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

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.

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).