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Compare OTRS vs PhaseWare Tracker

What is better OTRS or PhaseWare Tracker? Today’s businesses require the top Customer Support Software product to continue to be competitive. On this page we help you with buying the right tool, by allowing you to examine OTRS and PhaseWare Tracker down to the very details of their individual modules.

It's also possible to check our overall scoring values, which rate the software overall quality and performance. OTRS got a 8.4 score, while PhaseWare Tracker has a score of 7.2. Likewise, you can compare their general user satisfaction rating: 99% (OTRS) against 99% (PhaseWare Tracker). Keep in mind to choose the software that best addresses your most urgent priorities, not the solution with the higher number of features.

At this time, the leading products in our IT Service Management Software category are: Zendesk, Freshservice, Samanage.

OTRS

vs

NOAWARDS
YET

SmartScore™

OUR SCORE 8.4

User Satisfaction

CUSTOMER EXPERIENCE 99%

Pricing

By quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Automation and processes
  • Channels
  • Ticket management
  • Security & permissions
  • Time management

Pricing Info

OTRS offers a simple enterprise pricing structure tiered in these four plans:

Silver – by quote

  • 10 concurrent agents
  • 50GB data storage
  • 3 feature add-ons
  • 8 hours of recovery time
  • Certified data centers

Gold – by quote

  • 50 concurrent agents
  • 40GB storage
  • 7 feature add-ons
  • 6 hours of recovery time
  • Certified data centers

Titanium – by quote

  • 100 concurrent agents
  • 100GB storage
  • 10 feature add-ons
  • 4 hours of recovery time

Platinum – by quote

  • 200 concurrent agents
  • Certified data centers
  • 2 hours of recovery time
  • Unlimited feature add-ons

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Mitel, Sony, Acer

Integrations

OTRS integrates with the following applications:

  • Nagios
  • JIRA
  • Redmine
  • SysAid

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A comprehensive, enterprise-grade service management platform built to streamline the ticket request process for businesses in customer service, IT service management, and corporate security sectors.

Company Email

sales@otrs.com

Contact No.

Company's Address

OTRS,
Oberursel
Germany

Popular Alternatives

Product Name
Score

NOAWARDS
YET

SmartScore™

OUR SCORE 7.2

User Satisfaction

CUSTOMER EXPERIENCE 99%

Pricing

by quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Multi-channel support
  • Email Integration
  • Issues Tracking
  • CRM
  • Knowledgebase
  • Robust Searching
  • Multi-Tasking
  • Visual Workflows
  • Reporting
  • Mobile

Pricing Info

Contact PhaseWare directly to get more information about the pricing of PhaseWare Tracker. Users can also try a free trial por request a live demo.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Dexter + Chaney, PropertyInfo, American Messaging, Sacramento Public Library

Integrations

PhaseWare Tracker supports integration with Miscrosoft Outlook.

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

PhaseWare Tracker is a customer support platform that enables businesses to streamline their workflows.

Company Email

Info@PhaseWare.com

Contact No.

Company's Address

1700 N. Redbud Blvd, Suite 190
McKinney, Texas 75069

Freshservice

Partner

This product is our partner, which means they paid for being featured as one of the suggestions. Our team takes great care to ensure all sugested products are reliable, top-quality solutions.

SmartScore™

OUR SCORE 9.4

User Satisfaction

CUSTOMER EXPERIENCE 97%

Pricing

free

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Basic Ticketing
  • Self Service Portal
  • Knowledge Base
  • Intelligent Automation Tools
  • CMDB
  • SLA Management
  • Scheduler
  • Agent Collision
  • Service Catalog
  • Contract Management
  • Asset Reporting
  • Basic Reporting
  • Advanced Reporting
  • Enterprise Reporting
  • Portal Customization
  • Widgets
  • MSP Plugin
  • Unlimited Mailboxes
  • Custom Mailbox
  • Domain Mapping
  • IP Whitelisting
  • Time Tracking
  • Announcements
  • Satisfaction Surveys
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Multiple Portal Languages
  • Multiple SLA Policies
  • Multiple Business Hours
  • Customizable Agent Roles
  • Priority Matrix
  • Round Robin
  • 1 Free Custom SSL
  • Integrated Game Mechanics

Pricing Info

Freshservice is available in four monthly plans that are billed annually. You can also try out a great free trial that allows you to test all the key features of the software first. You can start your free trial of Freshservice here.

The pricing plans available for the software are:

Sprout (Free up to 3 agents and 100 free assets):

  • Incident management
  • Knowledge base
  • Self-service portal
  • 100 end users

Blossom ($29/agent/month, plus purchase additional assets at 20 cents/asset/month):

  • All Sprout plan features
  • CMDB
  • Satisfaction surveys
  • Time tracking
  • Unlimited end users
  • Multiple helpdesk emails

Garden ($49/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Blossom Plan features
  • Problem management
  • Change management
  • Custom roles

Estate ($79/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Garden Plan features
  • Integrated game mechanics
  • Round robin assignment
  • Custom SSL and trusted IP
  • Service catalog

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

American National Bank, Battery Giant, Rubik

Integrations

Native Integrations

  • Facebook
  • Twitter
  • Salesforce
  • Sugar CRM
  • Capsule
  • FreshBooks
  • Atlassian Jira
  • Harvest
  • Google Apps
  • Google Calendar
  • Google Analytics
  • Google Contacts
  • Gmail Gadgets
  • Google Hangouts
  • Google Drive
  • LogMeIn Rescue
  • HelpOnClick
  • iContact
  • Zoho CRM
  • Snap Engage
  • Nimble
  • Shopify
  • FetchFlow
  • Knowlarity
  • MailChimp
  • Campaign Monitor
  • Highrise
  • Olark
  • Constant Contact
  • WorkFlowMax
  • SurveyMonkey
  • Dropbox
  • Screenr
  • PivotalTracker
  • Zapier
  • Batchbook
  • Amazon Web Services
  • Bomgar
  • Box

Third party Integrations

  • Userlike
  • Magento
  • Woo Themes
  • OneSky

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Freshservice is the winner of our Best Customer Service Software Award for 2018. It allows IT admins to effectively track and manage the assets owned by their organizations.

Company Email

support@freshservice.com

Contact No.

Company's Address

311 California St.
San Francisco, CA, 94104
USA

No Customer Support Software will be able to cover all the needs of a specific team. While key features of OTRS and PhaseWare Tracker should matter you should also carefully study the integrations provided by a given solution. In many cases you will already be working with various kinds of SaaS software in your company and it’s much wiser to opt for services that integrate well with one another. With that approach you can be certain of a smooth exchange of information between your teams and software used, which can significantly reduce time devoted to migrating between one product and the other.

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