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OTRS REVIEW

IT Service Management Software

No user reviews
USER SATISFACTION 99%
OUR SCORE 8.4

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.

Overview 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.

Overview of OTRS Features

  • Automation and processes
  • Channels
  • Ticket management
  • Security & permissions
  • Time management

OTRS Position In Our Categories

OTRS is also listed in the following subcategories:

Category:Position:Category:Position:
IT Service Management Software#12
Category:Position:
IT Service Management Software#12

It's important to realize that virtually no software in the IT Service Management Software category will be an ideal solution that can meet all the goals of various company types, sizes and industries. It may be a good idea to read a few OTRS reviews first as some solutions can dominate only in a very narrow set of applications or be prepared with a really specific industry in mind. Others may work with a goal of being simple and intuitive and consequently lack complex functionalities welcomed by more experienced users. You can also find apps that support a broad group of customers and provide a complex feature set, however this usually comes at a higher cost of such a service. Make sure you're aware of your needs so that you select a service that offers all the functionalities you look for.

How Much Does OTRS Cost?

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

We realize that when you make a decision to buy IT Service Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and OTRS reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with OTRS. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

174

NEGATIVE SOCIAL MENTIONS

1

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Technical details

Devices Supported
  • Windows
  • Mac
  • Web-based
Language Support
  • English
  • German
  • Spanish
  • Portugese
Pricing Model
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TICKETS

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

What integrations are available for OTRS?

OTRS integrates with the following applications:

  • Nagios
  • JIRA
  • Redmine
  • SysAid

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