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Compare ConnectWise PSA and OTRS 
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At a Glance
Market Segments
Small-Business (66.9% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
ConnectWise PSA
Star Rating
(514)3.9 out of 5
Market Segments
Small-Business (66.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about ConnectWise PSAOTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Reviews say that OTRS excels in ease of use with a score of 9.2 compared to ConnectWise PSA's 7.2, making it more intuitive for new users. Users report that OTRS's interface is straightforward, allowing for quicker onboarding and less training time.
- Users on G2 mention that OTRS has a superior quality of support, scoring 9.1 against ConnectWise PSA's 7.3. Reviewers highlight OTRS's responsive customer service and comprehensive documentation as key strengths.
- Reviewers mention that OTRS outperforms ConnectWise PSA in ticket creation user experience, scoring 9.2 compared to 8.5. Users appreciate OTRS's streamlined ticket submission process, which reduces the time spent on creating tickets.
- Users report that OTRS offers better integration capabilities with a score of 8.7 versus ConnectWise PSA's 7.8. Reviewers highlight OTRS's ability to seamlessly connect with various third-party applications, enhancing workflow efficiency.
- G2 users indicate that OTRS provides a more robust reporting feature, scoring 8.3 compared to ConnectWise PSA's 7.5. Reviewers mention that OTRS's reporting tools allow for more detailed insights and customizable reports, which are crucial for data-driven decision-making.
- Users say that while ConnectWise PSA has strong user, role, and access management features with a score of 8.5, OTRS's score of 7.5 indicates it may not be as flexible in this area. Reviewers note that ConnectWise PSA allows for more granular control over user permissions, which is beneficial for larger teams.
Pricing
Entry-Level Pricing
ConnectWise PSA
No pricing availableOTRS
No pricing availableFree Trial
ConnectWise PSA
No trial information availableOTRS
No trial information availableRatings
Meets Requirements
8.3
433
9.2
33
Ease of Use
7.2
439
9.1
33
Ease of Setup
6.2
223
7.9
8
Ease of Admin
7.1
211
6.9
7
Quality of Support
7.3
405
9.0
28
Has the product been a good partner in doing business?
7.4
210
6.7
6
Product Direction (% positive)
6.9
424
7.1
32
Features by Category
Sales Force Automation
8.5
136
|
Verified
Not enough data
7.9
95
|
Verified
Not enough data
7.8
124
|
Verified
Not enough data
8.3
138
|
Verified
Not enough data
7.6
101
|
Verified
Not enough data
8.3
128
Not enough data
8.0
113
|
Verified
Not enough data
8.1
113
|
Verified
Not enough data
8.3
123
|
Verified
Not enough data
Marketing Automation
7.3
85
|
Verified
Not enough data
7.2
88
|
Verified
Not enough data
7.4
93
|
Verified
Not enough data
7.4
76
|
Verified
Not enough data
Customer Support
8.4
127
Not enough data
7.6
124
|
Verified
Not enough data
7.7
119
Not enough data
7.5
82
Not enough data
7.9
108
Not enough data
Reporting & Analytics
7.5
138
|
Verified
Not enough data
7.3
137
|
Verified
Not enough data
7.5
112
Not enough data
Mobile & Social
Feature Not Available
Not enough data
Feature Not Available
Not enough data
6.8
95
|
Verified
Not enough data
Platform
7.4
80
Not enough data
7.9
85
Not enough data
8.2
85
Not enough data
7.6
53
Not enough data
7.2
56
Not enough data
7.0
74
Not enough data
8.0
82
Not enough data
7.3
77
Not enough data
Integration
7.7
79
Not enough data
8.0
77
Not enough data
8.5
75
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - CRM
6.1
6
Not enough data
5.3
6
Not enough data
6.1
6
Not enough data
5.3
6
Not enough data
5.8
6
Not enough data
5.3
6
Not enough data
6.4
6
Not enough data
Email Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Online Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Campaign Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Social
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Reporting & Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Marketing Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Ticket and Case Management
8.5
231
9.1
27
|
Verified
8.3
228
8.8
27
|
Verified
8.3
224
8.9
25
|
Verified
8.4
214
Feature Not Available
8.1
201
8.8
23
|
Verified
7.8
216
8.7
25
8.3
224
8.8
27
|
Verified
8.4
167
8.5
18
|
Verified
Generative AI
6.3
9
Not enough data
6.1
9
Not enough data
Agentic AI - Help Desk
4.4
6
Not enough data
4.4
6
Not enough data
4.7
6
Not enough data
Communication Channels
7.6
178
8.4
19
|
Verified
8.5
212
8.4
22
|
Verified
7.7
136
7.5
16
|
Verified
7.1
109
Feature Not Available
7.5
77
7.8
15
|
Verified
Platform
6.5
85
Feature Not Available
7.7
96
6.7
8
|
Verified
8.4
104
7.5
8
|
Verified
7.8
86
8.7
5
|
Verified
7.5
195
8.3
21
|
Verified
7.5
203
8.6
23
|
Verified
Administration
Not enough data
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Service Desk
Not enough data
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Management
Not enough data
8.5
13
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
8.8
12
|
Verified
Not enough data
9.3
10
Functionality
Not enough data
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Management
7.3
48
Not enough data
6.9
49
Not enough data
5.7
44
Not enough data
6.7
51
Not enough data
Project Management
6.6
49
Not enough data
6.6
49
Not enough data
6.6
48
Not enough data
7.2
50
Not enough data
Accounting
6.7
48
Not enough data
7.3
48
Not enough data
6.8
47
Not enough data
6.6
44
Not enough data
6.5
44
Not enough data
Portfolio Management
6.1
44
Not enough data
6.0
43
Not enough data
6.1
43
Not enough data
6.2
42
Not enough data
Analytics
6.0
44
Not enough data
6.6
49
Not enough data
6.1
47
Not enough data
Administration
7.2
48
Not enough data
7.5
50
Not enough data
7.4
47
Not enough data
Platform
7.0
45
Not enough data
6.2
42
Not enough data
6.9
48
Not enough data
5.6
46
Not enough data
4.8
43
Not enough data
Generative AI
4.2
28
Not enough data
4.3
28
Not enough data
Artificial Intelligence - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Professional Services Automation
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
7.6
11
Not enough data
7.3
11
Not enough data
8.5
11
Not enough data
7.0
11
Not enough data
6.5
11
Not enough data
Reporting
7.3
11
Not enough data
7.7
11
Not enough data
6.5
11
Not enough data
Access & Usability
6.5
10
Not enough data
7.8
9
Not enough data
6.7
9
Not enough data
6.7
9
Not enough data
Agentic AI - Service Desk
4.2
6
Not enough data
6.1
6
Not enough data
5.0
6
Not enough data
4.7
6
Not enough data
4.2
6
Not enough data
4.4
6
Not enough data
4.7
6
Not enough data
Categories
Categories
Shared Categories
ConnectWise PSA and OTRS are categorized as Help Desk
Unique Categories
ConnectWise PSA is categorized as CRM, Professional Services Automation, Service Desk, and Marketing Automation
OTRS is categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
ConnectWise PSA
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
60.0%
Computer & Network Security
8.4%
Computer Networking
5.3%
Computer Software
4.1%
Telecommunications
3.3%
Other
19.0%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Alternatives
Discussions
What applications does this tie to in order to maximimize use of other programs?
1 Comment
GG
I am not familiar with the programs you mention, but we somehow integrated with Hubspot for our sales and marketing teams. I was not part of the integration...Read more
ConnectWise PSA has no more discussions with answers
OTRS has no discussions with answers
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