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Compare OTRS and Zammad 
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Small-Business (60.0% 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 OTRSZammad
Star Rating
(10)4.5 out of 5
Market Segments
Small-Business (60.0% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about ZammadPricing
Entry-Level Pricing
OTRS
No pricing availableZammad
No pricing availableFree Trial
OTRS
No trial information availableZammad
No trial information availableRatings
Meets Requirements
9.2
33
8.3
8
Ease of Use
9.1
33
9.0
8
Ease of Setup
7.9
8
Not enough data
Ease of Admin
6.9
7
Not enough data
Quality of Support
9.0
28
Not enough data
Has the product been a good partner in doing business?
6.7
6
Not enough data
Product Direction (% positive)
7.1
32
8.3
7
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.0
5
8.8
27
|
Verified
7.0
5
8.9
25
|
Verified
6.7
5
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
6.7
5
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
7.0
5
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
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Categories
Categories
Shared Categories
OTRS and Zammad are categorized as Help Desk
Unique Categories
OTRS is categorized as IT Service Management (ITSM) Tools
Zammad is categorized as Contact Center Knowledge Base
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zammad
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
20.0%
Research
10.0%
Primary/Secondary Education
10.0%
Medical Devices
10.0%
Health, Wellness and Fitness
10.0%
Other
40.0%
Alternatives
Discussions
OTRS has no discussions with answers
Zammad has no discussions with answers
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