 |
OTRS vs SpiceWorks
May 17, 2023 | Author: Sandeep Sharma
9
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
19
Spiceworks bundles network monitoring, helpdesk, UPS power management, PC inventory tools, an online community, and much more. All in one spot. All for free.
OTRS and Spiceworks are both popular help desk software solutions, but they have distinct differences in their features and focus. OTRS, also known as Open-source Ticket Request System, is a robust and flexible help desk platform that offers features such as ticket management, incident tracking, knowledge base, and service-level agreement (SLA) management. It is highly customizable and can be tailored to suit the specific needs of different industries. OTRS focuses on providing a comprehensive solution for managing customer support and IT service management. On the other hand, Spiceworks is a free help desk software designed specifically for IT professionals. It offers features like ticketing system, asset management, network monitoring, and community forums for IT discussions and knowledge sharing. Spiceworks places a strong emphasis on IT management and networking, providing tools to track and manage IT assets and network infrastructure.
See also: Top 10 Helpdesk software
See also: Top 10 Helpdesk software
OTRS vs SpiceWorks in our news:
2014. TeamViewer integrated with Spiceworks
The remote support tool, TeamViewer, has now been integrated with the IT Help Desk service provided by Spiceworks, an IT community platform. This integration allows users, specifically support agents, to create and join support sessions directly from the Spiceworks help desk. Customers can effortlessly connect with a simple click. The TeamViewer Management Console and TeamViewer client provide an overview of the ongoing Spiceworks sessions. Additionally, connection reports are now included within the corresponding ticket for easy reference. Spiceworks, which boasts a user base of over 5 million IT professionals, serves as a platform for connecting, managing technology environments, and staying updated on the latest technology products and services.
2010. SpiceWorks combines Service Desk, online-community and Marketplace
SpiceWorks - is an IT infrastructure management system for small businesses. It's currently being used by over 1,000,000 IT professionals. And one of the main reasons is that it's. The freemium model is absolutely fair as the advertising banner is displayed in the software web interface. But the most interesting thing about SpiceWorks - is an in-built community for IT professionals, which allows admins to solve many problems with the help of crowdsourcing. The community includes forum where you can ask for advice, groups for communication or collaboration, wiki with useful how-to articles and ratings of hardware and software with reviews. And, of course, this community is an excellent environment for running Marketplace, where IT vendors can promote their products (post special offers, news, articles) and communicate with their target audiences - IT professionals. ***
2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution
Many companies opt to use OTRS as their helpdesk system for two main reasons: it is both free and highly compatible with website and email integration. Recently, OTRS has expanded its reach to include sysadmins and IT departments, even within larger organizations. The latest release, OTRS ITSM 2.0, has received official certification from PinkVERIFY, an expert company, for its compatibility with six ITIL v3 processes. ITIL serves as a repository of recommendations and best practices for effective IT infrastructure management. OTRS ITSM has been available for approximately three years, offering features such as incident management, problem management, configuration management, SLA management, and knowledge management. The new version, 2.0, introduces change management capabilities, allowing users to oversee processes like setting up new employees with laptops, implementing new systems and equipment, and upgrading licensed software through OTRS ITSM.
