Link copied to clipboard # OTRS vs Request Tracker Comparison - What are their main differences? Share [ Export ](/compare/otrs/request-tracker/export.csv) OTRSRequest Tracker[+ Add Product](#) Reviews **OTRS** [ 4.4/5(38) ](https://www.g2.com/products/otrs/reviews#reviews) **Request Tracker** [ 3.8/5(10) ](https://www.g2.com/products/request-tracker/reviews#reviews) Pricing **OTRS** No pricing available **Request Tracker** Free Trial **$25.00** 1 User Per Month ยท Starter **Pricing Insights** from reviews Time to Implement **OTRS** Not enough reviews yet **Request Tracker** Not enough reviews yet Return on Investment **OTRS** Not enough reviews yet **Request Tracker** Not enough reviews yet Perceived Cost **OTRS** $$$$$ **Request Tracker** Not enough reviews yet Average Discount **OTRS** Not enough reviews yet **Request Tracker** Not enough reviews yet ![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS") ![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker") G2 offers free advice on this comparison. 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Pros & Cons **OTRS** [ Customizability (1) ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362502&qs=pros-and-cons#reviews)[ Customization (1) ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=1362546&qs=pros-and-cons#reviews)[ Ticketing Issues (2) ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2044512&qs=pros-and-cons#reviews)[ Access Control (1) ](https://www.g2.com/products/otrs/reviews?filters%5Bsentiment_snippet%5D=2279147&qs=pros-and-cons#reviews) **Request Tracker** Not enough data Screenshots **OTRS** No screenshot available **Request Tracker** ![Request Tracker screenshot](https://images.g2crowd.com/cdn-cgi/image/width=600,height=600,fit=scale-down,format=auto,onerror=redirect,/https://images.g2crowd.com/uploads/attachment/file/1567664/dashboard-01.png) Ratings Meets Requirements **OTRS** 9.2 9.233 **Request Tracker** 7.3 7.38 Ease of Use **OTRS** 9.1 9.133 **Request Tracker** 7.1 7.18 Ease of Setup **OTRS** 7.9 7.98 **Request Tracker** Not enough data Ease of Admin **OTRS** 6.9 6.97 **Request Tracker** Not enough data Quality of Support **OTRS** 9.0 9.028 **Request Tracker** 7.5 7.56 Has the product been a good partner in doing business? **OTRS** 6.7 6.76 **Request Tracker** Not enough data Product Direction (% positive) **OTRS** 7.1 7.132 **Request Tracker** 7.1 7.18 Features Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);) 8.3 28 Not enough data Ticket and Case Management Ticket Creation User Experience 9.1(won by default) 27 | Verified Not enough data Ticket Response User Experience 8.8(won by default) 27 | Verified Not enough data Workflow 8.9(won by default) 25 | Verified Not enough data Service Level Agreement (SLA) Management 8.8(won by default) 23 | Verified Not enough data Attachments/Screencasts 8.7(won by default) 25 Not enough data Ticket Collaboration 8.8(won by default) 27 | Verified Not enough data Customer/Contact Database 8.5(won by default) 18 | Verified Not enough data Automated Response Feature Not Available Not enough data Workflow Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Ticket Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Inbox Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Email Management Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Agentic AI - Help Desk 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 Customer Portal 8.4(won by default) 19 | Verified Not enough data Email to Case 8.4(won by default) 22 | Verified Not enough data Live Chat Support 7.5(won by default) 16 | Verified Not enough data Voice 7.8(won by default) 15 | Verified Not enough data Social Media Integration Feature Not Available Not enough data Video Chat Not enough data Not enough data Platform Customization 6.7(won by default) 8 | Verified Not enough data User, Role, and Access Management 7.5(won by default) 8 | Verified Not enough data Third-Party Integrations 8.7(won by default) 5 | Verified Not enough data Reporting 8.3(won by default) 21 | Verified Not enough data Activity Dashboard 8.6(won by default) 23 | Verified Not enough data Mobile User Support Feature Not Available Not enough data Mobile Access Not enough data Not enough data Additional Functionality Automated Routing Not enough data Not enough data Chatbot Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Autoresponders Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Gamification Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Customizable Fields Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Key Performance Indicators Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Voice Recognition Not enough data Not enough data Live Chat Not enough data Not enough data Task Automation Not enough data Not enough data IVR Not enough data Not enough data Language Detection Not enough data Not enough data Multiple Data Sources Not enough data Not enough data Predictive Analytics Not enough data Not enough data API Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Data