# OTRS, SolarWinds Web Help Desk vs ManageEngine ServiceDesk Plus Comparison

| | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 3.9 out of 5 | 4.2 out of 5 | 
| **Total Reviews** | 38 | 60 | 249 | 
| **Largest Market Segment** | Enterprise (59.5% of reviews) | Mid-Market (61.0% of reviews) | Mid-Market (59.8% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | Starts at $1195  (For 10 technicians annually) | 

---
## Top Pros & Cons

### OTRS

Pros:
- Customizability (1 reviews)
- Customization (1 reviews)

Cons:
- Ticketing Issues (2 reviews)
- Access Control (1 reviews)

### SolarWinds Web Help Desk

Pros:
- Ease of Use (1 reviews)

Cons:
- Feature Issues (1 reviews)
- Missing Features (1 reviews)

### ManageEngine ServiceDesk Plus

Pros:
- Ease of Use (9 reviews)
- Features (8 reviews)

Cons:
- Complexity (4 reviews)
- Complex Setup (4 reviews)

---
## Ratings Comparison
| Rating | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
  | **Meets Requirements** | 9.2 (33 reviews) | 8.4 (54 reviews) | 8.6 (221 reviews) | 
  | **Ease of Use** | 9.1 (33 reviews) | 7.9 (54 reviews) | 8.5 (221 reviews) | 
  | **Ease of Setup** | 7.9 (8 reviews) | 8.2 (34 reviews) | 8.1 (162 reviews) | 
  | **Ease of Admin** | 6.9 (7 reviews) | 8.6 (35 reviews) | 8.4 (159 reviews) | 
  | **Quality of Support** | 9.0 (28 reviews) | 8.0 (44 reviews) | 8.1 (205 reviews) | 
  | **Has the product been a good partner in doing business?** | 6.7 (6 reviews) | 8.1 (31 reviews) | 8.3 (151 reviews) | 
  | **Product Direction (% positive)** | 7.1 (32 reviews) | 6.1 (51 reviews) | 8.1 (213 reviews) | 

---
## Pricing

### OTRS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SolarWinds Web Help Desk

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### ManageEngine ServiceDesk Plus

#### Entry-Level Pricing

Plan: Standard Edition help desk module

Price: Starts at $1195  (For 10 technicians annually)

Description: The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!

Key Features:
- Self service portal
- Incident management
- Active Directory integration

[Browse all 3 editions](https://www.g2.com/products/manageengine-servicedesk-plus/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | 8.3/10 | 28 |
| **SolarWinds Web Help Desk** | N/A | N/A |
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 |

#### Ticket and Case Management

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Ticket creation user experience** | 9.1 (27 reviews) ✓ Verified | Not enough data | 8.5 (32 reviews) | 
| **Ticket response user experience** | 8.8 (27 reviews) ✓ Verified | Not enough data | 8.7 (33 reviews) | 
| **Workflow** | 8.9 (25 reviews) ✓ Verified | Not enough data | 8.7 (33 reviews) | 
| **Response Automation** | Feature Not Available | Not enough data | 8.9 (32 reviews) | 
| **SLA Management** | 8.8 (23 reviews) ✓ Verified | Not enough data | 8.4 (33 reviews) | 
| **Attachments/Screencasts** | 8.7 (25 reviews) | Not enough data | 8.5 (33 reviews) | 
| **Ticket Collaboration** | 8.8 (27 reviews) ✓ Verified | Not enough data | 8.6 (32 reviews) | 
| **Customer and Contacts Database** | 8.5 (18 reviews) ✓ Verified | Not enough data | 8.1 (31 reviews) | 

#### Generative AI

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 6.8 (13 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 6.9 (13 reviews) | 

#### Agentic AI - Help Desk

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **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 | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Customer Portal** | 8.4 (19 reviews) ✓ Verified | Not enough data | 8.4 (32 reviews) | 
| **Email to Case** | 8.4 (22 reviews) ✓ Verified | Not enough data | 9.1 (33 reviews) | 
| **Chat/Live Support** | 7.5 (16 reviews) ✓ Verified | Not enough data | 7.9 (27 reviews) | 
| **Social Integration** | Feature Not Available | Not enough data | 7.1 (24 reviews) | 
| **Voice** | 7.8 (15 reviews) ✓ Verified | Not enough data | 6.5 (24 reviews) | 

#### Platform

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Mobile User Support** | Feature Not Available | Not enough data | 7.5 (28 reviews) | 
| **Customization ** | 6.7 (8 reviews) ✓ Verified | Not enough data | 7.9 (32 reviews) | 
| **User, Role, and Access Management** | 7.5 (8 reviews) ✓ Verified | Not enough data | 8.5 (34 reviews) | 
| **Integration** | 8.7 (5 reviews) ✓ Verified | Not enough data | 7.8 (31 reviews) | 
| **Reporting** | 8.3 (21 reviews) ✓ Verified | Not enough data | 8.2 (34 reviews) | 
| **Dashboards** | 8.6 (23 reviews) ✓ Verified | Not enough data | 8.3 (33 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | 9.0/10 | 23 |
| **SolarWinds Web Help Desk** | 8.9/10 | 10 |
| **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 |

#### Administration

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Change Management** | 9.3 (21 reviews) ✓ Verified | 8.3 (8 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | 
| **Asset Management** | 9.1 (19 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | 8.8 (38 reviews) ✓ Verified | 
| **Reports & Analytics** | 9.3 (20 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | 8.9 (39 reviews) ✓ Verified | 

#### Service Desk

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Help Desk** | 9.3 (20 reviews) ✓ Verified | 9.3 (10 reviews) ✓ Verified | 9.2 (42 reviews) ✓ Verified | 
| **Incident Reports** | 9.0 (21 reviews) ✓ Verified | 9.3 (9 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 
| **Process Workflow** | 9.1 (20 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | 8.9 (41 reviews) ✓ Verified | 

