OTRS vs GLPI Comparison | SaaSworthy.com

Remove All	86% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove OTRS Help Desk Software (87 Ratings)	Remove GLPI Service Desk Software	96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zoho Desk Help Desk Software (4332 Ratings)	85% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zendesk Support Help Desk Software (5051 Ratings)
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Remove All	86% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove OTRS Help Desk Software (87 Ratings)	Remove GLPI Service Desk Software	96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zoho Desk Help Desk Software (4332 Ratings)	85% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Sponsored Remove Zendesk Support Help Desk Software (5051 Ratings)
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Overview

Summary

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. ..show more

GLPI is a leading Service Management solution which offers Helpdesk, CMDB, Asset Management, Project Management on one platform. It provides key features like CMDB, Helpdesk, Financial Management, Project Management, Administration, and Configuration. GLPI can be use from small to very large organizations. ..show more

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

TECHNICAL DETAILS

Access Monitoring
24/7 (Live rep)
Business Hours
Online

Contact Number/Address

Oberursel, Germany / +49 6172 681988-0

Paris, Île-de-France

Pleasanton, California - 94588 / +1 888-900-9646

San Francisco, California - 94103 / +1 415-418-7506

API

N/A

Deployment
SaaS/Web/Cloud
Mobile - Android
Mobile - iOS
Installed - Windows
Installed - Mac

Customers
Individuals
Freelancers
Large Enterprises
Medium Business
Small Business

Pricing

Pricing Model
Free Trial
Freemium
One-time license
Open-source
Subscription
Quotation Based

