--- description: Review of OTRS Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: OTRS | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Manufacturing CRM Software](/directory/3825/manufacturing/software) > [OTRS](/software/75465/otrs) # OTRS Canonical: https://www.softwareadvice.com.au/software/75465/otrs Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.com.au/software/75465/otrs?page=2) > OTRS help desk is a service management solution that connects teams and businesses with customers through structured communication, automated workflows, comprehensive customer, equipment, asset and location data (CMDB), detailed reporting, an extensive knowledge base and multi-channel communication. OTRS enhances satisfaction in any area of business, such as IT, customer support, security, HR or the office. The solution offers a wide array of features designed to enhance efficiency and streamline operations. It allows teams to create custom service catalogs, categorize customers, and generate tailored reports, ensuring that specific needs are met with precision. Additionally, communication is automated both internally and externally, facilitating seamless interactions with coworkers and customers. OTRS includes built-in role and authorization management tools, enabling the assignment of tickets to the appropriate individuals and teams. Multiple reports can be generated to analyze the performance of individuals, teams, or assets, providing valuable insights for continuous improvement. Workflow automation tools further enhance productivity, while service level agreements (SLAs), escalation management, and a comprehensive CMDB ensure that service delivery is both timely and effective. Additionally, the use of calendaring keeps resources organized and on task, promoting a structured and efficient work environment. > > Verdict: Rated **4.4/5** by 96 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.4/5** | 96 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.5/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: OTRS - **Location**: Cupertino, US - **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**: Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, European Portuguese, Finnish, French, Galician, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese - **Available Countries**: Argentina, Australia, Belgium, Brazil, Canada, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, France, Germany, Ireland, Israel, Italy, Luxembourg, Mexico, Netherlands, New Zealand, Panama and 10 more ## Features - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Analytics - Approval Process Control - Asset Tracking - Assignment Management - Automated Routing - Availability Management - Business Process Automation - CMDB - Calendar Management - Catalog Management - Change Management - Chat/Messaging - Client Portal - Commenting/Notes ## Integrations (10 total) - Bugzilla - Confluence - Dynamics 365 - GitLab - Icinga - Jira - Microsoft Teams - ServiceNow - Slack - baramundi Management Suite ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Manufacturing CRM Software](https://www.softwareadvice.com.au/directory/3825/manufacturing/software) ## Related Categories - [Manufacturing CRM Software](https://www.softwareadvice.com.au/directory/3825/manufacturing/software) - [Auto Dealership CRM Software](https://www.softwareadvice.com.au/directory/3171/dealership/software) - [Help Desk Software](https://www.softwareadvice.com.au/directory/4160/help-desk/software) - [Gaming and Casino CRM Software](https://www.softwareadvice.com.au/directory/340/gaming-casino-crm/software) - [CRM for Startups Software](https://www.softwareadvice.com.au/directory/3235/startup/software) ## Alternatives 1. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 2. [Freshdesk](https://www.softwareadvice.com.au/software/110247/freshdesk) — 4.5/5 (3409 reviews) 3. [Milvus](https://www.softwareadvice.com.au/software/246233/milvus) — 4.8/5 (298 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1753 reviews) 5. [Zoho Desk](https://www.softwareadvice.com.au/software/393877/zoho-desk) — 4.5/5 (2211 reviews) ## Reviews ### "Pretty decent, but it does have a few flaws" — 4.0/5 > **Annie** | *5 July 2018* | Luxury Goods & Jewelry | Recommendation rating: 10.0/10 > > **Pros**: 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. > > **Cons**: Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years > > IT Asset Management got easy for us. Thank you for coming up with this application ----- ### "Its a great and efficient tool for someone in the service desk" — 5.0/5 > **Lindson** | *3 July 2018* | Machinery | Recommendation rating: 10.0/10 > > **Pros**: 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. > > **Cons**: none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now. > > We use it as our primary ticketing tool ----- ### "Open source ITSM tool" — 3.0/5 > **Verified Reviewer** | *14 September 2022* | Information Technology & Services | Recommendation rating: 2.0/10 > > **Pros**: Once you had it configured, the ticketing functionality worked well. > > **Cons**: The user portal was not user friendly at all, it created a lot of desafection with the users. The learning curve was too high for deployment and configuring any functionality or module. > > It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration ----- ### "Powerful Tool for Ticket Management" — 4.0/5 > **Abhishek** | *3 November 2023* | Accounting | Recommendation rating: 8.0/10 > > **Pros**: Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue. > > **Cons**: Can't handle multiple ticket at same time its slow down or Crashed. > > Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective. ----- ### "Good Experience" — 4.0/5 > **Martina** | *29 December 2023* | Photography | Recommendation rating: 7.0/10 > > **Pros**: The processing of a ticket is a really fast process, and has the main features required to provide customers support. > > **Cons**: OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you. ----- Page: 1 / 5\ Next: [Next page](https://www.softwareadvice.com.au/software/75465/otrs?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/75465/otrs) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data