G2.com.

Actually, there is nothing that we don`t like about OTRS as I said above it can be customized base on our needs. Review collected by and hosted on G2.com.

The simplicity of the product in terms of usage. It's good for multitenancy. Review collected by and hosted on G2.com.

The complexity in the basic configuration. Configuration is not user-friendly. Review collected by and hosted on G2.com.

Simplycity in terms of managing the tickets and more easy to update the tickets. Review collected by and hosted on G2.com.

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... Review collected by and hosted on G2.com.

OTRS was free, and installable on both Linux and Windows platforms. Its mail-based design made it quite unique in terms of design and speed. It was easy to install, and the set up was feasible with a few days of consulting from multiple service providers.

I have been using the tool between 2012 and 2019 on a regular basis, and never experimented a failure, both on premises and on the web (say cloud if you like). Review collected by and hosted on G2.com.

The confusion between the product name and a company name sort of "forced" some customers of mine to buy unnecessary & expensive contracts to that company. Instead of trying to expand the product through a comunity of support organizations, OTRS chose to close it more by separating the free version and the paid version. I am not recommending it anymore to my customers, best solutions have taken over. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

There is nothing to dislike about OTRS honestly speaking Review collected by and hosted on G2.com.

OTRS is one of the best if not the only Open Source Ticketing Tool that is available. The accessibility Option are plenty and we can even use it on a Mobile Device. The pending reminder feature is unique and it helps us make sure that we are on top of topics to be addressed. Review collected by and hosted on G2.com.

The support cost is a little on the expensive side, but that is not a big deal Review collected by and hosted on G2.com.