OTRS vs. SuperOps Comparison


OTRS OTRS Group	SuperOps	+	+
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About OTRS is a solution desk that can be used to support nearly any team in your company. It brings together all of the tools that make service management successful, including: - ticketing, - calendaring, - CMDB, - process management, - reporting, - multiple channels for customer access, - knowledge base, - service catalog and more. Your teams have all the information and workflows they need right at their fingertips so that they can offer seamless service and build customer satisfaction. Customers love the self-service options that are available through an external portal: You can share knowledge base articles, informational pages and allow them to send requests right to your team. The OTRS service management solution was awarded the SERVIEW CERTIFIED TOOL seal of approval.		About SuperOps is the AI-native unified platform for modern MSPs and internal IT teams. It replaces the typical four-to-six-tool IT operations stack - PSA, RMM, helpdesk, MDM, asset tracking, network monitoring, patch management and IT documentation - with a single, built-as-one platform on a shared data layer. That architectural choice is what makes the rest of the platform work, particularly its agentic AI. Monica AI, SuperOps' intelligence layer, was designed alongside the platform from day one. It triages tickets, surfaces patch and CVE risks, drafts worklogs, suggests knowledge base articles, and increasingly handles fully autonomous workflows for routine work. SuperOps supports Windows, macOS, Linux, iOS, iPadOS and Android, integrates with the IT and MSP ecosystem (Slack, Teams, Azure AD, Okta, QuickBooks, Xero, Bitdefender, SentinelOne and more), and bundles Splashtop and ISL Online remote access free. Transparent pricing, fast deployment, founder-led product investment.
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported		Platforms Supported Windows Supported Mac Supported Linux Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Supported
Audience		Audience Managed Service Providers
Support Phone Support Supported 24/7 Live Support Supported Online Supported		Support Phone Support Supported 24/7 Live Support Supported Online Supported
API Offers API Not Supported		API Offers API Not Supported
Screenshots and Videos View more images or videos		Screenshots and Videos View more images or videos
Pricing Based upon needs. Contact sales@otrs.com for a quote. Free Version Not Supported Free Trial Supported		Pricing $79/tech/month Free Version Supported Free Trial Supported
Reviews/Ratings Overall 5.0 / 5 ease 4.0 / 5 features 5.0 / 5 design 4.0 / 5 support 4.0 / 5 Read all reviews		Reviews/Ratings Overall 5.0 / 5 ease 5.0 / 5 features 5.0 / 5 design 4.5 / 5 support 5.0 / 5 Read all reviews
Pros & Cons from Real Users Pros I like that it has a lot of features, especially that you can automatically create tickets from emails. You also have a lot of options for the frontend. Cons No cons. At first it's really hard, because the amount of functionality and settings is huge.		Pros from Real Users Pros SuperOps.ai has really improved how we handle our IT operations and daily workflows. The automation features have saved us a lot of time by cutting out repetitive tasks, which has made our processes run more smoothly and with fewer mistakes. The platform is also super easy to use , the clean layout and simple navigation make it easy for our team to manage assets and keep track of our IT setup. Plus, the built-in reporting and analytics give us useful insights, so we can see what’s working and make better decisions to keep improving our services. At our company, SuperOps.ai has been a game-changer in managing our IT operations and service delivery. One of the most significant advantages we've experienced is the robust automation capabilities it offers. This feature has allowed us to streamline a multitude of IT tasks, reducing the need for manual intervention. As a result, our IT processes have become significantly more efficient, and the chances of human error have been greatly minimized. SuperOps.ai's user-friendly interface has also been a standout feature for us. It simplifies the management of IT assets, making it easy for our team to track and monitor our infrastructure. Additionally, the platform's reporting and analytics tools provide us with valuable insights into the performance of our IT services, enabling data-driven decision-making to further enhance our operations.
Training Documentation Supported Webinars Not Supported Live Online Supported In Person Supported		Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported
Company Information OTRS Group Founded: 2003 Germany www.otrs.com		Company Information SuperOps Founded: 2020 United States www.superops.com
Alternatives EcholoN mIT solutions GmbH		Alternatives NinjaOne
N-able Take Control N-able		ConnectWise PSA ConnectWise
Mint Service Desk OPGK Software		ConnectWise RMM ConnectWise
Freshservice Freshworks		Atera
Vivantio View All		Freshservice Freshworks View All
Categories Business Process Management Supported Complaint Management Supported Field Service Management Supported Help Desk Supported Incident Management Supported IT Service Supported ITSM Supported Service Desk Supported Tradesman Job Management Supported Workflow Management Supported		Categories AI PSA Supported Endpoint Management Supported IT Alerting Supported IT Asset Management Supported IT Automation Supported IT Documentation Supported IT Management Supported IT Project Management Supported IT Service Supported ITSM Supported MSP Supported Network Monitoring Supported Patch Management Supported Policy Management Supported Professional Services Automation Supported Remote Desktop Supported RMM Supported Service Desk Supported Service Request Management Supported Shadow IT Discovery Supported SLA Management Supported System Monitoring Supported Unified Endpoint Management (UEM) Supported
