OTRS

Avantages

Open source avec possibilité de mep nous-même nos propres features. Pas simple mais une fois le fonctionnement général compris c'est fonctionnel

Inconvénients

Il donne parfois l'impression d'être d'une autre époque. Son IHM est austère, les fonctionnalités sont minimalistes. Il est simple mais nettement suffissant pour le quotidien

Avantages

OTRS has been the primary unit for setting efficient customer service delivery system. It has created reliable collaboration infrastructure for better employee engagement.

Inconvénients

The quality of service and feature functionalities have complied with our policies.

Avantages

A better than average support tool for our service team. We use this as our core ticketing system and internal servicing tool. Started with the community edition - which was great quality for the price. Moved to the cloud version recently and have been impressed. All the standard features of a ticketing system are available. The license fee is reasonable and all-inclusive.

Inconvénients

The interface takes a little getting to used to at first. Our initial training time was longer than expected. Once users are proficient in the tool, it flows naturally - just takes longer to get started on day 1.

Avantages

exist in community edition or pro. Easy to found information to help in use.

Inconvénients

not easy to use and maybe too option for small company

Avantages

Clear user interface, plugin capability provided.

Inconvénients

oor adaptability, layout could be more appealing, inflexible

Avantages

Creating service request on users end is effortless through the use of mailbox.Updates also to service request can be made via emails as well as through Sleek and modern panel that OTRS provides.Additionally,I also like that we can configure custom queues,auto responses, customer groups,ticket states and much more.

Inconvénients

Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will not be cached.

Avantages

It is highly customizable and has a lot of powerful ticket management features.

Inconvénients

It is really difficult to set it up and configure everything.

Avantages

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress. Not to tell that it also does not take time of implementation with a clear documentation. The dashboard provides a great view to work on.

Inconvénients

We rarely get issues with it. Only the customization need to be improved as well as the technical support from OTRS

Avantages

OTRS provides effective tools for monitoring workflow progress. It sends notifications to my teams on tasks and reports based on real time performance. It can be easily customized to suit our workflow programs.

Inconvénients

I have not experienced performance downtimes since deployment.

Avantages

it helps our business to manage customer interactions in a simple but effective way

Inconvénients

i would like to have more tools to automate repetitive tasks

Avantages

It is pretty cheap and does what is intended for.

Inconvénients

not very flexible. many aspects are missing.

Avantages

We have deployed it for our IT technical support team, due to its effortless service request through the use of mailbox. update to service request can be made easier via mail.

Inconvénients

Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming future.

Avantages

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.

Inconvénients

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

Avantages

I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier. OTRS understands ITIL, end users and IT pros, and the software supports that. You can link tickets, make internal notes, make FAQs, paste images into text fields, send e-mails, etc. You can also do templates, customize columns, set alerts when things take too long, etc. It's really nice. It even works with our ADFS server, which is excpected of a tool like this, but still. In short, OTRS is versatlize and customizeable.

Inconvénients

There have been minor (cosmetic) bugs here and there, every now and then, which are slightly annoying. Often you can fix these things yourself, but OTRS's configuration is very complex and requires some insight and experience. So in the end, you're gonna have to contact support or read the extensive manual. But buth those options work.

Avantages

As both a user and an administrator of the software i found the following in my last year of using the software :

Ease of use
Flexibility
Easy customization
Open Source
Powerful Tools

Inconvénients

Although i found this to be the most user friendly of the ticketing there are a few things i think might be improved in the future :

Convoluted Process management
SLA administration cumbersome to use and config
Lacking a few features out of the box

Avantages

1. Open-source
2. ITIL based solution
3. Flexible configuration
4. Built-in processes
5. Powerful email handling
6. Event-based hander

Inconvénients

1. Outdated design
2. No mobile app
3. Relatively complex integration through web services

Avantages

- OTRS allows you to keep track of your requirements and all the incidents in terms of tickets. There is no way you can lose something or miss something. With the help of SRX number you will find everything in few seconds. No matter how many years old, those records are.
- You can customize your own process and according to you Ex – standard time to meet the SLA
- The support team is available 24/7 for help and with every new update.

Inconvénients

- I don’t like that feature of OTRS when on every single email it creates new ticket. Besides that, I honestly don’t have any complaints about OTRS.

Avantages

Is very flexible, adaptive to almost every kind of organization.
Easy for users.
Many features available where to pick the more suitable for your needs

Inconvénients

Quite complex the administration, especially when is necessary to change the standard settings.
Some features are not easy to implement.

Avantages

No pros anymore as OTRS AG has discontinued the community (free) version. Version 6 will be the last free version.

Inconvénients

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Avantages

Easy to get OTRS installed and running, lots of Features in Open Source. Ideal for situations when you need an incident management tool fast. Software runs perfectly stable in Linux, running it on a Windows Server is possible but not recommended. We tried and ran into performance issues.

Inconvénients

User Interface isn't very modern and easy to use. OTRS does not run efficiently on Windows Servers.

Avantages

the ability to track a tickets journey from start to resolution

Inconvénients

some of the terminoligy in the system configuration isn't very user friendly

Avantages

It follows ITIL standards, It is free to use and support maintenance is inexpensive. It does support multiply languages.

Inconvénients

It has a lot of customizable options that can cause some confusion when trying to fix a problems or modify the software. Finding those different options and what heading they are under in the management. The current version we are on does not support an easy SSO/SAML setup out of the box.

Avantages

We have implemented OTRS in our Corporate environment and it is our primary ticketing tool. The ability to track incidents, change requests and Problem tickets is the best feature of OTRS.
The reports that can be generated via OTRS is also a great benefit.

Inconvénients

Since this is an Open Source software, for any major modification the vendor needs to be contacted and extra payment needs to be done.

Avantages

I have been using this for the past 3 years. Just the easiest way to keep a track of customer feedback .

Inconvénients

It slows down sometimes, but a reboot always works

Avantages

email inbound capabilities are great (maybe unique!)
Easy to rollout, once you have a couple of basic admins, customising is quite powerful

Inconvénients

Reporting is difficult to make work out of the box,
SLA functionality complete only if you pay extra functionality