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When to choose OTRS Community
- Enterprise-grade open-source
- Highly configurable
- Strong ITSM
- 170k community users
OTRS Community vs Request Tracker
Choosing between OTRS Community and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
Open-sourceITSMEnterpriseOpen-sourcePerlLegacy
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When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between OTRS Community and Request Tracker
| Factor | OTRS Community | Request Tracker |
|---|---|---|
| Best fit | IT and internal service teams | IT and internal service teams |
| Starting price | Free plan / low-cost entry | Free plan / low-cost entry |
| G2-style rating | 4/5 | 4/5 |
| Main focus | ITSM workflows, service requests, and asset-related support | ITSM workflows, service requests, and asset-related support |
| Category | free, itsm | free, itsm |
OTRS Community limitations
- Hard to configure
- Steep learning curve
- Requires technical expertise
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from OTRS Community to Request Tracker or the other way around?
Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.