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.
Où peut-on déployer OTRS ?
Cloud, SaaS, web, Windows (ordinateur), Windows (sur site), Linux (sur site), Android (mobile), iPhone (mobile), iPad (mobile)
À propos de l'éditeur
- OTRS
- Situé à Cupertino, É.-U.
- Fondé en 2003
- Support téléphonique
- Support 24/7 (réponse directe)
- Chat
Langues
allemand, anglais, espagnol, hongrois, portugais brésilien
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À propos de l'éditeur
- OTRS
- Situé à Cupertino, É.-U.
- Fondé en 2003
- Support téléphonique
- Support 24/7 (réponse directe)
- Chat
Langues
allemand, anglais, espagnol, hongrois, portugais brésilien
OTRS en vidéos et en images
Comparez le prix du logiciel OTRS avec ses alternatives
Fonctionnalités - OTRS
Alternatives à 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 4 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
il y a 5 mois
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 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.
Miguel
OTRS a very good tool
Commentaires : OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.
Avantages :
It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.
Inconvénients :
There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes
Réponse de l'équipe de OTRS
le mois dernier
Thanks for taking time to share your thoughts.
Lukas
Alternatives envisagées :
Very useful SW fo customer service ticketing
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.
Réponse de l'équipe de OTRS
il y a 5 mois
Thank you for taking time to share your thoughts.
