About OTRS
OTRS is a solution desk that can be used to support nearly any team in your company. It brings together all of the tools that make service management successful, including:
- ticketing,
- calendaring,
- CMDB,
- process management,
- reporting,
- multiple channels for customer access,
- knowledge base,
- service catalog and more.
Your teams have all the information and workflows they need right at their fingertips so that they can offer seamless service and build customer satisfaction. Customers love the self-service options that are available through an external portal: You can share knowledge base articles, informational pages and allow them to send requests right to your team.
The OTRS service management solution was awarded the SERVIEW CERTIFIED TOOL seal of approval.
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Pricing
Pricing Details:
Based upon needs. Contact sales@otrs.com for a quote.
Free Trial:
Free Trial available.
Integrations
Company Information
OTRS Group
Founded: 2003
Germany
www.otrs.com
Videos and Screen Captures
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Product Details
Platforms Supported
Cloud
Training
Documentation
Live Online
In Person
Support
Phone Support
24/7 Live Support
Online
OTRS Frequently Asked Questions
Q: What kinds of users and organization types does OTRS work with?
OTRS works with these users and organization types: Mid Size Business and Government.
Q: What languages does OTRS support in their product?
OTRS supports these languages: English.
Q: What kind of support options does OTRS offer?
OTRS offers support via phone support, 24/7 live support, and online.
Q: What other applications or services does OTRS integrate with?
OTRS integrates with: Conectys, Help Desk Migration, Inserve, Jira Work Management, Netdata, openITCOCKPIT, Opsview, Shift, Workativ, and Zero Incident Framework.
Q: What type of training does OTRS provide?
OTRS provides training in the form of documentation, live online, and in person.
Q: Does OTRS offer a free trial?
Yes, OTRS offers a free trial.
OTRS Product Features
Business Process Management
Access Controls / Permissions
Supported
Alerts / Notifications
Supported
Business Process Automation
Supported
Business Rules Management
Supported
Collaboration
Supported
Process Change Tracking
Supported
Process Mapping
Supported
Process Modeling & Design
Supported
Visual Workflow Management
Not Supported
Complaint Management
Case Management
Supported
Customer Complaint Tracking
Supported
Feedback Management
Supported
Forms Management
Supported
Issue Tracking
Supported
Routing
Supported
Self Service Portal
Supported
Survey Management
Supported
Complaint Classification
Not Supported
Corrective Actions (CAPA)
Not Supported
Quality Assurance Management
Not Supported
Social Media Monitoring
Not Supported
Field Service Management
Contact Database
Supported
Contract Management
Supported
Customer Database
Supported
Inventory Management
Supported
Mobile Access
Supported
Scheduling
Supported
Service History Tracking
Supported
Work Order Management
Supported
Billing & Invoicing
Not Supported
Dispatch Management
Not Supported
Electronic Signature
Not Supported
Payment Collection in the Field
Not Supported
Quotes / Estimates
Not Supported
Routing
Not Supported
Time Clock
Not Supported
Help Desk
Alerts / Escalation
Supported
Automated Routing
Supported
Customizable Branding
Supported
Email Integration
Supported
IT Asset Management
Supported
Incident Management
Supported
Interaction Tracking
Supported
Knowledge Base
Supported
Live Chat
Supported
Multi-Channel Communication
Supported
Multiple Brands / Products
Supported
Real-time Chat
Supported
Self Service Portal
Supported
Service Level Agreement (SLA) Management
Supported
Ticket Management
Supported
Community Forums
Not Supported
Document Storage
Not Supported
Known Issue Management
Not Supported
Network Monitoring
Not Supported
IT Service
Contract Management
Supported
IT Asset Management
Supported
Incident Management
Supported
Knowledge Management
Supported
Release Management
Supported
Self Service Portal
Supported
Service Catalog
Supported
Service Reporting
Supported
Ticket Management
Supported
ITSM
Asset Tracking
Supported
Availability Management
Supported
Change Management
Supported
Configuration Management
Supported
Contract/License Management
Supported
Dashboard
Supported
Incident Management
Supported
Problem Management
Supported
Release & Deployment Management
Supported
Self Service Portal
Supported
Project Management
Not Supported
Incident Management
Audit Trail
Supported
Incident Reporting
Supported
Task Management
Supported
Ticket Management
Supported
Corrective Actions (CAPA)
Not Supported
Disaster Recovery
Not Supported
IT Incident Management
Not Supported
OSHA Compliance
Not Supported
Root-Cause Diagnosis
Not Supported
Safety Management
Not Supported
Service Desk
CMDB
Supported
Change Management
Supported
IT Asset Management
Supported
Incident Management
Supported
Knowledge Base
Supported
Mobile Access
Supported
Procurement Management
Supported
SLA Management
Supported
Self Service Portal
Supported
Remote Control
Not Supported
Workflow Management
Access Controls/Permissions
Supported
Business Process Automation
Supported
Calendar Management
Supported
Configurable Workflow
Supported
Customizable Dashboard
Supported
Forms Management
Supported
Graphical Workflow Editor
Supported
Mobile Access
Supported
Task Management
Supported
Third Party Integrations
Supported
Workflow Configuration
Supported
Approval Process Control
Not Supported
Compliance Tracking
Not Supported
Document Management
Not Supported
No-Code
Not Supported
OTRS Additional Categories
OTRS Verified User Reviews
Write a Review-
Probability You Would Recommend? 8 out of 10
"Great! Open Source Version OTOBO" 5 out of 5 stars Posted 2022-02-15
Pros: I like that it has a lot of features, especially that you can automatically create tickets from emails.
You also have a lot of options for the frontend.Cons: No cons.
At first it's really hard, because the amount of functionality and settings is huge.Overall: Overall its really good. But I would advice you to take a look at OTOBO its based on OTRS and it is Open Source.
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