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En savoir plus sur OTRS

Une solution de centre d'assistance complètement managée pour fournir un service rapide et efficace.

En savoir plus sur OTRS

Avantages :

Very easy to use and fast interface that helps to manage our business.

Inconvénients :

This is an open source tool, so you get what you pay for.

OTRS - Notes

Note moyenne

Facilité d'utilisation
4,2
Service client
4,3
Fonctionnalités
4,4
Rapport qualité-prix
4,4

Probabilité de recommander le produit

8,5/10

OTRS a reçu une note globale de 4,4 étoiles sur 5 d'après 89 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (89)

Omar
Omar
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

5,0 il y a 6 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 6 ans

Thanks for taking time to share your experience, Omar.

Alan
Alan
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

Alternatives envisagées précédemment :

OTRS is great for small to midsize businesses

5,0 il y a 4 ans

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.

Réponse de l'équipe de OTRS

il y a 2 ans

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Mohit
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

3,0 il y a 6 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 6 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.

Sascha
Head of Service (Allemagne)
Informatique et sécurité réseau, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Ticket system with weaknesses

4,0 il y a 6 mois

Commentaires : I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved. The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements. Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness. Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.

Avantages :

Clear user interface, plugin capability provided.

Inconvénients :

oor adaptability, layout could be more appealing, inflexible

Réponse de l'équipe de OTRS

il y a 6 mois

Thank you for sharing your comments. I'd be curious to know which version you have been using? The UI was extensively redone in the latest version, offering many customization options on the dashboard, within tickets, etc. In any event, we appreciate the time taken to share your insights.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services d'information, 51–200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Best IT ticket handling

5,0 il y a 8 mois

Avantages :

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

Inconvénients :

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

Réponse de l'équipe de OTRS

il y a 8 mois

Glad to hear that OTRS is working well as your IT ticket handling system.

Gustavo
Gustavo
Middleware Manager (Salvador)
Utilisateur LinkedIn vérifié
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

OTRS a complex tool for the creation of Tickets.

3,0 il y a 6 ans

Commentaires : My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Avantages :

This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.

Inconvénients :

In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.

Réponse de l'équipe de OTRS

il y a 6 ans

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

Annie
Annie
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

4,0 il y a 6 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 6 ans

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

santosh
Business Head (Inde)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

OTRS is a Ticket to Success

5,0 il y a 10 mois

Commentaires : OTRS helped our business to track the effectiveness of the customer support operation and helps in finding the areas of development.

Avantages :

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

Inconvénients :

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

Réponse de l'équipe de OTRS

il y a 9 mois

Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.

Valerie
Valerie
Frontend Developer (Moldavie)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Advanced customer service management application

5,0 il y a 8 mois

Commentaires : We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.

Avantages :

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Inconvénients :

The quality of service and feature functionalities have complied with our policies.

Réponse de l'équipe de OTRS

il y a 7 mois

Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.

Ethan
Ethan
Network Security Engineer (Irlande)
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Excellent workflow management software

5,0 il y a 9 mois

Commentaires : The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers.

Avantages :

OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.

Inconvénients :

I have not experienced performance downtimes since deployment.

Réponse de l'équipe de OTRS

il y a 9 mois

Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.

Sarah
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

4,0 il y a 7 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 7 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

Georges
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.

4,0 il y a 6 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)

Hamza
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

4,0 il y a 3 ans

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.

Réponse de l'équipe de OTRS

il y a 2 ans

Thank you for your review. We're glad to hear that it's working for you. You may be interested in the interface changes in OTRS 8, which offer far more individualization to agents.

Binu
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

5,0 il y a 6 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 6 ans

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

Carlo
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

4,0 il y a 5 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 5 ans

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

Tom
Application Manager (Belgique)
Vente au détail, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

OTRS helps our business to organise our customer contacts in a structured way!

4,0 il y a 6 ans

Avantages :

OTRS has the ability to configure everything to your needs. Integration with other systems is very flexible via the webservices.

Inconvénients :

It would be nice to have more tools to import and export data e.g. service list or content for dynamic fields/lists

Réponse de l'équipe de OTRS

il y a 6 ans

Thanks for taking time to review OTRS, Tom. We appreciate the feedback.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Decent Ticket Tracking Tool

3,0 il y a 6 ans

Avantages :

The fact that OTRS is open source and free was a big draw. It was not terribly difficult to configure.

