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
ratings
Add a review See all

reviews
Startup Price
vs
Samanage IT
Service Desk &
Asset
Management
2.0
1 rating
5.0
ratings

reviews

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
Additional Information
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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
2/10
9/5/2014
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
3/10
9/5/2014
Support Costs
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
4/10
9/5/2014
Features

Asset Management
Asset Management
Asset Management
Asset Management
Automated Password
Reset
Automated Password
Reset
Automated Password
Reset
Automated Password
Reset
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
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
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
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
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
5/10
9/5/2014
Integration Features
Request Tracking
Modes
Languages
Supported

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)
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
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
6/10
9/5/2014
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
99,999
7/10
9/5/2014
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
enjoy@otrs.com
rtusers@lists.bestpractical.com
sales@samanage.com
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

reviews

reviews

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 Zoiln
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
8/10
9/5/2014
GLPI
vs
OTRS
vs
Request Tracker
vs
Samanage IT
Service Desk &
Asset Management
Partner
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GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Dynamics CRM - Microsoft

SOFTWARE HELP DESK SIDE-BY-SIDE

Add a review See all

Add a review See all

Add a review See all

Client Server Price

Web Hosted Price (1

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Samanage IT Service Desk

Best Practical Solutions,

Samanage IT Service Desk

Initial Release Year

NASA, IBM, Kentucky Fried

Show 5 more in common

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Client Server Price

Client Server Price

Web Hosted Price (1

Web Hosted Price (3

Monthly Hosted Fee

Annual Hosted Fee

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Q&A Support for RT -US$100 monthly

Included with subscription.

up to 10,000 tickets per

Managed OTRS Silver:

Initial Setup Fee: $1,999

All service management and

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Billing and Invoicing

Billing and Invoicing

Billing and Invoicing

Billing and Invoicing

Remote Control Access

Remote Control Access

Remote Control Access

Self Service Portal

Self Service Portal

Self Service Portal

Show 4 more in common

Normal business hours

Online self serve

Normal business hours

Normal business hours

Normal business hours

Online self serve

Online self serve

Online self serve

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Show 4 more in common

GLPI vs OTRS vs Request Tracker - Help Desk Comparison

Windows Home Server

Windows Home Server

Windows Home Server

Windows Home Server

Windows Home Server

Windows Home Server

Windows Server 2000

Windows Server 2000

Windows Server 2000

Windows Server 2003