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About OTRS

OTRS is a comprehensive service management software that helps businesses improve their customer service quality in an efficient manner. With this software, users can quickly channelise and prioritise the received requests from individual customers and get those fulfilled within time. The software also lets customers get a clear overview of how long it will take for companies to resolve their problems by checking on ticket wise statuses. OTRS lets companies’ employees and teams balance their workload and deliver high-quality service on time. It comes with customised templates that can be used to deliver accurate answers in real-time. In addition, the software can also be used to improve self-service support by adding complete and up-to-date FAQs as well as chat functions within integrated video guides. Automated reports generated by the software helps businesses to get a clear overview of monitoring the request processing time and enhance their service quality levels accordingly. Moreover, OTRS also helps to reduce service delivery errors by making sure that the agents have included all the important information within the solution email.

Screenshots & Videos

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Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read More
    97%
  • Reviews
    77%
  • Momentum
    63%
  • Popularity
    83%

Platforms Supported

  • Browser Based (Cloud)
  • Mobile App (Android, iOS)
  • Desktop App (Windows)

Organization Types Supported

  • All (Small, Medium, Large)

API Support

  • Available

Modes of Support

  • 24/7 (Live rep), Business Hours, Online

OTRS Awards

OTRS Features

Help Desk Features

  • Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read More
    97%

Unique Features

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Standard Features

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Document Storage

Helps in storing the documents electronically and in a systematic way

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

OTRS Pricing

Free Trial

Not available

Pricing Options

Premium Plans ( Quotation Based )

Pricing Plans

Screenshots of Vendor Pricing Page

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Disclaimer: The pricing details were last updated on 15/02/2023 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about OTRS Pricing.

OTRS Alternatives

View All OTRS Alternatives

OTRS Reviews

User Rating

4.1/5 (Based on 90 Ratings)

Ratings Distribution

  • Excellent

    63.3%
  • Very Good

    24.4%
  • Average

    8.9%
  • Poor

    1.1%
  • Terrible

    2.2%

Do You Use OTRS?

Write a Review

Review Summary

OTRS is a popular customer service software that receives mixed reviews from users. While some users praise its comprehensive features and customization options, others criticize its complexity and lack of user-friendliness. Many users find the software's interface outdated and difficult to navigate, and some report experiencing technical issues and bugs. However, those who appreciate OTRS's powerful functionality and the ability to tailor it to their specific needs often remain loyal customers.

Pros

  • Opensource ticketing system with a large community for support.
  • Customizable and flexible to fit specific business needs.
  • Scalable to handle a high volume of support tickets.

Cons

  • Can be complex to set up and configure.
  • Limited reporting and analytics capabilities.
  • Not as userfriendly as some other ticketing systems.

OTRS User Reviews

AI-Generated from the text of User Reviews

Videos on OTRS

OTRS Screenshots

OTRS FAQs

What is OTRS used for?

OTRS is Help Desk Software. OTRS offers the following functionalities:

  • Incident Management
  • Social Media Integration
  • Multi-Channel Communication
  • Macros (Templated Responses)
  • Customizable Branding
  • Ticket Management
  • Surveys & Feedback
  • Known Issue Management
  • Knowledge Base
  • Contract (SLA Management)
  • Automated Routing
  • Alerts (Escalation)
  • Self Service Portal
  • Live Chat

Learn more about OTRS features.

What are the top alternatives for OTRS?

Does OTRS provide API?

Yes, OTRS provides API.

OTRS Contact

Vendor Details

Oberursel, Germany Founded : 2003

Contact Details

+49 6172 681988-0

https://otrs.com/otrs-solutions/customer-service/

Social Media Handles

Grid Report for OTRS

Customers

bemol
Polk County
Salvagnini
Shiloh Baptist Church
Emapta
VIOSYS
PFM
Bru
efcom
Livit

OTRS Integrations

Disclaimer

This research is curated from diverse authoritative sources; feel free to share your feedback at feedback@saasworthy.com

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