# Compare osTicket vs OTRS 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare osTicket and OTRS based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/125118-127284/osTicket-vs-OTRS

---

# osTicket vs OTRS Features and Cost Comparison

Last updated June 14th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

osTicketOTRS2/4 selected

[osTicket](https://www.capterra.com/p/125118/osTicket/)[4.3 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

[OTRS](https://www.capterra.com/p/127284/OTRS/)[4.4 (96)](https://www.capterra.com/p/127284/OTRS/reviews/)

[## osTicket](https://www.capterra.com/p/125118/osTicket/)[4.3 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

Starting Price

$12.00/month

Value-for-Money

4.7

Functionality

4.3

Ease of Use

4.3

Customer Service

4.1

Reviews Sentiment

Based on [76 reviews](#user-reviews)

Positive

66

Neutral

10

Negative

0

[## OTRS](https://www.capterra.com/p/127284/OTRS/)[4.4 (96)](https://www.capterra.com/p/127284/OTRS/reviews/)

Starting Price

Contact vendor

Value-for-Money

4.5

Functionality

4.4

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [96 reviews](#user-reviews)

Positive

83

Neutral

11

Negative

2

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## Send this comparison chart to my inbox

### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.

What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 4,309 reviews from help desk software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

\--%Fit

Missing features

Feature ratings

Ticket Management

4.7

Real-Time Notifications

NA

Customizable Fields

4.5

Third-Party Integrations

NA

Performance Metrics

NA

72%Fit

Not enough reviews

Feature ratings

Ticket Management

4.1

Real-Time Notifications

4.4

Customizable Fields

5.0

Third-Party Integrations

\--

Performance Metrics

5.0

User satisfaction

User satisfaction

4.3

User reviews[76](https://www.capterra.com/p/125118/osTicket/reviews/)

Ease of use

4.3

Functionality

4.3

Value for money

4.7

Customer support

4.1

User satisfaction

4.4

User reviews[96](https://www.capterra.com/p/127284/OTRS/reviews/)

Ease of use

4.2

Functionality

4.4

Value for money

4.5

Customer support

4.3

Price starts from

Price starts from

$12Per User, Per Month

-   Free version
-   Free trial

Price starts from

\--

-   Free version
-   Free trial

Best for

Best for

osTicket is an opensource support ticket system. It routes inquiries created via email, web-forms, and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform.

Best for

As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.

## User reviews

Pros & cons

VR

Verified Reviewer

IT Assistant Manager

> "The interface is straightforward, ticket organization is efficient, and the customization options made it simple to adapt the system..."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___7154123)

VR

Verified Reviewer

IT Assistant Manager

> "One downside of osTicket is that the user interface can feel somewhat outdated compared to newer help desk platforms."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___7154123)

JW

James W.

Operations Manager

> "The ticketing workflow is clean and intuitive, and the ability to categorize and prioritize support requests has significantly..."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6685178)

VR

Verified Reviewer

CTO

> "The experience I had with osTicket as a company was extremely poor, they are arrogant, condescending and want to send invoices without..."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6829550)

Daniel C.

Telecommunications Technician

> "I really like this ticket tool because it helped me keep the requirements in our company in order. Before I discovered this tool,..."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6705586)

VR

Verified Reviewer

CTO

> "After about a month of trying to figure it out, I found that the wrong version of PHP was installed."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6829550)

MV

Misty V.

It System Admin

> "It's easy for both users and techs to navigate, and the customization options are solid."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6771433)

VR

Verified Reviewer

CTO

> "This is not mentioned anywhere in the install docs."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6829550)

IA

Isaac A.

CEO

> "osTicket has made it a seamless experience in connecting with our clientele!"

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6814521)

Aravinth N.

System Administrator

> "Version 1.17 has an issue with the auto auth token access issuePHP version is compatible with Version 1.17 (So we cannot run multiple..."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___4760287)

KI

Kir I.

Network Admin

> "The initial setup and hosting appeared to be easy to install and configure on Linux system."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6829858)

SA

Sara A.

Engineer

> "Interface may look old."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6317437)

MV

Misty V.

It System Admin

> "The platform is super customizable and easy to use—both for the front-end users and on the technical side."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6771433)

Gustavo P.

Infrastructure and Network Administrator

> "Should be simpler, most companies don’t look for all the features so you may end paying for things you will never use"

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___3709833)

JW

James W.

Operations Manager

> "It’s also been really easy to integrate with other tools, which makes the system even more powerful."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6685178)

VR

Verified Reviewer

Software Developer

> "Some file types are not supported as attachments."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___3201858)

FA

Fabruzio A.

Technician

> "I use osTicket everyday and helps me a lot to manage customers requests."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6298475)

EK

Eva K.

