Very customizeable, professional service management software

Bewertet am 26.6.2018
Verifizierter Rezensent
Allround medewerker ICT
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Antwort des Softwareanbieters

von OTRS an 27.6.2018

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

OTRS has been a fabulous tool for tracking customer interactions

Bewertet am 9.8.2017
Mike M.
Treasurer
Bildungsmanagement, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Our customer service improved because we no longer lost track of calls,follow ups, etc.

Vorteile: Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Nachteile: Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too. Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).

Antwort des Softwareanbieters

von OTRS an 13.10.2017

Dear Mike,

thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software.

Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6.

Best regards,
OTRS

Complete customer support solution overall

Bewertet am 4.4.2018
Jose C.
IT Technician
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support. And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger. Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

Nachteile: The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

Antwort des Softwareanbieters

von OTRS an 6.4.2018

Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.

Feedback and the Support Received

Bewertet am 24.2.2017
Sarah M.
Customer Support Manager
Computer-Software, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 14.3.2017

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

Opensource framework with modern front-end and perl backend

Bewertet am 14.3.2018
Omar S.
Technical Coordinator
Hochschulbildung
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 22.3.2018

Thanks for taking time to share your experience, Omar.

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

Bewertet am 22.6.2018
Verifizierter Rezensent
IT Team Lead
501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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

Antwort des Softwareanbieters

von OTRS an 25.6.2018

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

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

Bewertet am 27.3.2018
Verifizierter Rezensent
Analista júnior de sistemas
Internet, 201-500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 29.3.2018

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.

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

Bewertet am 4.7.2018
Verifizierter Rezensent
IT Manager
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
3 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 8.7.2018

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

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

Bewertet am 14.6.2018
Georges A.
Service Manager
Telekommunikation, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
3 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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)

customizable, flexible and inexpensive, ITIL

Bewertet am 8.6.2018
Joshua B.
IT Desktop Engineer
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis

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 des Softwareanbieters

von OTRS an 16.6.2018

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!

Pretty decent, but it does have a few flaws

Bewertet am 5.7.2018
Annie M.
IT Service Desk
Luxusgüter & Schmuck
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 8.7.2018

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

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Bewertet am 8.7.2018
Malcolm B.
Head of IT International offices
Textilien, 501-1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Helps to control helpdesk and service functions across our organisation

Vorteile: Highly robust, runs on All popular platforms like windows server, Linux etc
Light to client performs really well over LAN and WAN
Excellent value for money compared to other products in its category

Nachteile: Requires some Training in order to tweak any of the under the hood features
Generating reports is a little weak compared to leading industry products

Antwort des Softwareanbieters

von OTRS an 11.7.2018

I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.

Flexible and powerful helpdesk and service desk solution

Bewertet am 8.5.2019
Verifizierter Rezensent
Managing Director
Informationstechnologie & -dienste, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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

Antwort des Softwareanbieters

von OTRS an 21.5.2019

Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.

Easy and Robust Software - Economical Ticketing Solution for any Organization

Bewertet am 5.7.2018
Verifizierter Rezensent
Freelance Designer
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 9.7.2018

Thank you for your review. We appreciate the feedback.

Great Service Desk ticketing Solution

Bewertet am 15.8.2018
Remco Q.
IT Regional Infrastructure Manager
Verbraucherdienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 16.8.2018

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

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

Bewertet am 3.7.2018
Lindson D.
IT Analyst
Maschinerie
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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 des Softwareanbieters

von OTRS an 5.7.2018

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

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

Bewertet am 26.6.2018
Rosen R.
Program Manager Central IT Services
Fluggesellschaften/Luftfahrt, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Antwort des Softwareanbieters

von OTRS an 27.6.2018

Hi Rosen. Thank you for taking time to share your thoughts on OTRS. We appreciate you doing so and hearing about your experience with it.

Better than Remedy

Bewertet am 14.7.2018
Binu M.
Application Support Manager
Konsumgüter, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Change Management and incidents are easy to manage with this tool

Vorteile: This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Nachteile: There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Antwort des Softwareanbieters

von OTRS an 17.7.2018

Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

OTRS - Recommended Open source Ticketing System available in market

Bewertet am 11.12.2018
Verifizierter Rezensent
Senior Manager
Logistik & Lieferkette, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Antwort des Softwareanbieters

von OTRS an 12.12.2018

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

OTRS - Makes life easy

Bewertet am 25.2.2019
Verifizierter Rezensent
Client Support Representative
Telekommunikation, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Antwort des Softwareanbieters

von OTRS an 12.3.2019

Thanks so much for sharing your thoughts. We appreciate it.

Great and Simple Ticketing Tool

Bewertet am 15.8.2018
Michael L.
Head of IT (Nordic Countries and Estonia)
Verbraucherdienste, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
5 / 5
Benutzerfreundlichkeit
5 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Vorteile: Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

Nachteile: I did not find any cons regarding OTRS.

Antwort des Softwareanbieters

von OTRS an 16.8.2018

Thanks for the feedback, Michael. We appreciate you taking the time.

Very flexible system - easier to use than to configure

Bewertet am 22.6.2018
Sander G.
Beleidsadviseur ICT
Regierungsbeziehungen, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

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

Bewertet am 9.7.2018
Francis T.
ICT Service Desk Manager
Konsumgüter, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
3 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
5 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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

Antwort des Softwareanbieters

von OTRS an 11.7.2018

Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

Used extensively for the past 10 years

Bewertet am 11.7.2018
Verifizierter Rezensent
Helpdesk Escalation Technician
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
5 / 5
Kundenbetreuung
4 / 5
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: Cheap effective solution for handling incoming client requests.

Vorteile: Open source. Not the most visually appealing software but it allowed us to break down our queue system based on user requirements with ease.

Nachteile: Written like an older program. A lot of the functionality is not next gen ready and it sorely lacks vs newer systems.

Antwort des Softwareanbieters

von OTRS an 16.7.2018

Thank you for sharing your thoughts. We appreciate the review.

Very useful product

Bewertet am 17.5.2019
Carlo T.
IT Manager
Finanzdienstleistungen, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
4/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

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.

Antwort des Softwareanbieters

von OTRS an 21.5.2019

Thank you for your comments and feedback. Much appreciate it.