Shlomi Lavi /
Sep 16, 2022
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Bottom Line: Which is Better - Support Incident Tracker or OTRS?
Support Incident Tracker is more expensive to implement (TCO) than OTRS, and OTRS is rated higher (84/100) than Support Incident Tracker (80/100). Support Incident Tracker 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:
The Support Incident Tracker Vs. otrs.org
The Support Incident Tracker: Support Incident Tracker (or SiT!) is a Free Software/Open Source (GPL) web based application which uses PHP and MySQL for tracking technical support calls/emails (also commonly known as a 'Help Desk' or 'Support Ticket System'). Manage contacts, sites, technical support contracts and support incidents in one place. Send emails directly from Si...
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? Support Incident Tracker or OTRS?
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 Support Incident Tracker and OTRS.
Support Incident Tracker price starts at $25 per license , On a scale between 1 to 10 Support Incident Tracker is rated 6, which is similar to the average cost of Help Desk software. OTRS price starts at $10 per agent/month , When comparing OTRS to its competitors, the software is rated 4 - lower than the average Help Desk software cost.
Bottom line: Support Incident Tracker is more expensive than OTRS.
Which software includes more/better features?
We've compared Support Incident Tracker Vs. OTRS based on some of the most important and required Help Desk features.
Support Incident Tracker: Email Integration, Incident / Request Management, Multi-Site Support, Service Level Agreements, Support Ticket Tracking.
OTRS: Data Import/Export, Basic Reports, Online Customer Support.
Target customer size
Support Incident Tracker is perfect for companies of all sizes. and OTRS's target customer size include: Small businesses and start ups.