Customer Experience Executive

> "It lacks the option to automatically close an overdue ticket after a particular time."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___2802335)

BG

Bryson G.

CRNA

> "OsTicket is an Easy to get support through our systems."

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___6651514)

JS

Joel S.

IT Support

> "Too much of information on the dashboard that can cause confusion"

[See full review](https://www.capterra.com/p/125118/osTicket/#Capterra___2895423)

[View Reviews](https://www.capterra.com/p/125118/osTicket/reviews/)

Allison R.

Technical Staff

> "Its price is commensurate with its quality and value, guaranteeing the security of all stored information and an efficient customer..."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___7097534)

MN

Muhu N.

Products and Operations

> "Actually there is nothing that I don't like about this platform,but Incase your browser crashes,your whole content on the update will..."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___6468946)

Allison R.

Technical Staff

> "For our team, this is a huge relief: increased productivity and less monotony."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___7097534)

IK

Isha K.

Application Developer

> "Still there are not enough functions to run a professional customer care operation, hope they will release new update in upcoming..."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___5042159)

ES

Emilia S.

IT Administrator

> "It is highly customizable and has a lot of powerful ticket management features."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___6535681)

VR

Verified Reviewer

CIO

> "The user portal was not user friendly at all, it created a lot of desafection with the users."

[See full review](https://www.capterra.com/p/127284/OTRS/#Capterra___3830330)

[View Reviews](https://www.capterra.com/p/127284/OTRS/reviews/)

## User interface

[osTicket](https://www.capterra.com/p/125118/osTicket/)

4.32 (76)

[OTRS](https://www.capterra.com/p/127284/OTRS/)

4.45 (96)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Dashboard

150

Important

AI Copilot

120

Important

osTicket

8/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/125118/osTicket/#features)

OTRS

Top features

24/36

-   Access Controls/Permissions
-   Activity Dashboard
-   AI Copilot
-   AI Summarization
-   Alerts/Escalation
-   API
-   Automated Responses
-   Automated Routing
-   Chatbot
-   Collaboration Tools
-   Customer Database
-   Customizable Branding
-   Customizable Fields
-   Data Import/Export
-   Email Templates
-   Generative AI
-   Knowledge Base Management
-   Macros/Templated Responses
-   Mobile App
-   Multi-Channel Communication
-   Performance Metrics
-   Personalization
-   Prioritization
-   Real-Time Chat
-   Real-Time Notifications
-   Reporting/Analytics
-   Secure Data Storage
-   Self Service Portal
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Social Media Integration
-   Surveys & Feedback
-   Third-Party Integrations
-   Ticket Management
-   Workflow Automation
-   Workflow Management

[See all features](https://www.capterra.com/p/127284/OTRS/#features)

### Recognition

No recognitions have been awarded to osTicket

No recognitions have been awarded to OTRS

### Deployment & support

osTicket

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

OTRS

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

osTicket

-   By Enhancesoft
-   Located in United States
-   Founded in

OTRS

-   By OTRS
-   Located in United States
-   Founded in 2003

## Popular Comparisons

[osTicket](https://www.capterra.com/p/125118/osTicket/)[4.32 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$12/month

Price

$19/month

4.3

Features

4.3

4.3

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-125118/Freshdesk-vs-osTicket)

[OTRS](https://www.capterra.com/p/127284/OTRS/)[4.45 (96)](https://www.capterra.com/p/127284/OTRS/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Contact vendor for pricing

Price

$115/month

4.4

Features

4.4

4.2

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/127284-164283/OTRS-vs-Zendesk)

[osTicket](https://www.capterra.com/p/125118/osTicket/)[4.32 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$12/month

Price

$115/month

4.3

Features

4.4

4.3

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/125118-164283/osTicket-vs-Zendesk)

[OTRS](https://www.capterra.com/p/127284/OTRS/)[4.45 (96)](https://www.capterra.com/p/127284/OTRS/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

Contact vendor for pricing

Price

$19/month

4.4

Features

4.3

4.2

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-127284/Freshdesk-vs-OTRS)

[osTicket](https://www.capterra.com/p/125118/osTicket/)[4.32 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

$12/month

Price

$20/month

4.3

Features

4.5

4.3

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/125118-169505/osTicket-vs-Zoho-Desk)

[osTicket](https://www.capterra.com/p/125118/osTicket/)[4.32 (76)](https://www.capterra.com/p/125118/osTicket/reviews/)

vs

[ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.40 (233)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/)

$12/month

Price

$16/month

4.3

Features

4.4

4.3

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/125118-179501/osTicket-vs-ManageEngine-Service-Desk-Plus)