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Über OTRS

Cloud oder on-premise Helpdesk-Lösung, die Support und Service Departments dabei unterstützt, schnellen und effizienten Service bereitzustellen.

Erfahre mehr über OTRS

Vorteile:

Very easy to use and fast interface that helps to manage our business.

Nachteile:

This is an open source tool, so you get what you pay for.

Bewertungen zu OTRS

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,2
Kundenservice
4,2
Funktionen
4,4
Preis-Leistungs-Verhältnis
4,5

Weiterempfehlungsquote

8,5/ 10

OTRS hat eine Gesamtbewertung von 4,4 von 5 Sternen basierend auf 95 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (95)

Doreen
Systemadministrator in Deutschland
Computer- & Netzwerksicherheit, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

intelligent und serviceorientiert

5,0 vor 4 Monaten

Kommentare: Sehr gutes Service Tool für Support und Eskalationen.

Vorteile:

Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool.

Nachteile:

Wenig modular um selbst Workflows zu definieren.

Antwort von OTRS

vor 4 Monaten

Thanks for the review, Doreen. We're glad to hear it's working well for your support team and appreciate the input on the workflows.

Davide
IT Administrator in Deutschland
Informationstechnologie & -dienste, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

OTRS als Help Desk Lösung

3,0 letztes Jahr

Vorteile:

Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Nachteile:

Das Tool hat sehr wenige Features und eine alte GUI

Antwort von OTRS

letztes Jahr

Thanks for the input, Davide. We're glad to hear that the ticketing aspects are working well for you. OTRS has a fairly significant set of features, from process automation to KBA to CMDB. Here is additional information for you that outlines these: https://otrs.com/otrs-software-solutions/otrs/features/ Perhaps this will help you track down some of the missing functionality that's needed. And, assuming you are using OTRS vs ((OTRS)) Community Edition, I would encourage you to reach out either to the support team or to your BRM contact for assistance in getting OTRS configured according to your needs. Thanks again for the input! Much appreciate your time.

Jens
Aftersales Manager in Italien
Schiffbau, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Gut, aber eingeschränkt in der Managed Version

4,0 vor 2 Jahren

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.

Antwort von OTRS

vor 2 Jahren

Thanks for the input, Jens. We'll pass it along.

Martina
Martina
Photographer in Italien
Verifizierter Nutzer auf LinkedIn
Fotografie, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Good Experience

4,0 letztes Jahr

Vorteile:

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

Nachteile:

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

Antwort von OTRS

letztes Jahr

Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs.

Alan
Alan
Consulting Engineer in USA
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: GetApp

In Betracht gezogene Alternativen:

OTRS is great for small to midsize businesses

5,0 vor 4 Jahren

Kommentare: It's a great daily ticket email system.

Vorteile:

I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.

Nachteile:

The support is little to non-existent but that is expected with the free tier.

Antwort von OTRS

vor 3 Jahren

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Rene
IT System Engineer in Italien
Chemikalien, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

There are better Systems

3,0 letztes Jahr

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.

Antwort von OTRS

letztes Jahr

Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.

Mridun
Mridun
Student in Indien
Verifizierter Nutzer auf LinkedIn
E-Learning, Selbstständig
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Best experience

4,0 letztes Jahr

Kommentare: The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner

Vorteile:

OTRS's ability to generate new processes and to change those that become obsolete within the system.

Nachteile:

many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path

Antwort von OTRS

letztes Jahr

Thanks for sharing your thoughts.

Paola
Paola
manager in Italien
Verifizierter Nutzer auf LinkedIn
Kunst & Handwerk, 2–10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

great tool for our business

5,0 letztes Jahr

Vorteile:

very easy to use and fast interface that helps to manage our business

Nachteile:

i don't like that sometime it is a bit slow

Antwort von OTRS

letztes Jahr

Thanks for taking time to share your thoughts, Paola.

Andre
Andre
System Analyst in Brasilien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Keep track of all your support calls

5,0 vor 4 Jahren

Kommentare: The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Vorteile:

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Nachteile:

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Antwort von OTRS

vor 3 Jahren

Glad you're enjoying it. Thanks for taking time to write in.

Gustavo
Gustavo
Middleware Manager in El Salvador
Verifizierter Nutzer auf LinkedIn
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

OTRS a complex tool for the creation of Tickets.

3,0 vor 6 Jahren

Kommentare: My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Vorteile:

This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.

Nachteile:

In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.

