OTRS Vs OnTime Help Desk (Jun 2021)

Shlomi LaviShlomi Lavi / Jun 07, 2021

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

Bottom Line: Which is Better - OTRS or OnTime Help Desk?

OnTime Help Desk is more expensive to implement (TCO) than OTRS, OnTime Help Desk is rated higher (86/100) than OTRS (84/100). Both tools offer the same amount of features.

Looking for the right Help Desk solution for your business? buyers like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How otrs.org compares with Axosoft, LLC?

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".

Axosoft, LLC: Axosoft was founded in 2002 by someone who needed to figure out, “Who is working on what?!” As a senior consultant and project manager, Hamid Shojaee built OnTime for himself. Then he started giving it away free. Before long, hundreds of people were using OnTime... and requesting new features. Fortunately, they were even willing to pay for it, so H...

Who's more expensive? OTRS or OnTime Help Desk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for OTRS and OnTime Help Desk.

OTRS price starts at $29 per user/month , on a scale between 1 to 10 OTRS is rated 4, which is lower than the average cost of Help Desk software. OnTime Help Desk price starts at $125 per month , when comparing OnTime Help Desk to their competitors, the software is rated 4 - lower than the average Help Desk software cost.

Bottom line: OTRS cost is around the same cost of OnTime Help Desk.

Which software includes more/better features?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, we've compared OTRS Vs. OnTime Help Desk based on some of the most important and required Help Desk features. OTRS: Data Import/Export, Basic Reports, Online Customer Support. OnTime Help Desk: Data Import/Export, Basic Reports, Online Customer Support.

Target customer size

OTRS's typical customers include: Small businesses and start ups, and OnTime Help Desk's target customer size include: Start up, Small business, Medium business, Large business.

OTRS

ITQlick rating
(4.5/5)

starts at $29 per user/month

OTRS is a service management software designed for companies to aid resource planning, facilitate real-time information, boost optimal security, and ensure maximal flexibility.

Categories: Ticket Management, Help Desk.

OnTime Help Desk

ITQlick rating
(3.4/5)

starts at $125 per month

OnTime Help Desk is a cloud-based help-desk software solution that aims at customer support and team collaboration. The solution has a customer service portal that allows customers to track down their issues as...

Categories: Help Desk.

Compare specifications

OTRS Specifications

ITQlick Score: 84/100
ITQlick Rating: (4.5/5)
Pricing: 4/10 - average cost
Category: Help Desk -> OTRS
Company: otrs.org
Pricing: starts at $29 per user/month
Typical customers: Small businesses and start ups
Platforms: Desktop
Links: OTRS review, OTRS pricing, OTRS alternatives

Compare features

OTRS: 3 Features

Data Import/Export
Basic Reports
Online Customer Support

OnTime Help Desk: 3 Features

Data Import/Export
Basic Reports
Online Customer Support
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
OTRS
ITQlick rating
4.5/5
Score
84/100
Pricing
4/10
License pricing
$29 per user/month
Functionality
5
Review
Compare
OnTime
ITQlick rating
3.4/5
Score
86/100
Pricing
4/10
License pricing
$125 per month
Functionality
4
Review
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
Compare
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Author

Shlomi Lavi

Website Linkedin Facebook Twitter

Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.