OTRS vs. Zendesk for Employee Service
A side-by-side comparison based on G2 review data.
| Metric | OTRS | Zendesk for Employee Service |
|---|---|---|
| Overall rating | 4.4 | 4.5 |
| Review count | 38 | 112 |
| Ease of use | 9.3 | 9.1 |
| Ease of setup | 8.2 | 9.1 |
| Quality of support | 9.1 | 9.1 |
| Meets requirements | 9.3 | 9.3 |
| NPS | 56.756757 | 66.055046 |
| Small Business | 7.9% | 26.4% |
| Mid-Market | 31.6% | 54.7% |
| Enterprise | 60.5% | 18.9% |
| Total page views | 82 | 519 |
| Total LLM citations | 362 | 2,790 |
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
Zendesk for Employee Service
Zendesk for Employee Service is an easy to use, AI-powered solution designed to streamline internal service delivery across IT Service Management (ITSM), Human Resources Service Management (HRSM), and other internal support. Built on the Zendesk Resolution Platform and powered by AI trained on 18+ billion service interactions, Zendesk empowers teams to provide fast, accurate resolutions, increasing employee satisfaction and productivity.
- Ease of Use
- Features
- Time-saving
- Customer Support
- Helpful
- Useful