What is OTRS and what are its top alternatives?
OTRS is a popular help desk and IT service management software that offers features such as ticket management, customer support, and ITIL compliance. However, some limitations of OTRS include a complex user interface and high license fees.
- Freshdesk: Freshdesk is a cloud-based help desk software with features like ticketing, automation, an integrated knowledge base, and reporting. Pros include a user-friendly interface and affordable pricing, while cons include limited customization options compared to OTRS.
- Zendesk: Zendesk is a customer service platform that offers ticketing systems, self-service options, chat support, and analytics. Key features include a customizable workflow and a wide range of integrations, but some users may find it more expensive than OTRS.
- Jira Service Management: Jira Service Management, formerly known as Jira Service Desk, provides IT service management capabilities, incident management, problem management, and change management. Pros include seamless integration with other Atlassian tools, but some users may find it complex to set up compared to OTRS.
- ServiceNow: ServiceNow is an enterprise-level IT service management software that offers features like IT asset management, service catalog, and service level management. The platform provides robust reporting and automation capabilities, but it can come with a higher price tag than OTRS.
- Zoho Desk: Zoho Desk is a cloud-based help desk solution with features like ticketing, knowledge base, and multichannel support. Pros include an easy setup and integration with other Zoho products, while cons may include limited customization compared to OTRS.
- SysAid: SysAid is an IT service management platform that offers features like ticket management, asset management, and reporting. Key features include a user-friendly interface and customizable workflows, but some users may find it lacks advanced automation options present in OTRS.
- HubSpot Service Hub: HubSpot Service Hub is a customer service software that offers ticketing, knowledge base, live chat, and customer feedback tools. Pros include seamless integration with other HubSpot products, but users may find it more suitable for smaller businesses compared to OTRS.
- Kayako: Kayako is a customer service platform with features like ticketing, live chat, and self-service knowledge base. The platform offers omnichannel support and customizable workflows, but some users may find it lacks advanced reporting capabilities compared to OTRS.
- HappyFox: HappyFox is a help desk software that offers features like ticketing, knowledge base, and reporting. Pros include a user-friendly interface and affordable pricing, but some users may find it lacks certain advanced features present in OTRS.
- Spiceworks: Spiceworks is a free, ad-supported help desk software with features like ticketing, IT asset management, and reporting. Pros include its cost-effective price point and active user community, but some users may find it lacks certain enterprise-level capabilities offered by OTRS.
Top Alternatives to OTRS
FreshDeskFreshdesk is an on demand customer support software that works across multiple support channels. ...
osTicketIt seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. ...
JiraJira's secret sauce is the way it simplifies the complexities of software development into manageable units of work. Jira comes out-of-the-box with everything agile teams need to ship value to customers faster. ...
ZendeskZendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies. ...
ZammadIt is a web based open source helpdesk/customer support system with many features to manage customer communication via several channels like telephone, facebook, twitter, chat and e-mails. ...
Jira Service DeskIt lets you receive, track, manage and resolve requests from your team's customers. It is built for IT, support, and internal business teams, it empowers teams to track, prioritize, and resolve service requests, all in one place. ...
RedmineRedmine is a flexible project management web application. Written using the Ruby on Rails framework, it is cross-platform and cross-database. ...
SlackImagine all your team communication in one place, instantly searchable, available wherever you go. That’s Slack. All your messages. All your files. And everything from Twitter, Dropbox, Google Docs, Asana, Trello, GitHub and dozens of other services. All together. ...
OTRS alternatives & related posts
FreshDesk
- Omnichannel capabilities3
- Centralizes our customer support2
- Great Value for Money2
- Cheap1
related FreshDesk posts
related osTicket posts
Jira
- Powerful310
- Flexible254
- Easy separation of projects149
- Run in the cloud113
- Code integration105
- Easy to use58
- Run on your own53
- Great customization39
- Easy Workflow Configuration39
- REST API27
- Great Agile Management tool12
- Integrates with virtually everything7
- Confluence6
- Complicated6
- Sentry Issues Integration3
- It's awesome2
- Rather expensive8
- Large memory requirement5
- Slow2
- Cloud or Datacenter only1
related Jira posts
So I am a huge fan of JIRA like #massive I used it for many many years, and really loved it, used it personally and at work. I would suggest every new workplace that I worked at to switch to JIRA instead of what I was using.
When I started at #StackShare we were using a Trello #Kanban board and I was so shocked at how easy the workflow was to follow, create new tasks and get tasks QA'd and deployed. What was so great about this was it didn't come with all the complexity of JIRA. Like setting up a project, user rules etc. You are able to hit the ground running with Trello and get tasks started right away without being overwhelmed with the complexity of options in JIRA
With a few TrelloPowerUps we were easily able to add GitHub integration and storyPoints to our cards and thats all we needed to get a really nice agile workflow going.
I'm not saying that JIRA is not useful, I can see larger companies being able to use the JIRA features and have the time to go through all the complex setup to get a really good workflow going. But for smaller #Startups that want to hit the ground running Trello for me is the way to go.
In saying that what I would love Trello to implement is to allow me to create custom fields. Right now we just have a Description field. So I am adding User Stories & How To Test in the Markdown of the Description if I could have these as custom fields then my #Agile workflow would be complete.
#StackDecisionsLaunch
Last time we shared there information about our decision about using YouTrack over Jira actually we found much better solution that our team have loved. Linear is a minimalistic issue tracker that integrates well with Sentry, GitHub, Slack and Figma which are our basic tools. I would like to recommend checking out Linear as a potential alternative to "heavy" issue trackers, maybe at enterprises that may not work but when we're a startup that works awesome!
