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Was ist OTRS?
OTRS bietet Service Management-Lösungen, die u. a. Ticketing, Workflow-/Prozessautomatisierung und eine Benachrichtigungsfunktion umfassen. Prozesse können an ITIL und/oder spezielle Sicherheitsanforderungen angepasst werden. Experten aus den Bereichen ITSM, Kundenservice und Unternehmenssicherheit nutzen OTRS Lösungen, um ihre Kommunikation zu strukturieren und interne Prozesse zu optimieren, so dass sie schnell auf jede Situation reagieren und den bestmöglichen Service auf kosteneffiziente Weise anbieten können.
Wer verwendet OTRS?
Als Service Management-Lösung werden OTRS Lösungen traditionell von Helpdesks, ITSM-Organisationen, Unternehmenssicherheits- und Kundenserviceteams verwendet.
Du bist nicht sicher, ob OTRS das Richtige ist?
Mit einer beliebten Alternative vergleichen
OTRS
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Bewertungen über OTRS
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
Antwort von OTRS
vor 3 Monaten
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.
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.
Antwort von OTRS
vor 6 Monaten
Thanks for the input, Jens. We'll pass it along.
Strategic business planning application
Kommentare: My role has been solid with efficient decision-making choices since I started using OTRS. The central information system has enhanced data transparency.
Vorteile:
OTRS gives me an opportunity to plan and organize sales and marketing tasks. It has enhanced effective monitoring of workflows and implementation of set projects. The customizable service delivery unit has created close customer relations.
Nachteile:
There is no negative alert that I have observed from the performance of this platform.
Antwort von OTRS
vor 3 Wochen
Thanks for sharing your feedback, Susan. Glad to hear OTRS is supporting your workflows and customer relationships.
OTRS is a scalable and highly configurable service management tool.
Vorteile:
OTRS has the ability to automate numerous service management procedures, including reporting, escalation, and ticket routing. This can assist you in cutting expenses and increasing efficiency.
Nachteile:
There aren't many options for commercial support because OTRS is an open source solution. For businesses in need of assistance with installing, configuring, or utilizing OTRS, this could be problematic.
Antwort von OTRS
vor 4 Wochen
Thanks for taking time to share your thoughts, Minu. Just to clarify for others, OTRS is not open source. There is an older version - ((OTRS)) Community Edition - that is open source. However, OTRS has evolved quite a bit in recent years to include additional security measures, customizable dashboards, etc...In any event, I'm glad to hear that ((OTRS)) Community Edition is working well for you.
Basic Ticketing tool for customer desks
Kommentare: Basic software for small organization without advanced features of ITIL.
Vorteile:
I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.
Nachteile:
It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.
Antwort von OTRS
vor 6 Jahren
Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs, I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management. Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo. But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.
