OTRS Erfahrungen

OTRS als Help Desk Lösung

Vorteile:

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Nachteile:

Das Tool hat sehr wenige Features und eine alte GUI

Gut, aber eingeschränkt in der Managed Version

Vorteile:

Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran.

Nachteile:

Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt.

Its a great and efficient tool for someone in the service desk

Kommentare: We use it as our primary ticketing tool

Vorteile:

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Nachteile:

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Very customizeable, professional service management software

Kommentare: Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.

Vorteile:

I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Nachteile:

There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

Good, but the community version was discontinued

Kommentare: My experience was good, but since there is no community version anymore I'm moving to another one.

Vorteile:

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Nachteile:

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Overall , i found OTRS to be the easiest Ticketing system to use thus far

Kommentare: OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.

Vorteile:

As both a user and an administrator of the software i found the following in my last year of using the software : Ease of use Flexibility Easy customization Open Source Powerful Tools

Nachteile:

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future : Convoluted Process management SLA administration cumbersome to use and config Lacking a few features out of the box

Best IT ticket handling

Vorteile:

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

Nachteile:

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

Kommentare: The way we can centralize everything on it is real a benefit.

Vorteile:

The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.

Nachteile:

When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.

Flexible and powerful helpdesk and service desk solution

Kommentare: My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.

Vorteile:

1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander

Nachteile:

1. Outdated design 2. No mobile app 3. Relatively complex integration through web services

OTRS - Recommended Open source Ticketing System available in market

Kommentare: - Internal operational efficiencies
- Improved business process agility
- Improved business process outcomes
- Improved customer relations/service

Vorteile:

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

Nachteile:

- Need to create more UI themes , even though current are sufficient considering its free.

OTRS - Makes life easy

Kommentare: We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.

Vorteile:

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are. - You can customize your own process and according to you Ex – standard time to meet the SLA - The support team is available 24/7 for help and with every new update.

Nachteile:

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

There are better Systems

Kommentare: We changed to Aagon ACMP and are pretty happy with it.

Vorteile:

It is pretty cheap and does what is intended for.

Nachteile:

not very flexible. many aspects are missing.

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

Kommentare: Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Vorteile:

Adaptability to agents organization and processes. ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Nachteile:

Ticket to C.I. links can be better clarified and improved (impact of the relationship) C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

OTRS is a Ticket to Success

Kommentare: OTRS helped our business to track the effectiveness of the customer support operation and helps in finding the areas of development.

Vorteile:

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

Nachteile:

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!

Vorteile:

Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.

Nachteile:

There are two things: 1. Change management process is a little bit hard to implement; 2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.

Great to tailor to a good ITSM tool, after a first learning curve one can be efficient

Kommentare: Solid Incident management process rolled out

Vorteile:

email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Nachteile:

Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality

Very useful product

Vorteile:

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

Nachteile:

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement.

OTRS helps our business to organise our customer contacts in a structured way!

Vorteile:

OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices.

Nachteile:

It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists

Decent Ticket Tracking Tool

Vorteile:

The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.

Nachteile:

The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets.

Great App that can be used in any Sector

Kommentare: Customer responses are managed on time

Vorteile:

We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured

Nachteile:

The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons

Awesome Ticketing Tool

Vorteile:

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

Nachteile:

It slows down sometimes, but a reboot always works

Great Tool to work with . Its easy and fast

Kommentare: We use this as our Primary Ticketing Tool.

Vorteile:

We use it on a regular basis and it helps us monitor tickets and work on them. It's absolutely essential for an ITIL based service desk

Nachteile:

The GUI could be better. but that's nothing I'm complaining about. I like the speed at which we can change screens

customization makes easy issue tracking

Vorteile:

can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation

Nachteile:

sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket.

It is a great software very useful in the IT department of an organization

Kommentare: Ease to handle the eventualities with the stations of work and telecommunications of the organization

Vorteile:

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

Nachteile:

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

Excellent Ticketing System

Kommentare: Overall, I had a really great experience with this program and would definitely recommend this program.

Vorteile:

I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.

Nachteile:

The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly.