# LiveChat vs OTRS Comparison
---
## AI Generated Summary
- **G2 reviewers report** that LiveChat excels in user experience, with many praising its intuitive interface and features like canned responses and engagement tools that streamline support tasks. Users appreciate how these features help turn customer support into a revenue-driving function through real-time interactions.
- **Users say** that OTRS offers strong organizational capabilities, particularly for teams managing a high volume of tickets. The categorization feature is highlighted as one of its best aspects, allowing users to efficiently manage communications in one place, which is crucial for larger organizations.
- **Reviewers mention** that LiveChat's implementation process is notably quick and user-friendly, with an intuitive onboarding wizard that helps new users get started without hassle. This contrasts with OTRS, where some users have found the setup to be more challenging, impacting their initial experience.
- **According to verified reviews** , LiveChat stands out for its quality of support, with users noting the responsiveness and helpfulness of the support team. This is complemented by features that enhance the support experience, such as real-time analytics and tracking tools.
- **G2 reviewers highlight** that while OTRS has a clean UI and is easy to use, it may not offer the same level of customization as LiveChat. Users have expressed a desire for more flexible options to tailor the software to their specific needs, which LiveChat provides through various add-on modules.
- **Users report** that both platforms have strong ticket management capabilities, but LiveChat's workflow and collaboration features receive higher praise. Reviewers appreciate how LiveChat facilitates teamwork with tools that enhance ticket collaboration, making it easier for support teams to work together effectively.



| | LiveChat | OTRS | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 806 | 38 | 
| **Largest Market Segment** | Small-Business (44.7% of reviews) | Enterprise (59.5% of reviews) | 
| **Entry Level Price** | $19.00 100 Visitors Per Month | No pricing available | 

---
## Top Pros & Cons

### LiveChat

Pros:
- Ease of Use (24 reviews)
- Features (20 reviews)

Cons:
- Not Intuitive (7 reviews)
- Chatbot Issues (6 reviews)

### OTRS

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

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

---
## Ratings Comparison
| Rating | LiveChat | OTRS | 
|---|---|---|
  | **Meets Requirements** | 9.1 (704 reviews) | 9.2 (33 reviews) | 
  | **Ease of Use** | 9.3 (703 reviews) | 9.1 (33 reviews) | 
  | **Ease of Setup** | 9.0 (283 reviews) | 7.9 (8 reviews) | 
  | **Ease of Admin** | 9.1 (274 reviews) | 6.9 (7 reviews) | 
  | **Quality of Support** | 9.1 (652 reviews) | 9.0 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (266 reviews) | 6.7 (6 reviews) | 
  | **Product Direction (% positive)** | 8.3 (696 reviews) | 7.1 (32 reviews) | 

---
## Pricing

### LiveChat

#### Entry-Level Pricing

Plan: Starter

Price: $19.00 100 Visitors Per Month

Description: Small business

Key Features:
- Text Intelligence
- Track up to 100 visitors
- 1 recurring campaign

[Browse all 3 editions](https://www.g2.com/products/livechat/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 |
|---|---|---|
| **LiveChat** | 8.8/10 | 439 |
| **OTRS** | 8.3/10 | 28 |

#### Ticket and Case Management

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (248 reviews) | 9.1 (27 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.1 (245 reviews) | 8.8 (27 reviews) ✓ Verified | 
| **Workflow** | 9.0 (239 reviews) | 8.9 (25 reviews) ✓ Verified | 
| **Response Automation** | 9.2 (253 reviews) | Feature Not Available | 
| **SLA Management** | 8.5 (156 reviews) | 8.8 (23 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.0 (231 reviews) | 8.7 (25 reviews) | 
| **Ticket Collaboration** | 9.1 (230 reviews) | 8.8 (27 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.9 (142 reviews) ✓ Verified | 8.5 (18 reviews) ✓ Verified | 

#### Generative AI

| Feature | LiveChat | OTRS | 
|---|---|---|
| **AI Text Generation** | 6.4 (6 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (6 reviews) | Not enough data | 

#### Agentic AI - Help Desk

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

#### Communication Channels

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Customer Portal** | 9.2 (220 reviews) ✓ Verified | 8.4 (19 reviews) ✓ Verified | 
| **Email to Case** | 9.3 (232 reviews) ✓ Verified | 8.4 (22 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.4 (269 reviews) ✓ Verified | 7.5 (16 reviews) ✓ Verified | 
| **Social Integration** | 8.9 (222 reviews) ✓ Verified | Feature Not Available | 
| **Voice** | 8.5 (108 reviews) | 7.8 (15 reviews) ✓ Verified | 