#### Management

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Reporting** | 8.5 (13 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | 8.6 (38 reviews) ✓ Verified | 
| **Administration Console** | 8.7 (13 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Access Management** | 9.0 (12 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | 
| **Asset Management** | 8.8 (12 reviews) ✓ Verified | 8.0 (5 reviews) ✓ Verified | 8.7 (36 reviews) ✓ Verified | 
| **Policy Dictation** | 9.3 (10 reviews) | Not enough data | 8.1 (34 reviews) ✓ Verified | 

#### Functionality

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Ticketing System** | 9.2 (14 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | 
| **Performance Logging** | 8.1 (14 reviews) | 8.6 (6 reviews) | 8.5 (38 reviews) ✓ Verified | 
| **Alerting** | 8.8 (14 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Automation** | 9.4 (11 reviews) ✓ Verified | 9.3 (5 reviews) ✓ Verified | 8.5 (39 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **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 | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **SolarWinds Web Help Desk** | 8.8/10 | 10 |
| **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 |

#### Monitoring

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Constant Monitoring** | Not enough data | Feature Not Available | 8.9 (29 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.7 (9 reviews) ✓ Verified | 9.2 (30 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (10 reviews) ✓ Verified | 9.1 (31 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | Not enough data | 6.4 (6 reviews) | 

#### Management Tools

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Ticket Assignment** | Not enough data | 8.8 (10 reviews) ✓ Verified | 9.2 (32 reviews) ✓ Verified | 
| **Standardization** | Not enough data | Feature Not Available | 8.7 (30 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 8.7 (10 reviews) ✓ Verified | 8.9 (29 reviews) ✓ Verified | 

#### Generative AI

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.6 (12 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.6 (12 reviews) | 

#### Agentic AI - Incident Management

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **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 | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **OTRS** | N/A | N/A |
| **SolarWinds Web Help Desk** | 7.5/10 | 37 |
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 |

#### Incident Management

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.7 (31 reviews) | 8.7 (95 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.7 (33 reviews) | 8.6 (95 reviews) | 
| **Ticket Notifications** | Not enough data | 9.1 (34 reviews) | 8.8 (99 reviews) | 
| **Knowledge Base** | Not enough data | 7.0 (29 reviews) | 7.9 (91 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 7.1 (30 reviews) | 8.1 (89 reviews) | 

#### Reporting

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Dashboards** | Not enough data | 7.3 (31 reviews) | 8.3 (95 reviews) | 
| **Time Tracking** | Not enough data | 7.4 (28 reviews) | 8.5 (86 reviews) | 
| **Surveys** | Not enough data | 6.9 (24 reviews) | 8.0 (74 reviews) | 

#### Access & Usability

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Mobile** | Not enough data | 5.0 (25 reviews) | 7.2 (75 reviews) | 
| **Self Service** | Not enough data | 7.6 (33 reviews) | 8.1 (81 reviews) | 
| **Active Directory** | Not enough data | 8.6 (33 reviews) | 8.6 (91 reviews) | 
| **Multi-Channel Access** | Not enough data | 7.1 (25 reviews) | 7.9 (69 reviews) | 

#### Agentic AI - Service Desk

| Feature | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **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 (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 OTRS (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to SolarWinds Web Help Desk (1):** [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to ManageEngine ServiceDesk Plus (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | OTRS | SolarWinds Web Help Desk | ManageEngine ServiceDesk Plus | 
|---|---|---|---|
| **Small-Business** | 8.1% | 16.9% | 8.7% | 
| **Mid-Market** | 32.4% | 61.0% | 59.8% | 
| **Enterprise** | 59.5% | 22.0% | 31.5% | 

### 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%

#### SolarWinds Web Help Desk

- **Information Technology and Services:** 25.4%
- **Education Management:** 18.6%
- **Higher Education:** 6.8%
- **Hospital & Health Care:** 6.8%
- **Banking:** 3.4%
- **Biotechnology:** 3.4%
- **Consumer Electronics:** 3.4%
- **Food Production:** 3.4%
- **Government Administration:** 3.4%
- **Primary/Secondary Education:** 3.4%
- **Other:** 22.0%

#### ManageEngine ServiceDesk Plus

- **Information Technology and Services:** 18.8%
- **Hospital & Health Care:** 5.0%
- **Financial Services:** 5.0%
- **Oil & Energy:** 4.2%
- **Computer & Network Security:** 2.9%
- **Health, Wellness and Fitness:** 2.9%
- **Computer Software:** 2.5%
- **Education Management:** 2.5%
- **Non-Profit Organization Management:** 2.1%
- **Hospitality:** 2.1%
- **Other:** 52.1%

---
## 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 (1866 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [osTicket](https://www.g2.com/products/osticket/reviews) — 4.4/5 stars (44 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 (7616 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 (7333 reviews)

### Alternatives to SolarWinds Web Help Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [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 (1866 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4306 reviews)
- [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (467 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (952 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews)

### Alternatives to ManageEngine ServiceDesk Plus

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [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 (1866 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1145 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 3.9/5 stars (225 reviews)

---
## Top Discussions

### OTRS

No discussions available for this product.

### SolarWinds Web Help Desk

- Title: [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) — 1 comment, 1 upvote
  > **Top comment:** "I don't think that will happen in near future.
We have the same issue and got in touch with SolarWinds developers multiple times.
They are hardly any good..."

### ManageEngine ServiceDesk Plus

- Title: [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/otrs-vs-solarwinds-web-help-desk-vs-manageengine-servicedesk-plus)