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Compare OTRS and TOPdesk 
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Mid-Market (46.4% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
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 OTRSTOPdesk
Star Rating
(30)4.1 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about TOPdeskOTRS vs TOPdesk
- Reviewers felt that OTRS meets the needs of their business better than TOPdesk.
- When comparing quality of ongoing product support, reviewers felt that OTRS is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of TOPdesk over OTRS.
Pricing
Entry-Level Pricing
OTRS
No pricing availableTOPdesk
No pricing availableFree Trial
OTRS
No trial information availableTOPdesk
Free Trial is available
Ratings
Meets Requirements
9.2
33
8.5
24
Ease of Use
9.1
33
8.0
23
Ease of Setup
7.9
8
7.3
5
Ease of Admin
6.9
7
Not enough data
Quality of Support
9.0
28
8.8
20
Has the product been a good partner in doing business?
6.7
6
8.3
5
Product Direction (% positive)
7.1
32
9.5
24
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
8.8
10
|
Verified
9.1
19
|
Verified
8.3
10
|
Verified
9.3
20
|
Verified
8.8
10
|
Verified
Service Desk
9.3
20
|
Verified
8.8
10
|
Verified
9.0
21
|
Verified
8.3
10
|
Verified
9.1
20
|
Verified
8.2
10
|
Verified
Management
8.5
13
|
Verified
8.3
10
|
Verified
8.7
13
|
Verified
8.7
9
|
Verified
9.0
12
|
Verified
8.5
10
|
Verified
8.8
12
|
Verified
8.3
10
|
Verified
9.3
10
8.5
9
|
Verified
Functionality
9.2
14
|
Verified
9.0
10
|
Verified
8.1
14
8.0
9
8.8
14
|
Verified
8.8
10
|
Verified
9.4
11
|
Verified
8.5
10
|
Verified
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
Incident Management
Not enough data
8.8
19
Not enough data
8.4
20
Not enough data
9.1
19
Not enough data
8.6
18
Not enough data
8.1
18
Reporting
Not enough data
8.2
19
Not enough data
8.4
19
Not enough data
8.3
17
Access & Usability
Not enough data
8.6
15
Not enough data
8.8
18
Not enough data
8.8
16
Not enough data
8.0
16
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 TOPdesk are categorized as IT Service Management (ITSM) Tools
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
TOPdesk
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%
Computer Software
10.7%
Retail
7.1%
Primary/Secondary Education
7.1%
Higher Education
7.1%
Education Management
7.1%
Other
60.7%
Alternatives
Discussions
OTRS has no discussions with answers
TOPdesk has no discussions with answers
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