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At a Glance
Market Segments
Enterprise (59.5% of reviews)
Enterprise (44.4% of reviews)
Entry-Level Pricing
No pricing available
$25.00 1 User Per Month
OTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about OTRSRequest Tracker
Star Rating
(10)3.8 out of 5
Market Segments
Enterprise (44.4% of reviews)
Entry-Level Pricing
$25.00 1 User Per Month
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Request Tracker excels in its ticket creation user experience, scoring 9.2, which reviewers mention makes it easy to initiate support requests efficiently. In contrast, OTRS, while still strong, has a slightly lower score in this area.
- Reviewers mention that OTRS shines in its overall ease of use, achieving a score of 9.2, which users on G2 attribute to its intuitive interface and streamlined workflows. Request Tracker, with a score of 7.1, is noted to have a steeper learning curve.
- G2 users highlight that OTRS offers superior quality of support, scoring 9.1, with many reviewers praising the responsiveness and helpfulness of the support team. In comparison, Request Tracker's support quality, rated at 7.5, is seen as less reliable.
- Users say that OTRS provides robust automation features, scoring 9.4, which reviewers mention significantly enhances productivity through automated ticket routing and response. Request Tracker, while functional, does not match this level of automation efficiency.
- Reviewers mention that OTRS's reporting and analytics capabilities are particularly strong, with a score of 9.3, allowing for detailed insights into ticket trends and team performance. Request Tracker, with a score of 9.3 as well, is competitive but lacks some of the advanced analytics features that OTRS offers.
- Users on G2 report that OTRS's incident reporting and process workflow features, scoring 9.0 and 9.1 respectively, are highly effective in managing service desk operations. Request Tracker, while capable, does not provide the same level of integration and ease in these areas.
Pricing
Entry-Level Pricing
OTRS
No pricing availableRequest Tracker
Starter
$25.00
1 User Per Month
Per User, Per Month
- 5 user minimum
- Access to RT's full feature set
- Unlimited External Users
Free Trial
OTRS
No trial information availableRequest Tracker
Free Trial is available
Ratings
Meets Requirements
9.2
33
7.3
8
Ease of Use
9.1
33
7.1
8
Ease of Setup
7.9
8
Not enough data
Ease of Admin
6.9
7
Not enough data
Quality of Support
9.0
28
7.5
6
Has the product been a good partner in doing business?
6.7
6
Not enough data
Product Direction (% positive)
7.1
32
7.1
8
Features by Category
Ticket and Case Management
9.1
27
|
Verified
Not enough data
8.8
27
|
Verified
Not enough data
8.9
25
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
Not enough data
8.8
27
|
Verified
Not enough data
8.5
18
|
Verified
Not enough data
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
Not enough data
8.4
22
|
Verified
Not enough data
7.5
16
|
Verified
Not enough data
Feature Not Available
Not enough data
7.8
15
|
Verified
Not enough data
Platform
Feature Not Available
Not enough data
6.7
8
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.7
5
|
Verified
Not enough data
8.3
21
|
Verified
Not enough data
8.6
23
|
Verified
Not enough data
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
Bug Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.7
5
Bug Monitoring
Not enough data
7.3
5
Not enough data
Not enough data
Not enough data
7.7
5
Agentic AI - Bug Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
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
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
Reporting
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access & Usability
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 - 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
OTRS and Request Tracker are categorized as Help Desk and IT Service Management (ITSM) Tools
Unique Categories
OTRS has no unique categories
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Request Tracker
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%
Internet
22.2%
Oil & Energy
11.1%
Information Technology and Services
11.1%
Higher Education
11.1%
Consumer Services
11.1%
Other
33.3%
Alternatives
Discussions
OTRS has no discussions with answers
Request Tracker has no discussions with answers
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