OTRS

What do you like best?

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 modifiable environment variables. You can configure custom queues, auto-responses, customer groups, ticket states and much more. You can also start on their free edition and simply pay for support if you so desire.

What do you dislike?

There's not much I can say I dislike in OTRS. Major release updates are a bit of a chore to perform.

What problems are you solving with the product? What benefits have you realized?

ITSM is made easy through OTRS. We keep track of user requests and incidents all in a single pane of glass. Addressing incidents and requests are done in a very efficient manner, as a result.