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 businesses have unique business requirements, it is only sensible they steer clear of going for a one-size-fits-all, ”best” system. At any rate, it would be futile to try to pinpoint such an app even among widely used software products. The right step to do would be to spell out the several chief functions that call for a research including important features, budget, skill ability of staff, organizational size, etc. Next, you must perform your research to a full extent. Browse through some OTRS reviews and scrutinize the other software solutions in your shortlist in detail. Such well-rounded research ascertain you stay away from mismatched applications and pay for the one which has all the tools your company requires for success.
Position of OTRS in our main categories:
Enterprises have unique wants and requirements and no software application can be ideal in such a scenario. It is pointless to try to find an ideal out-of-the-box software system that meets all your business requirements. The intelligent thing to do would be to modify the solution for your special requirements, staff member skill levels, finances, and other factors. For these reasons, do not hurry and subscribe to well-publicized popular applications. Though these may be widely used, they may not be the ideal fit for your particular wants. Do your homework, check out each short-listed application in detail, read a few OTRS IT Service Software reviews, contact the vendor for explanations, and finally select the product that presents what you require.
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 get a IT Service Software it’s crucial not only to learn how professionals evaluate it in their reviews, but also to check if the real people and businesses that purchased this software are indeed satisfied with the service. Because of that need we’ve created our behavior-based Customer Satisfaction Algorithm™ that aggregates customer reviews, comments and OTRS reviews across a broad array of social media sites. The data is then presented in an easy to understand way showing how many people had positive and negative experience with OTRS. With that information at your disposal 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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