OTRS

OTRS - Seu Melhor Amigo no Trabalho

Comentários: Atualmente 90% da empresa utiliza o sistema para todos os produtos e funcionalidades

Vantagens:

Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas

Desvantagens:

Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente

Its a great and efficient tool for someone in the service desk

Comentários: We use it as our primary ticketing tool

Vantagens:

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.

Desvantagens:

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

Very customizeable, professional service management software

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Good, but the community version was discontinued

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

Vantagens:

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

Desvantagens:

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

Best IT ticket handling

Vantagens:

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

Desvantagens:

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

Comentários: The way we can centralize everything on it is real a benefit.

Vantagens:

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.

Desvantagens:

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.

Pretty decent, but it does have a few flaws

Comentários: IT Asset Management got easy for us. Thank you for coming up with this application

Vantagens:

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.

Desvantagens:

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

Flexible and powerful helpdesk and service desk solution

Comentários: 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.

Vantagens:

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

Desvantagens:

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

OTRS - Recommended Open source Ticketing System available in market

Comentários: - Internal operational efficiencies
- Improved business process agility
- Improved business process outcomes
- Improved customer relations/service

Vantagens:

- Deeply Integrate & implements ITIL process - Reports on SLA / Open vs closed and any other business requirement can be easily configured - Tickets : Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort.

Desvantagens:

- Need to create more UI themes , even though current are sufficient considering its free.

OTRS - Makes life easy

Comentários: We can manage everything better with tools like OTRS so go give it a try. They offer free demo too.

Vantagens:

- 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.

Desvantagens:

- 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.

There are better Systems

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

Vantagens:

It is pretty cheap and does what is intended for.

Desvantagens:

not very flexible. many aspects are missing.

Feedback and the Support Received

Comentários: 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.

Vantagens:

the ability to track a tickets journey from start to resolution

Desvantagens:

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

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Comentários: Helps to control helpdesk and service functions across our organisation

Vantagens:

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

Desvantagens:

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

Great Service Desk ticketing Solution

Vantagens:

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.

Desvantagens:

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Better than Remedy

Comentários: Change Management and incidents are easy to manage with this tool

Vantagens:

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

Desvantagens:

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Great and Simple Ticketing Tool

Vantagens:

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

Desvantagens:

I did not find any cons regarding OTRS.

OTRS has outstanding functionalities, usability

Comentários: OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Vantagens:

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Desvantagens:

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Account Receivable Team is more efficient

Comentários: Efficient tracking of requests in the form of tickets

Vantagens:

After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

Desvantagens:

I don't believe there are anything negative about OTRS. The display interface could be a little better

Best Ticketing Tool ever

Comentários: Speed and efficiency

Vantagens:

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

Desvantagens:

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Great Application and Great Features

Comentários: Customer Satisfaction increased by 80%

Vantagens:

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

Desvantagens:

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

OTRS review

Vantagens:

Great amount of features and easy way to configure almost everything

Desvantagens:

It takes time to set up and configure till running state

Great Product and great Features

Comentários: Efficiency

Vantagens:

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

Desvantagens:

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

useful tool for customer support

Vantagens:

it helps our business to manage customer interactions in a simple but effective way

Desvantagens:

i would like to have more tools to automate repetitive tasks

Powerful Tool for Ticket Management

Comentários: Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.

Vantagens:

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Desvantagens:

Can't handle multiple ticket at same time its slow down or Crashed.

easy tracking on the logged issues and reporting

Vantagens:

can be configured as required and the escalation and tracking is easier

Desvantagens:

sometimes it is slow when uploading attachments and duplicated when replied with email