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Compare Jira Service Management and OTRS 
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At a Glance
Market Segments
Mid-Market (43.0% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
0/agent/month
No pricing available
Jira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansOTRS
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.
- Users report that Jira Service Management excels in ticket creation user experience with a score of 8.9, while OTRS received a slightly higher score of 9.2, indicating that OTRS may offer a more intuitive interface for creating tickets.
- Reviewers mention that the response automation feature in OTRS is highly rated at 9.2, which suggests that it provides robust automation capabilities, whereas Jira Service Management scored 8.8, indicating it may not be as advanced in this area.
- G2 users highlight that the quality of support for OTRS is rated at 9.1, significantly higher than Jira Service Management's score of 8.2, suggesting that OTRS may provide more effective customer support and assistance.
- Users on G2 report that the asset management feature in OTRS is rated at 9.1, while Jira Service Management scored 8.5, indicating that OTRS may offer more comprehensive tools for managing assets.
- Reviewers say that the reporting and analytics capabilities of OTRS are rated at 9.3, compared to Jira Service Management's score of 8.9, suggesting that OTRS provides more detailed insights and reporting features.
- Users mention that the ease of use for OTRS is rated at 9.2, while Jira Service Management scored 8.1, indicating that OTRS may be more user-friendly and easier to navigate for everyday tasks.
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
OTRS
No pricing availableFree Trial
Jira Service Management
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.7
843
9.2
33
Ease of Use
8.2
850
9.1
33
Ease of Setup
8.0
458
7.9
8
Ease of Admin
8.0
362
6.9
7
Quality of Support
8.4
727
9.0
28
Has the product been a good partner in doing business?
8.7
339
6.7
6
Product Direction (% positive)
8.7
812
7.1
32
Features by Category
Ticket and Case Management
9.0
82
9.1
27
|
Verified
9.0
80
8.8
27
|
Verified
8.9
81
8.9
25
|
Verified
8.9
79
Feature Not Available
8.8
78
8.8
23
|
Verified
8.8
80
8.7
25
9.2
79
8.8
27
|
Verified
8.5
77
8.5
18
|
Verified
Generative AI
7.9
54
Not enough data
7.9
53
Not enough data
Agentic AI - Help Desk
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Not enough data
Communication Channels
8.9
80
8.4
19
|
Verified
8.9
80
8.4
22
|
Verified
8.3
73
7.5
16
|
Verified
8.1
71
Feature Not Available
7.9
68
7.8
15
|
Verified
Platform
8.1
83
Feature Not Available
8.4
85
6.7
8
|
Verified
8.8
86
7.5
8
|
Verified
8.8
83
8.7
5
|
Verified
8.7
83
8.3
21
|
Verified
8.7
80
8.6
23
|
Verified
Administration
8.9
164
|
Verified
9.3
21
|
Verified
8.5
158
|
Verified
9.1
19
|
Verified
8.9
170
|
Verified
9.3
20
|
Verified
Service Desk
8.9
176
|
Verified
9.3
20
|
Verified
8.8
176
|
Verified
9.0
21
|
Verified
8.8
175
|
Verified
9.1
20
|
Verified
Management
9.0
152
|
Verified
8.5
13
|
Verified
8.9
146
|
Verified
8.7
13
|
Verified
8.7
147
|
Verified
9.0
12
|
Verified
8.6
143
|
Verified
8.8
12
|
Verified
8.6
138
|
Verified
9.3
10
Functionality
9.1
158
|
Verified
9.2
14
|
Verified
8.8
148
8.1
14
8.7
153
|
Verified
8.8
14
|
Verified
8.9
151
|
Verified
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Not enough data
Monitoring
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Not enough data
Management Tools
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Not enough data
Generative AI
8.0
75
Not enough data
8.3
73
Not enough data
Agentic AI - Incident Management
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Not enough data
Generative AI
8.2
24
Not enough data
Agentic AI - IT Alerting
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Not enough data
Incident Management
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Not enough data
Reporting
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Not enough data
Access & Usability
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Not enough data
Agentic AI - Service Desk
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and OTRS are categorized as IT Service Management (ITSM) Tools and Help Desk
Unique Categories
OTRS has no unique categories
Reviews
Reviewers' Company Size
Jira Service Management
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
31.1%
Computer Software
16.1%
Financial Services
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
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
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
How does the licensing system work?
1 Comment
DW
Licenses are based on your agents or internal users. In the user admin area, you can change the designation in case a customer got marked as a user by...Read more
OTRS has no discussions with answers
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