Jira Service Management vs OTRS
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Jira Service Management offers more features (61 vs 25) and more integrations (11 vs 5). Starting price: Jira Service Management at $20/mo vs OTRS at Contact Sales. Jira Service Management has 60 unique features while OTRS has 24 unique features, with 1 features in common.
| Jira Service Management | OTRS | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 61 | 25 |
| AI-Powered Features | 10 | 1 |
| Starting Price | $20/mo | Contact Sales |
| Pricing Tiers | 4 | 0 |
| Integrations | 11 | 5 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 95% | 50% |
Feature Comparison by Category
AI (6 vs 1)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| 24/7 Self-Service AI Teammates | ||
| AI Summaries of Tickets | ||
| AI-Powered Request Triage | ||
| AI-Powered Virtual Service Agent | ||
| Rovo Agents | ||
| Rovo Search and Chat | ||
| Smart Context with Teamwork Graph |
AIOps (4 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| AI Incident Creation | ||
| AI Post-Incident Reviews | ||
| AI Risk Assessment | ||
| Alert Grouping |
Administration (2 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Advanced Admin Controls | ||
| Multiple Sites |
Analytics (2 vs 1)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Atlassian Analytics and Data Lake | ||
| Cross-product Insights | ||
| Reporting |
Asset Management (4 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Asset and Configuration Management | ||
| Asset and Service Repository | ||
| Service Dependency Management | ||
| Service Registry |
Automation (1 vs 3)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Automatic Time Accounting | ||
| Business Process Management (BPMS) | ||
| Office Management Automation | ||
| Unlimited Automations |
Change Management (5 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Change Calendar | ||
| Change Management Configuration | ||
| Change Risk Assessment | ||
| Deployment Gating with CI/CD Tools | ||
| Deployment Tracking |
Collaboration (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Dev and Ops Collaboration |
Communication (2 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Status Pages | ||
| Unlimited Email Notifications |
Core (0 vs 14)
| Feature | Jira Service Management | 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 |
Core ITSM (6 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Asset Management | ||
| Change Management | ||
| Configuration Management | ||
| Incident Management | ||
| Problem Management | ||
| Request Management |
Data Management (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Alert Data Retention |
Incident Management (9 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Active Incident Monitoring | ||
| Advanced Incident and Problem Management | ||
| Alert Notifications and Routing | ||
| Alerts and On-Call Schedules | ||
| Incident Stakeholder Communication | ||
| Incident Template | ||
| Major Incident Escalation | ||
| On-Call Schedule Management | ||
| Real-time Incident Monitoring |
Infrastructure (0 vs 1)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| On-Premise & Managed Deployment |
Integration (5 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| 1,000+ Marketplace Apps and Integrations | ||
| Chat Integration | ||
| Integrations for ChatOps and Monitoring | ||
| Link Requests to Jira Issues | ||
| Rich APIs |
Knowledge Management (3 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Custom-Branded Help Center | ||
| Embedded Knowledge Base | ||
| Multiple Help Centers |
Localization (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Multi-language Support |
Mobile (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Mobile App |
Platform (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Service Collection |
Reporting (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Default and Customizable Reports |
Request Management (2 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Customizable Forms and Workflows | ||
| Multi-channel Support |
Security (3 vs 4)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Audit Logs | ||
| Cyber Defense & Security Incidents (STORM) | ||
| Enterprise-grade Identity and Access Management | ||
| ISMS (Information Security Management System) | ||
| Multi-region Data Residency | ||
| Security Incident Management | ||
| Vulnerability Management |
Templates (1 vs 0)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| ESM Templates |
Visualization (0 vs 1)
| Feature | Jira Service Management | OTRS |
|---|---|---|
| Kanban View |
Unique Features
Only in Jira Service Management (60)
Advanced Admin Controls
Multiple Sites
24/7 Self-Service AI Teammates
AI-Powered Request Triage
AI-Powered Virtual Service Agent
Rovo Agents
Rovo Search and Chat
Smart Context with Teamwork Graph
AI Incident Creation
AI Post-Incident Reviews
AI Risk Assessment
Alert Grouping
Atlassian Analytics and Data Lake
Cross-product Insights
Asset and Configuration Management
Asset and Service Repository
Service Dependency Management
Service Registry
Unlimited Automations
Change Calendar
+ 40 more unique features
Only in OTRS (24)
AI Summaries of Tickets
Reporting
Automatic Time Accounting
Business Process Management (BPMS)
Office Management Automation
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
Cyber Defense & Security Incidents (STORM)
+ 4 more unique features
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