OTRS vs. OpenText Service Management Automation X (SMAX)
A side-by-side comparison based on G2 review data.
| Metric | OTRS | OpenText Service Management Automation X (SMAX) |
|---|---|---|
| Overall rating | 4.4 | 4.2 |
| Review count | 38 | 72 |
| Ease of use | 9.3 | 8.2 |
| Ease of setup | 8.2 | 7.6 |
| Quality of support | 9.1 | 8.2 |
| Meets requirements | 9.3 | 8.7 |
| NPS | 56.756757 | 42.857143 |
| Small Business | 7.9% | 18.1% |
| Mid-Market | 31.6% | 23.6% |
| Enterprise | 60.5% | 58.3% |
| Total page views | 82 | 180 |
| Total LLM citations | 362 | 1,595 |
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
OpenText Service Management Automation X (SMAX)
OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade.
- Ease of Use
- Helpful
- Integrations
- Time Management
- Cloud Services
- Software Updates