Security Not enough data Not enough data Interaction Tracking Not enough data Not enough data Prioritization Not enough data Not enough data Secure Data Storage Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Performance Metrics Not enough data Not enough data Single Sign On Not enough data Not enough data Mobile App Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Email Templates Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Data Import/Export Not enough data Not enough data Personalization Not enough data Not enough data Workflow Automation Not enough data Not enough data IT Service Management (ITSM) Tools[Hide 81 FeaturesShow 81 Features](javascript:void(0);) 9.0 23 Not enough data Administration Change Management 9.3(won by default) 21 | Verified Not enough data Asset Management 9.1(won by default) 19 | Verified Not enough data Reports & Analytics 9.3(won by default) 20 | Verified Not enough data IT Asset Management Not enough data Not enough data Knowledge Management Not enough data Not enough data Project Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Task Management Not enough data Not enough data Service Request Management Not enough data Not enough data Release Management Not enough data Not enough data Configuration Management Not enough data Not enough data Ticket Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Incident Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Capacity Management Not enough data Not enough data Availability Management Not enough data Not enough data Inventory Management Not enough data Not enough data Service Desk Help Desk 9.3(won by default) 20 | Verified Not enough data Incident Reports 9.0(won by default) 21 | Verified Not enough data Process Workflow 9.1(won by default) 20 | Verified Not enough data Customizable Reports Not enough data Not enough data Management Reporting 8.5(won by default) 13 | Verified Not enough data Administration Console 8.7(won by default) 13 | Verified Not enough data Access Management 9.0(won by default) 12 | Verified Not enough data Asset Management 8.8(won by default) 12 | Verified Not enough data Policy Dictation 9.3(won by default) 10 Not enough data Real-Time Reporting Not enough data Not enough data Functionality Ticketing System 9.2(won by default) 14 | Verified Not enough data Performance Logging 8.1(won by default) 14 Not enough data Alerting 8.8(won by default) 14 | Verified Not enough data Automation 9.4(won by default) 11 | Verified Not enough data Agentic AI - IT Service Management (ITSM) Tools 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 Third-Party Integrations Not enough data Not enough data Resource Allocation & Planning Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Prioritization Not enough data Not enough data Service History Not enough data Not enough data Client Portal Not enough data Not enough data Customizable Forms Not enough data Not enough data AI Copilot Not enough data Not enough data API Not enough data Not enough data Service Catalog Not enough data Not enough data Real-Time Notifications Not enough data Not enough data SSL Security Not enough data Not enough data Activity Dashboard Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Generative AI Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Drag & Drop Not enough data Not enough data Self Service Portal Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Customizable Branding Not enough data Not enough data Customizable Templates Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Automated Routing Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Customizable Fields Not enough data Not enough data Activity Tracking Not enough data Not enough data Search Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Dashboard Creation Not enough data Not enough data Remote Access & Monitoring Not enough data Not enough data Asset Tracking Not enough data Not enough data Chat/Messaging Not enough data Not enough data Approval Process Control Not enough data Not enough data Audit Trail Not enough data Not enough data Bug Tracking[Hide 59 FeaturesShow 59 Features](javascript:void(0);) Not enough data 7.6 5 Bug Reporting Team Reports & Comments Not enough data 7.7(won by default) 5 User Reports & Feedback Not enough data Not enough data Tester Reports & Feedback Not enough data Not enough data Bug Monitoring Analytics Not enough data 7.3(won by default) 5 Data Retention Not enough data 7.7(won by default) 5 Bug History Not enough data Not enough data Agentic AI - Bug Tracking 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 Assignment Management Not enough data Not enough data Prioritization Not enough data Not enough data Additional Functionality API Not enough data Not enough data Audit Trail Not enough data Not enough data Drag & Drop Not enough data Not enough data Projections Not enough data Not enough data Charting Not enough data Not enough data Ticket Management Not enough data Not enough data Monitoring Not enough data Not enough