OTRS

Muy recomnedable, para dar seguimiento a las solicitudes de los colaboradores, y evitar el correo

Comentarios: 1. Bajaron los tiempos de respuesta a las solicitudes. 2. no se pierden las solicitudes. 3. Se sabe el tiempo que se llevo en solucionar los tickets. 4. Se emiten reportes.

Puntos a favor:

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

Contras:

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Good Experience

Puntos a favor:

The processing of a ticket is a really fast process, and has the main features required to provide customers support.

Contras:

OTRS is not much intuitive, so if you're looking for an easy to use software, this one isn't for you.

Best experience

Comentarios: The versatility and adaptability of the system and the system has a server to manage incidents in an optimal manner

Puntos a favor:

OTRS's ability to generate new processes and to change those that become obsolete within the system.

Contras:

many modifiable options causing confusion when have to fix a problem.clicking on several links to get on one path

Open source ITSM tool

Comentarios: It was very difficult to deploy OTRS, you need a very skilled team to achieve a minimum useful configuration

Puntos a favor:

Once you had it configured, the ticketing functionality worked well.

Contras:

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.

great tool for our business

Puntos a favor:

very easy to use and fast interface that helps to manage our business

Contras:

i don't like that sometime it is a bit slow

Keep track of all your support calls

Comentarios: The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Puntos a favor:

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Contras:

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

OTRS a complex tool for the creation of Tickets.

Comentarios: My experience with this tool is to be able to follow the requirements of our customers through the Tickets in OTRS.

Puntos a favor:

This tool complies with the necessary requirements to carry out ticket controls and cases attended. It is a very modifiable tool in relation to administration.

Contras:

In my case the disadvantages of this tool is that the user interface is very cumbersome and very unintuitive. The creation of the tickets is very complicated for me. It is necessary to have previous knowledge or to have received an induction to be able to use this tool.

Opensource framework with modern front-end and perl backend

Comentarios: Low-cost, scalabale solution that could handle multiple trouble ticket queues within one software context.

Puntos a favor:

Highly customizable. Perl backend "makes sense" and isn't opaque like some designs. It runs as a set of CGI, so that allows it to be wedged into most any webserver environment. We found it simple to run within an Apache / Linux environment.

Contras:

The CGI-based design is relatively inefficient and can be sluggish without making some optimizations on the webserver side -- mod_perl in our case (relatively complicated). Docs are a bit sparse, though customer service is responsive.

Pretty decent, but it does have a few flaws

Comentarios: IT Asset Management got easy for us. Thank you for coming up with this application

Puntos a favor:

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.

Contras:

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

Its a great and efficient tool for someone in the service desk

Comentarios: We use it as our primary ticketing tool

Puntos a favor:

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.

Contras:

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

ITs an amazing OpenSource Application that can be used as a ticketing Tool

Comentarios: Being in the IT Service Desk it helps me track all my Tickets

Puntos a favor:

We use it daily at the Service Desk. We can track Service Requests and Change Request very effectively. We can also implement ITIL based concepts on OTRS

Contras:

As many would agree, the GUI is very basic and could use some uplift. There are other tools in the market which has better interface.

OTRS is a Ticket to Success

Comentarios: OTRS helped our business to track the effectiveness of the customer support operation and helps in finding the areas of development.

Puntos a favor:

The best part about OTRS is it can be fully customizable, it is a flexible and scalable platform that can be personalized to meet the particular needs of a business.It can be easily integrated with other CRM Software.

Contras:

OTRS is complex for new users.OTRS is an open source platform where the vendor cannot provide official support which can be difficult.

Problem Solver

Puntos a favor:

OTRS offers different features that helps me go thoroughly and smoothly in my transactions with a minimum effort and maximum productivity. It is easy to navigate which is very helpful to me as a beginner. It organizes internal and external communication through clear structures. It literally solves my problem.

Contras:

As a beginner, I haven't encounter any trouble using this software.

OTRS a very good tool

Comentarios: OTRS is a very complete tool to keep records of tasks, problems or incidents in an orderly or concise manner. in the same way to keep a record of time and hours invested that is very useful in resolving incidents or customer cases.

Puntos a favor:

It is a very easy and simple tool, very useful to keep track of activities that are carried out internally or by a client.

Contras:

There are small sections that can be improved, such as the creation of combo boxes for items or sections to be broken down, but in general there are few changes

We use OTRS to register all the activities/pendencies. It is ease to use and intuitive as well.

Comentarios: The way we can centralize everything on it is real a benefit.

Puntos a favor:

The provided scalability really help us. As a new demand appears, we can set the software to fit to this new need. This is really a power way to work with software.

Contras:

When I send some e-mail to, which is related to some active ticket, the emails go agrupated, so for any new e-mail sent, all the previous text are rewritten. In some tickets, there are a lot of du- or tri or quadri-plicated emails. I know this is just something I can solve by deleting the text before sendind it to OTRS, but, it would be amazing if OTRS could append only the new text to the ticket.

Easy and Robust Software - Economical Ticketing Solution for any Organization

Comentarios: Cost effective Ticketing Software .

Puntos a favor:

This is an open source application and exactly the reason why we love it in our company. When every year the management cuts our budget, OTRS is a tool where we don't have too spend to much to get great features and also use it to address tickets and eventually delight our customers

Contras:

Vendor Support is something that I would expect to be a little better. For some changes they charge a lot

Very flexible system - easier to use than to configure

Comentarios: It helps us to administer our support tickets and create FAQ articles for them.

Puntos a favor:

The ease of use and flexibility are very valuable. Also it's open source and you can run it yourself would you wish to do so.

Contras:

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though. Managed hosting by OTRS is very expensive for teams with just a few members.

otrs review

Puntos a favor:

the most i liked about this software is it is a fastest communicating have best response with in sec which makes our daily usage more and give the best expirence in front and has the fastest resolution from the otrs tech team if any issues are given

Contras:

there only one dilike it doesnt have the productive analysis tool is it has the option it will make a best software in the filed

customization makes easy issue tracking

Puntos a favor:

can submit and track the customer queries easily and customization can be done as per the requirement. notes can be added and the owners can be assigned easily. SLAs can be set up for escalation

Contras:

sometimes it is low in performance and when replied via email for an otrs sent request it creates another duplicated ticket.

One of the best Ticketing System out there

Puntos a favor:

Being a part of the implementation and support team, OTRS is our daily thing it notifies us about the new assigned tickets, important followups, internal notes and provides a detailed history of all the past tickets, the power to use SQL queries to make personal filters to sort our tickets and an interactive dashboard.

Contras:

The tool is extremely powerful but the interface is not that interactive and one can miss many useful things just due to the lack of an interactive interface.

Very useful product

Puntos a favor:

Easy ticket management, high product customization possibilities. Possibility to create many types of reports.

Contras:

The CMDB section is just a container of information. It would be useful to have the ability to manage assets by setting thresholds on the age of the hardware to schedule the replacement.

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Comentarios: Helps to control helpdesk and service functions across our organisation

Puntos a favor:

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Contras:

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

Better than Remedy

Comentarios: Change Management and incidents are easy to manage with this tool

Puntos a favor:

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Contras:

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

Great and Simple Ticketing Tool

Puntos a favor:

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

Contras:

I did not find any cons regarding OTRS.

A Very Economical Ticketing Tool

Comentarios: This product is using from 3 years.We started from a trial version and later customized to meet our requirements.Its meeting almost all requirements,compared with highly paid other tolls.The major advantages are the unlimited number of agents and customers can create in this.
We could develop all the required features in this and happy with the product.