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
Keeping in mind companies have particular business demands, it is only logical they steer clear of selecting a one-size-fits-all, ”best” software solution. Be that as it may, it would be difficult to try to find such application even among branded software solutions. The clever thing to undertake is to spell out the numerous chief factors that merit deliberation including crucial features, pricing, technical skill aptitude of staff, business size, etc. The second step is, you should perform the research comprehensively. Have a look at these OTRS evaluations and scrutinize each of the software programs in your list in detail. Such comprehensive research ensure you steer clear of ill-fitting software products and pay for the system which provides all the function your business requires.
Position of OTRS in our main categories:
Since each enterprise has unique business wants, it is sensible for them to abstain from searching for a one-size-fits-all faultless software system. Needless to say, it would be pointless to try to find such a platform even among widely used software applications. The intelligent thing to do would be to list the various important elements that require consideration such as main features, budget, skill levels of staff members, company size etc. Then, you should do your groundwork thoroughly. Read some OTRS IT Service Software reviews and investigate each of the other apps in your shortlist in detail. Such exhaustive homework can make certain you reject ill-fitting systems and choose the app that presents all the aspects you require for business success.
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 are aware that when you choose to buy a IT Service Software it’s crucial not only to see how professionals rank it in their reviews, but also to find out whether the actual users and enterprises that purchased it are genuinely satisfied with the service. Because of that need we’ve designer our behavior-based Customer Satisfaction Algorithm™ that collects customer reviews, comments and OTRS reviews across a wide array of social media sites. The information is then presented in an easy to digest format revealing how many clients had positive and negative experience with OTRS. With that information available you will be prepared to make an informed purchasing 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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