# HaloITSM, OTRS vs osTicket Comparison

| | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Star Rating** | 4.8 out of 5 | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 22 | 38 | 44 | 
| **Largest Market Segment** | Mid-Market (55.0% of reviews) | Enterprise (59.5% of reviews) | Small-Business (56.8% of reviews) | 
| **Entry Level Price** | Starting at $49.00 Per Month | No pricing available | No pricing available | 

---
## Top Pros & Cons

### HaloITSM

Pros:
- Ease of Use (1 reviews)
- Easy Setup (1 reviews)

Cons:
- Limited Customization (1 reviews)
- Ticketing Issues (1 reviews)

### OTRS

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

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

### osTicket

**Not enough data**

---
## Ratings Comparison
| Rating | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
  | **Meets Requirements** | 9.4 (16 reviews) | 9.2 (33 reviews) | 8.8 (41 reviews) | 
  | **Ease of Use** | 9.8 (16 reviews) | 9.1 (33 reviews) | 8.2 (41 reviews) | 
  | **Ease of Setup** | 9.1 (16 reviews) | 7.9 (8 reviews) | 8.0 (29 reviews) | 
  | **Ease of Admin** | 9.1 (13 reviews) | 6.9 (7 reviews) | 8.3 (29 reviews) | 
  | **Quality of Support** | 9.6 (16 reviews) | 9.0 (28 reviews) | 6.9 (27 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.9 (13 reviews) | 6.7 (6 reviews) | 8.4 (24 reviews) | 
  | **Product Direction (% positive)** | 10.0 (15 reviews) | 7.1 (32 reviews) | 8.8 (39 reviews) | 

---
## Pricing

### HaloITSM

#### Entry-Level Pricing

Plan: All-inclusive ITSM software

Price: Starting at $49.00 Per Month

Description: Simple, transparent pricing.
No tiered-plans or locked-away features, just all-inclusive ITSM.

Key Features:
- Incident Management
- Knowledge Base
- Self-Service Portal

[Learn more about HaloITSM](https://www.g2.com/products/haloitsm/reviews)

#### Free Trial

Yes

### OTRS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### osTicket

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **HaloITSM** | N/A | N/A |
| **OTRS** | 8.3/10 | 28 |
| **osTicket** | 7.4/10 | 33 |

#### Ticket and Case Management

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.1 (27 reviews) ✓ Verified | 8.6 (32 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (27 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.9 (25 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | Feature Not Available | 8.4 (29 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.8 (23 reviews) ✓ Verified | 8.0 (24 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.7 (25 reviews) | 7.7 (30 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.8 (27 reviews) ✓ Verified | 8.3 (31 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.5 (18 reviews) ✓ Verified | 7.3 (17 reviews) | 

#### Generative AI

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

#### Communication Channels

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (19 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.4 (22 reviews) ✓ Verified | 9.0 (27 reviews) | 
| **Chat/Live Support** | Not enough data | 7.5 (16 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | Feature Not Available | 5.3 (10 reviews) | 
| **Voice** | Not enough data | 7.8 (15 reviews) ✓ Verified | 4.0 (7 reviews) | 

#### Platform

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Mobile User Support** | Not enough data | Feature Not Available | 5.4 (16 reviews) | 
| **Customization ** | Not enough data | 6.7 (8 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 7.5 (8 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.7 (5 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.3 (21 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.6 (23 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **HaloITSM** | 8.8/10 | 15 |
| **OTRS** | 9.0/10 | 23 |
| **osTicket** | N/A | N/A |

#### Administration

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Change Management** | 9.7 (5 reviews) | 9.3 (21 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 8.3 (9 reviews) | 9.1 (19 reviews) ✓ Verified | Not enough data | 
| **Reports & Analytics** | 7.3 (13 reviews) | 9.3 (20 reviews) ✓ Verified | Not enough data | 

#### Service Desk

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Help Desk** | 9.6 (13 reviews) | 9.3 (20 reviews) ✓ Verified | Not enough data | 
| **Incident Reports** | 9.4 (11 reviews) | 9.0 (21 reviews) ✓ Verified | Not enough data | 
| **Process Workflow** | 8.3 (6 reviews) | 9.1 (20 reviews) ✓ Verified | Not enough data | 

