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Sobre OTRS

Suíte de gerenciamento de serviços gerenciados que inclui tíquetes, automação e notificação de fluxo de trabalho para ITSM, atendimento ao cliente e segurança.

Saiba mais sobre o OTRS

Vantagens:

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

Desvantagens:

This is an open source tool, so you get what you pay for.

Notas do OTRS

Pontuação média

Praticidade
4,2
Atendimento ao cliente
4,3
Recursos
4,4
Relação qualidade/preço
4,4

Probabilidade de recomendação

8,5/10

O OTRS tem uma classificação geral de 4,4 em 5 estrelas com base em 88 avaliações de usuários no Capterra.

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Filtrar avaliações (88)

Camila
Analista de Operações Junior,
Bancos, 501–1.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

OTRS - Seu Melhor Amigo no Trabalho

5,0 ano passado

Comentários: Atualmente 90% da empresa utiliza o sistema para todos os produtos e funcionalidades

Vantagens:

Alcançou níveis ótimos de desempenho e performance; Trouxe grandes avanços sobre acompanhamento, qualidade no atendimento e melhoria dos produtos;Melhorou a produção de atendimento em 90% Desenvolveu processos bem sucedidos tais como acompanhamento de filas, processos e qualidade;Mantém documentos organizados através de dos tickets para evitar informações perdidas

Desvantagens:

Sinto falta de uma maior rapidez e opções de buscaComo sugestão deveria ter uma pasta e/ou local para arquivar documentos com base no cadastro do cliente

Resposta do OTRS

há 10 meses

Thanks for taking your time to review OTRS, Camilia.

Omar
Omar
Technical Coordinator, EUA
Usuário do LinkedIn Verificado
Educação superior
Usou o software para: Mais de dois anos
Fonte da avaliação

Opensource framework with modern front-end and perl backend

5,0 há 6 anos

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

Vantagens:

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.

Desvantagens:

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.

Resposta do OTRS

há 6 anos

Thanks for taking time to share your experience, Omar.

Alan
Alan
Consulting Engineer, EUA
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação
Fonte: GetApp

Alternativas consideradas anteriormente:

OTRS is great for small to midsize businesses

5,0 há 4 anos

Comentários: It's a great daily ticket email system.

Vantagens:

I love the ticket handling and speed of the interface. It's basic layout offers the basics you need to get up and running with a ticketing system.

Desvantagens:

The support is little to non-existent but that is expected with the free tier.

Resposta do OTRS

há 2 anos

Thank you for the positive words. To clarify, OTRS has both support and functionality that extend beyond what is offered with ((OTRS)) Community Edition.

Mohit
Consultant, Índia
Serviços e tecnologia da informação, 10.000+ funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Basic Ticketing tool for customer desks

3,0 há 6 anos

Comentários: Basic software for small organization without advanced features of ITIL.

Vantagens:

I used it for sometime in one of my assignments. It was a very basic tool with minimum customization. It just does its job and do not provide advanced features of ITIL framework. Reporting was not effective and so was its UI. We replaced this with more advanced CA Servicedesk. However as a freeware, it was good for initial use.

Desvantagens:

It is basic application and nothing much can be expected put of this. Ours is a ITIL compliant organization and need a more robust application.

Resposta do OTRS

há 6 anos

Hi Mohit. Thanks for taking time to share your thoughts on OTRS, and I'm glad you found a solution that fits your needs, I did just want to clarify, for other people reading, that OTRS is ITIL-compliant, and we have 6 ITIL-verified processes for incident, change, problem, knowledge and configuration management. Of course, we can't claim that for the ((OTRS)) Community Edition as that's our free unsupported version: in that case, compliance is in the hands of the user - and it can certainly be tough to configure that solo. But, our fully-managed version of OTRS is ITIL-compliant. Thanks again for the review.

Avaliador Verificado
Usuário do LinkedIn Verificado
Serviços de informação, 51–200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Best IT ticket handling

5,0 há 5 meses

Vantagens:

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.

