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Une suite de gestion des services complètement managée comprenant la gestion des cas d'assistance, l'envoi de notifications et l'automatisation des workflows pour l'ITSM, le service client et la sécurité.

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Omar S.
Omar S.
Technical Coordinator (É.-U.)
Utilisateur LinkedIn vérifié
Enseignement supérieur
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Opensource framework with modern front-end and perl backend

5 il y a 4 ans

Commentaires : Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de OTRS

il y a 4 ans

Thanks for taking time to share your experience, Omar.

Alan S.
Alan S.
Consulting Engineer (É.-U.)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 2-10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis
Source : GetApp

OTRS is great for small to midsize businesses

5 l’année dernière

Commentaires : It's a great daily ticket email system.

Avantages :

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.

Inconvénients :

The support is little to non-existent but that is expected with the free tier.

Mohit J.
Consultant (Inde)
Services et technologies de l'information, 10 000+ employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Basic Ticketing tool for customer desks

3 il y a 4 ans

Commentaires : Basic software for small organization without advanced features of ITIL.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de OTRS

il y a 4 ans

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.

Lukas P.
Head of Call Center (Slovaquie)
Télécommunications, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very useful SW fo customer service ticketing

5 il y a 4 mois

Commentaires : I recomend it for customer support.

Avantages :

The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.

Inconvénients :

Sometimes I have to click a lot of categories to get somewhere or to fill something.

Utilisateur vérifié
Analista júnior de sistemas (Brésil)
Utilisateur LinkedIn vérifié
Internet, 201-500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

5 il y a 4 ans

Commentaires : The way we can centralize everything on it is real a benefit.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de OTRS

il y a 4 ans

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.

Annie M.
Annie M.
IT Service Desk (Inde)
Utilisateur LinkedIn vérifié
Bijoux et produits de luxe
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Pretty decent, but it does have a few flaws

4 il y a 4 ans

Commentaires : IT Asset Management got easy for us. Thank you for coming up with this application

Avantages :

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Inconvénients :

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Réponse de l'équipe de OTRS

il y a 4 ans

We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

Lindson D.
Lindson D.
IT Analyst (Inde)
Utilisateur LinkedIn vérifié
Machines
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Its a great and efficient tool for someone in the service desk

5 il y a 4 ans

Commentaires : We use it as our primary ticketing tool

Avantages :

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Inconvénients :

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Réponse de l'équipe de OTRS

il y a 4 ans

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a review.

Andre L.
Andre L.
System Analyst (Brésil)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Keep track of all your support calls

5 il y a 7 mois

Commentaires : The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Avantages :

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Inconvénients :

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Hamza M.
Software Engineer (Pakistan)
Services financiers, 501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

One of the best Ticketing System out there

4 il y a 6 mois

Avantages :

Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard.

Inconvénients :

The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface.

Carlo T.
IT Manager (Italie)
Utilisateur LinkedIn vérifié
Services financiers, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very useful product

4 il y a 3 ans

Avantages :

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

Inconvénients :

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement.

Réponse de l'équipe de OTRS

il y a 3 ans

Thank you for your comments and feedback. Much appreciate it.

Utilisateur vérifié
Allround medewerker ICT (Pays-Bas)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very customizeable, professional service management software

4 il y a 4 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Réponse de l'équipe de OTRS

il y a 4 ans

Thank you for reviewing OTRS. We appreciate your thoughts and comments.

Mike M.
Treasurer (É.-U.)
Gestion de l'enseignement, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

OTRS has been a fabulous tool for tracking customer interactions

5 il y a 4 ans

Commentaires : Our customer service improved because we no longer lost track of calls,follow ups, etc.

Avantages :

Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Inconvénients :

Performance is "run of the mill"... but then, I'm also on fairly run of the mill hardware, too. Recent versions have vastly improved the GUI interface. However, it is fairly dense - which I actually consider a Pro (efficient) but some people think it's distracting (cluttered).

Réponse de l'équipe de OTRS

il y a 4 ans

Dear Mike, thank you very much for such a great review. We work really hard to offer one of the most flexible help desk systems on the market, so I'm happy to see that reflects on your experience with our software. Easily adjusting the system to your needs is one of the core benefits of OTRS and it will be even simpler with the new admin GUI of OTRS 6. Best regards, OTRS

Jose C.
IT Technician (Paraguay)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Complete customer support solution overall

4 il y a 4 ans

Avantages :

You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support. And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger. Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

Inconvénients :

The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

Réponse de l'équipe de OTRS

il y a 4 ans

Hi Jose! Thanks for taking time to leave a review. We appreciate hearing your thoughts about OTRS.

Sarah M.
Customer Support Manager (R.-U.)
Logiciels, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Feedback and the Support Received

4 il y a 5 ans

Commentaires : I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Avantages :

the ability to track a tickets journey from start to resolution

Inconvénients :

some of the terminoligy in the system configuration isn't very user friendly

Réponse de l'équipe de OTRS

il y a 5 ans

Dear Sarah, thank you very much for your review. We're thrilled that you're getting value from our software and our services. Shawn will also be very happy to hear your compliments. At OTRS we have an open ear for your ideas and suggestions. If there's anything that we can improve, or if you have a new idea for OTRS please feel free to contact us: marketing@otrs.com Best regards, OTRS Marketing Team

Utilisateur vérifié
IT Team Lead (Roumanie)
Utilisateur LinkedIn vérifié
501-1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Overall , i found OTRS to be the easiest Ticketing system to use thus far

4 il y a 4 ans

Commentaires : OTRS offered one of the most , if not the most , bang for the buck in my opinion. The support was always on point and promptly responded to all of or requests and questions , they provided on site support when needed and had one of the most pleasant training experience thus far.

Avantages :

As both a user and an administrator of the software i found the following in my last year of using the software : Ease of use Flexibility Easy customization Open Source Powerful Tools

Inconvénients :

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future : Convoluted Process management SLA administration cumbersome to use and config Lacking a few features out of the box

Réponse de l'équipe de OTRS

il y a 4 ans

Thank you for taking time to review OTRS. We appreciate your feedback.

Utilisateur vérifié
IT Manager (Autriche)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great Incident Management Software, with all the Features, great value for money

5 il y a 4 ans

Commentaires : Stable incident management software with all features needed, excellent value for money.

Avantages :

Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.

Inconvénients :

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Réponse de l'équipe de OTRS

il y a 4 ans

Thank you for taking time to review. We appreciate your feedback.

Georges A.
Service Manager (Luxembourg)
Télécommunications, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

4 il y a 4 ans

Commentaires : Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Avantages :

Adaptability to agents organization and processes. ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Inconvénients :

Ticket to C.I. links can be better clarified and improved (impact of the relationship) C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

Joshua B.
IT Desktop Engineer (É.-U.)
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

customizable, flexible and inexpensive, ITIL

5 il y a 4 ans

Avantages :

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Inconvénients :

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Réponse de l'équipe de OTRS

il y a 4 ans

Hi Joshua, Thanks for taking time to review OTRS. We appreciate the feedback. To clarify, for others reading, OTRS is a fully-managed solution. We do offer ((OTRS)) Community Edition that is free to use and open-source, but it requires self-configuration and that can be challenging. Thanks again for taking time to write in!

Malcolm B.
Head of IT International offices (Hong Kong)
Textile, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

5 il y a 4 ans

Commentaires : Helps to control helpdesk and service functions across our organisation

Avantages :

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Inconvénients :

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

Réponse de l'équipe de OTRS

il y a 4 ans

I think our consultants would be thrilled by your review. Thank you for taking time to write in and share your thoughts.

Utilisateur vérifié
Managing Director (Tchéquie)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 11-50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Flexible and powerful helpdesk and service desk solution

5 il y a 3 ans

Commentaires : My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.

Avantages :

1. Open-source 2. ITIL based solution 3. Flexible configuration 4. Built-in processes 5. Powerful email handling 6. Event-based hander

Inconvénients :

1. Outdated design 2. No mobile app 3. Relatively complex integration through web services

Réponse de l'équipe de OTRS

il y a 3 ans

Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.

Utilisateur vérifié
Freelance Designer (Inde)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy and Robust Software - Economical Ticketing Solution for any Organization

4 il y a 4 ans

Commentaires : Cost effective Ticketing Software .

Avantages :

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Inconvénients :

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Réponse de l'équipe de OTRS

il y a 4 ans

Thank you for your review. We appreciate the feedback.

Remco Q.
IT Regional Infrastructure Manager (Inde)
Services aux consommateurs, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great Service Desk ticketing Solution

5 il y a 3 ans

Avantages :

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS. The reports that can be generated via OTRS is also a great benefit.

Inconvénients :

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Réponse de l'équipe de OTRS

il y a 3 ans

Thanks for taking time to review OTRS. We appreciate your thoughts.

Rosen R.
Program Manager Central IT Services (Allemagne)
Compagnies aériennes/Aéronautique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

OTRS is one of the best ITSM tools that I've ever seen and I'm so happy seeing its development!

5 il y a 4 ans

Avantages :

Incident management and request fulfillment processes are fully covered by the tool. It's highly customizable and very stable.

Inconvénients :

There are two things: 1. Change management process is a little bit hard to implement; 2. The trend to go into the cloud. We're very conservative organization and we prefer to operate on-premise solutions.

Réponse de l'équipe de OTRS

il y a 4 ans

Hi Rosen. Thank you for taking time to share your thoughts on OTRS. We appreciate you doing so and hearing about your experience with it.

Binu M.
Application Support Manager (Inde)
Biens de consommation, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Better than Remedy

5 il y a 4 ans

Commentaires : Change Management and incidents are easy to manage with this tool

Avantages :

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Inconvénients :

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Réponse de l'équipe de OTRS

il y a 4 ans

Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.

Utilisateur vérifié
Senior Manager (Inde)
Utilisateur LinkedIn vérifié
Logistique et chaîne d'approvisionnement, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

OTRS - Recommended Open source Ticketing System available in market

5 il y a 3 ans

Commentaires : - Internal operational efficiencies
- Improved business process agility
- Improved business process outcomes
- Improved customer relations/service

Avantages :

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

Inconvénients :

- Need to create more UI themes , even though current are sufficient considering its free.

Réponse de l'équipe de OTRS

il y a 3 ans

Thank you for taking time to review. We appreciate the feedback.