Identifying the ideal Help Desk Software to suit your specific requirements can be challenging. Zendesk is headquartered at San Francisco , while OTRS is headquartered at Array. Choosing software like Zendesk or OTRS requires thorough contemplation and comparing key factors. The question remains - Zendesk vs. OTRS - which is the superior option? Check out the in-depth comparison now!

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Plans and Pricing

Compare pricing of Zendesk vs OTRS with the following detailed pricing plan info. Zendesk comes in 7 packages: Support Team, Support Professional, Support Enterprise, Suite Team, Suite Growth, Suite Professional, Suite Enterprise. On the other hand, OTRS has not provided information about its pricing.

Support Team
$ 19

Agent/Month

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Support Professional
$ 55

Agent/Month

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Support Enterprise
$ 115

Agent/Month

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Suite Team
$ 55

Agent/Month

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Suite Growth
$ 89

Agent/Month

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Suite Professional
$ 115

Agent/Month

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Suite Enterprise
$ 169

Agent/Month

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Screenshot

Take a look at the below screenshots and seamlessly compare the user interface of Zendesk and OTRS for better insights.

Awards

Zendesk and OTRS have been awarded by SoftwareSuggest for the selected categories. These awards have been given on the basis of the overall performance of this software in the Help Desk Software category.

Zendesk Award
Zendesk Award
Zendesk Award

Payment Type

Below is the comparison of the starting price and payment method of Zendesk and OTRS. You can purchase Zendesk with Agent/Month payment plans. Whereas, Information related to the payment plans of OTRS is unavailable. Zendesk provides a free trial whereas, OTRS does not provide a free trial.

Free Trial

Monthly

Yearly

Free Trial

SAAS

Free Trial

Yearly

Features

Compare between Zendesk and OTRS based on their key features and functionalities to pick the right one for your business.

Audit Trail

Case Management

Task Management

Appointment Management

API Integration

Customer DataBase

Performance Metrics

Social Media Integration

Self Service Portal

Assignment Management

Real Time Monitoring

Live chat system

Archiving & Retention

Feedback Management

Surveys & Feedback

Call Center Management

IVR / Voice Recognition

Activity Tracking

Campaign Management

Knowledge Base

Blended Call Center

Call Logging

Progressive Dialer

Alerts/Escalation

Automated Routing

Community Forums

Multiple Brands Products

Ticket Management

Help Desk Management

Issue Tracking

Macros

Online Forums

Problem Management

Service Level Agreement (SLA) Management

Third Party Integration

Corrective Actions (CAPA)

Event Triggered Actions

Interaction Tracking

Churn Management

Communication Management

Multi-Channel Communication

Predictive Analytics

Customer Engagement

Asset Tracking

Customer Service Analytics

Reporting & statistics

Account Alerts

Customer Experience Management

Reporting/Analytics

Canned Responses

Account Management

Multi-Language

Cataloging/Categorization

Queue Management

Customer Complaint Tracking

Availability Management

CMDB

Notifications and alerts

Activity Dashboard

Read More

Document Management

Customer DataBase

Self Service Portal

Live chat system

Billing & Invoicing

Surveys & Feedback

Knowledge Base

Alerts/Escalation

Automated Routing

Community Forums

Contract Management

Inbox Queue Management

Incident Management

Known Issue Management

Multiple Brands Products

Service Desk (ITIL ITSM)

Ticket Management

Service Level Management

Service Level Agreement (SLA) Management

Read More

Asset Management

Email Integration

Help Desk

Inventory Management

Task Management

Onboarding

Real Time Monitoring

Workflow Management

Collaboration

Inventory Tracking

Issue Management

Surveys & Feedback

Dashboard

Activity Tracking

Software Inventory

Analytics

Scheduling

Knowledge Base

Escalation Management

Automated Routing

Incident Management

Service Desk (ITIL ITSM)

Ticket Management

Help Desk Management

Problem Management

Service Level Management

Service Level Agreement (SLA) Management

Calendar Management

Client Portal

Routing

Event Logs

Asset Lifecycle Management

Workflow Automation

Configuration Management

Change Management

Incident Reporting

Multi-Channel Communication

Release Management

Service Catalog Management

Asset Tracking

Mobile Access

Service History Tracking

Remote Access

Approval Workflow

Completion Tracking

Whitelisting / Blacklisting

Email Distribution

Saas helpdesk software

Prioritization

Action Management

Multi-Channel Collection

Trend Analysis

Reporting/Analytics

Canned Responses

Change Planning

Knowledge Base Management

IT Asset Management

Mobile Notifications

Warranty Tracking

Pre-built Templates

GDPR Compliance

Archiving

Multi-Language

Cataloging/Categorization

Patch Management

Queue Management

Alerts / Escalation

Ticket/Issue Tracking

Barcode / Ticket Scanning

Activity Log

Release & Deployment Management

CMDB

SLA Management

Hardware Inventory

Service Reporting

Troubleshooting Reports

Scheduled Messaging

Service Catalog

SLA Monitoring

Notification Scheduling

Server Monitoring

Multi-Patch Deployments

Ticketing system

Task automation

Self-service automation

Service Automation

Ticket Automation

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Overall Ratings

Compare how Zendesk stacks up against OTRS in terms of ratings and user experience. Select the Help Desk software that perfectly aligns with your business requirements.

