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OTRS
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OTRS

Overview
Synopsis

OTRS is one of the most successful and long-lasting open source projects in the area of help desk and IT service management worldwide. More than 5,000 active community members improve the service management software with every release by reporting bugs, adding self-developed improvements or new functionalities, and maintaining and extending the 38 supported languages.

Category

Help Desk Software Open Source

Features

•Ticket creation
•Usable with mobiles and tablets
•SMS Notification System
•Theme individualization
•Different Ticket Views
•Dashboard with filter options
•Multiselect Input Fields
•Customer Portal
•Statistics and Previews
•Reporting
•Ticket Management
•Time Management
•Automation & Processes
•Integration
•Security & Permissions

License

Open Source

Price

•Basic - US $ 4,995/€ 4,995
•Professional - US$ 9,995/€ 8,595
•Enterprise - US$ 29,995/€ 23,995

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Website
Company

OTRS

What is best ?

•Ticket creation
•Usable with mobiles and tablets
•SMS Notification System
•Theme individualization
•Different Ticket Views
•Dashboard with filter options
•Multiselect Input Fields
•Customer Portal

Rating
Our Rating
User Rating
Ease of use
8.6
Features & Functionality
8.6
Advanced Features
8.5
Integration
8.5
Customer Support
8.7
Performance
8.7
Training
Implementation
Renew & Recommend
Bottom Line

OTRS is a ticket request solution providing a platform for users to manage customer relations and projects effectively with ticket creation, customer portal, statistics and previews for a range of businesses.

8.6
Our Rating
User Rating
You have rated this

OTRS is a ticket request system supporting help desk and IT service management worldwide. Tickets are created and appear in a queue system (Team-Postboxes), and can be moderated through a customer portal, via email or by phone and fax. The software is usable on smartphones and tablets with customized themes to suit the user. The SMS notification system alerts service employees on call to solve problems promptly, customers can receive delivery dates, order statuses, passwords or travel details directly on their mobile phone. The software is usable on smartphones and tablets with customized themes to suit the user. There are multiselect input fields with a dashboard and filter options. Reports can be generated with a preview of statistics in a CSV/PDF format whilst being displayed on the user's dashboard. OTRS maintains ticket prioritization and assignment features with the ability to create multiple service catalogs. Users can promptly split and merge duplicate tickets with the software as well as amend and update bulk tickets. OTRS incorporates an enhanced calendar function with time tracking features. The system offers automatic notifications with custom fields to capture relevant data. The framework has an additional interactive communication channel available with open chats, multiple chat view and group chats which can be saved for auditing purposes. A generic web interface is available through SOAP+REST and system monitoring can be accessed using Nagios. OTRS comes equipped with extra security and permissions with two step verification SSL for data transmission and fully encrypted communications. The system is available in over 38 languages and is used by various business sectors such as IT & telecommunications, government, healthcare, manufacturing, education and consumer products.

OTRS
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Ease of use
Features & Functionality
Advanced Features
Integration
Customer Support
Performance
Training
Implementation
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