GLPI vs OTRS vs Request Tracker - Help Desk Comparison

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

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GLPI

vs

OTRS

vs

Request Tracker

Compare User Rating

Partner

4.5

4

ratings

Add a review See all reviews

Startup Price

vs

Samanage IT Service Desk & Asset Management

2.0

1 rating

5.0

–

4

ratings

Add a review See all reviews

Add a review See all reviews

–

$0

Client Server Price (1 Year)

$0

Web Hosted Price (1 Year)

$0

$0

$29

–

–

$0

–

–

$15,000

Additional Information Learn More

Compare Pricing

Compare Pricing

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Price

Demo

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1/10

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Additional Information Learn More

Compare Pricing

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Price

Demo

Overview Name

GLPI

OTRS

Request Tracker

Samanage IT Service Desk & Asset Management

Company

INDEPNET

OTRS Group

Best Practical Solutions, LLC

Samanage

Website

GLPI (glpi-project.org)

OTRS (otrs.com)

Request Tracker

Samanage IT Service Desk & Asset Management

(bestpractical.com)

(samanage.com)

Initial Release Year

2003

2001

1999

2009

Prominent Customers

–

NASA, IBM, Kentucky Fried Chicken, New York State Department of Civil Service, Philips, Amnesty International, Siemens, Lufthansa, Nokia, College of Osteopathic Medicine of the Pacific, CyberSecurity Malaysia, Washington State University

–

Thousands of people around the world trust Samanage to run their IT service desk and track IT assets, including Sur La Table, Lane Construction, Raleigh Police Department, Drexel Online and many more. Visit our customer success center for more information: http://www.samanage.com/resources.html

Industry

Finance

Finance

Finance

Education

Government

Government

Government

Entertainment

Legal

Legal

Legal

Finance

Media

Media

Media

Government

Retail

Retail

Retail

Legal Media Other Retail Service Software

Show 5 more in common

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

2/10

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Pricing Startup Price

–

$0

Client Server Price (1 Year)

$0

Client Server Price (3 Year)

$0

Web Hosted Price (1 Year)

$0

$0

$29

–

–

$0

–

Web Hosted Price (3 Year)

–

Monthly Hosted Fee

–

–

$0

–

–

–

–

–

–

–

–

$15,000

$45,000

$1,250

Annual Hosted Fee

–

$15,000

Free Trial

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

3/10

9/5/2014

Support Costs

GLPI vs OTRS vs Request Tracker - Help Desk Comparison –

Included

Q&A Support for RT -US$100 monthly Bronze Support for RT -US$395 monthly For companies processing

Included with subscription.

up to 10,000 tickets per year; BPS will respond to two separate incident support requests per quarter, making all reasonable effort to respond within two business days. Silver Support for RT -US$795 monthly For companies processing up to 25,000 tickets per year; BPS will respond to four separate incident support requests per quarter,... Show More

Add-On Pricing

–

×

Compare Features

Learn More

GLPI

Compare Pricing

Managed OTRS Silver: – Initial Setup Fee: $1,999 × Managed OTRS Gold: Initial vs OTRS vs Setup Fee: -

Compare Pricing

× Request Tracker

Compare Pricing

All service management and Samanage IT x asset management Service Desk applications provided by vs Samanage&are Asset included with subscription. Additional cost Management Partner may apply for integrated product. Contact our sales team for more information and to receive a personalized quote based on your organization's Service Desk and Asset Management needs.

