SaaSipedia

OTRS

otrs.com
IT Service Management
Weekend Project

Software Solutions for Customer Service, ITSM, ISMS and Cyber Defense Solutions

How to Replace OTRS
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Overview

OTRS is flexible and customizable software with out-of-the-box solutions for all service management needs. It streamlines operations and empowers IT teams with solutions for customer service, IT service management, HR management, office management, and cyber defense. The platform offers ready-to-use solutions as well as customizable software for managing inquiries, requirements, tasks and assets.

Features

25 features across 7 categories

AI(1)

AI Summaries of TicketsAIPremium

Benefit from more simplicity and better results through AI-powered ticket summaries

Also in: monday.com, Notion, Airtable

Analytics(1)

Reporting

Comprehensive reporting and analytics features

Also in: Hugging Face, Notion, Smartsheet

Automation(3)

Automatic Time Accounting

Put automatic time accounting to work for accurate billing and planning

Business Process Management (BPMS)

Business process automation and workflows to optimize resources and improve ROI

Office Management Automation

Automate office management processes with software solution

Also in: monday.com, Notion, Airtable

Core(14)

Asset Management

Manage and track IT assets and infrastructure

CMDB (Configuration Management Database)

Centralized database for IT configuration items and assets

Community Edition

Free community edition of OTRS software

Customer Service & Support

Solutions to boost customer satisfaction and lower response time (MTTR)

Customization

Flexible and customizable software to fit specific business needs

Device Management

Manage and track devices across the organization

Enterprise Service Management

Service management solutions for enterprise organizations

Help Desk

Centralized help desk solution for managing support requests

HR Management

Support HR team with processes such as application or leave management

Issue Tracking System

Track and manage issues throughout their lifecycle

IT Service Management (ITSM)

Automated, ITIL4-compliant processes for IT department support

ITIL® Processes

Support for ITIL compliant processes and best practices

Knowledge Management

Knowledge management in customer service and IT operations

Ticket Management

Manage customer inquiries and requests through a centralized ticketing system

Also in: Insider CDP, Ironclad, Hunter

Infrastructure(1)

On-Premise & Managed Deployment

Deployment options for both on-premise and managed hosting

Also in: Litmos, marvel-app, LiveKit

Security(4)

Cyber Defense & Security Incidents (STORM)

Solution for fast security orchestration, automation, and incident response

ISMS (Information Security Management System)

Support for ISO 27001 certification and ISMS processes

Security Incident Management

Manage and respond to security incidents

Vulnerability Management

Identify, assess, and manage security vulnerabilities

Also in: Hugging Face, Notion, Airtable

Visualization(1)

Kanban View

Visual task management using Kanban board interface

Also in: Ironclad, Obsidian, Smartsheet

Cost Calculator

Pricing data not available for OTRS. Check their website for current pricing.

Build vs Buy

Should you build a OTRS alternative or buy the subscription? Estimate based on 25 features.

Buy OTRS

Better Value
Monthly costContact Sales
3-year totalVaries
Time to deployDays

Build Your Own

Development cost$12,000
Maintenance$180/mo
3-year total$18,480
Dev time~1 months

Buying OTRS saves ~$18,480 over 3 years vs building.

Estimates based on 25 features and a BuildScore of 5/5. Actual costs vary.

Integrations

5 known integrations

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