--- description: Tudo sobre OTRS: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários graças à Capterra Portugal. Saiba mais! image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: OTRS - Preço, avaliações e classificação - Capterra Portugal 2026 --- Breadcrumb: [Home](/) > [Sistemas de Help Desk](/directory/30008/help-desk/software) > [OTRS](/software/127284/otrs) # OTRS Canonical: https://www.capterra.pt/software/127284/otrs Page: 1 / 5\ Seguinte: [Next page](https://www.capterra.pt/software/127284/otrs?page=2) > Suíte de gerenciamento de serviços gerenciados que inclui tíquetes, automação e notificação de fluxo de trabalho para ITSM, atendimento ao cliente e segurança. > > Verdict: Rated **4.4/5** by 96 users. Top-rated for **Probabilidade de recomendação**. ----- ## Resumo ### Quem usa OTRS? Como uma suíte de gerenciamento de serviços, o OTRS é tradicionalmente usado por suporte técnico, organizações ITSM, equipes de segurança empresarial e equipes de atendimento ao cliente. ## Quick Stats & Ratings | Metric | Classificação | Detail | | **Geral** | **4.4/5** | 96 Avaliações | | Praticidade | 4.2/5 | Based on overall reviews | | Suporte ao cliente | 4.3/5 | Based on overall reviews | | Relação qualidade/preço | 4.5/5 | Based on overall reviews | | Recursos | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Probabilidade de recomendação) | ## Sobre o fornecedor - **Empresa**: OTRS - **Location**: Cupertino, EUA - **Founded**: 2003 ## Commercial Context - **Target Audience**: 2 - 10, 11 - 50, 51 - 200, 201 - 500, 501 - 1 000, 1 001 - 5 000, 5 001 - 10 000, 10 000+ - **Deployment & Platforms**: Nuvem, SaaS, baseado na web, Windows (local), Linux (local), Android (celular), iPhone (celular), iPad (tablet) - **Idiomas**: alemão, búlgaro, catalão, checo, chinês, chinês tradicional, coreano, croata, dinamarquês, eslovaco, esloveno, espanhol, estónio, finlandês, francês, galego, grego, hebraico, hindi, húngaro, indonésio, inglês, italiano, japonês, letão, lituano, malaio, neerlandês, norueguês, polaco, português, português do Brasil, português europeu, romeno, russo, sueco, tailandês, turco, ucraniano, vietnamita, árabe - **Available Countries**: Alemanha, Argentina, Austrália, Brasil, Bélgica, Canadá, Chile, Colômbia, Costa Rica, Emirados Árabes Unidos, Equador, Espanha, Estados Unidos, França, Irlanda, Israel, Itália, Luxemburgo, México, Nova Zelândia and 10 more ## Recursos - Alertas/notificações - Alerts/Escalation - Análise de dados - Auditoria de problemas - Automação dos processos comerciais - Banco de dados do cliente - Catalog Management - Comunicação multicanal - Configuration Management Database (CMDB) - Configuração do fluxo de trabalho - Controle do processo de aprovação - Controles/permissões de acesso - Editor de rich text - Editor gráfico de fluxo de trabalho - Gerenciamento de configuração - Gerenciamento de tickets de suporte - Gerenciamento de usuários - Gestão da base de conhecimento - Gestão de ativos de TI - Gestão de atribuições - Gestão de caixa de entrada - Gestão de conformidade - Gestão de contratos e licenças - Gestão de estoques - Gestão de filas - Gestão de formulários - Gestão de incidentes - Gestão de lançamento - Gestão de mudanças - Gestão de tarefas - Gestão de tíquetes - Gestão do SLA (acordo do nível de serviço) - Gestão do conhecimento - Gestão do fluxo de trabalho - Imagem de marca personalizável - Macros e modelos de respostas - Modelos personalizáveis - Painel - Painel de atividades - Permissões por função - Pesquisa de texto completo - Pesquisa e filtro - Portal de autoatendimento - Priorização - Questionários e feedback - Rastreamento de recursos - Relatórios e análise de dados - Relatórios e estatística - Roteamento automático - Suporte do cliente ... and 3 more features ## Integrations (10 total) - Bugzilla - Confluence - Dynamics 365 - GitLab - Icinga - Jira - Microsoft Teams - ServiceNow - Slack - baramundi Management Suite ## Opções de suporte - Email/Help Desk - FAQs/Fórum - Base de conhecimento - Suporte por telefone - Assistência 24/7 - Bate-papo ## Category - [Sistemas de Help Desk](https://www.capterra.pt/directory/30008/help-desk/software) ## Categorias relacionadas - [Sistemas de Help