OTRS vs. SolarWinds Service Desk
A side-by-side comparison based on G2 review data.
| Metric | OTRS | SolarWinds Service Desk |
|---|---|---|
| Overall rating | 4.4 | 4.3 |
| Review count | 38 | 789 |
| Ease of use | 9.3 | 9.1 |
| Ease of setup | 8.2 | 8.8 |
| Quality of support | 9.1 | 9.0 |
| Meets requirements | 9.3 | 8.8 |
| NPS | 56.756757 | 53.333333 |
| Small Business | 7.9% | 8.2% |
| Mid-Market | 31.6% | 68.0% |
| Enterprise | 60.5% | 23.9% |
| Total page views | 82 | 1,346 |
| Total LLM citations | 362 | 9,590 |
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
SolarWinds Service Desk
Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment.
- Ticketing System
- Asset Management
- Ticket Management
- Ease of Use
- User Interface
- Customer Satisfaction