- Centralizes our customer support135
- Many integrations73
- Easy to setup60
- Cheap26
- Simple26
- Clean12
- Customization7
- $1 Starter Pricing Plan5
- Woopra integration4
- Proactive Customer Support3
- Remote and SSO authentication with CMSs like WordPress1
- Full of features1
- Charitable contribution to SF hospital for $20 plan1
- Integrations0
related Zendesk posts
I will like to know, which chatbot can be compared with Zendesk/Zopim if there's a need to migrate?
related Zammad posts
- Integration with Jira and Confluence1
related Jira Service Desk posts
Redmine
- Open source54
- Customizable with themes and plugins27
- Integration with code version control like git/svn10
- Powerful custom queries9
- RESTful API6
- Customizable workflows6
- Integration with email clients6
- Support for MS SQL Server5
- Time tracking, reports2
- Self-hosted2
- Projects and groups separation1
- Lightweight1
related Redmine posts
We were using a hosted version of Redmine to track defects and user stories originally. We migrated to Jira.
Jira was an easy decision for a number of reasons:
- It's much more "Scrum ready" straight out of the box
- It's so much easier to keep a track of progress (I love the reporting)
- It natively encourages you to adhere to Scrum/Agile/Kanban practices
- Atlassian has a fantastic DevOps ecosystem when considering the likes of Confluence and Bamboo etc
- So many integrations!
- Its UI is so intuitive which makes it an absolute pleasure to use!
I know there are alot of other tools in this space but not even considering anything else at the moment. Love Jira!
- Easy to integrate with1.2K
- Excellent interface on multiple platforms876
- Free849
- Mobile friendly694
- People really enjoy using it690
- Great integrations331
- Flexible notification preferences315
- Unlimited users198
- Strong search and data archiving184
- Multi domain switching support155
- Easy to use82
- Beautiful40
- Hubot support27
- Unread/read control22
- Slackbot21
- Permalink for each messages19
- Text snippet with highlighting17
- Quote message easily15
- Per-room notification14
- Awesome integration support13
- Star for each message / attached files12
- IRC gateway12
- Good communication within a team11
- Dropbox Integration11
- Slick, search is great10
- Jira Integration10
- New Relic Integration9
- Great communication tool8
- Combine All Services Quickly8
- Asana Integration8
- This tool understands developers7
- XMPP gateway7
- Google Drive Integration7
- Awesomeness7
- Replaces email6
- Twitter Integration6
- Google Docs Integration6
- BitBucket integration6
- Jenkins Integration5
- GREAT Customer Support / Quick Response to Feedback5
- Guest and Restricted user control5
- Clean UI4
- Excellent multi platform internal communication tool4
- GitHub integration4
- Mention list view4
- Gathers all my communications in one place4
- Perfect implementation of chat + integrations3
- Easy3
- Easy to add a reaction3
- Timely while non intrusive3
- Great on-boarding3
- Threaded chat3
- Visual Studio Integration3
- Easy to start working with3
- Android app3
- Simplicity2
- Message Actions2
- It's basically an improved (although closed) IRC2
- So much better than email2
- Eases collaboration for geographically dispersed teams2
- Great interface2
- Great Channel Customization2
- Markdown2
- Intuitive, easy to use, great integrations2
- Great Support Team1
- Watch1
- Multi work-space support1
- Flexible and Accessible1
- Better User Experience1
- Archive Importing1
- Travis CI integration1
- It's the coolest IM ever1
- Community1
- Great API1
- Easy remote communication1
- Get less busy1
- API1
- Zapier integration1
- Targetprocess integration1
- Finally with terrible "threading"—I miss Flowdock1
- Complete with plenty of Electron BLOAT1
- I was 666 star :D1
- Dev communication Made Easy1
- Integrates with just about everything1
- Very customizable1
- Platforms0
- Easy to useL0
- Can be distracting depending on how you use it13
- Requires some management for large teams6
- Limit messages history6
- Too expensive5
- You don't really own your messages5
- Too many notifications by default4
related Slack posts
Last time we shared there information about our decision about using YouTrack over Jira actually we found much better solution that our team have loved. Linear is a minimalistic issue tracker that integrates well with Sentry, GitHub, Slack and Figma which are our basic tools. I would like to recommend checking out Linear as a potential alternative to "heavy" issue trackers, maybe at enterprises that may not work but when we're a startup that works awesome!
Using Screenhero via Slack was getting to be pretty horrible. Video and sound quality was often times pretty bad and worst of all the service just wasn't reliable. We all had high hopes when the acquisition went through but ultimately, the product just didn't live up to expectations. We ended up trying Zoom after I had heard about it from some friends at other companies. We noticed the video/sound quality was better, and more importantly it was super reliable. The Slack integration was awesome (just type /zoom and it starts a call)
You can schedule recurring calls which is helpful. There's a G Suite (Google Calendar) integration which lets you add a Zoom call (w/dial in info + link to web/mobile) with the click of a button.
Meeting recordings (video and audio) are really nice, you get recordings stored in the cloud on the higher tier plans. One of our engineers, Jerome, actually built a cool little Slack integration using the Slack API and Zoom API so that every time a recording is processed, a link gets posted to the "event-recordings" channel. The iOS app is great too!
#WebAndVideoConferencing #videochat