Description de OTRS
OTRS est une suite de gestion de l'infogérance complète incluant de nombreuses fonctionnalités, notamment la gestion des cas d'assistance, l'envoi de notifications et l'automatisation des processus/workflows. Les processus peuvent être personnalisés pour intégrer les exigences de sécurité spécifiques et/ou ITIL. Les professionnels ITSM, du service client et de la sécurité d'entreprise utilisent OTRS pour structurer la communication et rationaliser les processus internes afin de pouvoir réagir rapidement quelle que soit la situation et de fournir le meilleur service possible, de manière rentable. Demander une démo aujourd'hui.
Qui utilise OTRS ?
En tant que suite de gestion de services, OTRS est généralement utilisé par les centres d'assistance, les organisations ITSM, les équipes de sécurité d'entreprise et celles dédiées au service client.
OTRS ne vous convainc pas tout à fait ? Comparer avec une alternative populaire

OTRS
Avis sur OTRS

Omar
Opensource framework with modern front-end and perl backend
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 5 ans
Thanks for taking time to share your experience, Omar.
Alan
Alternatives envisagées :
OTRS is great for small to midsize businesses
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
l’année dernière
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
Basic Ticketing tool for customer desks
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 5 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.
Utilisateur vérifié
Very customizeable, professional service management software
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 5 ans
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
Jorge
OTRS one of the best ticket management system for IT Teams
Avantages :
OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.
Inconvénients :
May be the price and the features associated with no commercial versions, Other software with community editions has more options and other kind of level prices for small business.
Réponse de l'équipe de OTRS
il y a 7 mois
Thanks for the review, Jorge. It sounds like you're using ((OTRS)) Community Edition. If you're interested in the commercial versions, they fall under the OTRS name specifically and information is available at OTRS.com. Appreciate you taking the time to review.