OTRS vs Zendesk

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.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Zendesk free open-source alternatives are osTicket, OTRS, Mantis
Comparing OTRS vs Zendesk is like comparing apples to oranges. Because your business is unique and nobody except you can decide, which is better for your company. But we can add some fun to your research and suggest some new comparison parameters.

Let's start with videos. We think that Zendesk has better video than OTRS

Ok, now let's compare the UI. Looks like OTRS has more user-friendly interface than Zendesk because it's bigger. At least on our screenshots

To compare the popularity of the solutions we counted how many alternatives people search for each of them on the Internet. And it turns out that Zendesk is more popular than OTRS

Now let's look at the recent activities of our competitors:

- Zendesk expands beyond the help desk (in 2016)
- Zendesk introduced Zendesk Message (in 2016)
- Zendesk acquired Business Intelligence service BIME Analytics (in 2015)
- New Zendesk Voice raises the bar for phone support (in 2014)
- Zendesk adds business intelligence tool (in 2014)
- Zendesk and HootSuite will help to survive in case of Zombie apocalypse (in 2013)
- Zendesk launched new self-service portal (in 2013)
- Zendesk and amoCRM call SaaS vendors to integrate (in 2013)
- Zendesk for iPad - Built For Mountains (in 2013)
- Why Helpdesk should be Social? (in 2012)

Looks like Zendesk was recently more active than OTRS (at least in our news). We also found some news, in which OTRS and Zendesk meet head to head:

2016 - Zendesk expands beyond the help desk to take on OTRS

Customer service app Zendesk unveiled a new product Zendesk Explore that provides analytics to measure and understand the entire customer experience. With Zendesk Explore, you get instant access to the customer analytics that matter—and the deeper understanding of your customers and business that comes with it. It's taking data from Zendesk’s myriad tools or third-party systems like customer data in Salesforce, buying history in Shopify or web analytics from Google Analytics and pulling it all together into one central place. It can deliver this information, regardless of role to get a much fuller view of the customer than you can get with bits of information trapped inside application silos.