OTRS
par OTRS
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.
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.
Informations sur OTRS
OTRS
http://www.otrs.com
Fondé en 2003
Prix de OTRS
OTRS n'est pas disponible en version gratuite mais propose un essai gratuit.
Version gratuite
Non
Essai gratuit
Oui
Déploiement
Cloud, SaaS, web
Mobile (iOS natif)
Mobile (Android natif)
Formation
Formation présentielle
Formation en ligne en direct
Webinaires
Documentation
Ressources d'aide
Service de support permanent (réponse directe)
Support en horaire de bureau
En ligne
OTRS - Fonctionnalités
Produits alternatifs
Logiciels les + demandés
Avis sur OTRS
Afficher 5 avis sur 62
Omar S.
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Note globale5/5
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Facilité d'utilisation4/5
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Fonctionnalités4/5
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Support client5/5
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Rapport qualité-prix5/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 14/03/2018
"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'éditeur
envoyé par OTRS le 22/03/2018
Thanks for taking time to share your experience, Omar.
- Provenance de l'utilisateur
- Publié le 14/03/2018
Utilisateur vérifié
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Note globale4/5
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Facilité d'utilisation4/5
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Fonctionnalités5/5
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Support client4/5
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Rapport qualité-prix3/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 26/06/2018
"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'éditeur
envoyé par OTRS le 27/06/2018
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
- Provenance de l'utilisateur
- Publié le 26/06/2018
Mohit J.
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Note globale3/5
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Facilité d'utilisation3/5
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Fonctionnalités3/5
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Support client3/5
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Rapport qualité-prix3/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 22/05/2018
"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'éditeur
envoyé par OTRS le 01/06/2018
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.
- Provenance de l'utilisateur
- Publié le 22/05/2018
Mike M.
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Note globale5/5
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Facilité d'utilisation3/5
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Fonctionnalités5/5
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Support client3/5
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Rapport qualité-prix5/5
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Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 09/08/2017
"OTRS has been a fabulous tool for tracking customer interactions"
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'éditeur
envoyé par OTRS le 13/10/2017
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
- Provenance de l'utilisateur
- Publié le 09/08/2017
Utilisateur vérifié
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Note globale5/5
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Facilité d'utilisation5/5
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Fonctionnalités4/5
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Support client5/5
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Rapport qualité-prix5/5
-
Probabilité de recommander le produit
- Provenance de l'utilisateur
- Publié le 27/03/2018
"We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well."
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'éditeur
envoyé par OTRS le 29/03/2018
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.
- Provenance de l'utilisateur
- Publié le 27/03/2018