Desvantagens:

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

Resposta do OTRS

há 5 meses

Glad to hear that OTRS is working well as your IT ticket handling system.

santosh
Business Head, Índia
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

OTRS is a Ticket to Success

5,0 há 7 meses

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

Vantagens:

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.

Desvantagens:

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

Resposta do OTRS

há 6 meses

Thanks for your input, Santosh. It sounds like you're likely using ((OTRS)) Community Edition. OTRS is a bit different.

Rene
IT System Engineer, Itália
Química, 501–1.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

There are better Systems

3,0 há 3 meses

Comentários: We changed to Aagon ACMP and are pretty happy with it.

Vantagens:

It is pretty cheap and does what is intended for.

Desvantagens:

not very flexible. many aspects are missing.

Resposta do OTRS

há 3 meses

Thank you for the candid response. It sounds as though OTRS did not match well with your use case. Glad to hear you've found a solution that works for you.

Gustavo
Gustavo
Middleware Manager, El Salvador
Usuário do LinkedIn Verificado
Software, 11–50 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

OTRS a complex tool for the creation of Tickets.

3,0 há 5 anos

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

Vantagens:

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.

Desvantagens:

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.

Resposta do OTRS

há 5 anos

Thanks for taking time to write in Gustavo. The feedback is always appreciated. I don't know if you've had a chance to see the newly released OTRS 7: the external interface was updated with this release, and that's the start of changes to come with respect to the interface. Thanks again for sharing your thoughts.

Valerie
Valerie
Frontend Developer, Moldávia
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 51–200 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Advanced customer service management application

5,0 há 5 meses

Comentários: We have been able to automate workflow processes and improve service delivery to our customers. OTRS has minimized cost of operations and boosted productivity from all the departments.

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 5 meses

Customers play such an important part in our work - glad to hear that OTRS is supporting you well as you deliver service. Appreciate you taking time to write.

Ethan
Ethan
Network Security Engineer, Irlanda
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 201–500 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Excellent workflow management software

5,0 há 6 meses

Comentários: The product has enhanced efficient implementation of projects and reliable management of workflows. It has enabled the organization to execute effective service delivery to our customers.

Vantagens:

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.

Desvantagens:

I have not experienced performance downtimes since deployment.

Resposta do OTRS

há 6 meses

Glad to hear OTRS provides help to your team with workflow management. Appreciate you taking time to review.

Isha
Application Developer, Índia
Serviços e tecnologia da informação, 51–200 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Review - OTRS

5,0 há 7 meses

Vantagens:

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.

Desvantagens:

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

Resposta do OTRS

há 6 meses

Thanks for taking time to review. OTRS will be moving to rolling releases in order to more seamlessly meet the needs of our customers. I'm curious to know what functions you're seeking. Thanks.

Miguel
IT consultant, El Salvador
Serviços e tecnologia da informação, 11–50 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

OTRS a very good tool

5,0 há 2 anos

Comentários: 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.

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 2 anos

Thanks for taking time to share your thoughts.

Georges
Service Manager, Luxemburgo
Telecomunicações, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

With ITSM awareness and maturity, OTRS can be successfully adopted and adapted.

4,0 há 6 anos

Comentários: Organize and Improve Desk and Operation functions. The value and level of services delivered by our department/team is better understood internally. Customer expectation is managed properly, therefore leading to improvements in customer experience.

Vantagens:

Adaptability to agents organization and processes. ITIL orientation for ops processes and inclusion of Configuration and Knowledge management.

Desvantagens:

Ticket to C.I. links can be better clarified and improved (impact of the relationship) C.I. Features on Customer portal (e.g. missing search function, latency to refresh large CMDB)

Remco
IT Regional Infrastructure Manager, Índia
Serviços ao consumidor, 10.000+ funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Great Service Desk ticketing Solution

5,0 há 6 anos

Vantagens:

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.

Desvantagens:

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

Resposta do OTRS

há 6 anos

Thanks for taking time to review OTRS. We appreciate your thoughts.