data Status Tracking Not enough data Not enough data Progress Tracking Not enough data Not enough data Workflow Management Not enough data Not enough data Project Time Tracking Not enough data Not enough data Issue Tracking Not enough data Not enough data Configurable Workflow Not enough data Not enough data Collaboration Tools Not enough data Not enough data Agile Methodologies Not enough data Not enough data Customizable Fields Not enough data Not enough data Backlog Management Not enough data Not enough data Real-Time Updates Not enough data Not enough data Single Sign On Not enough data Not enough data Generative AI Not enough data Not enough data Task Scheduling Not enough data Not enough data Activity Tracking Not enough data Not enough data Activity Dashboard Not enough data Not enough data Task Management Not enough data Not enough data Project Management Not enough data Not enough data Project Planning Not enough data Not enough data Feedback Management Not enough data Not enough data Code Repository Integration Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Email Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Multiple Projects Not enough data Not enough data Tagging Not enough data Not enough data AI Copilot Not enough data Not enough data File Management Not enough data Not enough data Issue Management Not enough data Not enough data Task Planning Not enough data Not enough data Data Visualization Not enough data Not enough data Bug/Issue Capture Not enough data Not enough data Bug Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Commenting/Notes Not enough data Not enough data @mentions Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Templates Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Show 5 feature categories with incomplete data Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Third-Party Integrations Not enough data Not enough data To-Do List Not enough data Not enough data @mentions Not enough data Not enough data Single Sign On Not enough data Not enough data File Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Drag & Drop Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Prioritization Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Screen Sharing Not enough data Not enough data Content Management Not enough data Not enough data Brainstorming Not enough data Not enough data AI Copilot Not enough data Not enough data File Transfer Not enough data Not enough data Calendar Management Not enough data Not enough data Status Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Version Control Not enough data Not enough data Task Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Real Time Editing Not enough data Not enough data Communication Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Tagging Not enough data Not enough data Generative AI Not enough data Not enough data Assignment Management Not enough data Not enough data Task Scheduling Not enough data Not enough data Project Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Workflow Management Not enough data Not enough data Secure Data Storage Not enough data Not enough data File Sharing Not enough data Not enough data Document Storage Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Discussions/Forums Not enough data Not enough data Commenting/Notes Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Contact Management Not enough data Not enough data Video Conferencing Not enough data Not enough data Progress Tracking Not enough data Not enough data Mobile Access Not enough data Not enough data API Not enough data Not enough data Document Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Shared Inbox[Hide 12 FeaturesShow 12 Features](javascript:void(0);) Not enough data Not enough data Productivity Tools Notes Not enough data Not enough data Internal Discussion Not enough data Not enough data Assignments and Tasks Not enough data Not enough data Workflows Not enough data Not enough data Templates Not enough data Not enough data Integrations Not enough data Not enough data Tagging System Not enough data Not enough data Analytics Trends Not enough data Not enough data Performance Tracking Not enough data Not enough data Email Tracking Not enough data Not enough data Agentic AI - Shared Inbox Autonomous Task Execution Not enough data Not enough data Decision Making Not enough data Not enough data Incident Management[Hide 58 FeaturesShow 58 Features](javascript:void(0);) Not enough data Not enough data Monitoring Constant Monitoring Not enough data Not enough data Timely Alerts Not enough data Not enough data TIcket Accuracy Not enough data Not enough data AI Monitoring Not enough data Not enough data Mobile Alerts Not enough data Not enough data Email Alerts Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Management Tools Ticket Assignment Not enough data Not enough data Standardization Not enough data Not enough data Lifecycle Visualization Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Agentic AI - Incident Management 