Price

Demo

Features

TOP

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

4/10

9/5/2014

Features

GLPI vs OTRS vs Request Tracker - Help Desk Comparison Asset Management

Asset Management

Asset Management

Asset Management

Automated Password Reset

Automated Password Reset

Automated Password Reset

Automated Password Reset

Billing and Invoicing

Billing and Invoicing

Billing and Invoicing

Billing and Invoicing

Change Management

Change Management

Change Management

Change Management

Contract Management

Contract Management

Contract Management

Contract Management

Customer Survey

Customer Survey

Customer Survey

Customer Survey

ITIL Compliant

ITIL Compliant

ITIL Compliant

Email Integration

Knowledge Base/FAQ

Knowledge Base/FAQ

Knowledge Base/FAQ

Mobile Integration

Mobile Integration

Mobile Integration

Incident, Problem, or Request Management

Multi-Site Support

Multi-Site Support

Multi-Site Support

Remote Control Access

Remote Control Access

Remote Control Access

Knowledge Base/FAQ

Rules/Workflows

Rules/Workflows

Rules/Workflows

Scheduling

Scheduling

Scheduling

LDAP/Active Directory Synchronization

Self Service Portal

Self Service Portal

Self Service Portal

Service Level Agreements

Service Level Agreements

Service Level Agreements

ITIL Compliant

Show More

Show 4 more in common

Support Features

Customization Available

24/7

24/7

24/7

Email

Blog

Blog

Blog

FAQ

Email

Email

Email

Forums

FAQ

FAQ

FAQ

Help Desk

Forums

Forums

Forums

Instructional Videos

Help Desk

Help Desk

Help Desk

Knowledge base

Instructional Videos

Instructional Videos

Instructional Videos

Live chat

Knowledge base

Knowledge base

Knowledge base

Normal business hours

Live chat

Live chat

Live chat

Online self serve

Mailing List

Mailing List

Mailing List

Phone

Normal business hours

Normal business hours

Normal business hours

On-site

On-site

On-site

Online self serve

Online self serve

Online self serve

Owner's/User Manual

Owner's/User Manual

Owner's/User Manual

Phone

Phone

Phone

Recorded demos

Recorded demos

Recorded demos

Request form

Request form

Request form

System upgrades

System upgrades

System upgrades

Webinars

Webinars

Webinars

Wiki

Wiki

Wiki

Background

Background

Background

Background

Font

Font

Font

Button Images

Tables

Tables

Tables

Fields

Templates

Templates

Templates

Tables

Button Images

Button Images

Button Images

Templates

Fields

Fields

Fields

Remote Training Show More

More Features http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

5/10

9/5/2014

Integration Features

Request Tracking Modes

Languages Supported

GLPI vs OTRS vs Request Tracker - Help Desk Comparison CRM

CRM

CRM

API

Legacy Systems

Legacy Systems

Legacy Systems

CRM

API

API

API

Legacy Systems

Phone

Phone

Phone

Email

Email

Email

Email

Phone

Self-Service Portal

Self-Service Portal

Self-Service Portal

Self-Service Portal

Bulgarian

Bulgarian

Bulgarian

English

Chinese (Simplified)

Chinese (Simplified)

Chinese (Simplified)

Portugese

Czech

Czech

Czech

Spanish

Danish

Danish

Danish

Dutch

Dutch

Dutch

Finnish

Finnish

Finnish

German

German

German

Greek

Greek

Greek

Hungarian

Hungarian

Hungarian

Italian

Italian

Italian

Japanese

Japanese

Japanese

Other

Other

Other

Polish

Polish

Polish

Portugese

Portugese

Portugese

Russian

Russian

Russian

Swedish

Swedish

Swedish

Turkish

Turkish

Turkish

Show 4 more in common

Requirements Deployment Model

Client Platform

SaaS (Software as a Service)

SaaS (Software as a Service)

SaaS (Software as a Service)

SaaS (Software as a Service)

On Premise / Client Server

On Premise / Client Server

On Premise / Client Server

Windows

Windows

Windows

Windows

Unix

Unix

Unix

Mac

Online

Online

Online

Unix

Mac

Mac

Mac

Linux

Linux

Linux

Linux

Linux/Unix Mac OSX 10.1 Mac OSX 10.2 Mac OSX 10.3 Mac OSX 10.4 Mac OSX 10.4 Mac OSX 10.5 Show More

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

6/10

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Server Platform

License

Server Side Language

Implementation Language

System Requirements

–

BSD

BSD

BSD

Mac OS X

Mac OS X

Mac OS X

Solaris

Solaris

Solaris

Windows Home Server

Windows Home Server

Windows Home Server

Windows Home Server 2011

Windows Home Server 2011

Windows Home Server 2011

Windows Server 2000

Windows Server 2000

Windows Server 2000

Windows Server 2003

Windows Server 2003

Windows Server 2003

Windows Server 2008

Windows Server 2008

Windows Server 2008

Windows Server 2008 R2

Windows Server 2008 R2

Windows Server 2008 R2

Linux

Linux

Linux

Unix

Unix

Unix

Subscription (SaaS)

Subscription (SaaS)

Subscription (SaaS)

Open Source / Free

Open Source / Free

Open Source / Free

MS SQL

MS SQL

MS SQL

Oracle

Oracle

Oracle

PostgreSQL

PostgreSQL

PostgreSQL

SQL Server

SQL Server

SQL Server

MySQL

MySQL

MySQL

Perl

Perl

Perl

PHP

PHP

PHP

If you want to use OTRS, you need some other software components. The basic software requirements are a web and a database server as well as a working perl environment with some additional modules. The web server and perl has to be installed on the same machine as OTRS. The database back-end can be installed on the local or on an other host. For the web server, we recommend using apache 1.3.x or apache 2.x... Show More

RT is a web application which works with any modern browser, including many popular mobile devices, and the email interface works with any mail client, from Outlook to Apple Mail to Thunderbird to Gmail... Show More

–

Subscription (SaaS)

MySQL

Ruby on Rails

A modern web browser.

Specs Maximum Number of Technicians Under License

–

1,000

Unlimited Technicians http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

–

99,999

–

7/10

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Unlimited End Users

Standard Number of End Users

–

2000

–

–

Source Code Available

Company Information Address

–

19925 Stevens Creek Blvd. Cupertino, California 950142358 United States

Somerville, Massachusetts United States

117 Edinburgh South Suite 100 Cary, North Carolina 27511 United States

Contact Link

–

Contact Link (otrs.com)

–

Contact Link (samanage.com)

Email

–

[email protected]

[email protected]

[email protected]

Email Type

Web Form on Site

Web Form on Site

General

Sales

Phone

–

(415) 366-0178

–

(888) 250-8971

Fax

–

(415) 366-0179

–

(888) 250-8971

2.0

–

5.0

Reviews and Ratings User Reviews

4.5 4 ratings

1 ratings

4 ratings

Add a review See all reviews

Add a review See all reviews

Add a review See all reviews

Most Recent

Most Recent

Most Recent

5.0

2.0

5.0

”yo lo utilizo en la empresa

”tteteteetettttttttttttttttttttttttttttttttttttttttt”

”We have been using

en donde trabajo y

Read more

Samanage now for just over

administro todo el dominio

hsdutra

de la empresa con el GLPI es genial tiene...” Read more julio cesar Vallejos Zoilán Most Helpful Critical

3.0 ”Well, it is not ITIL unless is service (not software or hardware) oriented. An SLA for each service and CI is

a year....” Read more Helen-sullivan1

Most Helpful Favorable

5.0 ”Samanage is a real cloud based service - it is easy to use, very modern and everything just works!...” Read more

Samanage

missing...” Read more Daniel Gruia

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker

8/10

9/5/2014

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

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Request Tracker

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