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Compare ManageEngine ServiceDesk Plus and OTRS 
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At a Glance
Market Segments
Mid-Market (59.4% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
No pricing available
ManageEngine ServiceDesk Plus
Star Rating
(241)4.2 out of 5
Market Segments
Mid-Market (59.4% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 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 ManageEngine ServiceDesk Plus excels in its Asset Management capabilities, with a score of 9.8, allowing for comprehensive tracking and management of IT assets. In contrast, OTRS, while still strong, scores slightly lower at 9.1, which some reviewers feel may limit its effectiveness in larger environments.
- Reviewers mention that OTRS shines in Response Automation, achieving a score of 9.2, which enhances efficiency in ticket handling. Users on G2 note that ManageEngine's score of 8.7 in this area, while respectable, does not match the level of automation provided by OTRS.
- G2 users highlight the superior Change Management features of OTRS, scoring 9.3, which allows for better tracking and implementation of changes. In comparison, ManageEngine's score of 8.7 indicates a solid offering, but some users feel it lacks the depth found in OTRS.
- Users say that the Quality of Support is a significant differentiator, with OTRS scoring 9.1 compared to ManageEngine's 8.2. Reviewers mention that OTRS provides more responsive and helpful support, which is crucial for organizations relying heavily on their service desk.
- Reviewers mention that ManageEngine ServiceDesk Plus has a more user-friendly Ticket Creation User Experience, scoring 8.2, which many users find intuitive. OTRS, while scoring higher at 9.2, is noted by some users as having a steeper learning curve initially.
- Users report that OTRS's Reporting and Analytics features are particularly robust, with a score of 9.3, allowing for detailed insights into service desk performance. ManageEngine, with a score of 8.8, offers good reporting but lacks some of the advanced analytics capabilities that OTRS provides.
Pricing
Entry-Level Pricing
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
OTRS
No pricing availableFree Trial
ManageEngine ServiceDesk Plus
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.6
216
9.2
33
Ease of Use
8.5
216
9.1
33
Ease of Setup
8.1
158
7.9
8
Ease of Admin
8.4
157
6.9
7
Quality of Support
8.1
201
9.0
28
Has the product been a good partner in doing business?
8.3
149
6.7
6
Product Direction (% positive)
8.2
208
7.1
32
Features by Category
Ticket and Case Management
8.5
32
9.1
27
|
Verified
8.7
33
8.8
27
|
Verified
8.6
32
8.9
25
|
Verified
8.9
31
Feature Not Available
8.4
32
8.8
23
|
Verified
8.5
33
8.7
25
8.6
32
8.8
27
|
Verified
8.1
31
8.5
18
|
Verified
Generative AI
6.8
13
Not enough data
6.9
13
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
8.4
32
8.4
19
|
Verified
9.1
33
8.4
22
|
Verified
7.9
27
7.5
16
|
Verified
7.1
24
Feature Not Available
6.5
24
7.8
15
|
Verified
Platform
7.5
28
Feature Not Available
7.9
32
6.7
8
|
Verified
8.5
34
7.5
8
|
Verified
7.8
31
8.7
5
|
Verified
8.2
34
8.3
21
|
Verified
8.3
33
8.6
23
|
Verified
Administration
8.8
38
|
Verified
9.3
21
|
Verified
8.8
38
|
Verified
9.1
19
|
Verified
8.9
39
|
Verified
9.3
20
|
Verified
Service Desk
9.2
41
|
Verified
9.3
20
|
Verified
8.9
41
|
Verified
9.0
21
|
Verified
8.8
40
|
Verified
9.1
20
|
Verified
Management
8.6
37
|
Verified
8.5
13
|
Verified
8.6
35
|
Verified
8.7
13
|
Verified
8.6
35
|
Verified
9.0
12
|
Verified
8.7
36
|
Verified
8.8
12
|
Verified
8.1
34
|
Verified
9.3
10
Functionality
9.1
38
|
Verified
9.2
14
|
Verified
8.5
38
|
Verified
8.1
14
8.8
36
|
Verified
8.8
14
|
Verified
8.5
38
|
Verified
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
Monitoring
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Not enough data
Management Tools
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Not enough data
Generative AI
7.6
12
Not enough data
7.6
12
Not enough data
Agentic AI - Incident Management
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
Incident Management
8.7
93
Not enough data
8.6
95
Not enough data
8.8
99
Not enough data
7.9
91
Not enough data
8.1
89
Not enough data
Reporting
8.3
95
Not enough data
8.5
86
Not enough data
8.0
74
Not enough data
Access & Usability
7.2
74
Not enough data
8.1
80
Not enough data
8.6
91
Not enough data
7.9
67
Not enough data
Agentic AI - Service Desk
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
Categories
Categories
Shared Categories
ManageEngine ServiceDesk Plus and OTRS are categorized as IT Service Management (ITSM) Tools and Help Desk
Unique Categories
ManageEngine ServiceDesk Plus is categorized as Service Desk and Incident Management
OTRS has no unique categories
Reviews
Reviewers' Company Size
ManageEngine ServiceDesk Plus
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
19.1%
Financial Services
5.1%
Hospital & Health Care
4.7%
Oil & Energy
4.3%
Health, Wellness and Fitness
3.0%
Other
63.8%
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
ManageEngine ServiceDesk Plus has no discussions with answers
OTRS has no discussions with answers
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