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OTRS vs ConnectWise ScreenConnect: Which is a better fit?

Updated on February 9th, 2025
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Summary
Key features rated by users
Features selected based on 2,215 reviews from Customer Service users.
% Fit
Missing features
Not enough reviews
Feature ratings
CRM
NA
Support Ticket Management
4.2
Chatbot
NA
Inbox Management
4.7
Email Management
NA
% Fit
Missing features
Feature ratings
CRM
NA
Support Ticket Management
NA
Chatbot
NA
Inbox Management
NA
Email Management
4.2
User satisfaction
4.4
User reviews95
Ease of use
4.2
Functionality
4.4
Value for money
4.5
Customer support
4.2
4.7
User reviews1,915
Ease of use
4.6
Functionality
4.5
Value for money
4.6
Customer support
4.4
Price starts from
--
Yearly subscription
Free version
Free trial
Monthly subscription
Free version
Free trial
Best for

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

ConnectWise ScreenConnect is designed for IT professionals.

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
No video reviews yet
video-eca1f5fc-649f-4c7d-8f4b-08db41fb6169
Karan S
Cybersecurity engineer
4.0

Karan P: Hi, my name is Karan. I am currently working as a cloud security consultant in a medium-sized cybersecurity consulting firm. I would like to give ConnectWise a rating of four out of five stars. So we use ConnectWise software majorly for remote troubleshooting so that we can get access to endpoints remotely and try to access it to perform any kind of troubleshooting there might be in case of infrastructure technology wise. We also integrate ConnectWise with many different platforms to manage remotely some endpoints. The most I like about ConnectWise is that it highly integrates with different platforms across cloud, Azure Cloud is what I'm focused on, let's say, but what I can do is use it with Intune, which is a mobility device management tool, and integrate that and basically remotely manage those devices, get access to different machines and solve user problems. The one thing which I like least and would probably like to change for ConnectWise Control is the pricing perspective. It could be like a burden to some companies to get this tool across and purchase the licenses for all users. Another thing, which I feel is the ace of deployment it, I think that could be an improvement definitely to make it easy for the IT staff to deploy it across their enterprise so that they can better manage user devices over remote connection.

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147830 video thumbnail}
1 Video
127284
5 screenshots
147830
5 screenshots
Do these products fit your needs?

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

Logo Img
--%
Logo Img
--%
Alerts/Escalation
207
Important
API
388
Important

OTRS

Top Features
16/37
  • Autoresponders
  • Call Center Management
  • Chatbot
  • Collaboration Tools
  • Conversation Intelligence
  • CRM
  • Customer Portal
  • Data Security
  • Email Management
  • Gamification
  • IVR
  • Key Performance Indicators
  • Language Detection
  • Live Chat
  • Multiple Data Sources
  • Predictive Analytics
  • Real-Time Monitoring
  • Task Automation
  • Video Chat
  • Virtual Assistant
  • Voice Recognition
  • Alerts/Escalation
  • API
  • Automated Routing
  • Customizable Fields
  • Dashboard
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Mobile Access
  • Multi-Channel Communication
  • Queue Management
  • Reporting & Statistics
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Surveys & Feedback
  • Third-Party Integrations
See All features
Hide Customer Service Software Features -

ConnectWise ScreenConnect

12/37
Show Customer Service Software Features +
OTRS
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • 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
ConnectWise ScreenConnect
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • 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
  • By OTRS
  • Located in United States
  • Founded in 2003
ConnectWise ScreenConnect
  • By ConnectWise
  • Located in United States
  • Founded in 1982
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