Last updated on
Company health
Ratings
OTRS description
OTRS is a flexible, customizable service management software. It helps businesses of all sizes streamline their customer service, IT, HR, and other departments through ticketing systems, automated workflows, and knowledge management. OTRS helps reduce response times, minimize errors, and optimize service delivery. It offers strong security features and integrates with existing systems like SAP and Salesforce. It's known for its user-friendliness and extensive reporting capabilities.
Who is OTRS best for
OTRS is a customizable service management software best for enterprise companies seeking streamlined operations across customer service, IT, HR, and other departments. Users appreciate its effective ticket management and customizability but note its outdated interface and reporting limitations. It offers various service packages with varying support hours and storage capacity.
-
Best fit for enterprise companies.
-
Suitable for businesses seeking streamlined customer service, IT, HR, and other department operations.
OTRS features
| Supported OTRS integrates with various software platforms like ERP, CRM, and other ticketing systems. |
| Supported OTRS offers extensive customization options, including workflow automation and external database integration, to improve sales and customer interactions. |
| Supported OTRS supports workflow automation with its process management and automation features. |
| Supported OTRS offers reporting and analytics tools for insights into project progress and team performance. |
| Supported OTRS offers a robust ticketing system with features for organizing, tracking, and managing customer issues. |
| Supported OTRS provides centralized knowledge management designed for customer service. |
| Supported OTRS prioritizes security and compliance with features like encryption, access controls, and GDPR compliance. |
OTRS reviews
We've summarised 35 OTRS reviews (OTRS G2 reviews) and summarised the main points below.
- Effective ticket management and categorization.
- Customizable workflows and environment variables.
- Easy to learn and use for basic functionalities.
- Open-source with a free version available.
- Integrates with email for ticket creation and updates.
- Outdated user interface, needing a revamp.
- Difficult report generation, limited to admin team.
- Occasional freezing and performance issues.
- Expensive vendor support and licensing costs.
OTRS pricing
The commentary is based on 4 reviews from OTRS G2 reviews.
OTRS offers a free, open-source version, appealing to budget-conscious users. However, some reviewers found the paid support expensive and the distinction between the free and paid versions confusing, leading some to seek alternative solutions.
See the OTRS pricing page.
SILVER
10 Concurrent Agent Sessions, 9:00 AM - 5:00 PM Weekday Support, Certified data centers, Storage: 50 GB, Recovery time 8 hours
GOLD
50 Concurrent Agent Sessions, 8:00 AM - 8:00 PM Weekday Support, Certified data centers, Storage: 400 GB, Recovery time 8 hours
TITANIUM
100 Concurrent Agent Sessions, 24/7/365 Support, Certified data centers, Storage: 1000 GB, Recovery time 8 hours
PLATINUM
200 Concurrent Agent Sessions, 24/7/365 Support, Certified data centers, Storage: 2000 GB, Recovery time 8 hours
OTRS alternatives
Jira Service ManagementBetter for IT teams needing strong integration with other Atlassian tools. More modern user interface. Steeper learning curve. Generally perceived as more expensive.Read more
VivantioBetter for mid-size and large businesses in various sectors, especially those with complex service management requirements. More customizable and integrates with a wider range of business applications. Has slightly more website traffic momentum.Read more
SolarWinds Service DeskBetter for asset management, procurement, and domain control. A more modern user interface and mobile application are also highlighted by users. More positively reviewed and considered easier to use with better customer service. A strong OTRS competitor for small to medium-sized businesses needing IT support.Read more
FreshserviceBetter for larger businesses. More modern UI. Has AI-powered features and broader industry applicability. Growing faster. Users highlight streamlined responses and automated workflows.Read more
Ivanti Neurons for ITSMBetter suited for ITSM in Healthcare, Finance, Education, Transportation, Legal, Government, Energy & Utilities, and Software/IT. Has a mobile app for incident and task management. Growing faster.Read more
OTRS FAQ
What is OTRS and what does OTRS do?
OTRS is a service management solution offering ticketing, workflow automation, and knowledge management. It helps businesses streamline customer service, IT, and HR processes, improving efficiency and optimizing service delivery. It features customizable workflows and integrations but has an outdated interface.
How does OTRS integrate with other tools?
OTRS integrates with various software platforms, including ERP, CRM, and other ticketing systems. This enhances its flexibility for sales, customer service, and other departments needing streamlined workflows and improved customer interactions. It also integrates with email for ticket creation and updates.
What the main competitors of OTRS?
Top alternatives to OTRS include Jira Service Management, Freshservice, and Vivantio. These competitors offer similar features like ticketing systems, IT service management, and workflow automation. Other options to consider are SolarWinds Service Desk, Ivanti Neurons, and DevRev.
Is OTRS legit?
OTRS is a legitimate service management software known for its ticketing system and customizability. While some users find the interface outdated and report generation difficult, others praise its ease of use and open-source availability. Consider exploring reviews for a comprehensive understanding before deciding if OTRS is safe and suitable for your needs.
How much does OTRS cost?
OTRS pricing is custom and depends on the chosen plan. Contact OTRS for a quote tailored to your specific needs. They offer several tiered plans with varying features like concurrent agent sessions and support hours. Is OTRS worth it? It depends on your business requirements and budget.
Is OTRS customer service good?
OTRS receives positive feedback for its ticketing system, customization options, and ease of use for basic functions. However, some users mention the outdated interface, reporting difficulties, and the cost of vendor support.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.