Compare Dynamics 365 Customer Service and OTRS 
At a Glance
Market Segments
Mid-Market (53.6% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Dynamics 365 Customer Service
Star Rating
(32)4.4 out of 5
Market Segments
Mid-Market (53.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceOTRS
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 OTRSDynamics 365 Customer Service vs OTRS
When assessing the two solutions, reviewers found OTRS easier to use and set up. However, Dynamics 365 Customer Service is easier to administer. Reviewers also preferred doing business with Dynamics 365 Customer Service overall.
- Reviewers felt that OTRS meets the needs of their business better than Dynamics 365 Customer Service.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Dynamics 365 Customer Service over OTRS.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableOTRS
No pricing availableFree Trial
Dynamics 365 Customer Service
No trial information availableOTRS
No trial information availableRatings
Meets Requirements
8.5
20
9.2
33
Ease of Use
7.9
20
9.1
33
Ease of Setup
7.4
9
7.9
8
Ease of Admin
7.7
8
6.9
7
Quality of Support
8.4
19
9.0
28
Has the product been a good partner in doing business?
8.6
6
6.7
6
Product Direction (% positive)
8.2
19
7.1
32
Features by Category
Ticket and Case Management
8.2
10
|
Verified
9.1
27
|
Verified
8.3
10
|
Verified
8.8
27
|
Verified
8.8
10
|
Verified
8.9
25
|
Verified
8.9
9
|
Verified
Feature Not Available
8.7
9
|
Verified
8.8
23
|
Verified
8.2
10
8.7
25
8.7
9
|
Verified
8.8
27
|
Verified
8.5
10
|
Verified
8.5
18
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.3
10
|
Verified
8.4
19
|
Verified
8.7
10
8.4
22
|
Verified
8.3
9
|
Verified
7.5
16
|
Verified
8.0
10
Feature Not Available
8.5
10
|
Verified
7.8
15
|
Verified
Platform
8.3
6
Feature Not Available
8.9
6
|
Verified
6.7
8
|
Verified
9.0
7
|
Verified
7.5
8
|
Verified
8.3
7
|
Verified
8.7
5
|
Verified
8.5
9
|
Verified
8.3
21
|
Verified
8.7
9
|
Verified
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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
Internal Use
8.9
6
|
Verified
6.7
8
|
Verified
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
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.9
15
Not enough data
8.2
13
Not enough data
8.1
12
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
8.3
7
Not enough data
8.6
6
Not enough data
Agentic AI - Customer Self-Service
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Dynamics 365 Customer Service and OTRS are categorized as Help Desk
Unique Categories
Dynamics 365 Customer Service is categorized as Customer Self-Service, Live Chat, and Digital Customer Service Platforms
OTRS is categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
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
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Accounting
3.7%
Other
51.9%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Computer Software
5.4%
Other
40.5%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
OTRS has no discussions with answers
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