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 Third-Party Integrations Not enough data Not enough data Multi-Language Not enough data Not enough data Additional Functionality Alerts/Notifications Not enough data Not enough data Forms Management Not enough data Not enough data Safety Incident Management Not enough data Not enough data Compliance Management Not enough data Not enough data OSHA Compliance Not enough data Not enough data Task Management Not enough data Not enough data Single Sign On Not enough data Not enough data AI Copilot Not enough data Not enough data Disaster Recovery Not enough data Not enough data Document Management Not enough data Not enough data API Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Templates Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Activity Dashboard Not enough data Not enough data Issue Management Not enough data Not enough data Communications Management Not enough data Not enough data Audit Trail Not enough data Not enough data IT Incident Management Not enough data Not enough data Audit Management Not enough data Not enough data Event Logs Not enough data Not enough data Risk Analysis Not enough data Not enough data Workflow Management Not enough data Not enough data Risk Assessment Not enough data Not enough data Incident Reporting Not enough data Not enough data Self Service Portal Not enough data Not enough data Customizable Reports Not enough data Not enough data Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Reminders Not enough data Not enough data On Call Scheduling Not enough data Not enough data Investigation Management Not enough data Not enough data Maintenance Scheduling Not enough data Not enough data Status Tracking Not enough data Not enough data Remote Support[Hide 57 FeaturesShow 57 Features](javascript:void(0);) Not enough data Not enough data Administration Screen Sharing Not enough data Not enough data File Sharing Not enough data Not enough data Session Recording Not enough data Not enough data Unattended Remote Access Not enough data Not enough data Multi - Session Handling Not enough data Not enough data Multi-Monitor Support Not enough data Not enough data Maintenance Remote Reboot Not enough data Not enough data Remote Printing Not enough data Not enough data Communication Text Chat Not enough data Not enough data VoIP Not enough data Not enough data Video Conference Call Not enough data Not enough data Screen Annotations Not enough data Not enough data Security Data Encryption Not enough data Not enough data Compliance Not enough data Not enough data Device Support Mobile Device Access Not enough data Not enough data Multi-Platform Support Not enough data Not enough data Cross-Platform Not enough data Not enough data Video Support Not enough data Not enough data Performance Reporting Not enough data Not enough data Additional Functionality Remote Monitoring & Management Not enough data Not enough data AI Copilot Not enough data Not enough data SSL Security Not enough data Not enough data File Transfer Not enough data Not enough data Two-Factor Authentication Not enough data Not enough data Single Sign On Not enough data Not enough data Compliance Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Summary Reports Not enough data Not enough data Activity Dashboard Not enough data Not enough data Chat/Messaging Not enough data Not enough data Generative AI Not enough data Not enough data Session Transfer Not enough data Not enough data Remote Update/Installation Not enough data Not enough data Audit Trail Not enough data Not enough data Customizable Branding Not enough data Not enough data Server Monitoring Not enough data Not enough data Real-Time Updates Not enough data Not enough data Troubleshooting Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Workflow Management Not enough data Not enough data Multiple User Accounts Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data CRM Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Activity Tracking Not enough data Not enough data Self Service Portal Not enough data Not enough data API Not enough data Not enough data Support Ticket Management Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Remote Access/Control Not enough data Not enough data User Management Not enough data Not enough data Customizable Reports Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Video Conferencing Not enough data Not enough data Diagnostic Tools Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Service Desk[Hide 61 FeaturesShow 61 Features](javascript:void(0);) Not enough data Not enough data Incident Management Automate Ticket Routing Not enough data Not enough data Ticket Prioritization Not enough data Not enough data Ticket Notifications Not enough data Not enough data Knowledge Base Not enough data Not enough data Knowledge Base/Ticket Integration Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Reporting Dashboards Not enough data Not enough data Time Tracking Not enough data Not enough data