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Compare OTRS and Salesforce Service Cloud Software 
Featured Products
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
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 OTRSSalesforce Service Cloud
Star Rating
(7,180)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Salesforce Service Cloud excels in overall user satisfaction, boasting a significantly higher G2 Score compared to OTRS. Users appreciate its extensive features and seamless integration capabilities, with one user noting how it allows clients to create work orders directly within their dashboard.
- According to verified reviews, Salesforce Service Cloud has a robust support system, with users highlighting the ease of contacting customer support and quick problem resolution. In contrast, OTRS users mention that while the system is easy to use, they have not experienced the same level of support responsiveness.
- Reviewers mention that Salesforce Service Cloud offers a more intuitive implementation process, making it easier for businesses to integrate their existing workflows. Users have praised its AI capabilities for suggesting follow-up reminders, which enhances customer service efficiency.
- Users say that OTRS shines in its ticket management features, particularly its categorization options, which are beneficial for companies with numerous teams. However, Salesforce Service Cloud's ticket creation and response experiences are rated highly, with users enjoying the streamlined process it offers.
- Reviewers highlight that while both platforms provide customization options, Salesforce Service Cloud's flexibility is often seen as a challenge for some users who struggle to tailor it to their specific needs. OTRS, on the other hand, is noted for its clean UI and ease of use, making it a good choice for those prioritizing simplicity.
- According to recent user feedback, Salesforce Service Cloud's reporting and dashboard features are well-received, allowing users to gain valuable insights into their operations. OTRS also offers solid reporting capabilities, but users feel that Salesforce provides a more comprehensive view of their customer service metrics.
Pricing
Entry-Level Pricing
OTRS
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
OTRS
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
9.2
33
8.6
2,771
Ease of Use
9.1
33
8.4
5,350
Ease of Setup
7.9
8
7.9
4,107
Ease of Admin
6.9
7
8.2
1,532
Quality of Support
9.0
28
8.3
2,551
Has the product been a good partner in doing business?
6.7
6
8.7
1,513
Product Direction (% positive)
7.1
32
8.2
2,731
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.5
1206
|
Verified
8.8
27
|
Verified
8.4
1202
|
Verified
8.9
25
|
Verified
8.3
1235
|
Verified
Feature Not Available
8.3
1155
|
Verified
8.8
23
|
Verified
8.1
981
8.7
25
7.9
1169
|
Verified
8.8
27
|
Verified
8.3
1150
|
Verified
8.5
18
|
Verified
8.5
1032
|
Verified
Generative AI
Not enough data
7.6
178
Not enough data
7.6
177
Agentic AI - Help Desk
Not enough data
8.2
54
Not enough data
8.3
55
Not enough data
8.2
56
Communication Channels
8.4
19
|
Verified
8.4
1022
|
Verified
8.4
22
|
Verified
8.6
1205
|
Verified
7.5
16
|
Verified
8.1
848
Feature Not Available
8.0
807
|
Verified
7.8
15
|
Verified
8.1
766
Platform
Feature Not Available
7.8
555
|
Verified
6.7
8
|
Verified
8.3
818
|
Verified
7.5
8
|
Verified
8.6
693
|
Verified
8.7
5
|
Verified
8.3
612
|
Verified
8.3
21
|
Verified
8.2
1145
|
Verified
8.6
23
|
Verified
8.2
1164
|
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
Administration
Not enough data
8.8
228
Not enough data
8.8
227
Not enough data
8.6
224
Knowledge Management
Not enough data
8.7
219
Not enough data
8.5
211
Not enough data
8.4
209
Compliance
Not enough data
8.7
227
Not enough data
8.7
224
Not enough data
8.6
224
Not enough data
8.6
221
Customer Support
Not enough data
8.1
210
Not enough data
8.2
203
Not enough data
8.0
192
Data Security
Not enough data
8.6
216
Not enough data
8.7
217
Not enough data
9.0
218
Not enough data
9.1
218
Administration
Not enough data
8.6
209
Not enough data
8.8
210
Not enough data
8.9
214
Generative AI
Not enough data
7.5
148
Channels
Not enough data
8.5
120
Not enough data
8.3
118
Not enough data
7.5
117
Design
Not enough data
8.4
114
Not enough data
8.0
115
Not enough data
8.2
117
Not enough data
8.4
117
Not enough data
8.5
114
Generative AI
Not enough data
7.4
111
