Overview
Product Information on OTRS
What is OTRS?
OTRS Pricing
Overall experience with OTRS
“One of the best ITSM tool for your company. Great for ticket and process management.”
“Average ITSM solution with okay workflows”
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IT Service Management Platforms
About Company
Company Description
EasyVista is an IT software provider of end-to-end IT solutions including service management, remote support, IT monitoring, and self-healing technologies. EasyVista makes it easy for companies to embrace a customer-focused, proactive, and predictive approach to their IT service, support, and IT operations. Today, EasyVista helps over 3,000+ companies around the world to accelerate digital transformation, empower leaders to improve employee productivity, reduce operating costs, and increase employee and customer satisfaction across financial services, healthcare, education, manufacturing, and other industries.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: OTRS
Deciding Factors: OTRS Vs. Market Average
Performance of OTRS Across Market Features
OTRS Likes & Dislikes
Customization of flows related to our custom corporate processes
OTRS is a prime example of integrating ITIL practices into an IT service management software. It runs on Linux and thus easlily runs on 2 CPU cores (and would probably run fine on 1 core as well).
We were already using its predecessor (OTRS-Free and CE), so familiarity was a major deciding factor. The best feature is its customization options. We implemented a lot of custom features in our ticketing system to make our work easier.
At an early view, it is not so easy to understand but once you acquire the mechanics everything becomes smooth to configure and match your business needs. And don't forget the technical support.
OTRS is not very intuitive to use. The UI is looking quite old and you often lose track of where is what. In my opinion, you shouldn't spend 10 minutes to find what you're looking for, either within the UI or through forums. Also, OTRS is pretty much stuck to ITIL practices and not very flexible in the way its handling day-to-day workflows.
Convoluted dependencies, lot of PERL modules and the Mojolicius WS is a bit hard to work with.
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Peer Discussions
OTRS Reviews and Ratings
- IT Specialist<50M USDIT ServicesReview Source
One of the best ITSM tool for your company. Great for ticket and process management.
Great ITSM platform, a real help to track workflow activities and tickets management - IT Associate<50M USDBankingReview Source
Familiarity and Customization Highlighted as Key Benefits of This ITSM System
Smooth and easy-to-use ITSM system. We don't use most of the advanced features it has, but OTRS works great for simple workflows. - Sys Admin50M-1B USDManufacturingReview Source
Free Community Edition Delivers Robust Ticketing System
Free version for community edition, good web interface and service delivery, perfect for ticketing system - IT Services Associate50M-1B USDIT ServicesReview Source
Smart Tool and User Friendly
This agent portal is the one of the best open source Ticketing Tool that i have used there are different modules to choose also so protective and security tool - IT Service Manager<50M USDManufacturingReview Source
Perfect system to advance ITSM in the company
The service an support works smoothly via the service provider's ticket system. Best practices are provided and every use case of the customer is implemented in the best way possible. Furthermore, the processing of a ticket is fast and the feedback is prompt.