Jira Service Management vs. OTRS
A side-by-side comparison based on G2 review data.
| Metric | Jira Service Management | OTRS |
|---|---|---|
| Overall rating | 4.3 | 4.4 |
| Review count | 986 | 38 |
| Ease of use | 8.5 | 9.3 |
| Ease of setup | 8.3 | 8.2 |
| Quality of support | 8.6 | 9.1 |
| Meets requirements | 8.9 | 9.3 |
| NPS | 51.508845 | 56.756757 |
| Small Business | 19.1% | 7.9% |
| Mid-Market | 42.9% | 31.6% |
| Enterprise | 38.1% | 60.5% |
| Total page views | 1,782 | 82 |
| Total LLM citations | 30,767 | 362 |
Jira Service Management
Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.
- Ease of Use
- Integrations
- Automation
- Ticket Management
- Tracking Ease
- Features
OTRS
OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management.
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability