OTRS Overview
Here’s the scoop on OTRS! We've gathered over 1372 insights from folks who use it, and know it inside out—from peer reviews to customer testimonials and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
OTRS, Azuredesk, Jitbit Helpdesk, CRMdesk, BMC Helix ITSM, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.
Do you need to check if OTRS is right for your needs? Our Cuspera AI engine can evaluate how OTRS fits your specific business needs, industry, and context. Get your personalized assessment report today.
OTRS supports business activities such as:
- Helpdesk Management
- Knowledge Management
- Workflow Management
- Communication Management
- Engagement Management
OTRS can help you with many business goals, such as Enhance Customer Relationships, Scale Best Practices, Acquire Customers, Improve Internal Communications, Improve Efficiency, etc. It can help manage these activities if you use E-Mail and Display Advertisement for these needs. As a solution, OTRS's capabilities include Ticketing, Personalization, Alerts: Popups & Notifications, etc.
OTRS Information Technology and Services Vertical is its biggest customer base.
Reviews
"...They were not taken care of in time, there was no statistical registry of failures that could then be used to make decisions that improve the performance of the computer equipment as well as the help desk team...." Peer review by Simón Bernabé G, Operador de Servidores
Cuspera Reviews
11 buyers and buying teams have used Cuspera to assess how well OTRS solved their Help Desk needs. Cuspera uses 1372 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.
Business Priorities
Enhance Customer Relationships and Scale Best Practices are the most popular business priorities peers achieved using OTRS.
Use Cases
Peers recommend Helpdesk Management , Knowledge Management , Workflow Management , as the business use cases that they have been most satisfied while using OTRS.
Read Peer Reviews and Expert Experience for Business Use Cases
| BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
|---|---|---|
| Helpdesk Management |
4.96/5 ★ |
"...They were not taken care of in time, there was no statistical registry of failures that could then be used to make decisions that improve the performance of the computer equipment as well as the help desk team...." Peer review by Simón Bernabé G, Operador de Servidores |
| Knowledge Management |
4.80/5 ★ |
"...This solid basis is complemented by the know-how of the OTRS Group knowledge gained from years of implementing security-related projects and an extensive best practices understanding. ..." STORM The IT Security Management System |
| creating knowledge base |
3.30/5 ★ |
"...This solid basis is complemented by the know-how of the OTRS Group knowledge gained from years of implementing security-related projects and an extensive best practices understanding. ..." STORM The IT Security Management System |
| Workflow Management |
4.88/5 ★ |
"...Workflow automation...." STORM The IT Security Management System |
| PEER EXPERIENCES | |
|---|---|
| Helpdesk Management |
4.96/5 ★ |
"...They were not taken care of in time, there was no statistical registry of failures that could then be used to make decisions that improve the performance of the computer equipment as well as the help desk team...." Peer review by Simón Bernabé G, Operador de Servidores |
|
| Knowledge Management |
4.80/5 ★ |
"...This solid basis is complemented by the know-how of the OTRS Group knowledge gained from years of implementing security-related projects and an extensive best practices understanding. ..." STORM The IT Security Management System |
|
| creating knowledge base |
4.80/5 ★ |
| Workflow Management |
4.88/5 ★ |
"...Workflow automation...." STORM The IT Security Management System |
|
26+ more Business Use Cases
Our AI advisor, Wyz, harnessed 1372 insights from peers and experts to help you assess how these OTRS use cases fit your Help Desk needs.
Frequently Asked Questions(FAQ)
for OTRS
What is OTRS used for?
What are the top features of OTRS?
Who uses OTRS?
What are OTRS alternatives?
Where is OTRS located?
Popular Business Setting
for OTRS
Top Industries
- Information Technology and Services
- Computer Software
- Consumer Goods
Popular in
- Large Enterprise
- Enterprise
- Small Business
Peers used OTRS to Enhance customer relationships and Scale best practices
OTRS Alternatives
Peer and Expert Opinion on Features
for OTRS
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (170) |
| Personalization | Read Reviews (37) |
| Alerts: popups & Notifications | Read Reviews (20) |
| Feedback surveys | Read Reviews (16) |
| Templates | Read Reviews (13) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (170) |
| Personalization | Read Reviews (37) |
| Alerts: popups & Notifications | Read Reviews (20) |
| Feedback surveys | Read Reviews (16) |
| Templates | Read Reviews (13) |
IT and Other Capabilities
for OTRS
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Import | Read Reviews (72) |
| Data Export | Read Reviews (57) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Import | Read Reviews (72) |
| Data Export | Read Reviews (57) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (7) |
| Chat Support | Read Reviews (9) |
| 24/7 Support | Read Reviews (210) |
| Email Support | Read Reviews (16) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Phone Support | Read Reviews (7) |
| Chat Support | Read Reviews (9) |
| 24/7 Support | Read Reviews (210) |
| Email Support | Read Reviews (16) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| Analytics | Read Reviews (53) |
| Custom Reports | Read Reviews (170) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| Analytics | Read Reviews (53) |
| Custom Reports | Read Reviews (170) |
Software Failure Risk Guidance
?for OTRS
Overall Risk Meter
Top Failure Risks for OTRS
Vendor Profile Details
Company Name
OTRS
Company Website
https://otrs.com/HQ Location
Oberursel
Employees
51-100
Social
Financials
IPO
Get a personalised risk report for OTRS
See Sample Risk ReportTell us more about yourself so that we can personalise incidents for your location, industry etc.
Connect to vendor request
OTRS may get in touch with you regarding your request.
Request Custom Quote
OTRS will get in touch with you regarding your request.