OTRS vs. theGuard Comparison


OTRS OTRS Group	theGuard Realtech	+	+
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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 If you became aware of REALTECH through one of our theGuard! products, you have come to the right place. theGuard! is the name of a product suite that includes many software solutions. However, some of the solutions are now marketed independently. You can still find the innovations and technologies of the product suite in our current portfolio – but under new names.
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 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
Audience	Audience IT teams
Support Phone Support Supported 24/7 Live Support Supported Online Supported	Support Phone Support Supported 24/7 Live Support Not 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 $20000.00/one-time/user Free Version Not Supported Free Trial Not 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 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software
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.
Training Documentation Supported Webinars Not Supported Live Online Supported In Person Supported	Training Documentation Not Supported Webinars Not Supported Live Online Not Supported In Person Not Supported
Company Information OTRS Group Founded: 2003 Germany www.otrs.com	Company Information Realtech Founded: 1994 Germany www.realtech.com/business-service-management/
Alternatives EcholoN mIT solutions GmbH	Alternatives Rev-Trac
N-able Take Control N-able	Unifize
Mint Service Desk OPGK Software	Hubcase
Freshservice Freshworks	OpenText Service Management Aviator OpenText
Vivantio View All	Serviceaide 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 IT Management Supported Service Desk 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 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 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	Show More Features IT Management Features Capacity Monitoring Supported Compliance Management Supported Event Logs Supported Hardware Inventory Supported IT Budgeting Supported License Management Supported Patch Management Supported Remote Access Supported Scheduling Supported Software Inventory Supported User Activity Monitoring Supported
Integrations Conectys Supported Help Desk Migration Supported Inserve Supported Jira Work Management Supported Netdata Supported Opsview Supported Shift Supported Workativ Supported Zero Incident Framework Supported openITCOCKPIT Supported View All 10 Integrations	Integrations Conectys Not Supported Help Desk Migration Not Supported Inserve Not Supported Jira Work Management Not Supported Netdata Not Supported Opsview Not Supported Shift Not Supported Workativ Not Supported Zero Incident Framework Not Supported openITCOCKPIT Not Supported
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