OTRS vs. monday service
A side-by-side comparison based on G2 review data.
| Metric | OTRS | monday service |
|---|---|---|
| Overall rating | 4.4 | 4.4 |
| Review count | 38 | 273 |
| Ease of use | 9.3 | 8.9 |
| Ease of setup | 8.2 | 8.8 |
| Quality of support | 9.1 | 8.5 |
| Meets requirements | 9.3 | 8.8 |
| NPS | 56.756757 | 59.848485 |
| Small Business | 7.9% | 35.9% |
| Mid-Market | 31.6% | 52.0% |
| Enterprise | 60.5% | 12.1% |
| Total page views | 82 | 2,429 |
| Total LLM citations | 362 | 5,633 |
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
monday service
monday service is an AI-powered enterprise service management platform built to help organizations scale service without adding headcount or complexity. With built-in AI, monday service helps teams triage, route, and resolve requests faster across IT, HR, Operations, Finance, and more. Instead of relying on manual handling or static workflows, AI helps service teams execute work efficiently - reducing repetitive effort while ensuring complex cases are handled with the right level of oversight.
- Ease of Use
- Efficiency
- Automation
- Organization
- Features
- Customizability