OTRS vs. Serval
A side-by-side comparison based on G2 review data.
| Metric | OTRS | Serval |
|---|---|---|
| Overall rating | 4.4 | 4.9 |
| Review count | 38 | 14 |
| Ease of use | 9.3 | 9.5 |
| Ease of setup | 8.2 | 9.5 |
| Quality of support | 9.1 | 9.6 |
| Meets requirements | 9.3 | 9.5 |
| NPS | 56.756757 | 100 |
| Small Business | 7.9% | 21.4% |
| Mid-Market | 31.6% | 64.3% |
| Enterprise | 60.5% | 14.3% |
| Total page views | 82 | 318 |
| Total LLM citations | 362 | 637 |
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
Serval
Serval is an AI-native enterprise service management platform that automates employee support requests. Serval has full ITSM functionality including request, incident, problem, change, and knowledge management. They also include a robust CMDB, HAM/SAM workflows, and native access management. Serval is built on a two-agent architecture.