Compare Mhelpdesk and OTRS - May 2022

Shlomi Lavi

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Bottom Line: Which is Better - Mhelpdesk or OTRS?

Mhelpdesk is more expensive to implement (TCO) than OTRS, and Mhelpdesk is rated higher (95/100) than OTRS (84/100). Mhelpdesk offers users more features (15) than OTRS (3).

Looking for the right Field Service solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Mhelpdesk Vs. otrs.org

Mhelpdesk: Mhelpdesk was voted The #1 Field Service Software Solution by Software Advice, and made Capterra’s “Top 10 Field Service Management Software Solutions”. Since 2007, we’ve been working closely with a wide range of small-businesses from field services to IT services. Just google “Mhelpdesk Review” to see what the public thinks about Mhelpdesk. It’s a...

otrs.org: The OTRS Group offers Consulting, Software Development and Support for implementation, customization and operation of OTRS Help Desk software and OTRS IT Service Management software in an "OTRS Best Practice Edition" on premise or in a software-as-a-sevice solution called "Managed OTRS".

Who is more expensive? Mhelpdesk or OTRS?

The real total cost of ownership (TCO) of Field Service software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for Mhelpdesk and OTRS.

Mhelpdesk price starts at $374 per 10 users/month , On a scale between 1 to 10 Mhelpdesk is rated 6, which is similar to the average cost of Field Service software. OTRS price starts at $10 per agent/month , When comparing OTRS to its competitors, the software is rated 4 - lower than the average Field Service software cost.

Bottom line: Mhelpdesk is more expensive than OTRS.

Which software includes more/better features?

We've compared Mhelpdesk Vs. OTRS based on some of the most important and required Field Service features.

Mhelpdesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Billing and Invoicing, Customer Survey, Document Management, Knowledge Base/FAQ, Mobile Integration, Reporting, Rules/Workflows, Scheduling.

OTRS: Data Import/Export, Basic Reports, Online Customer Support.

Target customer size

MHelpdesk is ideal for businesses of all sizes in various industries that manage field workers and services. and OTRS's target customer size include: Small businesses and start ups.