Opiniones de OTRS

Muy recomnedable, para dar seguimiento a las solicitudes de los colaboradores, y evitar el correo

Comentarios: 1. Bajaron los tiempos de respuesta a las solicitudes. 2. no se pierden las solicitudes. 3. Se sabe el tiempo que se llevo en solucionar los tickets. 4. Se emiten reportes.

Puntos a favor:

1. concentrar en un solo lugar las solicitudes. 2 Se puede poner prioridades. 3. Las repuestas les llegan via correo. 4. Amplio reportes para hacer mejoras. 5. hay seguimiento en los servicio que se realizaron.

Puntos en contra:

son pocos: a. Muy pasos para realizar el seguimiento b. se concentran en un solo lugar y desde ahi se debe de reasignar los tickteks. c. La consulta de los tickets dilata para ir por la información.

Opensource framework with modern front-end and perl backend

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

Puntos a favor:

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.

Puntos en contra:

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.

OTRS is great for small to midsize businesses

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

Puntos a favor:

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.

Puntos en contra:

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

Basic Ticketing tool for customer desks

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

Puntos a favor:

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.

Puntos en contra:

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.

Keep track of all your support calls

Comentarios: The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Puntos a favor:

If properly used, with the control of calls and "learning" of errors, in addition to a quick response, it is possible to show the user everything that is happening and how it is being done.

Puntos en contra:

Its look is not pretty, however, being extremely functional, this goes unnoticed. They could have a more practical way of creating reports.

Pretty decent, but it does have a few flaws

Comentarios: IT Asset Management got easy for us. Thank you for coming up with this application

Puntos a favor:

The application is pretty quick and the administrators are able to bring about changes quickly aswell. We create FAQs and SOPs and add it to OTRS which makes it a great internal Knowledge Base. We also use it as a IT Asset management tool.

Puntos en contra:

Its not the most fanciest application, but I am used to this now and I love it. No issues in the past 4 years

OTRS a complex tool for the creation of Tickets.

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

Puntos a favor:

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.

Puntos en contra:

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.

Its a great and efficient tool for someone in the service desk

Comentarios: We use it as our primary ticketing tool

Puntos a favor:

I love the way it can be customized to view all sort of information. We track Change requests and Incidents using OTRS. The best part is that it is OpenSource and the modification can be done easily and without shelling out a lot of money.

Puntos en contra:

none actually. I've used other applications like Remedy, however I am more inclined to OTRS for now.

Review - OTRS

Puntos a favor:

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.

Puntos en contra:

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

One of the best CRM's we've used

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

Puntos a favor:

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

Puntos en contra:

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

Effective Office Management Software

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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

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

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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)

Great Service Desk ticketing Solution

Puntos a favor:

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.

Puntos en contra:

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

Great and Simple Ticketing Tool

Puntos a favor:

Our organisation has been using OTRS for years now and it has been great. We have implemented OTRS in our IT and Marketing Groups. IT related tickets gets tracked using OTRS and Customer emails are converted into tickets and addressed by the CRM and Marketing teams.

Puntos en contra:

I did not find any cons regarding OTRS.

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

Puntos a favor:

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

Puntos en contra:

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

otrs review

Puntos a favor:

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

Puntos en contra:

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

A Very Economical Ticketing Tool

Comentarios: 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.

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

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

Puntos a favor:

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

Puntos en contra:

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.

Awesome Ticketing Tool

Puntos a favor:

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

Puntos en contra:

It slows down sometimes, but a reboot always works

Great Ticketing Tool

Puntos a favor:

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.

Puntos en contra:

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

OTRS an Amazing Tool - Easy and Efficient

Comentarios: Problem Management tickets were easy to track

Puntos a favor:

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

Puntos en contra:

I have never had a negative experience while using OTRS

easy tracking on the logged issues and reporting

Puntos a favor:

can be configured as required and the escalation and tracking is easier

Puntos en contra:

sometimes it is slow when uploading attachments and duplicated when replied with email

First Ticketing Tool that I've ever Used. So Far So Good

Puntos a favor:

I've been using this tool for about 1 month now and I feel this is a great application to track tickets. The pending reminder feature is great and it lets us know when to follow up next

Puntos en contra:

Its a little slow when you compare it with other Web based app, but other than that I love using the application

Simplified Service Desk Ticketing Tool

Puntos a favor:

OTRS is a great Open Source ticketing tool. I am really glad it's designed that way, I do not have to pay extra for options that I do not want. The Service Desk team is able to track each ticket and provide appropriate solutions which are documented in each ticket

Puntos en contra:

No Cons at all. Once again, since it is an open source product, we get what we pay for.

Easy tracking of reported queries

Puntos a favor:

user friendly and easy to use. enables escalation , owner updating and making notes to follow up.

Puntos en contra:

users are copied with emails the replied mails create duplicate records in otrs