Plans
	Silver Custom Features 10 Concurrent Agents 9:00 AM - 5:00 PM Weekday Support Certified data centers Storage: 50 GB 3 Feature Add-ons Recovery time 8 hours Gold Custom Features 50 Concurrent Agents 8:00 AM - 8:00 PM Weekday Support Certified data centers Storage: 400 GB 7 Feature Add-ons Recovery time 6 hours Titanium Custom Features 100 Concurrent Agents 24/7/365 Support Certified data centers Storage: 1000 GB 10 Feature Add-ons Recovery time 4 hours Platinum Custom Features 200 Concurrent Agents 24/7/365 Support Certified data centers Storage: 2000 GB Unlimited Feature Add-ons Recovery time 2 hours View Price Page	GLPI Community Free Features CMDB Helpdesk Financial Management Project Management Administration Configuration GLPI Network Cloud Others €19/month Features Price for 1 IT agent IT assets unlimited End users unlimited Support L.3 unlimited Community plugins* GLPI Network plugins Updates Backups Server maintainance On-premises Basic Others €100/month (12 months commitment) excl.tax Features* Up to 10 IT agents Up to 500 IT assets End users unlimited Support L.3 unlimited Community plugins GLPI Network plugins + 2 hours remote technical assistance from Teclib On-premises Standard Others €300/month (12 months commitment) excl.tax Features* Up to 50 IT agents Up to 5000 IT assets End users unlimited Support L.3 unlimited Community plugins GLPI Network plugins Standard plugins + 8 hours remote technical assistance from Teclib On-premises Advanced Others €1000/month (12 months commitment) excl.tax Features* More > 51 IT agents More > 5001 IT assets End users unlimited Support L.3 unlimited Community plugins GLPI Network plugins Standard plugins Advanced plugins + 20 hours remote technical assistance from Teclib Provide GLPI Network as a package (for Debian / RHEL / Fedora / CentOS) View Price Page	Standard $20 /User/Month All the essential support features to augment your customer service team. Features 5 channels Help Center Feedback Widget: 1 Advanced Web Forms: 5 Social Media (Facebook & Twitter): 1 Brand Instant Messaging (WhatsApp, Telegram, WeChat & Line) Spam, Merge, Split & Clone Tickets Ticket History Quick Ticket View Ticket Tags: 20 Tags/Ticket Product-based Ticket Tracking Add Resolution as KB Suggested Articles Direct Assignment to Agents and Teams Work Modes Response Editor with Rich Text Support & Response Draft Advanced Search Faster Response Snippets Macros: 5 Workflow Rules: 5/Module Time-based Rules: 5 Service Level Agreements: 4 Multi-Level Escalations Tasks, Events & Calls: Only Tasks Custom Email Templates Custom Tabs, Views, Status & Form Fields Custom Fields: 50 Fields/Module Re-branding: Limited Pre-defined Reports Custom Reports: 50 Export Reports to CSV, XLS or PDF Customer Happiness Ratings Dashboard Custom Dashboards: 10 Ticket Overview & Status Dashboard Response, Resolution & FCR Dashboards Analytics Mobile App (Radar) Profiles (restrict feature access): 6 Roles: 5 GDPR Compliance Support Email Phone Professional $35 /User/Month Simplified collaboration and process automation functionalities for fast-growing teams. Features 10 channels Includes features of Standard plan, plus Feedback Widget: 1/Department Advanced Web Forms: 10/Department Telephony Ticket Tags: 30 Tags/Ticket Round-Robin Ticket Assignment by Load Balancing: 10/Department Ticket Sharing & Ownership Agent Collision Detection Macros: 15/Department Workflow Rules: 15/Department/Module Time-based Rules: 15/Department Service Level Agreements: 10/Department Customer-based SLA Tasks, Events & Calls Auto Time Tracking Advanced Process Management (Blueprints): 1/Department Custom Fields: 150 Fields/Module Ticket Templates Re-branding Multi-department Support: 10 Departments Custom Reports: Unlimited Custom Dashboards: Unlimited Advanced Dashboards: Limited Profiles (restrict feature access): 25 Roles: 25 Field-level Access Control Support Chat Enterprise $50 /User/Month Advanced AI and customization capabilities to enable enterprise-grade support. Features 100 channels Includes features of Professional plan, plus Advanced Web Forms: 20/Department Social Media (Facebook & Twitter): 2 Brands or 1 brand/department if multi-branding Live Chat Guided Conversations Ticket Tags: 50 Tags/Ticket Round-Robin Ticket Assignment by Load Balancing: 15/Department Macros: 30/Department Workflow Rules: 30/Department/Module with custom functions Time-based Rules: 30/Department Service Level Agreements: 20/Department Contract Management SLA Advanced Process Management (Blueprints): 20/Department Artificial Intelligence Custom Fields: 230 Fields/Module Multi-department Support: 50 Departments Advanced Dashboards Schedule Reports Profiles (restrict feature access): 50 Roles: 250 Data Sharing Access Zoho Desk Express $9 /User/Month A straightforward ticketing system for individuals and small teams looking to start automating their customer service. Features Ticketing Social Media Analytics View Price Page	Suite Team $69 /User/Month Features Ticketing system Email, chat, voice, social messaging, and more Help center Standard bots Prebuilt analytics dashboards 1,000+ apps & integrations Pre-defined responses (macros) Custom business rules (triggers & automations) Online support from the Zendesk team Digital onboarding and adoption resources Suite Growth $115 /User/Month Features Ticketing system Email, chat, voice, social messaging, and more Help center Standard bots Prebuilt analytics dashboards 1,000+ apps & integrations Pre-defined responses (macros) Custom business rules (triggers & automations) Online support from the Zendesk team Digital onboarding and adoption resources Multiple ticket forms Light Agents Service level agreements (SLA) Customer satisfaction ratings (CSAT) Multilingual support and content Self-service customer portal Business hours Suite Professional $149 /User/Month Features Ticketing system Email, chat, voice, social messaging, and more Help center Standard bots Prebuilt analytics dashboards 1,000+ apps & integrations Pre-defined responses (macros) Custom business rules (triggers & automations) Online support from the Zendesk team Digital onboarding and adoption resources Multiple ticket forms Light Agents Service level agreements (SLA) Customer satisfaction ratings (CSAT) Multilingual support and content Self-service customer portal Business hours Custom and live analytics Side conversations Skills-based routing Integrated community forums Data location options HIPAA enabled Access to Sunshine Conversations Eligible for Advanced AI add-on Suite Enterprise Custom Features: Ticketing system Email, chat, voice, social messaging, and more Help center Standard bots Prebuilt analytics dashboards 1,000+ apps & integrations Pre-defined responses (macros) Custom business rules (triggers & automations) Online support from the Zendesk team Digital onboarding and adoption resources Multiple ticket forms Light Agents Service level agreements (SLA) Customer satisfaction ratings (CSAT) Multilingual support and content Self-service customer portal Business hours Custom and live analytics Side conversations Skills-based routing Integrated community forums Data location options HIPAA enabled Access to Sunshine Conversations Eligible for Advanced AI add-on Eligible for Advanced Data Privacy and Protection add-on Sandbox AI-powered Content Cues Content blocks Custom agent roles Dynamic, Contextual workspaces Suite Enterprise Plus Custom A comprehensive solution that meets all enterprise needs. Features Optimize support and fine-tune change management with our most robust sandbox Scale your business with our highest API rate limits Protect your operations with enhanced disaster recovery View Price Page

Compare OTRS vs GLPI

OTRS

GLPI

Zoho Desk

Zendesk Support

Overview

TECHNICAL DETAILS

Pricing

SCREENSHOTS

INTEGRATIONS

ALTERNATIVES