Desk](https://www.capterra.pt/directory/30008/help-desk/software) - [Programas de Serviço de TI](https://www.capterra.pt/directory/30672/it-service/software) - [Sistemas de Monitoramento de Problemas](https://www.capterra.pt/directory/30675/issue-tracking/software) - [Software ITSM](https://www.capterra.pt/directory/30676/itsm/software) - [Sistemas de Service Desk](https://www.capterra.pt/directory/31027/service-desk/software) ## Alternativas 1. [Freshdesk](https://www.capterra.pt/software/124981/freshdesk) — 4.5/5 (3410 reviews) 2. [Freshservice](https://www.capterra.pt/software/132997/freshservice) — 4.5/5 (687 reviews) 3. [Zendesk Suite](https://www.capterra.pt/software/164283/zendesk) — 4.4/5 (4076 reviews) 4. [Milvus](https://www.capterra.pt/software/202528/milvus) — 4.8/5 (298 reviews) 5. [LiveAgent](https://www.capterra.pt/software/102188/liveagent) — 4.7/5 (1755 reviews) ## Avaliações ### "I appreciate all the features that make my work easier." — 5.0/5 > **Allison** | *18 de fevereiro de 2026* | Semicondutores | Recommendation rating: 10.0/10 > > **Vantagens**: Since I started using OTRS, what impressed me most is that it's not just a shared email inbox; it's a complete ticketing and help desk system where all requests are received in an organized manner, prioritized, and managed with clear statuses, assignments, and follow-ups. Every time a request arrives, OTRS converts it into a ticket with a unique ID, probably the most useful feature for preventing anything from getting lost or duplicated. This ensures nothing is forgotten and allows for accurate workflow tracking. For our team, this is a huge relief: increased productivity and less monotony. Its price is commensurate with its quality and value, guaranteeing the security of all stored information and an efficient customer support team. > > **Desvantagens**: It has a steep learning curve; it's not one of those systems you just "turn on and go." It takes time to understand how its workflows work and configure it properly, but it's a learning curve worth taking on the challenge of mastering all its features. > > Each ticket is managed precisely, and I can automate almost everything, maintaining perfect order without duplicate or unmanaged information that could be forgotten. ----- ### "OTRS is great for small to midsize businesses" — 5.0/5 > **Alan** | *9 de outubro de 2020* | Serviços e tecnologia da informação | Recommendation rating: 10.0/10 > > **Vantagens**: 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. > > **Desvantagens**: The support is little to non-existent but that is expected with the free tier. > > It's a great daily ticket email system. ----- ### "Helpdesk solution that need help to use it" — 3.0/5 > **Nicolas** | *19 de janeiro de 2025* | Serviços e tecnologia da informação | Recommendation rating: 7.0/10 > > **Vantagens**: exist in community edition or pro. Easy to found information to help in use. > > **Desvantagens**: not easy to use and maybe too option for small company > > Used it about 2 years for offer support in small company ----- ### "Moved from community edition to cloud seamlessly - a very capable tool with a reasonable price point" — 5.0/5 > **Justin** | *13 de janeiro de 2025* | Gestão da educação | Recommendation rating: 9.0/10 > > **Vantagens**: A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive. > > **Desvantagens**: The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1. > > Used the community edition since version 3 and eventually made the move to the cloud product where we don't have to host it ourselves. That has increased performance and the migration was seemless. ----- ### "Excellent workflow management software" — 5.0/5 > **Ethan** | *23 de outubro de 2023* | Serviços e tecnologia da informação | Recommendation rating: 10.0/10 > > **Vantagens**: OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs. > > **Desvantagens**: I have not experienced performance downtimes since deployment. > > The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers. ----- Page: 1 / 5\ Seguinte: [Next page](https://www.capterra.pt/software/127284/otrs?page=2) ## Links - [View on Capterra](https://www.capterra.pt/software/127284/otrs) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data