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Compare OTRS and SysAid 
Featured Products
At a Glance
Market Segments
Enterprise (59.5% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
No pricing available
Free Trial 1 Agent Per Year
OTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSysAid
Star Rating
(733)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansOTRS vs SysAid
When assessing the two solutions, reviewers found OTRS easier to use. However, SysAid is easier to set up and administer. Reviewers also preferred doing business with SysAid overall.
- Reviewers felt that OTRS meets the needs of their business better than SysAid.
- When comparing quality of ongoing product support, OTRS and SysAid provide similar levels of assistance.
- For feature updates and roadmaps, our reviewers preferred the direction of SysAid over OTRS.
Pricing
Entry-Level Pricing
OTRS
No pricing availableSysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
OTRS
No trial information availableSysAid
Free Trial is available
Ratings
Meets Requirements
9.2
33
8.9
589
Ease of Use
9.1
33
9.0
592
Ease of Setup
7.9
8
8.5
521
Ease of Admin
6.9
7
8.8
519
Quality of Support
9.0
28
9.0
581
Has the product been a good partner in doing business?
6.7
6
9.1
511
Product Direction (% positive)
7.1
32
9.1
559
Features by Category
Ticket and Case Management
9.1
27
|
Verified
8.9
44
8.8
27
|
Verified
8.7
46
8.9
25
|
Verified
8.5
46
Feature Not Available
8.2
43
8.8
23
|
Verified
8.3
45
8.7
25
8.4
45
8.8
27
|
Verified
8.6
44
8.5
18
|
Verified
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
19
|
Verified
8.8
44
8.4
22
|
Verified
9.0
42
7.5
16
|
Verified
8.1
42
Feature Not Available
6.0
38
7.8
15
|
Verified
5.7
39
Platform
Feature Not Available
6.8
46
6.7
8
|
Verified
8.3
46
7.5
8
|
Verified
8.9
46
8.7
5
|
Verified
8.2
45
8.3
21
|
Verified
8.7
45
8.6
23
|
Verified
8.7
44
Administration
9.3
21
|
Verified
8.8
232
|
Verified
9.1
19
|
Verified
8.7
264
|
Verified
9.3
20
|
Verified
8.8
271
|
Verified
Service Desk
9.3
20
|
Verified
9.5
289
|
Verified
9.0
21
|
Verified
9.3
280
|
Verified
9.1
20
|
Verified
8.9
256
|
Verified
Management
8.5
13
|
Verified
8.7
252
|
Verified
8.7
13
|
Verified
9.0
254
|
Verified
9.0
12
|
Verified
8.7
236
|
Verified
8.8
12
|
Verified
8.7
237
|
Verified
9.3
10
8.3
180
|
Verified
Functionality
9.2
14
|
Verified
9.4
265
|
Verified
8.1
14
8.8
222
|
Verified
8.8
14
|
Verified
8.9
229
|
Verified
9.4
11
|
Verified
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.3
5
Not enough data
8.3
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Not enough data
9.0
406
Not enough data
8.9
418
Not enough data
9.1
426
Not enough data
8.4
388
Not enough data
8.5
375
Reporting
Not enough data
8.6
415
Not enough data
8.4
388
Not enough data
8.3
325
Access & Usability
Not enough data
7.4
295
Not enough data
8.8
392
Not enough data
9.0
384
Not enough data
8.6
312
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
OTRS and SysAid are categorized as Help Desk and IT Service Management (ITSM) Tools
Unique Categories
OTRS has no unique categories
SysAid is categorized as Service Desk and AIOps Platforms
Reviews
Reviewers' Company Size
OTRS
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Information Technology and Services
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.6%
Alternatives
Discussions
OTRS has no discussions with answers
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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