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I work for the Portuguese Foreign affairs as a system and network administrator and one of 14 OTRS agents. We are divided into three main teams to give support to almost 1500 users in about 140 offices all over the world. Personally, I'm very happy to choose OTRS and so are my team mates. For a zero-cost license the platform is corresponding to our requirements and it is a giant leap forward, since we were using only a mail client to process IT requests. Now our service looks more professional and is improving user's satisfaction.

I work for a large University in London, UK, and we recently went live with OTRS ITSM 2.0.2. We have 40,000 customers (students and staff) who use it to log all IT issues, and 150 agents (support analysts). We currently use Incident Management but hope to use Change Management as well soon.The product is fast, robust and user friendly.

It is a huge leap forward from our previous IT helpdesk app, which was universally unpopular and unfriendly, plus the license cost us 15,000 GBP per year.

OTRS has absolutely met my requirements as a Customer Service ticketing system and an internal Help Desk system.  As a CIO I'm supporting it personally and really enjoying working directly with technology again. OTRS also has an excellent user community which encompasses the spirit of Open Source.  It's a quality software that can easily be supported with help from the community, or with support and consulting directly from OTRS Group.

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 highly recommend OTRS and ensures that we will be using it for years to come.

After several years of using a self-written request system, we have completely switched to OTRS for all our 24/7 customer support.

We were really astonished how easily we can integrate it with our existing systems (thanks to 100% open source, XML/RPC interfaces and very active dev team support). One of the main features that allows OTRS to have an advantage over other service desk systems is supporting the ITIL processes. With help of OTRS we've ensured the fulfillment of requests from more then 100,000 customers and have been able to reduce average ticket solution time by 35%.

All the above makes OTRS the best solution for a mobile virtual network operator that wants to organize client oriented incident and problem management.

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.

At the University of Natural Resources and Applied Life Sciences Vienna, we have been using OTRS since the early days of the 1.0 RC Releases for our User Helpdesk, Second Level Support and many kinds of administrative User Interactions.

Since OTRS is Open Source, we were able to implement a series of custom tools that fit perfectly into the modular structure of the System.

As the first University in Austria, we're using the ITSM Packages to provide ITIL compliant functionalities and deliver our Services as defined in SLA Agreements to all our Students and Staff. Monitoring the fulfillment of these Agreements by extensive Statistical Analysis works like a charm, the highly responsive development team and a living mailing list helped us a lot to make up the indicators we needed.

This reliable and powerful system is an excellent choice - even for high volume requests! We are looking forward to the upcoming releases!

We are an ecommerce company with a 24 hour call center and receive approximately 500 tickets per day from our customers around the world. We have been using OTRS for 1 year. 

OTRS has given us a lot of functionality that has improved our relationship with our customers: classifiying mails per language, prioritizing tickets, filtering priority tickets like cancellations, monitoring with the new dashboard, and reporting the performance of the call center every month. In terms of stability, we've never had any "hang".

From the IT point of view, the Linux skills required are the typical skills that a basic administrator has for creating a MySQL database and installing Apache. 

We saw OTRS growing from version 0.8. 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 without incident. Since we first implemented OTRS 1.1, the response time, a critical indicator in AV field, has decreased and all our supporters are happy to use such a wonderful tool. No matter that there are more than 30 supporters, 5 languages and tens of projects, OTRS simply fits our needs.

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 availaible features provide a good set of ticket management tasks suitable for typical purposes. The scalability of the whole system is really remarkable, it simply does not matter if you wish to manage tens or thousands of 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 to manage orders and support calls via phone and email.

We increased our response and quality of customer communications significantly. 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. Many thanks to the programmers for the flexibility of the system.

We decided to use OTRS in our professional reseller support because for 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 keeps track of the Help Desk cases from the beginning. With so many options available on OTRS, we were able to configure it 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 recommend OTRS for any Help Desk whether it be in a University or a Corporation.

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.

Wikimedia has been using OTRS for just over a year, with 13464 tickets processed since September, 2004. It is used to manage e-mail for two dozen addresses in five languages (English, German, French, Italian, and Dutch); including questions about Wikipedia and other projects, the organization of the Wikimedia Foundation and its chapters, press inquiries, requests for help, and often amusing miscellany. OTRS allows some 80 volunteer agents from around the world to work efficiently together, greatly improving Wikimedia's responsiveness to the general public. It makes it easier to help people for whom the wiki is still a strange land ("You have a massive security hole ― did you know that anyone can edit pages?!").

The OTRS EMEA call center deployment in support of Toshiba laptops and other computers was such a success, that we are extending system support to Toshiba TVs and DVD players. Since feedback on our OTRS solution is 99 percent positive, we will certainly deploy it in our upcoming new call center locations, including Turkey and Switzerland.