# Deskpro vs OTRS Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Deskpro excels in configurability, allowing users to tailor the system to their specific needs. One user highlighted the integration with Shortcut, which streamlines processes and reduces the risk of missed information, making it a strong choice for teams that require flexibility.
- **Users say** that OTRS provides a clean user interface that simplifies ticket management, especially for organizations with numerous teams. The categorization feature is particularly praised, helping users keep their communications organized in one place, which is essential for effective customer support.
- **Reviewers mention** that Deskpro's user interface is intuitive and easy to navigate, with one user noting its "nice simple layout" that enhances task management. This ease of use is a significant advantage for teams looking to minimize training time and maximize productivity.
- **According to verified reviews** , OTRS shines in its quality of support, with users appreciating the responsiveness and helpfulness of the support team. This aspect is crucial for businesses that rely on timely assistance to resolve issues and maintain service levels.
- **G2 reviewers highlight** that Deskpro's ease of setup is a strong point, with users finding the onboarding process straightforward. This is particularly beneficial for small businesses that may not have extensive IT resources to dedicate to implementation.
- **Users report** that while OTRS has a solid feature set, some find it less customizable compared to Deskpro. This can be a drawback for teams that need specific functionalities tailored to their workflows, as noted by users who appreciate Deskpro's higher degree of customization options.



| | Deskpro | OTRS | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 97 | 38 | 
| **Largest Market Segment** | Small-Business (46.8% of reviews) | Enterprise (59.5% of reviews) | 
| **Entry Level Price** | $39.00 1 Agent Per Month | No pricing available | 

---
## Top Pros & Cons

### Deskpro

Pros:
- Ease of Use (19 reviews)
- Features (16 reviews)

Cons:
- Ticketing Issues (9 reviews)
- Limited Features (7 reviews)

### OTRS

Pros:
- Customizability (1 reviews)
- Customization (1 reviews)

Cons:
- Ticketing Issues (2 reviews)
- Access Control (1 reviews)

---
## Ratings Comparison
| Rating | Deskpro | OTRS | 
|---|---|---|
  | **Meets Requirements** | 8.5 (88 reviews) | 9.2 (33 reviews) | 
  | **Ease of Use** | 8.1 (90 reviews) | 9.1 (33 reviews) | 
  | **Ease of Setup** | 8.2 (67 reviews) | 7.9 (8 reviews) | 
  | **Ease of Admin** | 8.4 (44 reviews) | 6.9 (7 reviews) | 
  | **Quality of Support** | 8.7 (77 reviews) | 9.0 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (44 reviews) | 6.7 (6 reviews) | 
  | **Product Direction (% positive)** | 8.3 (87 reviews) | 7.1 (32 reviews) | 

---
## Pricing

### Deskpro

#### Entry-Level Pricing

Plan: Cloud Team

Price: $39.00 1 Agent Per Month

Description: Essential tools for small teams getting started

Key Features:
- Unified inbox for every channel
- Self-Service Help Center
- Chatbot

[Browse all 7 editions](https://www.g2.com/products/deskpro/pricing)

#### Free Trial

Yes

### OTRS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 7.4/10 | 80 |
| **OTRS** | 8.3/10 | 28 |

#### Ticket and Case Management

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Ticket creation user experience** | 8.6 (79 reviews) ✓ Verified | 9.1 (27 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.5 (76 reviews) ✓ Verified | 8.8 (27 reviews) ✓ Verified | 
| **Workflow** | 8.6 (75 reviews) ✓ Verified | 8.9 (25 reviews) ✓ Verified | 
| **Response Automation** | 8.3 (72 reviews) ✓ Verified | Feature Not Available | 
| **SLA Management** | 7.9 (70 reviews) ✓ Verified | 8.8 (23 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (73 reviews) ✓ Verified | 8.7 (25 reviews) | 
| **Ticket Collaboration** | 8.7 (73 reviews) ✓ Verified | 8.8 (27 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.1 (68 reviews) ✓ Verified | 8.5 (18 reviews) ✓ Verified | 

#### Generative AI

| Feature | Deskpro | OTRS | 
|---|---|---|
| **AI Text Generation** | 6.4 (45 reviews) | Not enough data | 
| **AI Text Summarization** | 6.3 (45 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 5.0 (10 reviews) | Not enough data | 
| **Natural Language Interaction** | 4.8 (10 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (10 reviews) | Not enough data | 

