osTicket vs OTRS in February 2026

94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

osTicket

Help Desk Software

4.9 14 user ratings

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86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

OTRS

Help Desk Software

4.5 98 user ratings

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Overview

Description	osTicket is an open-source helpdesk management software solution that offers both IT asset management and ticket management within the same head. The software is most suited for small and medium-sized enterprise customers. It offers a built-in portal for customers to submit their tickets and track the request status. The auto-assign option helps in automatically routing incoming tickets to the most appropriate departments and members according to their descriptions. On successful submission of tickets, an automated email response is sent out to the customers to keep them posted about the latest update on the queries/issues. osTicket also offers an interactive dashboard and different reporting modules that allow teams to prepare customized reports. The data-rich reports are crucial for the IT department and can be used to gain complete insight into the helpdesk operations like ticket handling procedures, and staffing levels. Additional features such as powerful ticket filter, help topics library ticket locking mechanism to avoid dual response, etc. make os Ticket a complete helpdesk package for enterprises. Read more	OTRS is a comprehensive service management software that helps businesses improve their customer service quality in an efficient manner. With this software, users can quickly channelise and prioritise the received requests from individual customers and get those fulfilled within time. The software also lets customers get a clear overview of how long it will take for companies to resolve their problems by checking on ticket wise statuses. OTRS lets companies’ employees and teams balance their workload and deliver high-quality service on time. It comes with customised templates that can be used to deliver accurate answers in real-time. In addition, the software can also be used to improve self-service support by adding complete and up-to-date FAQs as well as chat functions within integrated video guides. Automated reports generated by the software helps businesses to get a clear overview of monitoring the request processing time and enhance their service quality levels accordingly. Moreover, OTRS also helps to reduce service delivery errors by making sure that the agents have included all the important information within the solution email. Read more
Pricing Options	Free Trial Not Available Starts at $12.0. Offers Free-forever and Custom plan.	Free Trial Not Available Offers Custom plan.
SW Score & Breakdown	94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 98% Reviews 80% Momentum 71% Popularity 78%	86% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 95% Reviews 77% Momentum 66% Popularity 77%
SaaSworthy Awards	# 9 Most Popular # 5 Fastest Growing	# 16 Highly Rated

Features

Total Features	17 Features	15 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 11 More - Show Less
Unique Features	Multi-language Support Available in multiple languages to support global customers	Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Individuals Large Enterprises Medium Business Small Business	Individuals Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	4.9/5 14 user ratings	4.5/5 98 user ratings
Rating Distribution	Excellent 85.7% Very Good 14.3% Average 0% Poor 0% Terrible 0%	Excellent 62.2% Very Good 25.5% Average 9.2% Poor 1% Terrible 2%
User Sentiments	Ticket Management, Customization Options, Email Integration, Ease of Use Outdated UI Design, Limited Third-Party Integrations, Complex Configuration, Lack of Reporting Functionality	Not Available
Review Summary	osTicket is a popular open-source help desk system praised for its ease of use and customization options, making it ideal for small businesses and internal teams. Users find its integration with email systems seamless, allowing for quick ticket creation and efficient management. While users appreciate its free self-hosted option, some point to outdated design and limited reporting functionality as drawbacks. Despite these shortcomings, osTicket remains a valuable tool for streamlining support processes and organizing customer inquiries.	Not Available
Pros & Cons	Open-source and cost-effective Built-in customer portal for easy ticket submission and tracking Automated ticket routing and assignment Interactive dashboard and customizable reporting modules Powerful ticket filtering and locking mechanisms May require technical expertise for setup and maintenance Limited customization options compared to paid alternatives Fewer integrations compared to other help desk software	Efficient ticket management and prioritization Real-time status updates for customers Customizable templates for quick and accurate responses Automated reporting for monitoring and improving service quality Integrated video guides for self-service support Can be complex to set up and configure Limited integration options compared to some competitors May require additional resources for large-scale implementations
	Read All User Reviews	Read All User Reviews

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Pricing

Pricing Options	Free Trial Not Available Starts at $12.0. Offers Free-forever and Custom plan.	Free Trial Not Available Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	Open Source Free Cloud Hosted $12.00 $12.00 per month Virtual Appliance Custom	Silver Custom Gold Custom Titanium Custom Platinum Custom
	View Detailed Pricing	View Detailed Pricing

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Alternatives

	HelpDesk 4.4 50 ratings osTicket Vs HelpDesk UVdesk 4.8 108 ratings osTicket Vs UVdesk HESK 4.5 12 ratings Jira Service Desk 4.2 1,399 ratings ReadyDesk 2.7 3 ratings osTicket Vs ReadyDesk	HelpDesk 4.4 50 ratings OTRS Vs HelpDesk osTicket 4.9 14 ratings OTRS Vs osTicket Jira Service Desk 4.2 1,399 ratings ReadyDesk 2.7 3 ratings OTRS Vs ReadyDesk Rhino Support 4.5 11 ratings
	View All osTicket Alternatives	View All OTRS Alternatives

Screenshots & Videos

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Vendor information

Company Details

Located in: Alexandria, Louisiana Founded in: 2015

Located in: Oberursel, Germany Founded in: 2003

Contact Details

+1 318-290-3674

https://osticket.com/

+49 6172 681988-0

https://otrs.com/otrs-solutions/customer-service/

Social Media Handles

Twitter 4K

Facebook

Instagram 277

Youtube 3K

Linkedin 3K

Twitter 2K

Facebook 1K

Instagram 148

Youtube 1K

FAQs

What are the key differences between osTicket and OTRS?

osTicket is open-source and more suited for small and medium-sized enterprises, while OTRS is a comprehensive service management software for larger organizations.

What are the alternative products to osTicket?

The top alternatives to osTicket are HelpDesk, UVdesk, Spiceworks Help Desk, HESK, and Jira Service Desk.

Which SaaS products can osTicket integrate with?

osTicket integrates with GitHub, Wix, Slack, and Jira.

What are the key features of OTRS?

OTRS offers features such as AI Assistant, Alerts (Escalation), Automated Routing, Community Forums, Concurrent Calling, Contract (SLA Management), Customizable Branding, Document Storage, Incident Management, Knowledge Base, Known Issue Management, Live Chat, Macros (Templated Responses), Multi-Channel Communication, Multi-brand Help desk, Multi-language Support, Self Service Portal, Social Media Integration, Surveys & Feedback, and Ticket Management.

How does the reporting functionality of osTicket compare to OTRS?

osTicket offers interactive dashboards and reporting modules for customized reports, while OTRS provides automated reports for monitoring request processing time and enhancing service quality.