OTRS vs Helpspot in February 2026

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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82% 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

Helpspot

Help Desk Software

4.4 26 user ratings

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Overview

Description	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	Helpspot is a help desk software that converts inbound support requests into tickets, making it easier for support teams to handle tickets and connect with requesters to address issues. It's a step up from utilising basic email accounts to handle support queries. HelpSpot includes the essential tools for managing support requests and keeping teams in sync. It arranges tickets in a centralised inbox so that agents can see all incoming requests in one place and allocate the requests to themselves or others. Tickets disappear from the central inbox and reappear in the Agent Queue once allocated. As a result, it's clear who's in command. Internal notes allow agents to communicate within a ticket, eliminating the need for external messaging apps. Collision detection, on the other hand, alerts agents in real-time whether another agent is viewing or working on a request, assisting in the clarification of a team workflow. Pre-approved email templates, an internal knowledge base, customer self-service portals, reporting tools, and automation rules are among the software's additional features. Read more
Pricing Options	Free Trial Not Available Offers Custom plan.	Free Trial Available Starts at $594.00.
SW Score & Breakdown	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%	82% 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 94% Reviews 76% Momentum 60% Popularity 64%
SaaSworthy Awards	# 16 Highly Rated	Not Available

Features

Total Features	15 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 + 11 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	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	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	4.5/5 98 user ratings	4.4/5 26 user ratings
Rating Distribution	Excellent 62.2% Very Good 25.5% Average 9.2% Poor 1% Terrible 2%	Excellent 50% Very Good 38.5% Average 7.7% Poor 3.8% Terrible 0%
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Pricing

Pricing Options	Free Trial Not Available Offers Custom plan.	Free Trial Available Starts at $594.00.
Pricing Plans Monthly Plans Annual Plans	Silver Custom Gold Custom Titanium Custom Platinum Custom	Professional $699.00 $699.00 per year Non-Profit & Education (15% off) $594.00 $594.00 per year
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Alternatives

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