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Head-to-head · IT Service Management - Enterprise Software

TOPdesk vs OTRS

  • Updated Oct 2026
  • Both researched from official sources
  • 2 checks side by side
Higher score TOPdesk #5 in IT Service Management - Enterprise Software 8.8/10 From £51/mo ✓ 1 of 5 features Visit TOPdesk
OTRS #8 in IT Service Management - Enterprise Software 8.4/10 Pricing on request ✓ 0 of 5 features Visit OTRS

TOPdesk leads on 1 check, OTRS on 0, and 1 is even. Who comes out ahead on the 2 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreTOPdesk · 8.8/10
  • Most featuresTOPdesk · 1 of 5

TOPdesk scores higher on our rubric for it service management - enterprise software: 8.8 against 8.4 out of 10; our editors rank them #5 and #8.

TOPdesk offers sla management; OTRS doesn't publish it.

TOPdesk is the better fit for teams wanting established ITSM with mobile support. OTRS is the better fit for organizations needing hybrid ticketing and ITSM workflows.

  • TOPdesk fits best

    Teams wanting established ITSM with mobile support

  • OTRS fits best

    Organizations needing hybrid ticketing and ITSM workflows

Advertiser disclosure: iTechGuides is reader-supported. We may earn a commission when you click some links. How we rank.

Side by side

Feature TOPdesk 8.8/10 Visit ↗ OTRS 8.4/10 Visit ↗
At a glance
Editor score 8.8 8.4
Ranking #5 in IT Service Management - Enterprise Software #8 in IT Service Management - Enterprise Software
Best for Teams wanting established ITSM with mobile support Organizations needing hybrid ticketing and ITSM workflows
Pricing model Paid Paid
Starting price Not published Not published
Free plan — —
Free trial — —
Deployment Cloud, Mobile Cloud, Self-hosted
Platforms Web, iOS, Android Web, Linux
Support Email, Phone, Docs, Community Email, Docs
Integrations 100+ integrations 2 integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market, Enterprise
Features TOPdesk 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
  • Combines ticketing, CMDB-backed asset management, portal, and knowledge base
  • Mobile app supports operator calls and operational tasks
  • Offers an open API, webhooks, and 100+ 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
  • SLA and multi-level change approvals start with Engaged at £72 per agent monthly
  • The Essential plan starts at £51 per agent monthly
  • Displayed prices depend on agent count, with lower averages as count rises
  • 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

TOPdesk brings incident and ticket management, asset records, a self-service portal, and a searchable knowledge base into one service management product. It is aimed at IT and other service teams that need to register and route requests,…

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 →
  1. TOPdeskIT Service Management - Enterprise Software 8.8From £51/mo
  2. OTRSIT Service Management - Enterprise Software 8.4Pricing on request

Strengths and trade-offs

  • TOPdesk — where it wins

    • Combines ticketing, CMDB-backed asset management, portal, and knowledge base
    • Mobile app supports operator calls and operational tasks
    • Offers an open API, webhooks, and 100+ integrations

    Where it doesn't

    • SLA and multi-level change approvals start with Engaged at £72 per agent monthly
    • The Essential plan starts at £51 per agent monthly
    • Displayed prices depend on agent count, with lower averages as count rises

  • 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
  • TOPdesk8.8/10 · From £51/mo

    A broad ITSM suite with mobile support, priced from £51 per agent monthly.

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

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

    Visit OTRSFull verdict →

More comparisons

All IT service management - enterprise software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update