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Compare OTRS vs SysAid

What is better OTRS or SysAid? A sensible way to find the right Customer Support Software product for your organization is to cross-check the solutions against each other. Here you can compare OTRS and SysAid and see their features compared thoroughly to help you decide on which one is the superior product.

Furthermore, you can compare their overall ratings, such as: overall score (OTRS: 8.4 vs. SysAid: 9.0) and user satisfaction (OTRS: 99% vs. SysAid: 98%). Browse through their distinctive features and similarities and discover which one outperforms the other. Likewise, anticipate the state of how your business will look like in the future; will your company outgrow the app in the next 3-5 years?

We are aware that not all companies have the time to try out a wide range of various products, so we prepared a list of recommendations that you may find useful. Our top selections for the IT Service Management Software category are: Freshservice, Samanage, Zendesk.

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 9.0

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

by quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket management
  • Self-service portal
  • Knowledge base
  • Password reset
  • Remote control
  • CMDB
  • Chat
  • Automation
  • Hardware/software inventory management
  • Help desk integration
  • Patch Management
  • Monitoring
  • Broadcast messages

Pricing Info

SysAid provides tailored pricing by quote which can be requested by phone.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Coca Cola, Panasonic, Adobe, Lufthansa, LG

Integrations

At the moment, SysAid has 3 Embeddables built into the solution that are sold as part of the system, and not as an outsource integration. They are constantly working to add more.

Here are the details:

1. BI Analytics – Powered by Qlik
2. TeamViewer for a robust Remote control solution
3. GFI Software to Offer Superior Patch Management Capabilities.

In addition, they offer many more Add-Ons and Third-Party Integrations.

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

SysAid is the winner of our Expert's Choice Award. It is a feature rich, easily configurable and highly scalable help desk solution targeted at large businesses.

Company Email

support@sysaid.com

Contact No.

Company's Address

128 Chestnut Street
Newton, MA 02465
USA

LiveAgent

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 9.3

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $9

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

Ticket Management

  • Universal Inbox
  • Ticketing
  • Hybrid Ticket Stream
  • Automated Ticket Distribution
  • Rules
  • Time Rules
  • Responsibility
  • Departments
  • Tags
  • Service-Level-Agreement (SLA)
  • Business Hours
  • Contact Groups
  • Contacts
  • Agents
  • Companies
  • Contact Fields
  • Ticket Fields
  • SPAM Filters
  • Pause
  • Filters
  • Notes
  • Ticket/Customer Insights (CRM)
  • Canned Messages (Macros)
  • Predefined Answers
  • Attachments
  • Email Notifications
  • Agent Collision Detection
  • Agent Ranking
  • Contact Forms
  • Contact Form Gallery

Live Chat

  • Real-Time Chat
  • Proactive Chat Invitations
  • Chat Button Gallery
  • Chat Invitation Gallery
  • Chats Overview
  • Chat History
  • Online Visitors
  • Chat Distribution
  • Real-Time Typing View

Social

  • Twitter
  • Facebook

Reporting

  • Analytics Overview
  • Performance Report
  • Agent Ranking Overview
  • Department Report
  • Tag Reports
  • SLA Compliance Report
  • SLA Log Report
  • Agent Availability
  • Agent Report
  • Channel Report

Support Portal

  • Customer Portal
  • Knowledge Base
  • Forum
  • Feedback and Suggestions

Gamification

  • Gamification
  • Rewards and Badges
  • Levels
  • Benchmarks and Leaderboards

Multilingual

  • 39 Translations Available
  • Language Adaptable Widgets

Pricing Info

LiveAgent offers flexible and affordable SaaS plans that are priced per month and per agent. These are bundled depending on your budget as well as the kinds of features you need for your customer support efforts. The subscription rates are already inclusive of all updates and maintenance services so you don’t have to worry about hiring external tech staff. In addition, all plans also come with 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before investing in the product. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

Ticket Plan: $9/agent/month

  • E-mail Ticketing
  • Custom Domain
  • Contact Forms
  • Help Desk Automation
  • SLA
  • API
  • Forum Creation
  • Knowledge Base
  • Native Mobile Apps (iOS and Android)

Ticket + Chat: $29/agent/month

  • Inclusive of All Ticket Plan Features
  • Live Chat
  • Visitor Tracking
  • Chat Invites
  • Feedback Management
  • Multiple Brand Support
  • Chat Reporting

All-Inclusive: $39/agent/month

  • Inclusive of All Features from Previous Plans
  • Cloud Call Center
  • Time Tracking Options
  • Audit Log Tool
  • Advanced Reporting
  • Gamification Solutions
  • Advanced Social Media Channels

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

SolidTrust Pay, X-Cart, and Random Solutions

Integrations

LiveAgent can integrate with various business systems and applications such as:

  • AWeber
  • Adobe Business Catalyst
  • 3dcart
  • MailChimp
  • GetResponse
  • 2Checkout
  • MagentoGo
  • Braintree
  • Opencart
  • PrestaShop
  • Bigcommerce
  • Shopify
  • CS-Cart
  • Shopify
  • Actinic
  • Fortune 3
  • Volusion
  • X-Cart
  • CoreCommerce
  • Wordpress
  • Joomla
  • SquareSpace
  • Express Engine
  • Drupal
  • Weebly
  • Wix
  • Web.com
  • Facebook
  • GoDaddy
  • Highrise
  • Nicereply
  • Twitter

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 customer support platform with live chat functionalities for websites and robust help desk features.

Company Email

support@ladesk.com

Contact No.

Company's Address

3616 Kirkwood Highway
Suite A #1130
Wilmington DE 19808
USA

Product Comparisons

Name
Comparision

Popular Alternatives

Product Name
Score

Both OTRS and SysAid were evaluated by a team of reliable SaaS experts who conducted a full study of all core aspects of each product. Their total score was prepared with unique SmartScore model which provides an individual partial score to every component such as: main features, customer support, mobile device support, security, user satisfaction as well as market presence. We realize useful features are not the only factor essential to a company so we make sure we pay attention to all sides of a software before calculating its final score.

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