OTRS vs. Hornbill Service Manager
A side-by-side comparison based on G2 review data.
| Metric | OTRS | Hornbill Service Manager |
|---|---|---|
| Overall rating | 4.4 | 4.5 |
| Review count | 38 | 137 |
| Ease of use | 9.3 | 9.0 |
| Ease of setup | 8.2 | 8.4 |
| Quality of support | 9.1 | 9.2 |
| Meets requirements | 9.3 | 8.7 |
| NPS | 56.756757 | 66.911765 |
| Small Business | 7.9% | 4.4% |
| Mid-Market | 31.6% | 38.0% |
| Enterprise | 60.5% | 57.7% |
| Total page views | 82 | 106 |
| Total LLM citations | 362 | 141 |
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
Hornbill Service Manager
Hornbill's 100% codeless environment, out-of-the-box workflows, and powerful process automation delivers an ITSM solution that is up-and-running in weeks, at a fraction of the cost. Configuring Hornbill is child's play. Self-sufficient teams can take ownership, and rapidly adapt the solution to their service delivery needs, without developers or dedicated resources. Automatic software updates deliver new functionality, keeping your Service Desk on the latest version, without lifting a finger.