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Compare OTRS and osTicket 
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At a Glance
Market Segments
Enterprise (59.5% of reviews)
Small-Business (56.8% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
OTRS
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 OTRSosTicket
Star Rating
(44)4.4 out of 5
Market Segments
Small-Business (56.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that osTicket excels in ticket creation user experience with a score of 8.6, while OTRS shines even brighter with a score of 9.2, indicating a more intuitive interface for creating tickets.
- Reviewers mention that OTRS offers superior response automation capabilities, scoring 9.2 compared to osTicket's 8.4, which allows for more efficient handling of customer inquiries.
- G2 users highlight that OTRS has a more robust quality of support, with a score of 9.1, whereas osTicket's support quality is rated at 6.9, suggesting that users may find better assistance with OTRS.
- Users on G2 report that OTRS provides better SLA management features, scoring 8.8 compared to osTicket's 8.0, which can be crucial for businesses needing to adhere to strict service level agreements.
- Reviewers say that while both platforms have decent ticket collaboration features, OTRS scores higher at 8.8 compared to osTicket's 8.3, indicating a more effective environment for team collaboration on tickets.
- Users mention that OTRS's incident reports and process workflow functionalities are rated highly at 9.0 and 9.1 respectively, showcasing its strength in managing incidents and workflows compared to osTicket.
Pricing
Entry-Level Pricing
OTRS
No pricing availableosTicket
No pricing availableFree Trial
OTRS
No trial information availableosTicket
No trial information availableRatings
Meets Requirements
9.2
33
8.8
41
Ease of Use
9.1
33
8.2
41
Ease of Setup
7.9
8
8.0
29
Ease of Admin
6.9
7
8.3
29
Quality of Support
9.0
28
6.9
27
Has the product been a good partner in doing business?
6.7
6
8.4
24
Product Direction (% positive)
7.1
32
8.8
39
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.6
32
|
Verified
8.8
27
|
Verified
8.7
32
|
Verified
8.9
25
|
Verified
8.0
31
|
Verified
Feature Not Available
8.4
29
|
Verified
8.8
23
|
Verified
8.0
24
8.7
25
7.7
30
8.8
27
|
Verified
8.3
31
|
Verified
8.5
18
|
Verified
7.3
17
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
8.4
19
|
Verified
8.1
24
|
Verified
8.4
22
|
Verified
9.0
27
7.5
16
|
Verified
5.3
10
|
Verified
Feature Not Available
5.3
10
7.8
15
|
Verified
4.0
7
Platform
Feature Not Available
5.4
16
6.7
8
|
Verified
7.1
23
|
Verified
7.5
8
|
Verified
8.8
25
|
Verified
8.7
5
|
Verified
6.8
13
|
Verified
8.3
21
|
Verified
7.2
26
|
Verified
8.6
23
|
Verified
7.8
27
|
Verified
Administration
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Not enough data
Service Desk
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Not enough data
Management
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
Not enough data
Functionality
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
Verified
Not enough data
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
Agentic AI - AWS Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
OTRS and osTicket are categorized as Help Desk
Unique Categories
OTRS is categorized as IT Service Management (ITSM) Tools
osTicket is categorized as AWS Marketplace
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
osTicket
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
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Information Technology and Services
22.7%
Education Management
13.6%
Computer Software
11.4%
Telecommunications
4.5%
Retail
4.5%
Other
43.2%
Alternatives
Discussions
OTRS has no discussions with answers
What is ticket support system?
1 Comment
NO
TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. Read more
osTicket has no more discussions with answers
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