OTRS
Reviews
Star rating
Rank in IT Service Management (ITSM) Tools
Pros and cons
Pros
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability
Cons
- Ticketing Issues
- Slow Loading
- Slow Performance
- Access Control
Traffic & LLM citations
Source: G2 review data
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 7.9% |
| Mid-Market | 31.6% |
| Enterprise | 60.5% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2025 Q1 | 1 | 5.0 |
| 2025 Q3 | 2 | 3.8 |
Satisfaction ratings
What reviewers say
OTRS: Best Ticketing System Tool
“OTRS provides a categorization feature for ticket management, which is one of the best features for a company with a huge number of teams. Also because of its clean UI, it's easy to use.”
Effortless support and incident management from a simple, lean and straightforward system.
“Creating service requests on users' end is effortless through the use of a mailbox and SMTP integration. Updates to service requests/tickets can be made via email as well, or through the sleek and modern panel that OTRS provides you. OTRS offers you fairly granular set of modifi”
OTRS was a good product
“OTRS was free, and installable on both Linux and Windows platforms. Its mail-based design made it quite unique in terms of design and speed. It was easy to install, and the set up was feasible with a few days of consulting from multiple service providers. I have been using the t”