#### Communication Channels

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Customer Portal** | 8.2 (73 reviews) ✓ Verified | 8.4 (19 reviews) ✓ Verified | 
| **Email to Case** | 8.8 (74 reviews) ✓ Verified | 8.4 (22 reviews) ✓ Verified | 
| **Chat/Live Support** | 7.0 (66 reviews) ✓ Verified | 7.5 (16 reviews) ✓ Verified | 
| **Social Integration** | 6.7 (57 reviews) | Feature Not Available | 
| **Voice** | 6.1 (55 reviews) ✓ Verified | 7.8 (15 reviews) ✓ Verified | 

#### Platform

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Mobile User Support** | 6.7 (60 reviews) ✓ Verified | Feature Not Available | 
| **Customization ** | 8.1 (71 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.3 (67 reviews) ✓ Verified | 7.5 (8 reviews) ✓ Verified | 
| **Integration** | 7.8 (63 reviews) ✓ Verified | 8.7 (5 reviews) ✓ Verified | 
| **Reporting** | 7.6 (68 reviews) ✓ Verified | 8.3 (21 reviews) ✓ Verified | 
| **Dashboards** | 7.6 (67 reviews) ✓ Verified | 8.6 (23 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | N/A | N/A |
| **OTRS** | 9.0/10 | 23 |

#### Administration

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Change Management** | Not enough data | 9.3 (21 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 9.1 (19 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 9.3 (20 reviews) ✓ Verified | 

#### Service Desk

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Help Desk** | Not enough data | 9.3 (20 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.0 (21 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (20 reviews) ✓ Verified | 

#### Management

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Reporting** | Not enough data | 8.5 (13 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (13 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 9.0 (12 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (12 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 9.3 (10 reviews) | 

#### Functionality

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (14 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.1 (14 reviews) | 
| **Alerting** | Not enough data | 8.8 (14 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.4 (11 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 9.0/10 | 72 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | OTRS | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Pop-up Chat** | 9.1 (9 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.5 (11 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 9.4 (8 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Customization ** | 8.1 (71 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.4 (9 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 9.0 (8 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 9.0 (10 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.4 (9 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 7.3/10 | 24 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | OTRS | 
|---|---|---|
| **AI Text Summarization** | 6.9 (8 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Knowledge Base** | 8.3 (23 reviews) | Not enough data | 
| **Searchable Articles** | 7.9 (21 reviews) | Not enough data | 
| **Community Forums** | 7.3 (20 reviews) | Not enough data | 
| **Mobile Optimization** | 6.9 (9 reviews) | Not enough data | 
| **Personalization** | 7.9 (11 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Branding** | 8.1 (13 reviews) | Not enough data | 
| **Automation** | 7.6 (12 reviews) | Not enough data | 
| **Artificial Intelligence** | 5.2 (7 reviews) | Not enough data | 
| **Integrations** | 6.9 (13 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Deskpro | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Deskpro** | 8.1/10 | 8 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Deskpro | OTRS | 
|---|---|---|
| **AI Text Generation** | 8.3 (8 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (8 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Deskpro (3):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to OTRS (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Deskpro | OTRS | 
|---|---|---|
| **Small-Business** | 46.8% | 8.1% | 
| **Mid-Market** | 45.7% | 32.4% | 
| **Enterprise** | 7.4% | 59.5% | 

### By Industry

#### Deskpro

- **Information Technology and Services:** 26.4%
- **Computer & Network Security:** 7.7%
- **Computer Software:** 6.6%
- **Mental Health Care:** 6.6%
- **Education Management:** 5.5%
- **Primary/Secondary Education:** 4.4%
- **Retail:** 3.3%
- **Higher Education:** 3.3%
- **Accounting:** 2.2%
- **Computer Networking:** 2.2%
- **Other:** 31.9%

#### OTRS

- **Pharmaceuticals:** 29.7%
- **Information Technology and Services:** 10.8%
- **Higher Education:** 8.1%
- **Outsourcing/Offshoring:** 5.4%
- **Computer Software:** 5.4%
- **Internet:** 5.4%
- **Government Administration:** 5.4%
- **Automotive:** 2.7%
- **Computer & Network Security:** 2.7%
- **Computer Hardware:** 2.7%
- **Other:** 21.6%

---
## Alternatives

### Alternatives to Deskpro

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews)
- [Helpshift](https://www.g2.com/products/helpshift/reviews) — 4.3/5 stars (381 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

### Alternatives to OTRS

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1860 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [osTicket](https://www.g2.com/products/osticket/reviews) — 4.4/5 stars (44 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)

---
## Top Discussions

### Deskpro

- Title: [What is Deskpro used for?](https://www.g2.com/discussions/what-is-deskpro-used-for) — 1 comment, 1 upvote
  > **Top comment:** "It is used a help desk ticketing system for organizations IT team members to track and record what requests are submitted for them. You are able to graph..."

### OTRS

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/deskpro-vs-otrs)