# OTRS, osTicket vs Zammad Comparison | | OTRS | osTicket | Zammad | |---|---|---|---| | **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 4.5 out of 5 | | **Total Reviews** | 38 | 44 | 10 | | **Largest Market Segment** | Enterprise (59.5% of reviews) | Small-Business (56.8% of reviews) | Small-Business (60.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | No pricing available | --- ## Top Pros & Cons ### OTRS Pros: - Customizability (1 reviews) - Customization (1 reviews) Cons: - Ticketing Issues (2 reviews) - Access Control (1 reviews) ### osTicket **Not enough data** ### Zammad **Not enough data** --- ## Ratings Comparison | Rating | OTRS | osTicket | Zammad | |---|---|---|---| | **Meets Requirements** | 9.2 (33 reviews) | 8.8 (41 reviews) | 8.3 (8 reviews) | | **Ease of Use** | 9.1 (33 reviews) | 8.2 (41 reviews) | 9.0 (8 reviews) | | **Ease of Setup** | 7.9 (8 reviews) | 8.0 (29 reviews) | Not enough data | | **Ease of Admin** | 6.9 (7 reviews) | 8.3 (29 reviews) | Not enough data | | **Quality of Support** | 9.0 (28 reviews) | 6.9 (27 reviews) | Not enough data | | **Has the product been a good partner in doing business?** | 6.7 (6 reviews) | 8.4 (24 reviews) | Not enough data | | **Product Direction (% positive)** | 7.1 (32 reviews) | 8.8 (39 reviews) | 8.3 (7 reviews) | --- ## Pricing ### OTRS #### Entry-Level Pricing No pricing available #### Free Trial No information available ### osTicket #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Zammad #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **OTRS** | 8.3/10 | 28 | | **osTicket** | 7.4/10 | 33 | | **Zammad** | 7.1/10 | 5 | #### Ticket and Case Management | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Ticket creation user experience** | 9.1 (27 reviews) ✓ Verified | 8.6 (32 reviews) ✓ Verified | 8.0 (5 reviews) | | **Ticket response user experience** | 8.8 (27 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 7.0 (5 reviews) | | **Workflow** | 8.9 (25 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 6.7 (5 reviews) | | **Response Automation** | Feature Not Available | 8.4 (29 reviews) ✓ Verified | Not enough data | | **SLA Management** | 8.8 (23 reviews) ✓ Verified | 8.0 (24 reviews) | Not enough data | | **Attachments/Screencasts** | 8.7 (25 reviews) | 7.7 (30 reviews) | 6.7 (5 reviews) | | **Ticket Collaboration** | 8.8 (27 reviews) ✓ Verified | 8.3 (31 reviews) ✓ Verified | Not enough data | | **Customer and Contacts Database** | 8.5 (18 reviews) ✓ Verified | 7.3 (17 reviews) | Not enough data | #### Generative AI | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **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 | OTRS | osTicket | Zammad | |---|---|---|---| | **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 | OTRS | osTicket | Zammad | |---|---|---|---| | **Customer Portal** | 8.4 (19 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 7.0 (5 reviews) | | **Email to Case** | 8.4 (22 reviews) ✓ Verified | 9.0 (27 reviews) | Not enough data | | **Chat/Live Support** | 7.5 (16 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | Not enough data | | **Social Integration** | Feature Not Available | 5.3 (10 reviews) | Not enough data | | **Voice** | 7.8 (15 reviews) ✓ Verified | 4.0 (7 reviews) | Not enough data | #### Platform | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Mobile User Support** | Feature Not Available | 5.4 (16 reviews) | Not enough data | | **Customization ** | 6.7 (8 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | Not enough data | | **User, Role, and Access Management** | 7.5 (8 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | Not enough data | | **Integration** | 8.7 (5 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | Not enough data | | **Reporting** | 8.3 (21 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | Not enough data | | **Dashboards** | 8.6 (23 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | Not enough data | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **OTRS** | 9.0/10 | 23 | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Administration | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Change Management** | 9.3 (21 reviews) ✓ Verified | Not enough data | Not enough data | | **Asset Management** | 9.1 (19 reviews) ✓ Verified | Not enough data | Not enough data | | **Reports & Analytics** | 9.3 (20 reviews) ✓ Verified | Not enough data | Not enough data | #### Service Desk | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Help Desk** | 9.3 (20 reviews) ✓ Verified | Not enough data | Not enough data | | **Incident Reports** | 9.0 (21 reviews) ✓ Verified | Not enough data | Not enough data | | **Process Workflow** | 9.1 (20 reviews) ✓ Verified | Not enough data | Not enough data | #### Management | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Reporting** | 8.5 (13 reviews) ✓ Verified | Not enough data | Not enough data | | **Administration Console** | 8.7 (13 reviews) ✓ Verified | Not enough data | Not enough data | | **Access Management** | 9.0 (12 reviews) ✓ Verified | Not enough data | Not enough data | | **Asset Management** | 8.8 (12 reviews) ✓ Verified | Not enough data | Not enough data | | **Policy Dictation** | 9.3 (10 reviews) | Not enough data | Not enough data | #### Functionality | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Ticketing System** | 9.2 (14 reviews) ✓ Verified | Not enough data | Not enough data | | **Performance Logging** | 8.1 (14 reviews) | Not enough data | Not enough data | | **Alerting** | 8.8 (14 reviews) ✓ Verified | Not enough data | Not enough data | | **Automation** | 9.4 (11 reviews) ✓ Verified | Not enough data | Not enough data | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **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 | ### Contact Center Knowledge Base | Product | Score | Reviews | |---|---|---| | **OTRS** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Administration | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Database Management ** | Not enough data | Not enough data | Not enough data | | **Data Workflows** | Not enough data | Not enough data | Not enough data | | **Issue Management** | Not enough data | Not enough data | Not enough data | #### Knowledge Management | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Publishing Workflows** | Not enough data | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | Not enough data | #### Compliance | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Policies and Controls** | Not enough data | Not enough data | Not enough data | | **Data Governance** | Not enough data | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | Not enough data | | **Auditing** | Not enough data | Not enough data | Not enough data | #### Customer Support | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Intelligent Search** | Not enough data | Not enough data | Not enough data | | **Suggestions** | Not enough data | Not enough data | Not enough data | | **Decision Trees** | Not enough data | Not enough data | Not enough data | #### Data Security | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Risk Data Attributes** | Not enough data | Not enough data | Not enough data | | **Data Transport** | Not enough data | Not enough data | Not enough data | | **Access Management** | Not enough data | Not enough data | Not enough data | | **Multi-Factor Authentication** | Not enough data | Not enough data | Not enough data | #### Administration | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### AWS Marketplace | Product | Score | Reviews | |---|---|---| | **OTRS** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Agentic AI - AWS Marketplace | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **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 | ### Service Desk | Product | Score | Reviews | |---|---|---| | **OTRS** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Incident Management | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Automate Ticket Routing** | Not enough data | Not enough data | Not enough data | | **Ticket Prioritization** | Not enough data | Not enough data | Not enough data | | **Ticket Notifications** | Not enough data | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Knowledge Base/Ticket Integration** | Not enough data | Not enough data | Not enough data | #### Reporting | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Dashboards** | Not enough data | Not enough data | Not enough data | | **Time Tracking** | Not enough data | Not enough data | Not enough data | | **Surveys** | Not enough data | Not enough data | Not enough data | #### Access & Usability | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **Mobile** | Not enough data | Not enough data | Not enough data | | **Self Service** | Not enough data | Not enough data | Not enough data | | **Active Directory** | Not enough data | Not enough data | Not enough data | | **Multi-Channel Access** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Service Desk | Feature | OTRS | osTicket | Zammad | |---|---|---|---| | **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 | --- ## Categories **Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to OTRS (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to osTicket (1):** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace) **Unique to Zammad (1):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) --- ## Reviewer Demographics ### By Company Size | Segment | OTRS | osTicket | Zammad | |---|---|---|---| | **Small-Business** | 8.1% | 56.8% | 60.0% | | **Mid-Market** | 32.4% | 34.1% | 30.0% | | **Enterprise** | 59.5% | 9.1% | 10.0% | ### By Industry #### 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% #### Zammad - **Information Technology and Services:** 20.0% - **Research:** 10.0% - **Primary/Secondary Education:** 10.0% - **Medical Devices:** 10.0% - **Health, Wellness and Fitness:** 10.0% - **Financial Services:** 10.0% - **Design:** 10.0% - **Construction:** 10.0% - **Computer Software:** 10.0% --- ## Alternatives ### Alternatives to OTRS - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1862 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 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 (7603 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 (7330 reviews) ### Alternatives to osTicket - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 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 (977 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 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) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) ### Alternatives to Zammad - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7603 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews) - [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews) - [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7330 reviews) --- ## Top Discussions ### 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. " ### Zammad No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/otrs-vs-osticket-vs-zammad)