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
Knowing that businesses have their own business requirements, it is wise that they avoid settling on a one-size-fits-all, ideal software. Nevertheless, it is almost impossible to try to come across such application even among sought-after software systems. The sensible step to do is to shortlist the various main factors which need examination including key features, price terms, skill competence of the employees, company size, etc. Next, you should conduct the research to a full extent. Have a look at these OTRS evaluations and check out each of the software products in your list more closely. Such comprehensive product research ensure you stay away from poorly fit apps and subscribe to the system which provides all the aspects your business requires.
Position of OTRS in our main categories:
Every company is different, and might require a specific IT Service Software solution that will be designed for their business size, type of customers and employees and even particular industry they cater to. It's not wise to count on finding a perfect app that will be suitable for each company no matter what their background is. It may be a good idea to read a few OTRS IT Service Software reviews first and even then you should remember what the solution is intended to do for your company and your staff. Do you need a simple and straightforward solution with just elementary functions? Will you really make use of the advanced tools required by experts and large enterprises? Are there any particular tools that are especially useful for the industry you operate in? If you ask yourself these questions it will be much easier to get a solid app that will match your budget.
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 make a decision to buy a IT Service Software it’s crucial not only to see how experts rank it in their reviews, but also to check if the actual clients and companies that use these solutions are actually happy with the product. That’s why we’ve designer our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and OTRS reviews across a vast array of social media sites. The information is then presented in an easy to digest format indicating how many clients had positive and negative experience with OTRS. With that information at your disposal you should be prepared to make an informed buying choice 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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