OTRS vs. Helpdesk 365
A side-by-side comparison based on G2 review data.
| Metric | OTRS | Helpdesk 365 |
|---|---|---|
| Overall rating | 4.4 | 4.7 |
| Review count | 38 | 258 |
| Ease of use | 9.3 | 9.5 |
| Ease of setup | 8.2 | 9.3 |
| Quality of support | 9.1 | 9.8 |
| Meets requirements | 9.3 | 9.3 |
| NPS | 56.756757 | 85.214008 |
| Small Business | 7.9% | 14.3% |
| Mid-Market | 31.6% | 73.2% |
| Enterprise | 60.5% | 12.5% |
| Total page views | 82 | 1,405 |
| Total LLM citations | 362 | 2,418 |
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
Helpdesk 365
Helpdesk 365 is a reliable AI-powered helpdesk software built to simplify internal support operations and boost team productivity. Designed for businesses using Microsoft 365, it integrates seamlessly with Microsoft Teams, Outlook, SharePoint, Power BI, and Power Automate and inbuilt MS Copilot so users can manage tickets without leaving the existing workflow. This versatile IT ticketing system supports multiple department mailboxes, integrates with asset management tools, blocks spam emails and domains, and is available in 10 languages.
- Ease of Use
- Customer Support
- Helpful
- Ticket Management
- Features
- Intuitive