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OTRS Business Solution VS Zammad

Compare OTRS Business Solution VS Zammad and see what are their differences

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SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work. featured
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  3. » Reviews
  4. » Alternatives

OTRS Business Solution logo OTRS Business Solution

The OTRS Business Solution™ helps to improve your service quality at an

Zammad logo Zammad

The Zammad - Help Desk and Ticket System - Community Page
  • OTRS Business Solution Landing page
    Landing page //
    2023-07-26
  • Zammad Landing page
    Landing page //
    2023-07-27

OTRS Business Solution features and specs

No features have been listed yet.

Zammad features and specs

  • Open Source
    Zammad is open-source, meaning the source code is freely available for anyone to inspect, modify, and enhance. This encourages community contributions and provides ultimate transparency.
  • User-Friendly Interface
    The platform offers an intuitive and modern UI, making it easy for both technical and non-technical users to navigate and use effectively.
  • Multi-Channel Support
    Zammad supports multiple communication channels including email, social media, chat, and phone, allowing for a unified customer support experience.
  • Customizable
    The system is highly customizable through its robust API and configuration options, enabling organizations to tailor the platform to their specific needs.
  • Scalable
    Designed to scale, Zammad can grow with your business, handling increasing volumes of tickets and users without compromising performance.
  • Integration Capabilities
    Zammad offers various integrations with other services and tools like LDAP, Active Directory, and monitoring solutions, enhancing its utility in diverse environments.
  • Comprehensive Documentation
    The platform provides extensive documentation and community forums, which can be invaluable resources for troubleshooting and learning.

Possible disadvantages of Zammad

  • Deployment Complexity
    Setting up Zammad can be complex for users who are not technically inclined, requiring some level of understanding of server management.
  • Resource Intensive
    The application can be resource-intensive, demanding significant server resources especially in larger deployments.
  • Custom Development Required
    For certain advanced customizations, technical skills, such as coding in Ruby on Rails (the framework Zammad is built on), are required.
  • Learning Curve
    While the UI is user-friendly, the multitude of features and customization options can overwhelm new users, necessitating a learning curve.
  • Limited Offline Capabilities
    Zammad lacks robust offline functionality, posing a challenge for support teams working in environments with unreliable internet connectivity.
  • Performance Issues
    Some users have reported occasional performance issues, particularly during peak usage times or when handling very large volumes of data.
  • Paid Support
    While the software itself is free, official support services from the developers are paid, which can be a drawback for organizations on a tight budget.

OTRS Business Solution videos

+ Add

OTRS Business Solution™ - Holistic Communication

More videos:

  • Review - Webinar OTRS Business Solution (English)
  • Review - Webinar: The OTRS Business Solution™ Makes You Mobile!

Zammad videos

+ Add

Zammad

More videos:

  • Review - Zammad - LDAP Integration

Category Popularity

0-100% (relative to OTRS Business Solution and Zammad)

OTRS Business Solution

Zammad

Help Desk
16 16%
Help Desk
84% 84
Customer Support
11 11%
Customer Support
89% 89
Customer Service
17 17%
Customer Service
83% 83
Help Desk And Ticketing
100 100%
Help Desk And Ticketing
0% 0

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare OTRS Business Solution and Zammad

OTRS Business Solution Reviews

We have no reviews of OTRS Business Solution yet.
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Zammad Reviews

Top 13 Freshdesk alternatives and competitors for 2024
Many review sites have only a small amount of user reviews, so it’s hard to tell if businesses are using Zammad. The platform offers many standard features, like reporting, integrations, chat, and text templates. Zammad also has a knowledge base that allows businesses to publish FAQs, help center articles, and internal SOPs, in addition to category permissions and ticket...
Source: www.zendesk.com

Social recommendations and mentions

Based on our record, Zammad seems to be a lot more popular than OTRS Business Solution. While we know about 18 links to Zammad, we've tracked only 1 mention of OTRS Business Solution. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

OTRS Business Solution mentions (1)

  • Best FREE (temporary) ticketing system
    Https://otrs.com/ it works and I like it once you figure out how to properly sort emails and workflows. Source: over 2 years ago

Zammad mentions (18)

  • An open-source ticketing system
    Zammad is very easily the best free and open-source ticket system, but just to avoid confusion: The .com link is for the commercial Zammad offering with support or as a hosted SaaS. The free version you have to self-host is under the .org site: https://zammad.org/. Source: almost 2 years ago
  • MSP opensource ticketing tool -ITSM
    Https://zammad.org/ it cery customizable and has a fsitly good documentation. Source: almost 2 years ago
  • Ticketing system for internal IT team
    Zammad, open-source, free (when self-hosted): https://zammad.org/. Also has a knowledge base for you to provide to your users. Source: about 2 years ago
  • Free Service Desk Software
    Why don't you guys know Zammad? An open-source helpdesk platform which I am using smoothly. Source: about 2 years ago
  • Implement a real ticket system, a basic one or none for a tiny company with one admin?
    A simple self-hosted one: https://zammad.org/. Source: about 2 years ago
View more

What are some alternatives?

When comparing OTRS Business Solution and Zammad, you can also consider the following products

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

osTicket - osTicket is a widely-used open source support ticket system.

ServiceNow - ServiceNow automates and manages global enterprise service relationships. Create a single system of record for enterprise services, automate manual tasks, consolidate legacy ITIL systems.

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

Intercom - Intercom is a customer relationship management and messaging tool for web businesses. Build relationships with users to create loyal customers.

EcholoN - Holistic service management: service, support + customer care. From Ticketing to Helpdesk, Service Desk, ITSM to Enterprise Service Management, Service Technician and Field Service Management (FSM)...

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