OTRS Erfahrungen

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

The support is little to non-existent but that is expected with the free tier.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu OTRS

It was free to get started and never cost unless you upgrade from Community edition.

Vorteile

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.

Nachteile

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.

Vorteile

OTRS is a powerfull and complete tool to help IT engenieers to assist customers and internal enterprise clients.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Vorteile

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.

Nachteile

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Vorteile

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.

Nachteile

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Vorteile

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

The possibility of different ways how to definy customer request and how to edit it. The reporting is also very relevant and helpfull.

Nachteile

Sometimes I have to click a lot of categories to get somewhere or to fill something.

In Betracht gezogene Alternativen

Salesforce Sales Cloud

Gründe für den Wechsel zu OTRS

Easy to get and use.

Vorteile

Flexibility: We can add/remove queues easily; we can define sequences of events, custom fields, link to external client DBs, etc.

Nachteile

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).

Vorteile

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

Nachteile

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Vorteile

You can manage your support tickets as you please. Merge issues, whatever the channel is: email, telephone support.

And if you need some more juice, there is their API: integrate it with other systems like odoo or vTiger.

Also, it helps you to manage billing hours, SLA, remaining support time for the customer.

Nachteile

The only thing i can think of is Perl: in a world where all the new programmers come with a web background using JavaScript and other modern technologies, OTRS make it difficult for these kind of programmers to work, but any competent sysadmin can help.

Vorteile

the ability to track a tickets journey from start to resolution

Nachteile

some of the terminoligy in the system configuration isn't very user friendly

Vorteile

As both a user and an administrator of the software i found the following in my last year of using the software :

Ease of use
Flexibility
Easy customization
Open Source
Powerful Tools

Nachteile

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :

Convoluted Process management
SLA administration cumbersome to use and config
Lacking a few features out of the box

Vorteile

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

Nachteile

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

Vorteile

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Vorteile

Adaptability to agents organization and processes.
ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Nachteile

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)

Vorteile

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Nachteile

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.

Vorteile

Highly robust, runs on All popular platforms like windows server, Linux etc
Light to client performs really well over LAN and WAN
Excellent value for money compared to other products in its category

Nachteile

Requires some Training in order to tweak any of the under the hood features
Generating reports is a little weak compared to leading industry products

Vorteile

1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander

Nachteile

1. Outdated design
2. No mobile app
3. Relatively complex integration through web services