Guiding you to choose between osTicket vs. OTRS: 2024

Comparison Summary

osTicket: osTicket is a trusted open source support ticket system that streamlines customer service. It helps improve efficiency and scalability for handling customer inquiries.

OTRS: OTRS solutions are individually configured for flexibility and customization. They enable efficient work, convenient performance measurement, and easy integrations.

osTicket and OTRS: Customer Satisfaction Data

Most deployed common Use Cases for osTicket and OTRS

How can osTicket and OTRS enhance your Helpdesk Management process?

Osticket and OTRS are both open-source helpdesk management tools. Osticket focuses on ticket management and IT asset management, while OTRS emphasizes IT service management and offers a broader range of features, including workflow management and process management. Osticket is known for its ease of use, while OTRS is considered a more robust and feature-rich solution.

"...OS Ticket implemented as a Helpdesk, either internally or client facing can greatly reduce the burden of managing support cases...." Peer review by Don T, President/CEO/Head Genius

"...OTRS is an open source, simple yet powerful IT helpdesk tool that allows work orders to be created and organized to be serviced...." Peer review by User

How can osTicket and OTRS optimize your Knowledge Management Workflow?

Both Osticket and OTRS include knowledge management features. Osticket enables users to create a knowledge base of frequently asked questions (FAQs) to reduce support requests. OTRS offers a more comprehensive knowledge management system with features such as FAQs, service catalogs, and the ability to search across different content types. Osticket primarily focuses on ticket management while OTRS has a broader scope encompassing configuration and knowledge management.

"...It's got everything we need to help our customers, from the basic ticket system with classifications to a functional knowledge base...." Peer review by Chau Pham

"...Enterprise service management is all about expanding the concepts of knowledge management and practices beyond the IT environment...." OTRS Optimizes Practices Allowing Employees To Focus On Their Core Tasks And Increase Productivity

What makes osTicket and OTRS ideal for Communication Management?

Osticket and OTRS both enable users to create support tickets through email. Osticket sends automated email responses to keep users updated on their requests, while OTRS focuses on automation for recurring tasks, including sending emails and transferring information.

"...We needed a program that would allow our customers to create tickets when they had to request support of any kind, instead of sending us emails directly...." Peer review by Jorge C, Asesor de Operaciones

"...Client solution with escalation to other departments with email sending and reciving integration and easy to use with minimal configuration...." Peer review by Jaime P