OTRS

Pros: 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.

Cons: 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.

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

Cons: 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

Pros: Ein durchdachtes intelligentes und serviceorientiertes Ticket- und Eskalationstool.

Cons: Wenig modular um selbst Workflows zu definieren.

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

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

Pros: 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.

Cons: 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.

Pros: Clear user interface, plugin capability provided.

Cons: oor adaptability, layout could be more appealing, inflexible

Pros: It is pretty cheap and does what is intended for.

Cons: not very flexible. many aspects are missing.

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

Cons: i would like to have more tools to automate repetitive tasks

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.

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

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

Pros: 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.

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

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.

Pros: 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.

Cons: I have not experienced performance downtimes since deployment.

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

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

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

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

Pros: 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.

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

Pros: 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.

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

Pros: Seamless workflows with all our team members who are working remotely is the best feature of OTRS, results have been impressive

Cons: I believe that there's room for improvement in terms of customer support but it's overrally a powerful tool for workflow efficiency

Pros: OTRS office management is a pre-configured software manage work in all areas. It help to reduce workload and save our time.

Cons: The only thing that I like least is that I found it a bit complicated.

Pros: Es ist simpel zu nutzen, die Ticketverwaltung läuft damit einwandfrei

Cons: Das Tool hat sehr wenige Features und eine alte GUI

Pros: 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.

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

Pros: Man hat sehr viele Freiheiten innerhalb des Systems. Für Kunden ist es gut nutzbar und für Agenten kommt es sicherlich an eine Warenwirtschaftssystem ran.

Cons: Man wird ständig gezwungen bzw. genötigt, auf die nächsthöhere Version zu wechseln.Zudem kann man sich gegen die grobe Struktur überhaupt nicht wehren. Wenn etwas festgelegt ist, dann ist es festgelegt.

Pros: l'albero molto completo degli incident anche se poco intuitivo

Cons: l'apertura dei ticket e la stabilità online si impalla continuamente