Surveys Not enough data Not enough data Activity Tracking Not enough data Not enough data Access & Usability Mobile Not enough data Not enough data Self Service Not enough data Not enough data Active Directory Not enough data Not enough data Multi-Channel Access Not enough data Not enough data Mobile Access Not enough data Not enough data Agentic AI - Service Desk 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 Third-Party Integrations Not enough data Not enough data Additional Functionality Project Management Not enough data Not enough data Procurement Management Not enough data Not enough data CMDB Not enough data Not enough data AI Copilot Not enough data Not enough data Generative AI Not enough data Not enough data IT Risk Management Not enough data Not enough data Service Catalog Not enough data Not enough data Inventory Management Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Change Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Task Management Not enough data Not enough data Email Templates Not enough data Not enough data Benchmarking Not enough data Not enough data Localization Automation Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customer Support Not enough data Not enough data Scheduled/Automated Reports Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Release & Deployment Not enough data Not enough data Email Management Not enough data Not enough data Contract/License Management Not enough data Not enough data Workflow Management Not enough data Not enough data Problem Management Not enough data Not enough data Analytics Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Configuration Management Not enough data Not enough data API Not enough data Not enough data IT Asset Management Not enough data Not enough data Remote Access/Control Not enough data Not enough data Live Chat Not enough data Not enough data Customizable Reports Not enough data Not enough data Incident Management Not enough data Not enough data Asset Lifecycle Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Customizable Templates Not enough data Not enough data Customizable Branding Not enough data Not enough data User Insights Reviewers' Company Size [![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS")](https://www.g2.com/products/otrs/reviews) OTRS Small-Business(50 or fewer emp.) 8.1% Mid-Market(51-1000 emp.) 32.4% Enterprise(\> 1000 emp.) 59.5% [![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker")](https://www.g2.com/products/request-tracker/reviews) Request Tracker Small-Business(50 or fewer emp.) 22.2% Mid-Market(51-1000 emp.) 33.3% Enterprise(\> 1000 emp.) 44.4% Small-Business (50 or fewer emp.) 8.1% 22.2% Mid-Market (51-1000 emp.) 32.4% 33.3% Enterprise (\> 1000 emp.) 59.5% 44.4% Reviewers' Industry [![OTRS](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_0157ad1d37fb7147926dce08353419c5/otrs.png "OTRS")](https://www.g2.com/products/otrs/reviews) OTRS Pharmaceuticals 29.7% Information Technology and Services 10.8% Higher Education 8.1% Outsourcing/Offshoring 5.4% Computer Software 5.4% Other 40.5% [![Request Tracker](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_ff57ca2457aa975865d1d795dcf8bdf1/request-tracker.png "Request Tracker")](https://www.g2.com/products/request-tracker/reviews) Request Tracker 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 **OTRS Alternatives** ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![ServiceNow IT Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-it-service-management.svg "ServiceNow IT Service Management") [ ServiceNow IT Service... ](/products/servicenow-it-service-management/reviews) ![ManageEngine ServiceDesk Plus](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_37c6d8c3327b87e6ede50091d70592c3/manageengine-servicedesk-plus.jpg "ManageEngine ServiceDesk Plus") [ ManageEngine ](/products/manageengine-servicedesk-plus/reviews) ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") [ Zendesk for Customer Service ](/products/zendesk-for-customer-service/reviews) **Request Tracker Alternatives** ![Jira](https://images.g2crowd.com/uploads/product/hd_favicon/33ea9716a927c77d0e0c7cfe1a01035d/jira.svg "Jira") [ Jira ](/products/jira/reviews) ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") [ Freshdesk ](/products/freshdesk/reviews) ![Jira Service Management](https://images.g2crowd.com/uploads/product/image/thumb_square/thumb_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Jira Service Management") [ Jira Service Management ](/products/jira-service-management/reviews) ![Freshservice](https://images.g2crowd.com/uploads/product/hd_favicon/507247d74cdb616544c2f320120749b7/freshservice.svg "Freshservice") [ Freshservice ](/products/freshservice/reviews) ## OTRS vs Request Tracker - Reviewers felt that OTRS meets the needs of their business better than Request Tracker. - When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option. - When assessing product direction, OTRS and Request Tracker received similar ratings from our reviewers.