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Description de OTRS

OTRS est une solution de centre d'assistance complètement managée pour les centres incluant la gestion des cas d'assistance, l'envoi de notifications et l'automatisation. Elle peut être configurée pour répondre aux besoins de votre centre d'assistance avec des fonctionnalités comme les processus ITIL (Information Technology Infrastructure Library), le CMDB ou encore la gestion des contrats de niveau de service et des processus de sécurité d'entreprise. Cette solution est idéale pour les centres d'assistance qui souhaitent rationaliser leur communication, suivre et identifier les tendances et fournir un service de qualité supérieure à leurs clients. Essayez OTRS dès 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 Logiciel - 1
OTRS Logiciel - 2
OTRS Logiciel - 3
OTRS Logiciel - 4
OTRS Logiciel - 5

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OTRS

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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur OTRS

Note moyenne

Note globale
4,4
Facilité d'utilisation
4,2
Service client
4,2
Fonctionnalités
4,4
Rapport qualité-prix
4,5

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
60%
4
26%
3
12%
2
2%
José
Chef de service (France)
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Logiciel libre, efficace après avoir investi du temps et des ressources

4,0 il y a 3 mois

Commentaires : On est loin de Jira. Chef de projet passer votre chemin si recevoir vos reporting, le tout formaté en mode powerpoint sans aucune intervention de votre part ... OTRS ne fait pas ca. Il fait par contre tout le reste pour les équipes terrains ... et ca pour 0 euros ...

Avantages :

Open source avec possibilité de mep nous-même nos propres features. Pas simple mais une fois le fonctionnement général compris c'est fonctionnel

Inconvénients :

Il donne parfois l'impression d'être d'une autre époque. Son IHM est austère, les fonctionnalités sont minimalistes. Il est simple mais nettement suffissant pour le quotidien

Martina
Martina
Photographer (Italie)
Utilisateur LinkedIn vérifié
Photographie, 11–50 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Good Experience

4,0 l’année dernière

Avantages :

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

Inconvénients :

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

Réponse de l'équipe de OTRS

l’année dernière

Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs.

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 3 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.

Rene
IT System Engineer (Italie)
Produits chimiques, 501–1 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

There are better Systems

3,0 l’année dernière

Commentaires : We changed to Aagon ACMP and are pretty happy with it.

Avantages :

It is pretty cheap and does what is intended for.

Inconvénients :

not very flexible. many aspects are missing.

Réponse de l'équipe de OTRS

l’année dernière

Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.

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 l’année dernière

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

l’année dernière

Thanks for sharing your thoughts.

Paola
Paola
manager (Italie)
Utilisateur LinkedIn vérifié
Art/artisanat, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

great tool for our business

5,0 l’année dernière

Avantages :

very easy to use and fast interface that helps to manage our business

Inconvénients :

i don't like that sometime it is a bit slow

Réponse de l'équipe de OTRS

l’année dernière

Thanks for taking time to share your thoughts, Paola.

Andre
Andre
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

5,0 il y a 4 ans

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.

Réponse de l'équipe de OTRS

il y a 3 ans

Glad you're enjoying it. Thanks for taking time to write in.

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.

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 7 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 7 ans

Thanks for taking time to share your experience, Omar.

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 7 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 7 ans

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

Lindson
Lindson
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

5,0 il y a 7 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 7 ans

Glad to hear that it's working for you, Lindson. We appreciate you taking time to share a 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 l’année dernière

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

l’année dernière

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

Rajdeep
Teacher (Inde)
Gestion de l'enseignement, 11–50 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Effective Office Management Software

4,0 l’année dernière

Commentaires : I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.

Avantages :

OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

Inconvénients :

The only thing that I like least is that I found it a bit complicated.

Réponse de l'équipe de OTRS

l’année dernière

Thanks for the review, Rajdeep.

Miguel
IT consultant (Salvador)
Services et technologies de l'information, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

OTRS a very good tool

5,0 il y a 3 ans

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

il y a 3 ans

Thanks for taking time to share your thoughts.

Utilisateur vérifié
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.

5,0 il y a 7 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 7 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.

Utilisateur vérifié
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

4,0 il y a 7 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 7 ans

Thank you for your review. We appreciate the feedback.

Sander
Sander
Beleidsadviseur ICT (Pays-Bas)
Relations gouvernementales, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very flexible system - easier to use than to configure

5,0 il y a 7 ans

Commentaires : It helps us to administer our support tickets and create FAQ articles for them.

Avantages :

The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Inconvénients :

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though. Managed hosting by OTRS is very expensive for teams with just a few members.

syed
tech engineer (Inde)
Transport routier/ferroviaire, 5 001–10 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

otrs review

5,0 il y a 3 ans

Avantages :

the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given

Inconvénients :

there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed

Réponse de l'équipe de OTRS

il y a 3 ans

We appreciate your input.

Samuel
System Analyst (Brésil)
Administration publique, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Good, but the community version was discontinued

3,0 il y a 6 ans

Commentaires : My experience was good, but since there is no community version anymore I'm moving to another one.

Avantages :

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Inconvénients :

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Réponse de l'équipe de OTRS

il y a 6 ans

Thank you for taking time to share your review. I do want to mention that, while we have made some changes to when ((OTRS)) Community Edition updates are released, it hasn't been discontinued. It's available at https://community.otrs.com/. Much appreciate the feedback.

Utilisateur vérifié
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

5,0 il y a 7 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 7 ans

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

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 8 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 8 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

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

customizable, flexible and inexpensive, ITIL

5,0 il y a 7 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 7 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!

Remco
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

5,0 il y a 7 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 7 ans

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

Pam
Business Support Manager (Inde)
Utilisateur LinkedIn vérifié
Hôpitaux et soins de santé, 2–10 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Awesome Ticketing Tool

5,0 il y a 6 ans

Avantages :

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

Inconvénients :

It slows down sometimes, but a reboot always works

Réponse de l'équipe de OTRS

il y a 6 ans

Thanks for taking time to review, Pam. Glad to hear it's going well for you.

Francis
ICT Service Desk Manager (Suisse)
Biens de consommation, 1 001–5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great to tailor to a good ITSM tool, after a first learning curve one can be efficient

5,0 il y a 7 ans

Commentaires : Solid Incident management process rolled out

Avantages :

email inbound capabilities are great (maybe unique!) Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Inconvénients :

Reporting is difficult to make work out of the box, SLA functionality complete only if you pay extra functionality

Réponse de l'équipe de OTRS

il y a 7 ans

Thanks for taking time to send in a review, Francis. We appreciate your thoughts.