After several years of using a closed commercial system, we have switched to OTRS for all our end-user support. Using an open system has allowed us to customize the support experience for both our users and agents in ways we never could before. It also ensures we can continue to offer support by e-mail while avoiding previously-huge spam problems. Adapting OTRS to our particular needs and integrating it with existing systems has been easily accomplished due to its highly modular structure, and we feel confident that it is equally suited to fill our future needs. A lightweight but exceptionally powerful system, combined with a very forthcoming and easily-accessible development team, leads us to recommend OTRS highly and ensures that we will be using it for years to come.

"We saw the OTRS growing from 0.8 version. The developer guys respond very fast to all our queries. As an Antivirus company we are facing a large number of email messages containing questions, viruses and a lot of spam. All these things are handled by OTRS like a charm. When we first implemented OTRS 1.1, the response time, a critical indicator in AV field, has decreased and all our supporters where happy to use such a wonderful tool. No matters there are more than 30 supporters, 5 languages and tens of projects, OTRS simply fits our needs."

OTRS combines a nice design with ease of use - it's simple to install and configure with an intuitive interface, but powerful enough to handle high volume requests. We are pleased that the MySQL database continues to serve well as the high-performance backend for OTRS.

OTRS is one of the most advanced Open Source projects in creating a powerful ticket-based email management software. It follows a clear design, yet completely modular and easily extensible to adapt it to individual needs. The already availaible features provide a good set of ticket management tasks which should be suitable for usual purpose. The scalability of the whole system is really remarkable, it simply does not matter if you wish to manage ten or even some thousand emails per day it always behaves reliably. If you need a powerful system to handle team-based email traffic you should really give OTRS a try.

We use OTRS as a tool to manage orders and support calls via phone and email. This way we increased our response and quality of customer communications a lot. An important feature of OTRS is the GnuPG (GNU implementation of PGP) support to sign emails to customers. Other helpful features are the integration of our existing PostgreSQL database with customer data and the integration of our LDAP database with agents. Thanks to the programmers for this flexible system.

At the International University Bremen we are currently using the OTRS for our User Helpdesk, the user interaction with the Facility Management, and our webmaster services. All units are impressed by the performance of the OTRS and the ability of distributing the workload among our staff members. One of -- if not the best -- thing is the direct interaction with the authors of that powerful and useful tool, as well as their quick responses to bug reports and additional feature requests. The OTRS fits our needs extremely well, and since OTRS is OpenSource, it is an excellent choice for the future development of the services of our University and for other similar institutions.

"We decided to use OTRS in our professional reseller support because of these three major reasons: reliability with well known components (perl/mysql), opensource (quite good one!) and the obvious state of activity at the developer crew. Thanks a lot for this masterpiece!"

We are currently using OTRS for the Bruin OnLine Helpdesk at UCLA. As an ISP for the University, we recieve troubleshooting questions from our users about dial-up, email, proxy etc via phones and email. We recieve about 600 emails on a slow week to 1000+ on a heavy week, half of which are spam/viruses.

We find OTRS very helpful in our work. OTRS has allowed us to easily filter out messages to different queues. Some users forget to include the original problem, but OTRS keep track of the Help Desk cases from the begining. With so many options available on OTRS, we were able to configure OTRS to fit our needs perfectly, allowing us to work more efficiently.

Since we first used OTRS in the summer of 2002, we were able to easily communicate to the OTRS developers on the things we liked, and the things that we would like to have in OTRS. To this day, you guys have implemented everything we suggested. We can't begin to express our appreciation for your responsiveness.

We reccomend OTRS for any Help Desk whether it be in a University or a Corporation.