#### Management

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Reporting** | 8.2 (14 reviews) | 8.5 (13 reviews) ✓ Verified | Not enough data | 
| **Administration Console** | 9.2 (11 reviews) | 8.7 (13 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.7 (5 reviews) | 9.0 (12 reviews) ✓ Verified | Not enough data | 
| **Asset Management** | 7.7 (8 reviews) | 8.8 (12 reviews) ✓ Verified | Not enough data | 
| **Policy Dictation** | Not enough data | 9.3 (10 reviews) | Not enough data | 

#### Functionality

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Ticketing System** | 9.9 (13 reviews) | 9.2 (14 reviews) ✓ Verified | Not enough data | 
| **Performance Logging** | 9.0 (5 reviews) | 8.1 (14 reviews) | Not enough data | 
| **Alerting** | Not enough data | 8.8 (14 reviews) ✓ Verified | Not enough data | 
| **Automation** | 8.8 (8 reviews) | 9.4 (11 reviews) ✓ Verified | Not enough data | 

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

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

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **HaloITSM** | N/A | N/A |
| **OTRS** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Monitoring

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Constant Monitoring** | Not enough data | Not enough data | Not enough data | 
| **Timely Alerts** | Not enough data | Not enough data | Not enough data | 
| **TIcket Accuracy** | Not enough data | Not enough data | Not enough data | 
| **AI Monitoring** | Not enough data | Not enough data | Not enough data | 

#### Management Tools

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Ticket Assignment** | Not enough data | Not enough data | Not enough data | 
| **Standardization** | Not enough data | Not enough data | Not enough data | 
| **Lifecycle Visualization** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

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

### AWS Marketplace

| Product | Score | Reviews |
|---|---|---|
| **HaloITSM** | N/A | N/A |
| **OTRS** | N/A | N/A |
| **osTicket** | N/A | N/A |

#### Agentic AI - AWS Marketplace

| Feature | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 

---
## Categories

**Unique to HaloITSM (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to OTRS (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)

**Unique to osTicket (2):** [Help Desk Software](https://www.g2.com/categories/help-desk), [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace)


---
## Reviewer Demographics

### By Company Size

| Segment | HaloITSM | OTRS | osTicket | 
|---|---|---|---|
| **Small-Business** | 5.0% | 8.1% | 56.8% | 
| **Mid-Market** | 55.0% | 32.4% | 34.1% | 
| **Enterprise** | 40.0% | 59.5% | 9.1% | 

### By Industry

#### HaloITSM

- **Retail:** 15.0%
- **Hospital & Health Care:** 15.0%
- **Wholesale:** 10.0%
- **Leisure, Travel & Tourism:** 10.0%
- **Utilities:** 5.0%
- **Renewables & Environment:** 5.0%
- **Primary/Secondary Education:** 5.0%
- **Oil & Energy:** 5.0%
- **Logistics and Supply Chain:** 5.0%
- **Higher Education:** 5.0%
- **Other:** 20.0%

#### 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%

#### osTicket

- **Information Technology and Services:** 22.7%
- **Education Management:** 13.6%
- **Computer Software:** 11.4%
- **Telecommunications:** 4.5%
- **Retail:** 4.5%
- **Primary/Secondary Education:** 4.5%
- **Internet:** 4.5%
- **Accounting:** 2.3%
- **Capital Markets:** 2.3%
- **Computer Games:** 2.3%
- **Other:** 27.3%

---
## Alternatives

### Alternatives to HaloITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1860 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4302 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12364 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1135 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (588 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)
- [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)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)

### Alternatives to osTicket

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Zammad](https://www.g2.com/products/zammad/reviews) — 4.5/5 stars (10 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7591 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) — 4.6/5 stars (95 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)

---
## Top Discussions

### HaloITSM

No discussions available for this product.

### OTRS

No discussions available for this product.

### osTicket

- Title: [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) — 1 comment
  > **Top comment:** "TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. "

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