Francis
ICT Service Desk Manager, Suíça
Bens de consumo, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Great to tailor to a good ITSM tool, after a first learning curve one can be efficient

5,0 há 6 anos

Comentários: Solid Incident management process rolled out

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 6 anos

Thanks for taking time to send in a review, Francis. We appreciate your thoughts.

Roberto
Roberto
CTO /CISO, Itália
Usou o software para: Mais de dois anos
Fonte da avaliação

In our organization OTRS is used by one hundred operators of IT, Business, Reception, Helpdesk

4,0 há 6 anos

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 6 anos

Thanks for taking time to review OTRS. Your thoughts are helpful to us.

syed
tech engineer, Índia
Transporte rodoviário e ferroviário, 5.001–10.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

otrs review

5,0 há 2 anos

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 2 anos

We appreciate your input.

Rajesh
Sr.Manager, Índia
Serviços e tecnologia da informação
Usou o software para: Mais de dois anos
Fonte da avaliação

A Very Economical Ticketing Tool

4,0 há 8 anos

Comentários: 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.

Resposta do OTRS

há 8 anos

Thank you very much for your review.

mukhtiyar
mukhtiyar
IT Analyst, Índia
Usuário do LinkedIn Verificado
Biotecnologia
Usou o software para: Mais de um ano
Fonte da avaliação

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

5,0 há 6 anos

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

Vantagens:

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

Desvantagens:

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.

Resposta do OTRS

há 6 anos

Thanks for your review, Mukhtiyar. Your thoughts are appreciated.

Pam
Business Support Manager, Índia
Usuário do LinkedIn Verificado
Hospitais e Saúde, 2–10 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Awesome Ticketing Tool

5,0 há 6 anos

Vantagens:

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

Desvantagens:

It slows down sometimes, but a reboot always works

Resposta do OTRS

há 6 anos

Thanks for taking time to review, Pam. Glad to hear it's going well for you.

Soma
Soma
Talent Acquisition, Índia
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, 10.000+ funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Great Ticketing Tool

5,0 há 6 anos

Vantagens:

I have used this for about 2 years and it is a very simple and powerful ticketing tool. We use it to track our IT Assets aswell.

Desvantagens:

This is an open source tool, so you get what you pay for. I did not find any other negative points.

Resposta do OTRS

há 6 anos

Thanks for your feedback, Soma. In case others are reading, there is also a fully-managed version of OTRS.

Manisha
Manisha
HR Manager, Índia
Usuário do LinkedIn Verificado
Serviços financeiros, 1.001–5.000 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

OTRS an Amazing Tool - Easy and Efficient

5,0 há 6 anos

Comentários: Problem Management tickets were easy to track

Vantagens:

Easy to configure and Easy to implement. One of the best applications to track incidents and change requests

Desvantagens:

I have never had a negative experience while using OTRS

Resposta do OTRS

há 6 anos

Thanks so much for the review, Manisha. We're glad to hear it's helping. Much appreciated!

Avaliador Verificado
Usuário do LinkedIn Verificado
E-Learning, 2–10 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

One of the best CRM's we've used

5,0 há 7 meses

Comentários: This software allowed us to automate repetitive tasks and allowed our team to focus on more important tasks

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 7 meses

Thanks for taking time to share your thoughts. We appreciate hearing about your experience.

Rajdeep
Teacher, Índia
Gestão da educação, 11–50 funcionários
Usou o software para: 1 a 5 meses
Fonte da avaliação

Effective Office Management Software

4,0 há 7 meses

Comentários: I can get a complete review of all tasks that have been assigned to the team. No need to waste time in setup, it allows to import device data for quickly available to use.

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 7 meses

Thanks for the review, Rajdeep.

Martina
Martina
Photographer, Itália
Usuário do LinkedIn Verificado
Fotografia, 11–50 funcionários
Usou o software para: 6 a 12 meses
Fonte da avaliação

Good Experience

4,0 há 4 meses

Vantagens:

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

Desvantagens:

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

Resposta do OTRS

há 3 meses

Thanks for taking time to share your thoughts. Glad OTRS is working for your customer support needs.