IT Service Features Contract Management Supported Incident Management Supported IT Asset Management Supported Knowledge Management Supported Release Management Supported Self Service Portal Supported Service Catalog Supported Service Reporting Supported Ticket Management Supported ITSM Features Asset Tracking Supported Availability Management Supported Change Management Supported Configuration Management Supported Contract/License Management Supported Dashboard Supported Incident Management Supported Problem Management Supported Project Management Not Supported Release & Deployment Management Supported Self Service Portal Supported Service Desk Features Change Management Supported CMDB Supported Incident Management Supported IT Asset Management Supported Knowledge Base Supported Mobile Access Supported Procurement Management Supported Remote Control Not Supported Self Service Portal Supported SLA Management Supported Show More Features Business Process Management Features Access Controls / Permissions Supported Alerts / Notifications Supported Business Process Automation Supported Business Rules Management Supported Collaboration Supported Process Change Tracking Supported Process Mapping Supported Process Modeling & Design Supported Visual Workflow Management Not Supported Complaint Management Features Case Management Supported Complaint Classification Not Supported Corrective Actions (CAPA) Not Supported Customer Complaint Tracking Supported Feedback Management Supported Forms Management Supported Issue Tracking Supported Quality Assurance Management Not Supported Routing Supported Self Service Portal Supported Social Media Monitoring Not Supported Survey Management Supported Field Service Management Features Billing & Invoicing Not Supported Contact Database Supported Contract Management Supported Customer Database Supported Dispatch Management Not Supported Electronic Signature Not Supported Inventory Management Supported Mobile Access Supported Payment Collection in the Field Not Supported Quotes / Estimates Not Supported Routing Not Supported Scheduling Supported Service History Tracking Supported Time Clock Not Supported Work Order Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Not Supported Email Integration Supported Incident Management Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Not Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Not Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Incident Management Features Audit Trail Supported Corrective Actions (CAPA) Not Supported Disaster Recovery Not Supported Incident Reporting Supported IT Incident Management Not Supported OSHA Compliance Not Supported Root-Cause Diagnosis Not Supported Safety Management Not Supported Task Management Supported Ticket Management Supported Workflow Management Features Access Controls/Permissions Supported Approval Process Control Not Supported Business Process Automation Supported Calendar Management Supported Compliance Tracking Not Supported Configurable Workflow Supported Customizable Dashboard Supported Document Management Not Supported Forms Management Supported Graphical Workflow Editor Supported Mobile Access Supported No-Code Not Supported Task Management Supported Third Party Integrations Supported Workflow Configuration Supported		IT Service Features Contract Management Not Supported Incident Management Not Supported IT Asset Management Supported Knowledge Management Not Supported Release Management Not Supported Self Service Portal Not Supported Service Catalog Not Supported Service Reporting Not Supported Ticket Management Not Supported Service Desk Features Change Management Not Supported CMDB Not Supported Incident Management Not Supported IT Asset Management Supported Knowledge Base Not Supported Mobile Access Not Supported Procurement Management Not Supported Remote Control Not Supported Self Service Portal Not Supported SLA Management Not Supported Show More Features IT Asset Management Features Asset Tracking Supported Audit Management Not Supported Compliance Management Not Supported Configuration Management Not Supported Contract/License Management Supported Cost Tracking Not Supported Depreciation Management Not Supported Inventory Management Not Supported IT Service Management Supported Maintenance Management Not Supported Procurement Management Not Supported Requisition Management Not Supported Supplier Management Not Supported IT Management Features Capacity Monitoring Not Supported Compliance Management Not Supported Event Logs Supported Hardware Inventory Supported IT Budgeting Not Supported License Management Not Supported Patch Management Supported Remote Access Supported Scheduling Supported Software Inventory Supported User Activity Monitoring Supported MSP Features Backup Management Supported Billing & Invoicing Supported CRM Not Supported Dashboard Supported Help Desk Supported Issue Management Supported Live Chat Not Supported Patch Management Supported Privileged Access Management (PAM) Not Supported Project Management Supported Remote Access Supported Remote Systems Monitoring Supported Scheduling Supported Patch Management Features Alerts/Notifications Supported Automatic Approval Supported Automatic Patch Deployment Supported Automatic Scans Supported Compliance Management Not Supported Custom Patches Not Supported Dashboard Supported Network Wide Management Not Supported Patch Prioritization Supported Patch Testing Not Supported Remote Access/Control Supported Vulnerability Scanning Not Supported Professional Services Automation Features Billing & Invoicing Supported Client Portal Supported Collaboration Tools Not Supported CRM Not Supported Document Management Supported Portfolio Management Not Supported Project Management Supported Proposal Generation Supported Quote Management Not Supported Resource Management Not Supported Time & Expense Tracking Supported RMM Features Deployment Management Supported For MSPs Supported IT Asset Management Supported Mobile Access Supported Network Monitoring Not Supported Patch Management Supported Real-time Alerts Supported Remediation Management Supported System Monitoring Features Alerts / Notifications Not Supported Antivirus Management Not Supported Data Backup / Recovery Not Supported Device Monitoring Not Supported Inventory Management Not Supported Patch Management Not Supported Policy-based Automation Not Supported Remote Monitoring Supported Reporting / Analytics Not Supported Risk Analysis Not Supported Server Monitoring Not Supported Service Configuration Management Not Supported
Integrations Conectys Supported Guardz Not Supported Help Desk Migration Supported Hudu Not Supported ISL Light Remote Desktop Not Supported Inserve Supported Jira Work Management Supported Konnectify Not Supported Netdata Supported Opsview Supported QuickBooks Online Not Supported ScalePad Lifecycle Manager Not Supported Shift Supported Splashtop Remote Access Not Supported TeamViewer Not Supported Workativ Supported Xero Not Supported Zero Incident Framework Supported openITCOCKPIT Supported Show More Integrations View All 10 Integrations		Integrations Conectys Not Supported Guardz Supported Help Desk Migration Not Supported Hudu Supported ISL Light Remote Desktop Supported Inserve Not Supported Jira Work Management Not Supported Konnectify Supported Netdata Not Supported Opsview Not Supported QuickBooks Online Supported ScalePad Lifecycle Manager Supported Shift Not Supported Splashtop Remote Access Supported TeamViewer Supported Workativ Not Supported Xero Supported Zero Incident Framework Not Supported openITCOCKPIT Not Supported Show More Integrations View All 9 Integrations
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