OTRS vs Re:amaze
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
OTRS offers fewer features (25 vs 47) and fewer integrations (5 vs 11). Starting price: OTRS at Contact Sales vs Re:amaze at $29/mo. OTRS has 24 unique features while Re:amaze has 46 unique features, with 1 features in common.
| OTRS | Re:amaze | |
|---|---|---|
| Category | IT Service Management | IT Service Management |
| Total Features | 25 | 47 |
| AI-Powered Features | 1 | 9 |
| Starting Price | Contact Sales | $29/mo |
| Pricing Tiers | 0 | 5 |
| Integrations | 5 | 11 |
| Shared Features | 1 | |
| Shared Integrations | 0 | |
| Data Quality | 50% | 85% |
Feature Comparison by Category
AI (1 vs 5)
| Feature | OTRS | Re:amaze |
|---|---|---|
| AI Agent | ||
| AI Article Generation | ||
| AI Reply Drafting | ||
| AI Summaries of Tickets | ||
| AI-Powered FAQ Suggestions | ||
| Sentiment Analysis |
Analytics (1 vs 7)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Advanced Reporting | ||
| Connected Customer Insights | ||
| Customer Intents | ||
| Customer Satisfaction Ratings | ||
| Reporting | ||
| Satisfaction Surveys | ||
| Staff Performance Reporting |
Automation (3 vs 6)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Automatic Time Accounting | ||
| Business Process Management (BPMS) | ||
| Chatbots | ||
| Cues | ||
| Custom Bots | ||
| Office Management Automation | ||
| Order Bot | ||
| Welcome Bot | ||
| Workflows |
Collaboration (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Team Presence |
Communication (0 vs 5)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Classic Chat Mode | ||
| Live Chat | ||
| SMS and Voice Channels | ||
| Status Page | ||
| Video Calls |
Core (14 vs 0)
| Feature | OTRS | Re:amaze |
|---|---|---|
| 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 Platform (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Shared Inbox |
Customization (0 vs 2)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Custom Hosted Domain | ||
| Customizable Email Appearance |
Forms (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Contact Forms |
Infrastructure (1 vs 0)
| Feature | OTRS | Re:amaze |
|---|---|---|
| On-Premise & Managed Deployment |
Integration (0 vs 3)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Email Integration | ||
| Social Media Channels | ||
| Website Integration |
Knowledge Base (0 vs 4)
| Feature | OTRS | Re:amaze |
|---|---|---|
| AI Knowledge Base | ||
| Article Feedback | ||
| FAQ Center | ||
| FAQ Edit History |
Marketing (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Push Campaigns |
Mobile (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Mobile Apps |
Monitoring (0 vs 4)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Live Dashboard | ||
| Live Dashboard Customer Monitoring | ||
| Live View of Site Visitors | ||
| Peek |
Organization (0 vs 3)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Departments | ||
| Multibrand | ||
| Tags |
Productivity (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Quick Answers |
Scheduling (0 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Office Hours |
Security (4 vs 1)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Cyber Defense & Security Incidents (STORM) | ||
| ISMS (Information Security Management System) | ||
| Role Permissions | ||
| Security Incident Management | ||
| Vulnerability Management |
Visualization (1 vs 0)
| Feature | OTRS | Re:amaze |
|---|---|---|
| Kanban View |
Unique Features
Only in OTRS (24)
AI Summaries of Tickets
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
Cyber Defense & Security Incidents (STORM)
+ 4 more unique features
Only in Re:amaze (46)
AI Agent
AI Article Generation
AI Reply Drafting
AI-Powered FAQ Suggestions
Sentiment Analysis
Advanced Reporting
Connected Customer Insights
Customer Intents
Customer Satisfaction Ratings
Satisfaction Surveys
Staff Performance Reporting
Chatbots
Cues
Custom Bots
Order Bot
Welcome Bot
Workflows
Team Presence
Classic Chat Mode
Live Chat
+ 26 more unique features
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