OTRS reviews

Learn about OTRS help desk software for businesses. Includes info on OTRS, free trials, pricing, customer reviews, and FAQs.

Updated on December 10th, 2019

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OTRS is a flexible process management and help desk software system that can be integrated with third-party applications. Businesses can use OTRS to drive growth by creating advanced communication channels between departments and external customers.


OTRS does does not display pricing on their website. Our research shows they offer four plans which include from 10 to 200 concurrent agents. Interested users can contact OTRS for a customized quote.

OTRS reviews

Pros: Easy to use held desk software with powerful third-party integration and flexible pricing options.

Cons: No free plan is available.

Bottomline: Powerful, easy to use, and flexible communication software with advanced help desk options.

Key Information:

Legal Name



Christopher T. Kuhn

Founding Date

Jan 01, 2003


Zimmersmühlenweg 11 61440 Oberursel Germany

Number of Employees


Number of Customers





+1 669 2011 411




What is OTRS?

OTRS is cloud-based customer service software that includes help desk ticketing, process automation and third-party integration.

What does OTRS Cost?

OTRS does not reveal their pricing on their website. Interested users can contact OTRS directly on +1 669 2011 411 for a customized quote.

Does OTRS have a free plan?

No, all OTRS plans are paid plans.

Can OTRS be scaled for a growing business?

Yes, OTRS plans start small with up to 10 concurrent agents on the silver plan and increases to 200 concurrent agents on the Platinum plan.

Is there an OTRS free Trial?

Yes, OTRS offers a 14 day free trial.

What is the OTRS Inbox Customers app?

The OTRS Inbox Customers app is a mobile application for customers using the OTRS system. Customers can use the app to place help calls and monitor calls via notifications.

Customer Reviews:


Reviewed: Apr 18, 2011

Source: Stack Overflow

I recommend OTRS, its very easily customizable, and we also use it for hundreds of employees (University).


Reviewed: Jun 03, 2009

Source: Stack Overflow

I'd suggest you take a look at OTRS which is a very capable trouble ticketing system. It also has ITSM extensions, which makes it able to support ITIL processes if you need to.

Sujeeva Tissaarachchi

Reviewed: Jan 01, 2018

Source: Bayt

If you are looking for an Open Source tool, then I would recommend OTRS. It's not that user friendly, but enriched with excellent framework for ITIL. Beauty of OTRS is you can start with free version and go for the "Business Solution" once your organization is mature enough to do so.


Reviewed: Apr 15, 2017

Source: Spiceworks

Highly recommend OTRS. Integrates with AD. Fully customizable.

Andrii Stesin

Reviewed: Jan 01, 2009

Source: Toolbox

I'd recommend OTRS. It's an open source thing (though you can buy commercial support and customization service for it from otrs.com) has all needed features (and more) and works rocky stable while once installed. Allows to implement both organizational structre model and workflows. Real-world proof: still works (since 2006) for a telco company with 30 regional offices and who knows how many locals.