Zoho Desk Vs OTRS (May 2021)

Shlomi LaviShlomi Lavi / May 01, 2021

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Bottom Line: Which is Better - Zoho Desk or OTRS?

OTRS is more expensive to implement (TCO) than Zoho Desk, Zoho Desk is rated higher (92/100) than OTRS (84/100). OTRS offers more features (3) to their users than Zoho Desk (0).

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 Zoho Corporation compares with otrs.org?

Zoho Corporation : Zoho.com offers a comprehensive suite of award-winning online business, productivity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software. To date, Zoho...

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's more expensive? Zoho Desk 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 & 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 Zoho Desk and OTRS.

Zoho Desk price starts at $14 per user/month , on a scale between 1 to 10 Zoho Desk is rated 4, which is lower than the average cost of Help Desk software. OTRS price starts at $29 per user/month , when comparing OTRS to their competitors, the software is rated 4 - lower than the average Help Desk software cost.

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

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 Zoho Desk Vs. OTRS based on some of the most important and required Help Desk features. Zoho Desk: We are still working to collect the list of features for Zoho Desk. OTRS: Data Import/Export, Basic Reports, Online Customer Support.

Target customer size

Zoho Desk's typical customers include: Small, medium and large size businesses, and OTRS's target customer size include: Small businesses and start ups.

Zoho Desk

ITQlick rating
(4.5/5)

starts at $14 per user/month

Zoho Desk is a cloud-based Help Desk software that allows users to scale up productivity levels through Ticket Assignment refinements and context windows. It also allows them to minimize decision-making time th...

Categories: .

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.

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

Zoho Desk: 0 Features

We are working to collect the list of features

OTRS: 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
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
Compare
OTRS
ITQlick rating
4.5/5
Score
84/100
Pricing
4/10
License pricing
$29 per user/month
Functionality
5
Review
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Author

Shlomi Lavi

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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.