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OTRS est une solution ITSM (Information Technology Service Management) conforme à la norme ISO/IEC 27001 destinée aux services d'assistance, aux centres de service client et aux équipes de sécurité des entreprises. La solution...
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- Secteur d'activité : Enseignement supérieur
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Opensource framework with modern front-end and perl backend
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 OTRS
Thanks for taking time to share your experience, Omar.
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Very customizeable, professional service management software
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 OTRS
Thank you for reviewing OTRS. We appreciate your thoughts and comments.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
OTRS is the best Ticket Managing Tool.
Avantages
By offering a more effective and responsive service, OTRS can assist businesses in increasing customer satisfaction. Employees and clients can receive helpdesk services from OTRS, including question and issue resolution.
Inconvénients
Commercial support for OTRS can be pricey, particularly for small businesses. On big systems, OTRS can be sluggish and unresponsive.
Réponse de OTRS
Thanks for your input, Prakruti. I'll share your input on responsiveness with our team.
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- Secteur d'activité : Administration publique
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Good, but the community version was discontinued
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 OTRS
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.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
OTRS is a Ticket to Success
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 OTRS
Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.

- Secteur d'activité : Bijoux et produits de luxe
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Pretty decent, but it does have a few flaws
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 OTRS
We're glad that it's helped with your IT Asset Management efforts. Thanks for taking time to share the review.

- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant Essai gratuit
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Provenance de l'avis
Customer Service and Helpdesk operation with efficient ticketing solution
My Overall experience with OTRS is good ,its customizable ticketing system , very easy to use.
Avantages
OTRS is customizable ticketing system, automation features and robust reporting tools that streamline customers service operation.
Inconvénients
OTRS challenging due to its complex configuration, outdated interface design and limited community
Réponse de OTRS
Thanks for taking time to share your input, Ashish. One thing we've been working on to simplify configuration is to create pre-configured options for ITSM, HR, Office and Service/Support. The aim of these is to help teams get up and running more easily. Thanks again!
- Secteur d'activité : Enseignement supérieur
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
OTRS : Good Tool For Ticket Management and also Low Cost.
Experience with OTRS is great. It is very helpful for small organisations.
Avantages
It having great flexible features for small and medium SMEs. It is an open source or cloud based wall.
Inconvénients
It having more complex configurations. It having limited features because of low cost.
Réponse de OTRS
Thanks for taking time to share your thoughts. I'm glad to hear that OTRS is working well for you. Just one clarification note: ((OTRS)) Community Edition is open source. The modern professional solution, OTRS, is not.
- Secteur d'activité : Appareils médicaux
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé toutes les semaines pendant 6 à 12 mois
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Provenance de l'avis
"OTRS is an excellent service management solution."
Avantages
Service management monitoring goes very well with this application. Encryption and access control, along with highly supportive customer service adds a plus point to this solution.
Inconvénients
It needs technical skills to use it on large scale.
Réponse de OTRS
We appreciate your review and are glad to hear OTRS has been working well for you.
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
OTRS has been a fabulous tool for tracking customer interactions
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 OTRS
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
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
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 OTRS
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.
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.
Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.
Avantages
Adaptability to agents organization and processes.
ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.
Inconvénients
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)
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 11–50 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Flexible and powerful helpdesk and service desk solution
My experience in using OTPs is more than 10 years. OTP successfully solves the problems of automating IT services, integrated customer support services. We also successfully use OTPS for the implementation of HR processes.
Avantages
1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander
Inconvénients
1. Outdated design
2. No mobile app
3. Relatively complex integration through web services
Réponse de OTRS
Very much appreciate the feedback. We hope you'll keep an eye out in Q4 for design changes.
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Better than Remedy
Change Management and incidents are easy to manage with this tool
Avantages
This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured
Inconvénients
There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system
Réponse de OTRS
Hi Binu. We're glad to hear that the process workflows are helping out. Thanks for taking time to review OTRS.
- Secteur d'activité : Télécommunications
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
OTRS - Makes life easy
We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.
Avantages
- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are.
- You can customize your own process and according to you Ex – standard time to meet the SLA
- The support team is available 24/7 for help and with every new update.
Inconvénients
- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.
Réponse de OTRS
Thanks so much for sharing your thoughts. We appreciate it.
- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Great to tailor to a good ITSM tool, after a first learning curve one can be efficient
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 OTRS
Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk
Avantages
Is very flexible, adaptive to almost every kind of organization.
Easy for users.
Many features available where to pick the more suitable for your needs
Inconvénients
Quite complex the administration, especially when is necessary to change the standard settings.
Some features are not easy to implement.
Réponse de OTRS
Thanks for taking time to review OTRS. Your thoughts are helpful to us.
- Secteur d'activité : Transport routier/ferroviaire
- Taille de l'entreprise : 5 001–10 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
otrs review
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 OTRS
We appreciate your input.
- Secteur d'activité : Services et technologies de l'information
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
A Very Economical Ticketing Tool
This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this.
We could develop all the required features in this and happy with the product.
Réponse de OTRS
Thank you very much for your review.

- Secteur d'activité : Biotechnologie
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
ITs an amazing OpenSource Application that can be used as a ticketing Tool
Being in the IT Service Desk it helps me track all my Tickets
Avantages
We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS
Inconvénients
As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface.
Réponse de OTRS
Thanks for your review, Mukhtiyar. Your thoughts are appreciated.
- Secteur d'activité : Hôpitaux et soins de santé
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Awesome Ticketing Tool
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 OTRS
Thanks for taking time to review, Pam. Glad to hear it's going well for you.

- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
Great Ticketing Tool
Avantages
I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell.
Inconvénients
This is an open source tool, so you get what you pay for. I did not find any other negative points.
Réponse de OTRS
Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS.

- Secteur d'activité : Services financiers
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé tous les jours pendant plus d'un an
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Provenance de l'avis
OTRS an Amazing Tool - Easy and Efficient
Problem Management tickets were easy to track
Avantages
Easy to configure and Easy to implement. One of the best applications to track incidents and change requests
Inconvénients
I have never had a negative experience while using OTRS
Réponse de OTRS
Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!
- Secteur d'activité : Gestion de l'enseignement
- Taille de l'entreprise : 1 001–5 000 employés
- Logiciel utilisé Autre pendant 6 à 12 mois
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Provenance de l'avis
Excellent Ticketing System
Overall, I had a really great experience with this program and would definitely recommend this program.
Avantages
I'm currently using the OTRS-6 system for submitting work order tickets. Before using this system, I would submit a work order and the response time was slow. There was no way that I would have known whether or not the However when I submit a work order request under the OTRS-6 system, I immediately receive a confirmation email and the response time is pretty quick.
Inconvénients
The only con that I see with this program is that there was no user guide available; however, the program is pretty user-friendly.
Réponse de OTRS
Thank you for taking time to share your thoughts.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 2–10 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
OTRS is great for small to midsize businesses
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.
Alternatives envisagées
Zendesk SuitePourquoi passer à OTRS
It was free to get started and never cost unless you upgrade from Community edition.Réponse de OTRS
Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.