ManageEngine ServiceDesk Plus vs OTRS

ManageEngine ServiceDesk Plus9.0Visit OTRS8.4Visit

Higher score ManageEngine ServiceDesk Plus #4 in IT Service Management - Enterprise Software 9.0/10 Free plan · paid from $13/mo · 30-day trial Free plan✓ 1 of 5 features Visit ManageEngine

vs

OTRS #8 in IT Service Management - Enterprise Software 8.4/10 Pricing on request ✓ 0 of 5 features Visit OTRS

• ManageEngine ServiceDesk Plus fits best

  Teams needing a service desk across multiple sites

• OTRS fits best

  Organizations needing hybrid ticketing and ITSM workflows

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Side by side

Feature	ManageEngine ServiceDesk Plus 9.0/10 Visit ↗	OTRS 8.4/10 Visit ↗
At a glance
Editor score	9.0	8.4
Ranking	#4 in IT Service Management - Enterprise Software	#8 in IT Service Management - Enterprise Software
Best for	Teams needing a service desk across multiple sites	Organizations needing hybrid ticketing and ITSM workflows
Pricing model	Free plan + paid	Paid
Starting price	Not published	Not published
Free plan	✓ (best)	—
Free trial	—	—
Deployment	Cloud, Self-hosted, Mobile	Cloud, Self-hosted
Platforms	Web, Windows, Linux, macOS, iOS, Android	Web, Linux
Support	Phone, Email	Email, Docs
Integrations	15 integrations	2 integrations
Built for	Small business, Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features ManageEngine ServiceDesk Plus 1/5 · OTRS 0/5
Incident management	Not published	Not published
Change management	Not published	Not published
Problem management	Not published	Not published
Configuration management	Not published	Not published
SLA management	✓ (best)	Not published
Specs
Deployment	Not published	Not published
Our review
Pros	Free Standard edition supports up to five technicians. SLA management, approvals, and mobile apps support service desk workflows. Cloud and self-hosted deployments plus a wide range of listed integrations.	Combines ticketing, documentation, knowledge, self-service, and a service catalog Offers process automation, workflow management, and a CMDB Supports cloud or self-hosted deployment on Linux
Cons	Asset management starts with Professional, not Standard. Change management and projects are reserved for Enterprise. Paid monthly prices are per technician; asset counts can also affect pricing.	Incident and problem management must be activated because it is disabled by default Pricing requires contacting sales Integration options listed are limited to web services and Generic Interface
Our verdict	ManageEngine ServiceDesk Plus brings IT help desk and service management functions together for IT teams and departments such as HR, facilities, and finance. Its core capabilities include incident and request management, automated ticket… Read the review →	OTRS brings ticketing and documentation together with process automation, a configuration management database, service catalogs, knowledge management, and self-service tools. It is designed for internal and external service teams in… Read the review →

Strengths and trade-offs

• ManageEngine ServiceDesk Plus — where it wins

  • Free Standard edition supports up to five technicians.
  • SLA management, approvals, and mobile apps support service desk workflows.
  • Cloud and self-hosted deployments plus a wide range of listed integrations.

  Where it doesn't

  • Asset management starts with Professional, not Standard.
  • Change management and projects are reserved for Enterprise.
  • Paid monthly prices are per technician; asset counts can also affect pricing.

• OTRS — where it wins

  • Combines ticketing, documentation, knowledge, self-service, and a service catalog
  • Offers process automation, workflow management, and a CMDB
  • Supports cloud or self-hosted deployment on Linux

  Where it doesn't

  • Incident and problem management must be activated because it is disabled by default
  • Pricing requires contacting sales
  • Integration options listed are limited to web services and Generic Interface

• ManageEngine ServiceDesk Plus9.0/10 · Free plan · paid from $13/mo · 30-day trial

  A broad service desk with a free edition and paid plans priced per technician.

  Visit ManageEngineFull verdict →
• OTRS8.4/10 · Pricing on request

  A configurable ITSM suite with hybrid deployment and a broad service-management toolkit.

  Visit OTRSFull verdict →