OTRS and SysAid, An In-Depth Comparison 2024

Comparison Summary

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

SysAid: SysAid delivers automated IT service through a comprehensive, AI-powered next-gen ITSM platform. Exceptional service and advanced features are provided.

OTRS and SysAid: Customer Satisfaction Data

Most deployed common Use Cases for OTRS and SysAid

How can OTRS and SysAid enhance your Helpdesk Management process?

OTRS and Sysaid are both helpdesk management tools. OTRS is an open-source tool that emphasizes automation and customization, while Sysaid is a commercial tool that focuses on ease of use and affordability. OTRS is known for its comprehensive features, including ITSM and process management capabilities, but can have limitations in customization. Sysaid, while offering a wide range of features, may lack the flexibility and automation options of OTRS.

"...I've been using OTRS for quite a few years now, and it's an excellent piece of software that makes my life as a sysadmin/support desk guy easier...." Peer review by Verified Reviewer

"...Its features are rich, configurable, and highly-scalable help desk solution suitable for any business especially large organization like mine...." Peer review by Rickell Muir, Transportation/Trucking/Railroad

How does OTRS and SysAid address your Knowledge Management Challenges?

Both OTRS and Sysaid provide knowledge management capabilities. OTRS offers a more robust knowledge base system with features like a public information access, a customer survey tool, and an independent service catalog. Sysaid's knowledge base is primarily focused on managing and classifying incidents, documenting processes, and generating statistical reports. A limitation of both systems is that they can be difficult to use for searching and managing large amounts of information.

"...ITIL orientation for ops processes and inclusion of Configuration and Knowledge management. ...." Peer review by Georges A., Service Manager, Telecommunications

"...We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets...." Peer review by Matteo T., CIO, Legal Services

How can OTRS and SysAid optimize your Workflow Management Workflow?

Both OTRS and Sysaid help manage workflows. OTRS emphasizes workflow customization, enabling users to define and automate a wide range of processes, including request management, asset management, and integration with external systems. Sysaid focuses on streamlining workflows, offering features like ticket creation, assignment, and escalation. OTRS allows greater customization and automation of workflows, while Sysaid provides a more streamlined approach with pre-defined workflows. Sysaid, however, may have limitations in terms of customization and automation compared to OTRS.

"...Easy to create & Track, Group similar issue tickets - Workflow, Notification, Process flow automation can easily be configured with no to minimal effort. . ...." Peer review by Verified Reviewer

"...The workflows are easy to set and stay on top of your work...." Peer review by Lori S, Support Services Lead

Why is OTRS and SysAid the best choice for Communication Management?

OTRS and Sysaid both facilitate communication management through email integration. OTRS uses automation to create tickets from emails while Sysaid focuses on routing emails to appropriate teams. OTRS offers more advanced features like automatic S/MIME certificate retrieval, while Sysaid emphasizes ease of use for end-users. Limitations in both tools include potential for unintended email triggering and potential for system errors.

"...Any users facing the issue, send an Email to us and the OTRS automatically converts it into a ticket which the admin can see and resolve all the issues...." Peer review by Mukhtiyar A, Associate-IT, Information Technology and Services

"...ease of opening tickets for our end users - simply sending an email and then setting up routing rules for ticket classification or assignment...." Peer review by Maura K., IT Helpdesk Supervisor, Manufacturing

How efficiently Does OTRS and SysAid manage your Engagement Management?

Both OTRS and Sysaid support engagement management by enabling follow-ups, tracking requests, and managing incidents. OTRS emphasizes customer-centric features, offering capabilities like asset tracking, personalized organizers, and customer attribute management. Sysaid focuses on user engagement and incident control, providing tools for internal communication and efficient follow-up. However, Sysaid has a limitation with its end-user portal for knowledge base and service request follow-up.

"...The pending reminder feature is great and it lets us know when to follow up next. ...." Peer review by Jimmy K., IT Analyst ( Global Service Desk ), Internet

"...been using sysaid last 5 years to manage user incidents and coordinate support engineers, experience has been good,...." Peer review by Administrator