Antwort von OTRS

vor 6 Jahren

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

Omar
Omar
Technical Coordinator in USA
Verifizierter Nutzer auf LinkedIn
Hochschulbildung
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Opensource framework with modern front-end and perl backend

5,0 vor 7 Jahren

Kommentare: Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Vorteile:

Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Nachteile:

The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Antwort von OTRS

vor 7 Jahren

Thanks for taking time to share your experience, Omar.

Annie
Annie
IT Service Desk in Indien
Verifizierter Nutzer auf LinkedIn
Luxusgüter & Schmuck
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Pretty decent, but it does have a few flaws

4,0 vor 7 Jahren

Kommentare: IT Asset Management got easy for us. Thank you for coming up with this application

Vorteile:

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Nachteile:

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Antwort von OTRS

vor 7 Jahren

We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

Lindson
Lindson
IT Analyst in Indien
Verifizierter Nutzer auf LinkedIn
Maschinerie
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

5,0 vor 7 Jahren

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.

Antwort von OTRS

vor 7 Jahren

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

santosh
Business Head in Indien
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

OTRS is a Ticket to Success

5,0 letztes Jahr

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.

Antwort von OTRS

letztes Jahr

Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.

Rajdeep
Teacher in Indien
Bildungsmanagement, 11–50 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Effective Office Management Software

4,0 letztes Jahr

Kommentare: I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.

Vorteile:

OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

Nachteile:

The only thing that I like least is that I found it a bit complicated.

Antwort von OTRS

letztes Jahr

Thanks for the review, Rajdeep.

Miguel
IT consultant in El Salvador
Informationstechnologie & -dienste, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

OTRS a very good tool

5,0 vor 3 Jahren

Kommentare: OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.

Vorteile:

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

Nachteile:

There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes

Antwort von OTRS

vor 3 Jahren

Thanks for taking time to share your thoughts.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Internet, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

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

5,0 vor 7 Jahren

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.

Antwort von OTRS

vor 7 Jahren

Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails. It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/ Thanks again for taking the time to share your thoughts.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Easy and Robust Software - Economical Ticketing Solution for any Organization

4,0 vor 7 Jahren

Kommentare: Cost effective Ticketing Software .

Vorteile:

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Nachteile:

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Antwort von OTRS

vor 7 Jahren

Thank you for your review. We appreciate the feedback.

Sander
Sander
Beleidsadviseur ICT in Niederlande
Regierungsbeziehungen, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Very flexible system - easier to use than to configure

5,0 vor 7 Jahren

Kommentare: It helps us to administer our support tickets and create FAQ articles for them.

Vorteile:

The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Nachteile:

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though. Managed hosting by OTRS is very expensive for teams with just a few members.

syed
tech engineer in Indien
Transport/Güterfrachtverkehr/Schienenverkehr, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

otrs review

5,0 vor 3 Jahren

Vorteile:

the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given

Nachteile:

there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed

Antwort von OTRS

vor 3 Jahren

We appreciate your input.

Samuel
System Analyst in Brasilien
Staatsverwaltung, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Good, but the community version was discontinued

3,0 vor 6 Jahren

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.

Antwort von OTRS

vor 6 Jahren

Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great Incident Management Software, with all the Features, great value for money

5,0 vor 7 Jahren

Kommentare: Stable incident management software with all features needed, excellent value for money.

Vorteile:

Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.

Nachteile:

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Antwort von OTRS

vor 7 Jahren

Thank you for taking time to review. We appreciate your feedback.

Sarah
Customer Support Manager in UK
Computer-Software, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Feedback and the Support Received

4,0 vor 8 Jahren

Kommentare: I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Vorteile:

the ability to track a tickets journey from start to resolution

Nachteile:

some of the terminoligy in the system configuration isn't very user friendly

Antwort von OTRS

vor 8 Jahren

Dear Sarah, thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: marketing@otrs.com Best regards, OTRS Marketing Team

joshua
IT Desktop Engineer in USA
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

customizable, flexible and inexpensive, ITIL

5,0 vor 7 Jahren

Vorteile:

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Nachteile:

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Antwort von OTRS

vor 7 Jahren

Hi Joshua, Thanks for taking time to review OTRS. We appreciate the feedback. To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging. Thanks again for taking time to write in!

Remco
IT Regional Infrastructure Manager in Indien
Verbraucherdienste, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great Service Desk ticketing Solution

5,0 vor 7 Jahren

Vorteile:

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Nachteile:

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Antwort von OTRS

vor 6 Jahren

Thanks for taking time to review OTRS. We appreciate your thoughts.