OTRS Review - why 4.5 stars?

OTRS Review
ITQlick Score: 84/100
ITQlick Rating: (4.5/5)
Pricing: 4/10 - average cost
Category: Help Desk -> OTRS
Ranking:Ranked 14 out of 207 Help Desk systems
Company: otrs.org
Pricing: starts at $29 per user/month
Typical customers: Small businesses and start ups
Platforms: Desktop
Links: OTRS pricing, OTRS alternatives

Shlomi LaviShlomi Lavi / updated: Nov 14, 2020

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

What is OTRS?

OTRS is a service management software designed for companies to aid resource planning, facilitate real-time information, boost optimal security, and ensure maximal flexibility. These functions help smoothen communication between employees and customers, reduce error occurrences, build experience for customers, and manage time.

The software possesses features like; scheduled reports, multichannel communication, time management, and personal organizer. It was founded in 2013 by OTRS.org, has its current headquarters in Oberursel, Germany, and has about 78 employees.

What is OTRS rating? ()

The rating of OTRS is 4.5 stars out of 5 and the total score is 84 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are OTRS's typical customers?

The typical customers include the following business size: Small businesses and start ups.

Is OTRS the best Help Desk?

OTRS is ranked 14 out of 207 software in their category (Help Desk systems).

What are OTRS's pros? (4 Pros)

  • OTRS demonstrate speed that most users need, such as the elimination of the loading of pages
  • Scalability function is flexible enough to suit complex organizational needs
  • The software is easy to use and makes centralizing activities easy
  • It possesses customizable food features

What are OTRS's cons? (2 cons)

  • Some users sometimes experience bugs within the software
  • System configuration can come with a setup tutorial

Who are their main alternatives?

Popular alternatives to OTRS: Freshdesk, Zoho Desk, FuseDesk, Desk-com, Integria IMS, JIRA Service Desk, TeamSupport, Freshservice, OnTime Help Desk, AffinityLive Sync. The full list of competitors can be found here.

What is the cost of OTRS?

The cost of license starts at $29 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 4 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for OTRS

What should you ask otrs.org during a demo session? (65 questions)

Schedule a demo with OTRS and access 65 must ask questions for the vendor while watching OTRS in action. Visit the vendor's website here.

Is it the right software for you?

OTRS is fit for small, large, and medium organizations. It serves industries like textile production, educational institutions, financial services, and flight management. OTRS provides services to over 170000 organizations worldwide; some of its customers are; Klinikum Oldenburg, Bru Textile, Log Pay financial services, and Ahfad University for Women.

OTRS's list of categories:

Ticket Management
Help Desk

OTRS's list of features:

Data Import/Export
Basic Reports
Online Customer Support

OTRS Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality
Review
Compare
OTRS
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
84/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$29 per user/month
Functionality
5
Review
Compare
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
94/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$15 per user/month
Functionality
39
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
92/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$12 per user/month
Functionality
3
Review
Compare
FuseDesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
91/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6.4/10
License pricing license pricing (if provided by the software vendor)
$97 per user/month
Functionality
7
Desk-com
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
90/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2.8/10
License pricing license pricing (if provided by the software vendor)
$25 per month
Functionality
35
Author
Shlomi Lavi - admin

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.