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OTRS - Prix
OTRS n'est pas disponible en version gratuite.
Produits similaires à OTRS
OTRS - Avis
Évaluation des fonctionnalités
- 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.
- 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.
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