8.7
SpotScore
OTRS Review: Is It The Right Help Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
OTRS offers custom pricing plan
bemol
Polk County
Salvagnini
Shiloh Baptist Church
EmaptaTrusted by teams including bemol
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
What is OTRS?
OTRS is a help desk software that simplifies the whole help desk procedure and transforms it into a convenient and efficient process. It enables users to create various types of tickets or problems for IT support, as well as share those tickets with other managers and teams. For tasks such as updating software, OS installation, configuring systems and machine maintenance OTRS enables people to report issues quickly and efficiently to the technician support team.
Pricing
OTRS offers custom pricing plan
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
Data residency:Global
Platform
Web + mobile app (iOS & Android)
Installed - Windows
OTRS Software Demo
OTRS was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider OTRS
- Team types
- Large Enterprises, Medium Business
Why teams choose OTRS
Strong focus on IT service management.
Customizable to fit specific organizational needs.
Effective collaboration tools for team communication.
Is OTRS right for you?
What buyers should know before shortlisting OTRS
OTRS is a versatile help desk solution that streamlines ticket management and enhances collaboration among teams. Its focus on IT support makes it particularly useful for technical environments.
OTRS pros and cons
- OTRS pros
Strong focus on IT service management.
Customizable to fit specific organizational needs.
Effective collaboration tools for team communication.
- OTRS cons
Interface may feel dated to some users.
Can be complex for non-technical teams.
Ready to try it?
Get started with OTRS
Connect with the team for a personalised demo.
Still comparing?
See how it stacks up
Compare OTRS side-by-side with top Help Desk Software alternatives.
What is the pricing of OTRS?
OTRS uses custom pricing — plans are tailored to your team size and needs. Contact them for a quote.
OTRS Pricing Plans
Silver
10 Concurrent Agents
9:00 AM - 5:00 PM Weekday Support
Certified data centers
Storage: 50 GB
3 Feature Add-ons
Show more +
Gold
50 Concurrent Agents
8:00 AM - 8:00 PM Weekday Support
Certified data centers
Storage: 400 GB
7 Feature Add-ons
Show more +
Titanium
100 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 1000 GB
10 Feature Add-ons
Show more +
Platinum
200 Concurrent Agents
24/7/365 Support
Certified data centers
Storage: 2000 GB
Unlimited Feature Add-ons
Show more +
Weighing your options?
Not sure if OTRS fits your budget?
OTRS reviews and ratings
Buyer sentiment
Buyer sentiment is cautious across 1 reviews, with several recurring concerns in feedback.
What buyers like
- Simplifies ticket management
- Efficient issue reporting
- Collaboration features
Common complaints
- User interface can be outdated
- Steeper learning curve
- Limited integrations
Are you using OTRS?
What users are saying
L
Lewis
06/27/20
Another site that hides their pricing.
Another site that hides their pricing.
- See if OTRS fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
Step 1 of 4
How big is your team?
We tailor recommendations to companies your size.
What are the features of OTRS?
Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalati…
In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where…
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and…
To improve attraction, brands are turning to individualized branding tactics. Brands are putting more power in the hands of consumers than e…
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply s…
Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or vi…
You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated s…
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels s…
A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themse…
Social media integration is a marketing method that allows you to augment your current branding and marketing efforts using social media pla…
A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps…
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be…
OTRS security and data handling
Key compliance certifications and security features for IT and security teams evaluating OTRS.
Certifications
Developer & data
Alternatives to OTRS
OTRS Customers
bemol
Polk County
Salvagnini
Shiloh Baptist Church
Emapta
VIOSYS
PFM
Bru
efcom
Livit
OTRS Support Options
Frequently Asked Questions About OTRS
Common questions buyers ask before choosing OTRS.
OTRS is a Help Desk Software. OTRS offers Incident Management, Social Media Integration, Multi-Channel Communication, Macros (Templated Responses), Customizable Branding and many more functionalities.
Buyers commonly note the following limitations of OTRS: Interface may feel dated to some users.; Can be complex for non-technical teams.; Limited third-party integrations..
Some top alternatives to OTRS includes Zoho Desk, Freshservice, ManageEngine ServiceDesk Plus, Jira Service Desk and ServiceNow Customer Service Management.
OTRS offers Quotation Based pricing model
The starting price is not disclosed by OTRS. You can visit OTRS pricing page to get the latest pricing.
Free buyer scorecard
Evaluate OTRS with the help desk software buyer scorecard
A weighted help desk software scorecard to assess OTRS objectively and compare it against the alternatives.
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Ready to try it?
Get started with OTRS
Get connected with the team for a personalised demo.
About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].