OTRS
Helpdesk software for customer service management teams
4.5 /5 (61 opiniones) ¡Escribe una reseña!Información general sobre OTRS
¿Qué es OTRS?
OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard.
OTRS allows enterprises to execute bulk actions such as updating support tickets in real-time, communicating with clients via email or SMS messages, and ensuring secure transmission of data using a secure socket layer (SSL) protocol. Managers can view assigned tasks or appointments on a calendar, monitor key performance indicators (KPIs), and track the status of service tickets. Supervisors can also export business metrics in PDF, PNG, SVG, CSV, and Microsoft Excel format, add notes to internal communications, and set up automated notifications for recipients.
OTRS enables organizations to split, merge, or archive support tickets, send personalized surveys to customers, and visualize data in the form of bar or line charts. Staff members can utilize the search functionality to browse knowledge base entries, appointments, and tickets using custom filters. The software also facilitates integration with various third-party applications.
Información general sobre OTRS
Precio
Opciones de precios
Contact OTRS directly for pricing information.
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Opiniones de OTRS
Opiniones de OTRS
OTRS is great for small to midsize businesses
It's a great daily ticket email system.
Very customizeable, professional service management software
Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.
Basic Ticketing tool for customer desks
Basic software for small organization without advanced features of ITIL.
Opensource framework with modern front-end and perl backend
Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.
We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.
The way we can centralize everything on it is real a benefit.
Compara con las alternativas según la valoración global
Compara las alternativas
OTRS is great for small to midsize businesses
Puntos a favor
I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.
Puntos en contra
The support is little to non-existent but that is expected with the free tier.
Very customizeable, professional service management software
Makes work easier by having a good overview of ongoing tickets, but also past tickets, with details of what was built / done to offer a solution. That's dependant of what you enter into the system of course, but the options are there and they are clear.
Puntos a favor
I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.
Puntos en contra
There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.
Respuesta de OTRS
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
Basic Ticketing tool for customer desks
Basic software for small organization without advanced features of ITIL.
Puntos a favor
I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.
Puntos en contra
It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.
Respuesta de OTRS
Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs,
I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management.
Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo.
But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

Opensource framework with modern front-end and perl backend
Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.
Puntos a favor
Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.
Puntos en contra
The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.
Respuesta de OTRS
Thanks for taking time to share your experience, Omar.
We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.
The way we can centralize everything on it is real a benefit.
Puntos a favor
The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.
Puntos en contra
When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.
Respuesta de OTRS
Thank you for taking time to share your thoughts about OTRS. We're glad for the feedback. I will pass along your comments about the e-mails.
It may also help to know that you can submit new improvement ideas to the development team via https://otrsteam.ideascale.com/
Thanks again for taking the time to share your thoughts.
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas
Precios de OTRS
Precios de OTRS
Contact OTRS directly for pricing information.
Contact OTRS directly for pricing information.
Compara las alternativas según la relación calidad-precio
Compara las alternativas
Funciones de OTRS
Funciones de OTRS
Compara con las alternativas según la valoración de características
Compara las alternativas
Categorías
Categorías
Más información sobre OTRS
Más información sobre OTRS
Funciones principales de OTRS
- Live Chat
Preguntas frecuentes sobre OTRS
Preguntas frecuentes sobre OTRS
He aquí algunas preguntas frecuentes sobre OTRS.
P. ¿Qué tipo de planes de precios ofrece OTRS?
OTRS ofrece los siguientes planes de precios:
Prueba gratis: Disponible
Contact OTRS directly for pricing information.
P. ¿Cuáles son las características principales de OTRS?
OTRS ofrece las siguientes características:
- Live Chat
P. ¿Quiénes son los usuarios habituales de OTRS?
Los clientes habituales de OTRS son:
Empresas pequeñas, Empresas Grandes, Empresas medianas
P. ¿Qué idiomas admite OTRS?
OTRS admite los siguientes idiomas:
Alemán, Chino (simplificado), Español, Húngaro, Inglés, Neerlandés, Portugués, Ruso
P. ¿Qué tipo de planes de precios ofrece OTRS?
No tenemos información sobre los planes de precios de OTRS
P. ¿OTRS es compatible con dispositivos móviles?
OTRS admite los siguientes dispositivos:
Android, iPhone, iPad
P. ¿Con qué otras aplicaciones se integra OTRS?
OTRS se integra con las siguientes aplicaciones:
Jira, Zero Incident Framework
P. ¿Qué tipo de asistencia ofrece OTRS?
OTRS ofrece las siguientes opciones de asistencia:
Preguntas frecuentes, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo
It's a great daily ticket email system.