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.

One of the best ticketing tools in the IT world

Puntos a favor:

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.

Puntos en contra:

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.

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.

Ticket system with weaknesses

Comentarios: I had the opportunity to use the OTRS ticket system and would like to share my experience. Overall, the use of the system was positive, but there were also some aspects that, in my opinion, could be improved. The user interface is well-designed and significantly facilitates ticket management. The ability to integrate plugins enhances functionality and allows for customization to meet specific requirements. Unfortunately, I encountered challenges regarding adaptability. It was not as flexible as I would have liked, and options for layout customization could be improved. Better customization options would enhance user-friendliness. Overall, I rate the OTRS ticket system with a score of 5/10. It provides solid core features, but limitations in adaptability and the need for layout improvements impact the overall experience. I hope that future updates will address these aspects and further optimize the system's performance.

Puntos a favor:

Clear user interface, plugin capability provided.

Puntos en contra:

oor adaptability, layout could be more appealing, inflexible

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.

Best IT ticket handling

Puntos a favor:

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.

Puntos en contra:

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

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

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.

Advanced customer service management application

Comentarios: 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.

Puntos a favor:

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

Puntos en contra:

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

Feedback and the Support Received

Comentarios: I would like to Thank your Support Team for the exellent level of support and assistance we have been provided since the introduction of OTRS.
I would like to also mention a OTRS staff member who assist with our OTRS version update to 5's Shawn was extramely Professional, friendly, helpful and went a step further to assist me with some system configuration and stepped through some additonal funtionality options available to us.

Puntos a favor:

the ability to track a tickets journey from start to resolution

Puntos en contra:

some of the terminoligy in the system configuration isn't very user friendly

Brilliant consultants and best value Helpdesk we have ever used. Highly recommended.

Comentarios: Helps to control helpdesk and service functions across our organisation

Puntos a favor:

Highly robust, runs on All popular platforms like windows server, Linux etc Light to client performs really well over LAN and WAN Excellent value for money compared to other products in its category

Puntos en contra:

Requires some Training in order to tweak any of the under the hood features Generating reports is a little weak compared to leading industry products

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.

Better than Remedy

Comentarios: Change Management and incidents are easy to manage with this tool

Puntos a favor:

This is the only Open Source Ticketing tool that I have used and I should say I'm surprisingly impressed. The change management process flows are easily implemented and easily configured

Puntos en contra:

There are no cons that I can talk about. This product is as robust as remedy or any other ticketing system

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.

OTRS has outstanding functionalities, usability

Comentarios: OTRS benefits are many : Integrated Business Features such as Chat and Ticket Timeline View. Free choice of exclusive features. Installation and configuration. Regular, free updates. ITIL compatible Service Management. Use OTRS Business Solution on your mobile devices

Puntos a favor:

Low cost , usability and integration with multiple app is possible. Very user friendly. Definitely will have great cost saving post implementation.

Puntos en contra:

Data encryption is not working correctly, same is tested by installing this module. Seems this error must have fixed by app development team.

Account Receivable Team is more efficient

Comentarios: Efficient tracking of requests in the form of tickets

Puntos a favor:

After we got this OTRS application setup, we were able to track all tickets that comes into our queue. We work on each ticket and make sure the SLA is in place. I've used remedy in the previous organisation, however this is the best

Puntos en contra:

I don't believe there are anything negative about OTRS. The display interface could be a little better

Best Ticketing Tool ever

Comentarios: Speed and efficiency

Puntos a favor:

My team use this everyday. Ever since we went live with this tool we were able to accomplish a lot. Incident tickets and Problem tickets are easy to track and manage

Puntos en contra:

I can't think of any cons. This tool works well and the features are apt for our organization. Use it for a few days and you will get to know

Great Application and Great Features

Comentarios: Customer Satisfaction increased by 80%

Puntos a favor:

We wanted to track tickets that come into the HR services and that's when we asked IT to get OTRS for us. Now its improved our Customer Satisfaction Scores by 80%

Puntos en contra:

I could never find a Con in OTRS. Its not expensive easy to modify and quick. I love this Application

OTRS review

Puntos a favor:

Great amount of features and easy way to configure almost everything

Puntos en contra:

It takes time to set up and configure till running state

Great Product and great Features

Comentarios: Efficiency

Puntos a favor:

The ease of use and the way you can customize if easily. My team uses it daily. It is an absolute must for a service desk

Puntos en contra:

It could have linking option better. It does a bit of time to link tickets and SOPs and FAQs. Otherwise it all fine.

useful tool for customer support

Puntos a favor:

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

Puntos en contra:

i would like to have more tools to automate repetitive tasks

Powerful Tool for Ticket Management

Comentarios: Its Low cost and very Effective tool for Managing Customer service. Repoting and monitoring service is very Effective.

Puntos a favor:

Its help to Create automation flow of Ticket Management. Its User-friendly. Finding and tracking issue made easy for resloving Issue.

Puntos en contra:

Can't handle multiple ticket at same time its slow down or Crashed.

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