Feature Feature 4.6

Feature

Out of 5

Ease of use Ease of use 4.6

Ease of use

Out of 5

Value for money Value for money 4.6

Value for money

Out of 5

Customer support Customer support 4.6

Customer support

Out of 5

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Feature Feature 4.7

Feature

Out of 5

Ease of use Ease of use 5

Ease of use

Out of 5

Value for money Value for money 4.8

Value for money

Out of 5

Customer support Customer support 5

Customer support

Out of 5

User Reviews

Based on all the user reviews and ratings received by Zendesk and OTRS in Help Desk Software category, we've provided an average user rating for each software below. Zendesk has 30 reviews while OTRS has not received any reviews. Be the first one to write OTRS review

Munni Devi

Great user interface and customer support

Pros

One of the most impressive aspects of Zendesk is its user-friendly interface and customizable features, allowing businesses to tailor their customer support processes to their specific needs easily.

Cons

Some users have noted areas where Zendesk could improve, such as enhancing the search functionality within the knowledge base, providing more advanced automation options, and streamlining certain aspects of the interface for easier navigation.

Read all 30 reviews

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Rajat Kala

Excellent Performance, Exceed Expectation.

Pros

Automation System, Time Taken For Processing Command, Easy To Understand Features.

Cons

No Such Part/ Problem Has Been Detected. Also depends upon company to company requirements.

Read all 6 reviews

Desktop & Mobile Platforms

Deployment is a crucial factor to consider while buying Help Desk Software. Zendesk is available on Windows, MacOs desktop platforms and IOS, Android mobile platforms. OTRS is available on Windows, MacOs desktop platforms.

Windows

MacOs

IOS

Android

Windows

MacOs

Windows

MacOs

Customer Support

The quality and timeliness of support are important parameters when comparing Zendesk with OTRS. Zendesk offers Email, Phone, Live Support, Training and Tickets to its customers, while OTRS provides Email, Phone and Tickets.

phone

email

live support

tickets

training

email

phone

tickets

phone

email

live support

tickets

training

Languages Supported

Zendesk and OTRS are supported in the following languages.

Chinese

Danish

Dutch

English

French

German

Italian

Japanese

Korean

Polish

Portuguese

Russian

Slovenian

Spanish

Swedish

Thai

Turkish

English

German

Spanish

Chinese

English

French

German

Hebrew

Italian

Japanese

Portuguese

Russian

Spanish

Typical Customer

The target customer base of Zendesk vs OTRS is mentioned below. Check which software fits your business requirements perfectly.

Freelancer

Startups

SMEs

Enterprises

Startups

Enterprises

SMEs

Startups

SMEs

Agencies

Enterprises

Integrations

Find out which tools Zendesk and OTRS integrate with and make the right choice. Get the Help Desk software that connects with your preferred apps for best results!

Trello

Mailchimp Activity

Shopify

Salesforce

Klaus

Proactive Campaigns

Tymeshift

TeamViewer

Unbabel

Narvar

(Not Provided by Vendor)

Slack

Sage 50

SAP

SalesForce

EasyRun

Asterisk

OTRS

Ping Identity

Visual Studio

QuickBooks

SSO Connector

Jira Software - Cloud Service

TeamViewer Embedded Service

SolarWinds

Google Apps

ADFS

Skype for Business

Okta

CAS

Trello

OneLogin

Office365

Nagios

OpenAM

IP Filter

Shibboleth

Bomgar

LogMeIn Rescue

Azure

Chromebook

POwer BI Extract

Video

To gain a better understanding of how these Zendesk and OTRS work, you can check out the videos below. Browse through the videos and make the right choice.

Company Details

Get insight into the company details Zendesk and OTRS and learn how they operate. Explore the company name, its location, and more!

Company Name :

Zendesk

Headquarter :

San Francisco

Website :

Visit Website

Company Name :

OTRS

Website :

Visit Website

Company Name :

SysAid Technologies Ltd.

Headquarter :

Tel Aviv

Website :

Visit Website

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