Compare OTRS and LiveAgent - Oct 2022

Shlomi Lavi

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Bottom Line: Which is Better - OTRS or LiveAgent?

OTRS is more expensive to implement (TCO) than LiveAgent, and OTRS is rated higher (84/100) than LiveAgent (80/100). LiveAgent offers users more features (5) than OTRS (3).

Looking for the right Help Desk 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:

otrs.org Vs. Quality Unit

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".

Quality Unit: Quality Unit is a privately owned software development and technology company. We specialize in software development of web based products and information systems designed for mid to large sized companies. Today, more than 19,000 customers worldwide are operating with our products, spanning a wide variety of projects, from small personal webs...

Who is more expensive? OTRS or LiveAgent?

The real total cost of ownership (TCO) of Help Desk 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 OTRS and LiveAgent.

OTRS price starts at $10 per agent/month , On a scale between 1 to 10 OTRS is rated 4, which is lower than the average cost of Help Desk software. LiveAgent price starts at $15 per agent/month , When comparing LiveAgent to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: OTRS is more expensive than LiveAgent.

Which software includes more/better features?

We've compared OTRS Vs. LiveAgent based on some of the most important and required Help Desk features.

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

LiveAgent: Chat, Email integration, IT Asset Management, Network Management, Ticket Management.

Target customer size

OTRS's typical customers include: Small businesses and start ups, Customers of the software include businesses of all sizes and a wide range of types.