Not enough data
7.5
110
Usability
Not enough data
8.6
204
Not enough data
8.6
207
Not enough data
8.7
205
Reporting
Not enough data
8.7
204
Not enough data
8.3
198
Not enough data
8.6
201
Generative AI
Not enough data
7.6
179
Not enough data
7.6
180
Quality Assurance
Not enough data
8.7
69
Not enough data
8.7
66
Not enough data
8.7
68
Engagement
Not enough data
8.8
67
Not enough data
8.8
67
Not enough data
8.8
67
Performance
Not enough data
8.7
67
Not enough data
8.8
67
Generative AI
Not enough data
7.7
58
Not enough data
7.9
59
Channels
Not enough data
7.4
275
Not enough data
7.3
269
Not enough data
7.9
273
Not enough data
7.3
266
Not enough data
8.8
280
Generative AI
Not enough data
7.0
217
Functions
Not enough data
7.9
269
Not enough data
8.0
266
Not enough data
7.6
258
Not enough data
7.2
254
Not enough data
7.2
256
Not enough data
7.2
259
Not enough data
7.7
259
Not enough data
8.0
258
Agentic AI - Contact Center
Not enough data
9.2
6
Not enough data
9.4
6
Not enough data
8.6
6
Not enough data
9.2
6
Administrative
Not enough data
7.9
255
Not enough data
8.5
260
Not enough data
8.5
258
Not enough data
7.7
247
Not enough data
7.7
252
Workforce Management
Not enough data
7.9
57
Not enough data
7.9
57
Not enough data
7.4
56
Not enough data
7.8
56
Not enough data
7.6
56
Administration
Not enough data
8.2
57
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.6
55
Not enough data
7.7
55
Conversational Platform
Not enough data
8.5
103
Not enough data
8.7
101
Not enough data
8.1
100
Not enough data
8.2
103
Support Automation
Not enough data
8.2
101
Not enough data
8.1
100
Not enough data
8.1
101
Not enough data
8.0
98
Generative AI
Not enough data
7.4
96
Not enough data
7.5
95
Customer Support
Not enough data
8.3
143
Not enough data
7.9
138
Not enough data
8.2
138
Automation
Not enough data
8.2
141
Not enough data
8.2
142
Not enough data
8.1
141
Artificial Intelligence
Not enough data
7.6
136
Not enough data
7.6
136
Not enough data
7.3
133
Generative AI
Not enough data
7.8
108
Not enough data
7.7
107
Not enough data
7.7
108
Communication
Not enough data
8.5
310
|
Verified
Not enough data
8.6
329
|
Verified
Not enough data
8.4
275
|
Verified
Not enough data
8.5
277
|
Verified
Not enough data
7.8
160
Internal Use
6.7
8
|
Verified
8.3
818
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.4
318
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.7
322
|
Verified
Generative AI
Not enough data
7.3
127
Self-Service Experience
Not enough data
8.6
593
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Self-Service Platform
Not enough data
8.4
223
Not enough data
8.6
228
Not enough data
7.6
199
Not enough data
8.5
215
Agentic AI - Customer Self-Service
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
8.8
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Generative AI
Not enough data
7.9(won by default)
53
Not enough data
8.0(won by default)
53
Process
Not enough data
8.6(won by default)
243
Not enough data
8.6(won by default)
263
Not enough data
8.3(won by default)
224
Channels
Not enough data
8.8(won by default)
272
Not enough data
8.4(won by default)
247
Not enough data
8.5(won by default)
230
Not enough data
8.6(won by default)
231
Not enough data
8.6(won by default)
213
Insight
Not enough data
8.6(won by default)
229
Not enough data
8.8(won by default)
264
Not enough data
8.5(won by default)
203
Not enough data
8.7(won by default)
251
Generative AI
Not enough data
8.0
80
Not enough data
7.9
81
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Categories
Categories
Shared Categories
OTRS and Salesforce Service Cloud are categorized as Help Desk
Unique Categories
OTRS is categorized as IT Service Management (ITSM) Tools
Salesforce Service Cloud is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Contact Center Workforce, Enterprise Feedback Management, Contact Center, Customer Self-Service, and Customer Service Automation
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
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
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.8%
Other
63.8%
Alternatives
Discussions
OTRS has no discussions with answers
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AB
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Customer 360 and being able to hand off cases effectivelyRead more
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2 Comments
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