Deskpro vs OTRS
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Deskpro offers more features (110 vs 25) and more integrations (10 vs 5). Starting price: Deskpro at $39/mo vs OTRS at Contact Sales. Deskpro has 110 unique features while OTRS has 25 unique features, with 0 features in common.
| Deskpro | OTRS | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 110 | 25 |
| AI-Powered Features | 16 | 1 |
| Starting Price | $39/mo | Contact Sales |
| Pricing Tiers | 3 | 0 |
| Integrations | 10 | 5 |
| Shared Features | 0 | |
| Shared Integrations | 2 | |
| Data Quality | 95% | 50% |
Feature Comparison by Category
AI (16 vs 1)
| Feature | Deskpro | OTRS |
|---|---|---|
| AI Agent Assist (Co-pilot) | ||
| AI Chatbot | ||
| AI Data Sources | ||
| AI Draft Responses | ||
| AI Guardrails | ||
| AI Intent Detection | ||
| AI Sentiment Analysis | ||
| AI Spelling & Grammar Check | ||
| AI Summaries of Tickets | ||
| AI Ticket Summaries | ||
| AI Ticket Translation | ||
| AI Tone Enhancement | ||
| AI-Powered Workflow Automations | ||
| AWS PrivateLink Integration | ||
| Custom AI Model Integration |
Administration (3 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Multiple Brand Support | ||
| Shared Agents/Multi-Account | ||
| Workspaces |
Analytics (0 vs 1)
| Feature | Deskpro | OTRS |
|---|---|---|
| Reporting |
Automation (11 vs 3)
| Feature | Deskpro | OTRS |
|---|---|---|
| Auto Responses | ||
| Automatic Time Accounting | ||
| Bot Flows | ||
| Business Process Management (BPMS) | ||
| Escalations | ||
| Follow Ups | ||
| Macros | ||
| Mass Actions | ||
| Office Management Automation | ||
| Round Robin | ||
| Snippets | ||
| Triggers & Categorization | ||
| Work Shifts | ||
| Workflows and Automation |
Channels (9 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Dynamic Forms | ||
| Email Ticketing | ||
| Live Chat | ||
| Microsoft Teams Integration | ||
| SMS Support | ||
| Slack Integration | ||
| Social Media Support (Facebook & Instagram) | ||
| Voice (Call Center) | ||
| WhatsApp Support |
Communication (2 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Shared Inbox | ||
| Unified Inbox |
Compliance (7 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| CSA Star Certification | ||
| Cyber Essentials Plus | ||
| DPA (Data Processing Agreement) | ||
| GDPR Compliance | ||
| HIPAA-Compliant Hosting | ||
| ISO 27001 Compliance | ||
| SOC 2 Compliance |
Core (0 vs 14)
| Feature | Deskpro | OTRS |
|---|---|---|
| Asset Management | ||
| CMDB (Configuration Management Database) | ||
| Community Edition | ||
| Customer Service & Support | ||
| Customization | ||
| Device Management | ||
| Enterprise Service Management | ||
| HR Management | ||
| Help Desk | ||
| IT Service Management (ITSM) | ||
| ITIL® Processes | ||
| Issue Tracking System | ||
| Knowledge Management | ||
| Ticket Management |
Customization (4 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Brand and Customization | ||
| Custom Templates | ||
| Theme Customization | ||
| White Labeling |
Deployment (4 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Deskpro Private | ||
| On-Premise Deployment | ||
| Private Cloud Deployment | ||
| Sovereign Cloud Deployment |
Infrastructure (3 vs 1)
| Feature | Deskpro | OTRS |
|---|---|---|
| Data Center Choice | ||
| Multi-regional Access | ||
| On-Premise & Managed Deployment | ||
| Uptime SLA |
Integrations (6 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Apps & Integrations | ||
| Apps Marketplace | ||
| Build Custom Apps | ||
| CRM Sync | ||
| Full REST API | ||
| Zapier Integration |
Mobile (1 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Mobile Apps |
Reporting (8 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| 150+ Built In Reports | ||
| Analytics | ||
| Custom Dashboards | ||
| Custom Reports | ||
| Customer Satisfaction Surveys | ||
| Data Export | ||
| Report Sharing | ||
| Reporting Permissions |
Security (6 vs 4)
| Feature | Deskpro | OTRS |
|---|---|---|
| Agent Two Factor Authentication | ||
| Built-in Security and Compliance | ||
| Cyber Defense & Security Incidents (STORM) | ||
| Full Data Encryption | ||
| ISMS (Information Security Management System) | ||
| SSO (Single Sign-On) | ||
| Security Incident Management | ||
| Security Reviews | ||
| User Two Factor Authentication | ||
| Vulnerability Management |
Self-Service (11 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Community | ||
| Content Permissions | ||
| Content Publishing & Review Scheduling | ||
| Dynamic Forms | ||
| Feedback & Ratings | ||
| Files | ||
| Guides | ||
| Help Center | ||
| Knowledge Base | ||
| Multi-Brand Help Centers | ||
| News |
Support (6 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Custom Contracts | ||
| Custom Feature Development | ||
| Dedicated Customer Success Manager | ||
| Implementation Services | ||
| Quarterly Health Checks | ||
| Sandbox Environment |
Team Management (1 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| Lite Agents |
Ticketing (12 vs 0)
| Feature | Deskpro | OTRS |
|---|---|---|
| @mentions | ||
| Agent Notes | ||
| Custom Fields | ||
| Labels | ||
| Omnichannel Ticketing | ||
| Stars | ||
| Ticket Followers | ||
| Ticket Permissions | ||
| Ticket Queues | ||
| Ticket SLAs | ||
| Ticket Translation | ||
| Ticket Urgency |
Visualization (0 vs 1)
| Feature | Deskpro | OTRS |
|---|---|---|
| Kanban View |
Unique Features
Only in Deskpro (110)
Multiple Brand Support
Shared Agents/Multi-Account
Workspaces
AI Agent Assist (Co-pilot)
AI Chatbot
AI Data Sources
AI Draft Responses
AI Guardrails
AI Intent Detection
AI Sentiment Analysis
AI Spelling & Grammar Check
AI Ticket Summaries
AI Ticket Translation
AI Tone Enhancement
AI-Powered Workflow Automations
AWS PrivateLink Integration
Custom AI Model Integration
Deskpro AI
Private AI
Auto Responses
+ 90 more unique features
Only in OTRS (25)
AI Summaries of Tickets
Reporting
Automatic Time Accounting
Business Process Management (BPMS)
Office Management Automation
Asset Management
CMDB (Configuration Management Database)
Community Edition
Customer Service & Support
Customization
Device Management
Enterprise Service Management
Help Desk
HR Management
Issue Tracking System
IT Service Management (ITSM)
ITIL® Processes
Knowledge Management
Ticket Management
On-Premise & Managed Deployment
+ 5 more unique features
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