OTRS is a flexible ticket and process management system made for customer service and corporate security help desks. Its features include performance metrics, workflow automation, authorization management, and more. In this article, we cover OTRS reviews and pricing. Ready to get started? Get a free trial.
OTRS pricing is not readily available on its website. However, according to a third-party site, OTRS’ paid plans start at $42 per agent, per month (on annual billing) for a minimum of 10 agents. Interested users may contact OTRS’ sales team to get detailed pricing information.
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Top Customer Service Software Providers 2019
Summary of Positive OTRS Reviews
Users who gave positive OTRS reviews like that the software is easy to use. Some users also commended specific features such as report generation, system customization, service level agreement (SLA) setup.
A user who left a positive OTRS review on Capterra said that OTRS enables him to run easy ticket management. He added that the software has high product customization capabilities as well as a variety of report generation options.
Summary of Negative OTRS Reviews
Users who gave negative OTRS reviews complained about tickets getting duplicated when agents reply by email. Some users also had issues with the system slowing down during task fulfillment as well as with some third-party integration difficulties.
A user who left a negative OTRS review on Capterra said that the software slows down when he’s uploading attachments and tickets are duplicated when he replies to them through email.
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Check out the list below of some of OTRS’ features:
- Performance metrics
- Response templates
- Ticket bulk action
- Workflow automation
- Chat integration
- SLA management
- And more
What communication channels does OTRS cater to?
Currently, OTRS supports short message service (SMS), customer portal, phone, chat, video, and email.
How does OTRS enable users to optimize their workflows?
OTRS offers process templates for standardized and frequently recurring processes. Templates that can be integrated into OTRS include holiday requests, room bookings, travel expenses, and more.
Here is a list of some of OTRS’ popular integrations: