# OTRS vs Spiceworks Cloud Help Desk Comparison | | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | | **Total Reviews** | 38 | 311 | | **Largest Market Segment** | Enterprise (59.5% of reviews) | Mid-Market (65.8% of reviews) | | **Entry Level Price** | No pricing available | Free | --- ## Top Pros & Cons ### OTRS Pros: - Customizability (1 reviews) - Customization (1 reviews) Cons: - Ticketing Issues (2 reviews) - Access Control (1 reviews) ### Spiceworks Cloud Help Desk Pros: - Collaboration (1 reviews) - Communication Efficiency (1 reviews) Cons: - Connectivity Issues (1 reviews) - Integration Issues (1 reviews) --- ## Ratings Comparison | Rating | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Meets Requirements** | 9.2 (33 reviews) | 8.6 (286 reviews) | | **Ease of Use** | 9.1 (33 reviews) | 8.7 (287 reviews) | | **Ease of Setup** | 7.9 (8 reviews) | 8.7 (215 reviews) | | **Ease of Admin** | 6.9 (7 reviews) | 8.8 (217 reviews) | | **Quality of Support** | 9.0 (28 reviews) | 8.4 (235 reviews) | | **Has the product been a good partner in doing business?** | 6.7 (6 reviews) | 8.9 (176 reviews) | | **Product Direction (% positive)** | 7.1 (32 reviews) | 8.1 (286 reviews) | --- ## Pricing ### OTRS #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Spiceworks Cloud Help Desk #### Entry-Level Pricing Plan: Spiceworks Hosts It Price: Free Description: Hosted hassle-free in the cloud. No installation and no hardware. [Browse all 2 editions](https://www.g2.com/products/spiceworks-cloud-help-desk/pricing) #### Free Trial No --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **OTRS** | 8.3/10 | 28 | | **Spiceworks Cloud Help Desk** | 8.1/10 | 13 | #### Ticket and Case Management | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Ticket creation user experience** | 9.1 (27 reviews) ✓ Verified | 8.2 (13 reviews) ✓ Verified | | **Ticket response user experience** | 8.8 (27 reviews) ✓ Verified | 8.3 (13 reviews) ✓ Verified | | **Workflow** | 8.9 (25 reviews) ✓ Verified | 8.8 (11 reviews) ✓ Verified | | **Response Automation** | Feature Not Available | 8.3 (10 reviews) | | **SLA Management** | 8.8 (23 reviews) ✓ Verified | 8.8 (7 reviews) ✓ Verified | | **Attachments/Screencasts** | 8.7 (25 reviews) | 8.8 (11 reviews) ✓ Verified | | **Ticket Collaboration** | 8.8 (27 reviews) ✓ Verified | 8.1 (12 reviews) ✓ Verified | | **Customer and Contacts Database** | 8.5 (18 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | #### Generative AI | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | OTRS | Spiceworks Cloud 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 | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Customer Portal** | 8.4 (19 reviews) ✓ Verified | 8.3 (12 reviews) ✓ Verified | | **Email to Case** | 8.4 (22 reviews) ✓ Verified | 9.3 (12 reviews) ✓ Verified | | **Chat/Live Support** | 7.5 (16 reviews) ✓ Verified | 7.5 (6 reviews) ✓ Verified | | **Social Integration** | Feature Not Available | 6.0 (5 reviews) | | **Voice** | 7.8 (15 reviews) ✓ Verified | Feature Not Available | #### Platform | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Mobile User Support** | Feature Not Available | 5.8 (8 reviews) ✓ Verified | | **Customization ** | 6.7 (8 reviews) ✓ Verified | 7.4 (9 reviews) ✓ Verified | | **User, Role, and Access Management** | 7.5 (8 reviews) ✓ Verified | 9.2 (10 reviews) ✓ Verified | | **Integration** | 8.7 (5 reviews) ✓ Verified | 7.5 (8 reviews) ✓ Verified | | **Reporting** | 8.3 (21 reviews) ✓ Verified | 8.3 (9 reviews) ✓ Verified | | **Dashboards** | 8.6 (23 reviews) ✓ Verified | 8.0 (11 reviews) ✓ Verified | ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **OTRS** | 9.0/10 | 23 | | **Spiceworks Cloud Help Desk** | N/A | N/A | #### Administration | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Change Management** | 9.3 (21 reviews) ✓ Verified | Not enough data | | **Asset Management** | 9.1 (19 reviews) ✓ Verified | Not enough data | | **Reports & Analytics** | 9.3 (20 reviews) ✓ Verified | Not enough data | #### Service Desk | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Help Desk** | 9.3 (20 reviews) ✓ Verified | Not enough data | | **Incident Reports** | 9.0 (21 reviews) ✓ Verified | Not enough data | | **Process Workflow** | 9.1 (20 reviews) ✓ Verified | Not enough data | #### Management | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Reporting** | 8.5 (13 reviews) ✓ Verified | Not enough data | | **Administration Console** | 8.7 (13 reviews) ✓ Verified | Not enough data | | **Access Management** | 9.0 (12 reviews) ✓ Verified | Not enough data | | **Asset Management** | 8.8 (12 reviews) ✓ Verified | Not enough data | | **Policy Dictation** | 9.3 (10 reviews) | Not enough data | #### Functionality | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Ticketing System** | 9.2 (14 reviews) ✓ Verified | Not enough data | | **Performance Logging** | 8.1 (14 reviews) | Not enough data | | **Alerting** | 8.8 (14 reviews) ✓ Verified | Not enough data | | **Automation** | 9.4 (11 reviews) ✓ Verified | Not enough data | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | OTRS | Spiceworks Cloud Help 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 | ### Service Desk | Product | Score | Reviews | |---|---|---| | **OTRS** | N/A | N/A | | **Spiceworks Cloud Help Desk** | 8.6/10 | 140 | #### Incident Management | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Automate Ticket Routing** | Not enough data | Feature Not Available | | **Ticket Prioritization** | Not enough data | 8.8 (125 reviews) | | **Ticket Notifications** | Not enough data | 9.3 (131 reviews) | | **Knowledge Base** | Not enough data | 8.2 (113 reviews) | | **Knowledge Base/Ticket Integration** | Not enough data | 8.2 (102 reviews) | #### Reporting | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Dashboards** | Not enough data | 8.6 (127 reviews) | | **Time Tracking** | Not enough data | 8.4 (107 reviews) | | **Surveys** | Not enough data | Feature Not Available | #### Access & Usability | Feature | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Mobile** | Not enough data | 8.1 (98 reviews) | | **Self Service** | Not enough data | 8.9 (106 reviews) | | **Active Directory** | Not enough data | 8.9 (89 reviews) | | **Multi-Channel Access** | Not enough data | Feature Not Available | #### Agentic AI - Service Desk | Feature | OTRS | Spiceworks Cloud Help 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 | --- ## Categories **Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to OTRS (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Unique to Spiceworks Cloud Help Desk (1):** [Service Desk Software](https://www.g2.com/categories/service-desk) --- ## Reviewer Demographics ### By Company Size | Segment | OTRS | Spiceworks Cloud Help Desk | |---|---|---| | **Small-Business** | 8.1% | 22.1% | | **Mid-Market** | 32.4% | 65.8% | | **Enterprise** | 59.5% | 12.1% | ### 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% #### Spiceworks Cloud Help Desk - **Information Technology and Services:** 17.9% - **Education Management:** 8.5% - **Higher Education:** 4.9% - **Hospital & Health Care:** 4.6% - **Computer Software:** 2.6% - **Consumer Goods:** 2.3% - **Marketing and Advertising:** 2.3% - **Retail:** 2.3% - **Primary/Secondary Education:** 2.0% - **Non-Profit Organization Management:** 2.0% - **Other:** 50.8% --- ## Alternatives ### Alternatives to OTRS - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1865 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6891 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 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 (7580 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews) - [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews) ### Alternatives to Spiceworks Cloud 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 (976 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (746 reviews) - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (248 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews) - [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews) - [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1127 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews) - [GLPI](https://www.g2.com/products/glpi/reviews) — 4.6/5 stars (40 reviews) --- ## Top Discussions ### OTRS No discussions available for this product. ### Spiceworks Cloud Help Desk - Title: [I have a computer repair service and I have customers whom live out of town...how could I use spiceworks to administer routine task through a secure connection?](https://www.g2.com/discussions/remote-management) — 4 comments, 1 upvote > **Top comment:** "Looks like a really old question so Spiceworks might not have had this out back then, but the feature is called Remote..." - Title: [What is Spiceworks Cloud Help Desk used for?](https://www.g2.com/discussions/what-is-spiceworks-cloud-help-desk-used-for) — 1 comment > **Top comment:** "It can be used as your IT helpdesk or HR helpdesk even for your employees or maybe a space where you can gather the feedback from employees " --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/otrs-vs-spiceworks-cloud-help-desk)