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OTRS vs ServiceNow Customer Service Management

Not provided by vendor
Not provided by vendor
Overall
4.4 (95)
Overall
4.3 (152)
As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
Enterprise-wide Service, Operations, and Customer Experience Buyer Groups
10/10
  • API
  • Configurable Workflow
  • Customer Database
  • Help Desk Management
  • Multi-Channel Communication
  • No-Code
  • Real-Time Data
  • Real-Time Reporting
  • Support Ticket Management
  • Surveys & Feedback
10/10
  • API
  • Configurable Workflow
  • Customer Database
  • Help Desk Management
  • Multi-Channel Communication
  • No-Code
  • Real-Time Data
  • Real-Time Reporting
  • Support Ticket Management
  • Surveys & Feedback
  • Cloud-based
  • On-premise
  • Cloud-based
  • On-premise
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat