Average Ratings 1 Rating
Average Ratings 25 Ratings
Description
OTRS can be used to support any team within your company. It combines all the tools necessary to make service management successful.
- Ticketing
- calendaring,
- CMDB
Process management
Reporting
Multiple channels for customer access
Knowledge base
Service catalog and other information.
Your teams have all the information they need and workflows at their fingertips to provide seamless service and customer satisfaction. Customers love the self-service options available through an external portal. They can share knowledge bases articles and informational pages, and they can send requests directly to your team.
The SERVIEW CERTIFIED TOOL seal was given to the OTRS service management software.
Description
Easy to use, award-winning Help Desk software for service teams that need to do more with less. Simplisys Service Desk provides flexible solutions for support teams of any size.
- Manage multiple data channels with one interface
Roles-based access to tickets
- Email integration that creates and acknowledges tickets automatically.
- Features rich reporting tool and dynamic dashboards.
- Roles based Customer Portal
- Simple to use business rules and workflows to drive automated processes.
- API's for integration with third party software.
We offer unparalleled support and market-leading service. Don't waste your time looking through thousands of documents online. Give us a call.
API Access
Has API
No
API Access
Has API
Yes
Integrations
Active Directory
No
Conectys
Yes
Dynamics 365 Commerce
No
Gmail
No
Help Desk Migration
Yes
Inserve
Yes
Jira Work Management
Yes
Microsoft 365
No
Microsoft Intune
No
Microsoft Teams
No
Integrations
Active Directory
Yes
Conectys
No
Dynamics 365 Commerce
Yes
Gmail
Yes
Help Desk Migration
No
Inserve
No
Jira Work Management
No
Microsoft 365
Yes
Microsoft Intune
Yes
Microsoft Teams
Yes
Pricing Details
Based upon needs. Contact sales@otrs.com for a quote.
Free Trial
Yes
Free Version
No
Pricing Details
$20 per month
Pay as you go, or annual subscriptions, you choose.
Free Trial
Yes
Free Version
Yes
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
Yes
iPhone App
Yes
iPad App
Yes
Android App
Yes
Windows
Yes
Mac
No
Linux
Yes
Chromebook
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
Yes
Online Support
Yes
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
Yes
In Person
Yes
Types of Training
Training Docs
Yes
Webinars
Yes
Live Training (Online)
Yes
In Person
Yes
Vendor Details
Company Name
OTRS Group
Founded
2003
Country
Germany
Website
www.otrs.com
Vendor Details
Company Name
Simplisys Ltd
Founded
2006
Country
United Kingdom
Website
www.servodesk.com
Product Features
Business Process Management
Access Controls / Permissions
Yes
Alerts / Notifications
Yes
Business Process Automation
Yes
Business Rules Management
Yes
Collaboration
Yes
Process Change Tracking
Yes
Process Mapping
Yes
Process Modeling & Design
Yes
Visual Workflow Management
No
Complaint Management
Case Management
Yes
Complaint Classification
No
Corrective Actions (CAPA)
No
Customer Complaint Tracking
Yes
Feedback Management
Yes
Forms Management
Yes
Issue Tracking
Yes
Quality Assurance Management
No
Routing
Yes
Self Service Portal
Yes
Social Media Monitoring
No
Survey Management
Yes
Field Service Management
Billing & Invoicing
No
Contact Database
Yes
Contract Management
Yes
Customer Database
Yes
Dispatch Management
No
Electronic Signature
No
Inventory Management
Yes
Mobile Access
Yes
Payment Collection in the Field
No
Quotes / Estimates
No
Routing
No
Scheduling
Yes
Service History Tracking
Yes
Time Clock
No
Work Order Management
Yes
Help Desk
Alerts / Escalation
Yes
Automated Routing
Yes
Community Forums
No
Customizable Branding
Yes
Document Storage
No
Email Integration
Yes
IT Asset Management
Yes
Incident Management
Yes
Interaction Tracking
Yes
Knowledge Base
Yes
Known Issue Management
No
Live Chat
Yes
Multi-Channel Communication
Yes
Multiple Brands / Products
Yes
Network Monitoring
No
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
Yes
Incident Management
Audit Trail
Yes
Corrective Actions (CAPA)
No
Disaster Recovery
No
IT Incident Management
No
Incident Reporting
Yes
OSHA Compliance
No
Root-Cause Diagnosis
No
Safety Management
No
Task Management
Yes
Ticket Management
Yes
IT Service
Contract Management
Yes
IT Asset Management
Yes
Incident Management
Yes
Knowledge Management
Yes
Release Management
Yes
Self Service Portal
Yes
Service Catalog
Yes
Service Reporting
Yes
Ticket Management
Yes
ITSM
Asset Tracking
Yes
Availability Management
Yes
Change Management
Yes
Configuration Management
Yes
Contract/License Management
Yes
Dashboard
Yes
Incident Management
Yes
Problem Management
Yes
Project Management
No
Release & Deployment Management
Yes
Self Service Portal
Yes
Service Desk
CMDB
Yes
Change Management
Yes
IT Asset Management
Yes
Incident Management
Yes
Knowledge Base
Yes
Mobile Access
Yes
Procurement Management
Yes
Remote Control
No
SLA Management
Yes
Self Service Portal
Yes
Tradesman Job Management
Contract Management
No
Customer Database
No
Dispatch Management
No
For Builders
No
For Electricians
No
For Field Service Businesses
No
For HVAC
No
For Plumbers
No
For Roofers
No
Invoicing
No
Job Tracking
No
Payments
No
Quoting
No
Reporting
No
Scheduling
No
Time Tracking
No
Workflow Management
Access Controls/Permissions
Yes
Approval Process Control
No
Business Process Automation
Yes
Calendar Management
Yes
Compliance Tracking
No
Configurable Workflow
Yes
Customizable Dashboard
Yes
Document Management
No
Forms Management
Yes
Graphical Workflow Editor
Yes
Mobile Access
Yes
No-Code
No
Task Management
Yes
Third Party Integrations
Yes
Workflow Configuration
Yes
Product Features
Complaint Management
Case Management
Yes
Complaint Classification
Yes
Corrective Actions (CAPA)
Yes
Customer Complaint Tracking
Yes
Feedback Management
Yes
Forms Management
Yes
Issue Tracking
Yes
Quality Assurance Management
Yes
Routing
Yes
Self Service Portal
Yes
Social Media Monitoring
Yes
Survey Management
Yes
Customer Service
Alerts / Escalation
Yes
Appointment Management
Yes
Call Center Management
Yes
Email Management
Yes
Knowledge Base
Yes
Live Chat
Yes
Performance Metrics
Yes
Queue Management
Yes
Self Service Portal
Yes
Social Media Integration
Yes
Surveys & Feedback
Yes
Virtual Assistant
Yes
Workflow Management
Yes
Facility Management
Asset Management
Yes
Commercial Properties
Yes
Equipment Management
Yes
Facility Scheduling
Yes
Incident Management
Yes
Inspection Management
Yes
Inventory Control
Yes
Maintenance Tracking
Yes
Preventive Maintenance
Yes
Residential Properties
Yes
Room Scheduling
No
Schools
Yes
Space Planning
No
Vendor Management
Yes
Visitor Management
No
Work Order Management
Yes
Help Desk
Alerts / Escalation
Yes
Automated Routing
Yes
Community Forums
Yes
Customizable Branding
Yes
Document Storage
Yes
Email Integration
Yes
IT Asset Management
Yes
Incident Management
Yes
Interaction Tracking
Yes
Knowledge Base
Yes
Known Issue Management
Yes
Live Chat
Yes
Multi-Channel Communication
Yes
Multiple Brands / Products
Yes
Network Monitoring
No
Real-time Chat
Yes
Self Service Portal
Yes
Service Level Agreement (SLA) Management
Yes
Ticket Management
Yes
Human Resources
360 Degree Feedback
No
Applicant Tracking
No
Attendance Management
No
Benefits Management
No
Career Development Planning
No
Compensation Management
No
Compliance Management
No
Employee Database
No
Employee Lifecycle Management
No
Onboarding
No
Payroll Management
No
Performance Management
No
Recruiting Management
No
Self Service Portal
No
Succession Planning
No
Time & Attendance Management
No
Time Off Management
No
Timesheets
No
Training Management
No
IT Asset Management
Asset Tracking
Yes
Audit Management
Yes
Compliance Management
No
Configuration Management
Yes
Contract/License Management
No
Cost Tracking
Yes
Depreciation Management
Yes
IT Service Management
Yes
Inventory Management
Yes
Maintenance Management
Yes
Procurement Management
No
Requisition Management
No
Supplier Management
Yes
ITSM
Asset Tracking
Yes
Availability Management
No
Change Management
Yes
Configuration Management
Yes
Contract/License Management
Yes
Dashboard
Yes
Incident Management
Yes
Problem Management
Yes
Project Management
Yes
Release & Deployment Management
Yes
Self Service Portal
Yes
Preventive Maintenance
Condition Monitoring
Yes
Inspection Management
Yes
Maintenance Scheduling
Yes
Mobile Access
Yes
Predictive Maintenance
No
Purchasing
Yes
Reminders
Yes
To-Do List
Yes
Vendor Management
Yes
Work Order Management
Yes
Service Desk
CMDB
Yes
Change Management
Yes
IT Asset Management
Yes
Incident Management
Yes
Knowledge Base
Yes
Mobile Access
Yes
Procurement Management
No
Remote Control
Yes
SLA Management
Yes
Self Service Portal
Yes
