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
Bearing in mind companies have distinctive business-related wants, it is only logical they avoid seeking an all-encompassing, ideal software system. Having said that, it would be hard to chance on such application even among recognizable software solutions. The best thing to do can be to note down the numerous vital aspects that entail deliberation including major features, budget, skill competence of staff members, business size, etc. After which, you should perform your research systematically. Browse through some OTRS review articles and scrutinize the other software solutions in your shortlist in detail. Such all-encompassing research guarantee you take out unsuitable apps and select the one which delivers all the tools your business requires to realize efficiency.
Position of OTRS in our main categories:
There are trendy and widely used applications in each software category. But are they automatically the best fit for your company’s special requirements? A popular software solution may have thousands of customers, but does it provide what you need? For this reason, do not blindly invest in popular systems. Read at least a few OTRS IT Service Software reviews and consider the aspects that you want in the software such as the price, main features, available integrations etc. Then, shortlist a few solutions that fit your needs. Check out the free trials of these products, read online opinions, get information from the vendor, and do your investigation systematically. This exhaustive homework is certain to aid you choose the most excellent software application for your firm’s specific requirements.
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 decide to purchase a IT Service Software it’s important not only to learn how experts rank it in their reviews, but also to discover whether the real people and businesses that bought it are genuinely satisfied with the service. That’s why we’ve devised our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and OTRS reviews across a vast array of social media sites. The data is then displayed in a simple to digest format revealing how many users had positive and negative experience with OTRS. With that information at hand you should be prepared to make an informed buying 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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