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Compare OTRS and Zoho Desk 
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
No pricing available
$0.00
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 OTRSZoho Desk
Star Rating
(7,209)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zoho Desk excels in user satisfaction, boasting a significantly higher overall score compared to OTRS. Users appreciate its intuitive interface, stating, "It helps in managing requests really simple," which contributes to a more organized workflow.
- According to verified reviews, Zoho Desk's implementation process is praised for its ease, with users noting that it is "very easy to implement or integrate." In contrast, OTRS, while functional, does not receive the same level of acclaim for setup, indicating potential challenges for new users.
- Reviewers mention that Zoho Desk offers a comprehensive support experience, with many highlighting the responsiveness of the support team during transitions from other platforms. This is a stark contrast to OTRS, where users have expressed concerns about the quality of support, with some feeling it could be improved.
- Users say that Zoho Desk's ticket management features, such as the ability to track tickets and respond to customers efficiently, are standout elements. In comparison, while OTRS provides a categorization feature for ticket management, some users feel it lacks the same level of organization and ease of use that Zoho Desk offers.
- Reviewers highlight that Zoho Desk's pricing is competitive, making it an attractive option for small businesses, which comprise a large portion of its user base. OTRS, on the other hand, is more focused on enterprise solutions, which may not be as accessible for smaller teams.
- According to recent feedback, both platforms have strong customization options, but Zoho Desk's flexibility is often noted as superior. Users appreciate the ability to tailor the platform to their needs, while OTRS users have mentioned that customization can be more limited, impacting their overall experience.
Pricing
Entry-Level Pricing
OTRS
No pricing availableZoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
OTRS
No trial information availableZoho Desk
Free Trial is available
Ratings
Meets Requirements
9.2
33
8.7
5,744
Ease of Use
9.1
33
8.5
5,822
Ease of Setup
7.9
8
8.1
5,098
Ease of Admin
6.9
7
8.3
4,787
Quality of Support
9.0
28
8.3
5,166
Has the product been a good partner in doing business?
6.7
6
8.4
4,322
Product Direction (% positive)
7.1
32
8.9
5,507
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.6
3361
|
Verified
8.8
27
|
Verified
8.5
3304
|
Verified
8.9
25
|
Verified
8.3
3084
|
Verified
Feature Not Available
8.3
2920
|
Verified
8.8
23
|
Verified
8.2
2642
|
Verified
8.7
25
8.4
2908
|
Verified
8.8
27
|
Verified
8.5
2916
|
Verified
8.5
18
|
Verified
8.3
2506
|
Verified
Generative AI
Not enough data
7.4
961
Not enough data
7.4
950
Agentic AI - Help Desk
Not enough data
7.1
358
Not enough data
7.1
361
Not enough data
7.2
358
Communication Channels
8.4
19
|
Verified
8.3
2856
|
Verified
8.4
22
|
Verified
8.6
3079
|
Verified
7.5
16
|
Verified
8.2
2390
|
Verified
Feature Not Available
8.0
2148
|
Verified
7.8
15
|
Verified
7.8
1909
|
Verified
Platform
Feature Not Available
8.1
2289
|
Verified
6.7
8
|
Verified
8.2
2739
|
Verified
7.5
8
|
Verified
8.4
2834
|
Verified
8.7
5
|
Verified
8.1
2259
|
Verified
8.3
21
|
Verified
8.2
2797
|
Verified
8.6
23
|
Verified
8.4
2955
|
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
8.2
342
Not enough data
8.2
341
Not enough data
8.4
345
Knowledge Management
Not enough data
8.6
324
Not enough data
8.2
316
Not enough data
8.2
322
Compliance
Not enough data
8.3
337
Not enough data
8.3
334
Not enough data
8.2
336
Not enough data
8.1
334
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
310
Data Security
Not enough data
8.1
336
Not enough data
8.1
330
Not enough data
8.4
335
Not enough data
8.4
332
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
575
Not enough data
8.0
557
Not enough data
7.3
549
Design
Not enough data
7.9
546
Not enough data
7.7
555
Not enough data
8.1
551
Not enough data
8.1
546
Not enough data
8.1
532
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
447
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
431
Not enough data
8.2
416
Not enough data
8.3
422
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Generative AI
Not enough data
7.9
175
Not enough data
8.0
177
Not enough data
7.8
176
Communication
Not enough data
8.8
717
|
Verified
Not enough data
8.7
758
|
Verified
Not enough data
8.6
658
Not enough data
8.6
631
|
Verified
Not enough data
8.3
355
Internal Use
6.7
8
|
Verified
8.2
2739
|
Verified
Not enough data
8.5
360
Not enough data
8.4
455
Not enough data
8.7
713
|
Verified
Not enough data
8.6
692
|
Verified
Not enough data
8.6
707
|
Verified
Generative AI
Not enough data
7.7
422
Self-Service Experience
Not enough data
8.5
1508
Not enough data
8.4
1468
Not enough data
8.1
1274
Not enough data
8.1
769
Not enough data
8.2
814
Self-Service Platform
Not enough data
8.3
837
Not enough data
8.3
815
Not enough data
7.8
727
Not enough data
8.2
762
Agentic AI - Customer Self-Service
Not enough data
7.7
79
Not enough data
7.7
80
Not enough data
7.9
79
Not enough data
7.8
84
Not enough data
7.8
82
Not enough data
7.8
80
Not enough data
7.7
82
Generative AI
Not enough data
8.2(won by default)
119
Not enough data
8.1(won by default)
117
Process
Not enough data
8.7(won by default)
490
Not enough data
9.0(won by default)
634
Not enough data
8.5(won by default)
487
Channels
Not enough data
9.0(won by default)
624
Not enough data
8.5(won by default)
543
Not enough data
8.7(won by default)
514
Not enough data
8.6(won by default)
457
Not enough data
8.8(won by default)
482
Insight
Not enough data
8.7(won by default)
493
Not enough data
8.9(won by default)
545
Not enough data
8.8(won by default)
515
Not enough data
9.0(won by default)
589
Generative AI
Not enough data
7.6
184
Not enough data
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.4
7
Not enough data
7.6
7
Customer Query Resolution - AI Customer Support Agents
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
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
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 Zoho Desk are categorized as Help Desk
Unique Categories
OTRS is 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.)
Zoho Desk
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
17.8%
Computer Software
10.7%
Computer & Network Security
4.0%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
Discussions
OTRS has no discussions with answers
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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