#### Platform

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Mobile User Support** | 9.1 (82 reviews) ✓ Verified | Feature Not Available | 
| **Customization ** | 8.4 (281 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (88 reviews) ✓ Verified | 7.5 (8 reviews) ✓ Verified | 
| **Integration** | 8.9 (73 reviews) ✓ Verified | 8.7 (5 reviews) ✓ Verified | 
| **Reporting** | 9.0 (213 reviews) ✓ Verified | 8.3 (21 reviews) ✓ Verified | 
| **Dashboards** | 9.1 (217 reviews) ✓ Verified | 8.6 (23 reviews) ✓ Verified | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Messenger

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | LiveChat | 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 | 

### IT Service Management (ITSM) Tools

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

#### Administration

| Feature | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 | LiveChat | 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 | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Responses

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Conversational Platform

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Omnichannel** | Not enough data | Not enough data | 
| **Contextual Engagement** | Not enough data | Not enough data | 
| **Proactive Engagement** | Not enough data | Not enough data | 

#### Support Automation

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Intelligent Routing** | Not enough data | Not enough data | 
| **Seamless Escalation** | Not enough data | Not enough data | 
| **Transcripts** | Not enough data | Not enough data | 
| **Self-Serve Support** | Not enough data | Not enough data | 

#### Generative AI

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

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Customer Support

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | 8.5/10 | 400 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | LiveChat | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.4 (9 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (8 reviews) | Not enough data | 
| **AI Text-to-Speech** | Feature Not Available | Not enough data | 

#### Communication

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Pop-up Chat** | 9.2 (329 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.9 (327 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (221 reviews) | Not enough data | 
| **In-App Messaging** | 8.8 (269 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 8.3 (30 reviews) | Not enough data | 

####  Internal Use

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Customization ** | 8.4 (281 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.8 (303 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.6 (254 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.6 (259 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.6 (244 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (249 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | LiveChat | OTRS | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Searchable Articles** | Not enough data | Not enough data | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

#### Self-Service Platform

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Branding** | Not enough data | Not enough data | 
| **Automation** | Not enough data | Not enough data | 
| **Artificial Intelligence** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | LiveChat | 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 | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **LiveChat** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | LiveChat | OTRS | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | LiveChat | OTRS | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

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

**Unique to LiveChat (7):** [Chatbots Software](https://www.g2.com/categories/chatbots), [Live Chat Software](https://www.g2.com/categories/live-chat), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)

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


---
## Reviewer Demographics

### By Company Size

| Segment | LiveChat | OTRS | 
|---|---|---|
| **Small-Business** | 44.7% | 8.1% | 
| **Mid-Market** | 37.5% | 32.4% | 
| **Enterprise** | 17.9% | 59.5% | 

### By Industry

#### LiveChat

- **Computer Software:** 8.9%
- **Information Technology and Services:** 8.6%
- **Retail:** 6.3%
- **Financial Services:** 4.0%
- **Internet:** 3.7%
- **Education Management:** 3.6%
- **Consumer Services:** 3.4%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Banking:** 2.4%
- **Other:** 53.1%

#### 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 LiveChat

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (497 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3744 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Zoho SalesIQ](https://www.g2.com/products/zoho-salesiq/reviews) — 4.4/5 stars (255 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

### LiveChat

- Title: [HIS DOCTRINE!! by Paul T. Wright Jr](https://www.g2.com/discussions/his-doctrine-by-paul-t-wright-jr) — 3 comments, 1 upvote
  > **Top comment:** "I have checked on this book and I have purchased two copies and have seen the way it reaches people with the Bible and Word in a concept that shows how we..."
- Title: [How does LiveChat work when no one is available?](https://www.g2.com/discussions/how-does-livechat-work-when-no-one-is-available) — 3 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "When you are offline the chat window changes into the ticket form. It means that your visitors can leave messages as tickets and contact you even after your..."
- Title: [Can one user respond to multiple chats concurrently?](https://www.g2.com/discussions/can-one-user-respond-to-multiple-chats-concurrently) — 3 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Each user can chat with up to 99 customers at the same time. 
"
- Title: [Can I initiate a chat myself or do I need to have to wait for a customer to do it?](https://www.g2.com/discussions/can-i-initiate-a-chat-myself-or-do-i-need-to-have-to-wait-for-a-customer-to-do-it) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can initiate a chat with a customer by using the greetings feature. For example, you can invite a customer automatically when he or she navigates to a..."
- Title: [How hard is it to install LiveChat on the website?](https://www.g2.com/discussions/how-hard-is-it-to-install-livechat-on-the-website) — 2 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "To start off, you need to create a LiveChat license.

After that you will be redirected to a page with the LiveChat code. Here, you can choose to implement..."

### OTRS

No discussions available for this product.

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