I find OTRS to be deficient in many areas, but most especially in its administrative back end. Its installation and configuration is incredibly arcane; Its LDAP integration is a nightmare; and the documentation is more often then not vague, inaccurate, or flat out incorrect. It's upgradability is virtually null. A support contact with OTRS will buy you nothing more than a tech telling you (via email) that you have to pay almost that same amount (per incident) for an onsite technician to decipher code. The only area that OTRS seems to have an advantage is it's ability handle HTML email within the ticket and a good attachment handler. However, unless you have a dynamite MySQL DBA, a PERL programmer with years of experience, and an MIT educated Linux administrator on staff, stay away from OTRS! Don't be seduced by the fantasy of Pay for Support Open Source! Also, don't be strong-armed into considering purchasing their Cloud Based solutions. There are cheaper and better services out there.

Process of Trouble Ticketing is very deeply developed and the Ticket can be routed between many Groups/Roles and Queues. Every mail can be parsed and generate a new Ticket.

can be configured as required and the escalation and tracking is easier

Overall, I had a really great experience with this program and would definitely recommend this program.

user friendly and easy to use. enables escalation , owner updating and making notes to follow up.