OTRS Review
What is OTRS?
OTRS is a comprehensive, enterprise-grade service management platform built to streamline the ticket request process for businesses in customer service, IT service management, and corporate security sectors. This is a customizable software that delivers solutions that help service management professionals scale the heights of the modern, results-driven business environment. It provides innovative structures that make all business communications clear and combines homogenous processes to drive the business forward.
Open-source Ticket Request System, better known as OTRS, streamlines in-house processes and automates repetitive administrative tasks to save time and money. It is a powerful solution that enables businesses to structure customer service to improve satisfaction and reduce costs. OTRS is also easy to use and comes with features such as automation and processes, channels, ticket management, security and permissions, and time management.
Show MoreOverview of OTRS Benefits
OTRS is an all-inclusive service management suite designed to deliver benefits to ITSM, corporate, and customer service businesses. This feature-rich solution presents tools that work in unison to benefit the user. Some of these benefits include:
Enhanced customer service quality
OTRS is built for customer service departments dealing with numerous incidents and inquiries. The platform provides expedient ways for customers to contact support staff. It organizes all customer requests to prevent them from getting lost and, prioritizes them to ensure they are handled promptly. Customers are notified on the status of their request, and they get to know the time it will take for their issue to be resolved. This enhances the quality of service and presents the ground for solid, long-term customer relationships.
Improved response time
In addition, OTRS enables businesses to create communication models that simplify the response to attacks. It integrates with popular detection, monitoring, and analysis tools, enabling businesses to detect attacks early enough. When an incident is recorded, you can leverage the automated process to select the best possible remedy. Automated workflows shorten reaction time and put you in control of every security situation.
Effective ITSM
Moreover, OTRS offers a suite of ITSM features that are geared toward improving results. For instance, it enables businesses to personalize the service catalog based on their unique service needs. This helps ITSM professionals gain transparency, evaluate the impact of scheduled schemes, and respond appropriately to emergencies. Besides, with OTRS, ITSM ticket management is simplified.
Show MoreOverview of OTRS Features
- Automation and processes
- Channels
- Ticket management
- Security & permissions
- Time management
OTRS Position In Our Categories
Because companies have unique business wants, it is only reasonable they avoid going for a one-size-fits-all, “perfect” solution. Having said that, it would be almost impossible to stumble on such an app even among widely used software systems. The rational thing to do is to jot down the different critical factors which demand deliberation like major features, price plans, skill ability of staff, organizational size, etc. The second step is, you must double down on the product research through and through. Browse through some of these OTRS review articles and check out the other software solutions in your list more closely. Such well-rounded research ensure you take out unsuitable applications and subscribe to the one that delivers all the features your business requires.
Position of OTRS in our main categories:
Each company has different needs and needs an application that can be customized for their size, type of staff members and buyers, and the specific industry they are in. For these reasons, no software can offer perfect functionality off-the-shelf. When you look for a software product, first be sure what you want it for. Read some OTRS IT Service Software reviews and ask yourself do you want basic features or do you want advanced functionality? Are there any industry-specific features that you are searching for? Find the answers to these questions to help your search. There are plenty of elements that you need to mull over and these include your finances, specific business requirements, your organization size, integration needs etc. Take your time, use a few free trials, and finally zero in on the system that presents all that you need to boost your organization effectiveness and productivity.
How Much Does OTRS Cost?
OTRS Pricing Plans:
Free Trial
Silver
Contact Vendor
Gold
Contact Vendor
Titanium
Contact Vendor
Platinum
Contact Vendor
What are OTRS pricing details?
OTRS Pricing Plans:
Free Trial
Silver
Contact Vendor
Gold
Contact Vendor
Titanium
Contact Vendor
Platinum
Contact Vendor
OTRS offers a simple enterprise pricing structure tiered in these four plans:
Silver – by quote
- 10 concurrent agents
- 50GB data storage
- 3 feature add-ons
- 8 hours of recovery time
- Certified data centers
Gold – by quote
- 50 concurrent agents
- 40GB storage
- 7 feature add-ons
- 6 hours of recovery time
- Certified data centers
Titanium – by quote
- 100 concurrent agents
- 100GB storage
- 10 feature add-ons
- 4 hours of recovery time
Platinum – by quote
- 200 concurrent agents
- Certified data centers
- 2 hours of recovery time
- Unlimited feature add-ons
User Satisfaction
Positive Social Media Mentions
174
Negative Social Media Mentions
1
We realize that when you choose to get a IT Service Software it’s important not only to find out how professionals score it in their reviews, but also to discover whether the actual users and enterprises that purchased this software are indeed happy with the service. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and OTRS reviews across a wide array of social media sites. The information is then displayed in an easy to digest format revealing how many clients had positive and negative experience with OTRS. With that information available you should be ready to make an informed business decision that you won’t regret.
Video
Technical details
Devices Supported
- Windows
- Mac
- Web-based
Deployment
- Cloud Hosted
Language Support
- English
- German
- Spanish
- Portugese
Pricing Model
- Quote-based
Customer Types
- Small Business
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for OTRS?
OTRS integrates with the following applications:
- Nagios
- JIRA
- Redmine
- SysAid
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