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OTRS vs SysAid
May 25, 2023 | Author: Michael Stromann
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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.
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SysAid is an IT service management and help desk software that integrates all the essential IT tools into one Service Desk. Its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.
OTRS and SysAid are both popular help desk and IT service management (ITSM) solutions, but they differ in terms of their features and target audience. OTRS, which stands for Open Ticket Request System, is an open-source ticketing system that offers robust incident management, problem management, and service desk functionalities. It is highly customizable and scalable, making it suitable for organizations of all sizes. OTRS also provides ITIL-based processes and automation capabilities to streamline IT service delivery.
SysAid, on the other hand, is a comprehensive ITSM platform that includes help desk functionalities along with features like asset management, change management, and knowledge management. It offers an intuitive interface, customizable workflows, and automation capabilities to enhance IT service efficiency. SysAid is designed for small to mid-sized businesses and focuses on providing an accessible and user-friendly ITSM solution.
See also: Top 10 IT Service Desk software
SysAid, on the other hand, is a comprehensive ITSM platform that includes help desk functionalities along with features like asset management, change management, and knowledge management. It offers an intuitive interface, customizable workflows, and automation capabilities to enhance IT service efficiency. SysAid is designed for small to mid-sized businesses and focuses on providing an accessible and user-friendly ITSM solution.
See also: Top 10 IT Service Desk software
OTRS vs SysAid in our news:
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.