Inconvénients :

The reporting capabilities were lacking for the needs of my team. I would have liked to see better use of configurable dashboards and widgets.

Réponse de l'équipe de OTRS

il y a 6 ans

Thank you for taking time to share your thoughts.

Sujoy
CRM Analyst (Inde)
Biens de consommation, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great App that can be used in any Sector

5,0 il y a 6 ans

Commentaires : Customer responses are managed on time

Avantages :

We got this implemented by our IT Team for us to monitor customer responses and it has been just great. All responses get converted into a ticket and we can manage it as per the SLA configured

Inconvénients :

The time it takes to configure small changes are too much, i feel. other than that, I don't think there are any Cons

Réponse de l'équipe de OTRS

il y a 6 ans

Thanks for the review, Sujoy. Glad to hear it's helping to manage SLAs.

Georgi
Software Solutions Expert (Bulgarie)
Services et technologies de l'information, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

OTRS review

4,0 il y a 2 ans

Avantages :

Great amount of features and easy way to configure almost everything

Inconvénients :

It takes time to set up and configure till running state

Réponse de l'équipe de OTRS

il y a 2 ans

Thanks for sharing your thoughts, Georgi.

Manjunath
Senior System Administrator (Inde)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great Tool to work with . Its easy and fast

5,0 il y a 6 ans

Commentaires : We use this as our Primary Ticketing Tool.

Avantages :

We use it on a regular basis and it helps us monitor tickets and work on them. It's absolutely essential for an ITIL based service desk

Inconvénients :

The GUI could be better. but that's nothing I'm complaining about. I like the speed at which we can change screens

Réponse de l'équipe de OTRS

il y a 6 ans

Thanks for taking the time to write a review. We appreciate the feedback!

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

customization makes easy issue tracking

4,0 il y a 5 ans

Avantages :

can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation

Inconvénients :

sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket.

Réponse de l'équipe de OTRS

il y a 5 ans

Thanks for taking time to share your thoughts, and we're glad to hear that OTRS has been useful to you. I'll also share your comments with the rest of the team. Much appreciated.

Simón Bernabé
Simón Bernabé
Operador de Servidores (Venezuela)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

It is a great software very useful in the IT department of an organization

5,0 il y a 6 ans

Commentaires : Ease to handle the eventualities with the stations of work and telecommunications of the organization

Avantages :

It is very easy to use. It has a lot of flexibility you can use custom fields and can be integrated with other applications

Inconvénients :

What I like least about this software is that it does not have a lot of documentation and sometimes it is usually a bit slow when the volume of information grows.

Réponse de l'équipe de OTRS

il y a 6 ans

Thank you for taking time to share your review of OTRS. We appreciate your thoughts and insights.

Nadia
Administrative Coordinator I (É.-U.)
Gestion de l'enseignement, 1 001–5 000 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Excellent Ticketing System

5,0 il y a 5 ans

Commentaires : Overall, I had a really great experience with this program and would definitely recommend this program.

Avantages :

I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.

Inconvénients :

The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly.

Réponse de l'équipe de OTRS

il y a 5 ans

Thank you for taking time to share your thoughts.

Mridun
Mridun
Student (Inde)
Utilisateur LinkedIn vérifié
E-learning, Auto-entrepreneur
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Best experience

4,0 il y a 10 mois

Commentaires : The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner

Avantages :

OTRS's ability to generate new processes and to change those that become obsolete within the system.

Inconvénients :

many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path

Réponse de l'équipe de OTRS

il y a 9 mois

Thanks for sharing your thoughts.

Gianluca
Founder (Italie)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

We are using OTRS for a post-sale process of our Custmer

5,0 il y a 6 ans

Avantages :

Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

Inconvénients :

Reports are not deeply developed and this module can be improved. Some Reports standard are already developed and ready for use

Réponse de l'équipe de OTRS

il y a 6 ans

Hi Gianluca. Thanks for taking time to share your thoughts on OTRS. We appreciate the feedback.