GLPI vs OTRS vs Request Tracker - Help Desk Comparison

9/5/2014 GLPI vs OTRS vs Request Tracker - Help Desk Comparison

http://help-desk-software.findthebest.com/compare/4-13-15/GLPI-vs-OTRS-vs-Request-Tracker 1/10

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GLPI OTRSvs Request Trackervs

Samanage IT

Service Desk &

Asset

Management

vs

Partner

User Rating 4.5 4ratings

Add a review See all

reviews

2.0 1 rating


reviews

5.0 4ratings


reviews

Startup Price

$0 $29 $0

Client Server Price

(1 Year)

$0 $0

Web Hosted Price (1

Year)

$0 $15,000

Additional Information

Learn MoreCompare Pricing Compare Pricing Compare Pricing

Price

Demo

x

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Additional Information


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(bestpractical.com)

Samanage IT Service Desk

& Asset Management

(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

Government

Legal

Media

Retail

Finance

Government

Legal

Media

Retail

Finance

Government

Legal

Media

Retail

Education

Entertainment

Finance

Government

Legal

Media

Other

Retail

Service

Software

Show 5 more in common



Pricing

Startup Price

$0 $29 $0

Client Server Price

(1 Year)

$0 $0

Client Server Price

(3 Year)

$0 $0

Web Hosted Price (1

Year)

$0 $15,000

Web Hosted Price (3

Year)

$45,000

Monthly Hosted Fee

$1,250

Annual Hosted Fee $15,000

Free Trial



Support Costs Included Q&A Support for RT --US$100 monthly

Bronze Support for RT --

US$395 monthly

For companies processing

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

Included with subscription.

Add-On Pricing Managed OTRS Silver:Initial Setup Fee: $1,999

Managed OTRS Gold: Initial

Setup Fee: -

All service management and

asset management

applications provided by

Samanage are included with

subscription. Additional cost

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

Compare

FeaturesGLPI OTRSvs

Request

Trackervs

Samanage IT

Service Desk

& Asset

Management

vs

Partner

x

TOP



Features

Show More

Asset Management

Automated Password

Reset

Billing and Invoicing

Change Management

Contract Management

Customer Survey

ITIL Compliant

Knowledge Base/FAQ

Mobile Integration

Multi-Site Support

Remote Control Access

Rules/Workflows

Scheduling

Self Service Portal

Service Level

Agreements

Asset Management

Automated Password

Reset


Change Management

Contract Management

Customer Survey

ITIL Compliant

Knowledge Base/FAQ

Mobile Integration

Multi-Site Support


Rules/Workflows

Scheduling

Self Service Portal

Service Level

Agreements

Asset Management

Automated Password

Reset


Change Management

Contract Management

Customer Survey

ITIL Compliant

Knowledge Base/FAQ

Mobile Integration

Multi-Site Support


Rules/Workflows

Scheduling

Self Service Portal

Service Level

Agreements

Asset Management

Automated Password

Reset


Change Management

Contract Management

Customer Survey

Email Integration

Incident, Problem, or

Request Management

ITIL Compliant

Knowledge Base/FAQ

LDAP/Active Directory

Synchronization


Support Features

Show More

24/7

Blog

Email

FAQ

Forums

Help Desk

Instructional Videos

Knowledge base

Live chat

Mailing List

Normal business hours

On-site

Online self serve

Owner's/User Manual

Phone

Recorded demos

Request form

System upgrades

Webinars

Wiki

24/7

Blog

Email

FAQ

Forums

Help Desk


Knowledge base

Live chat

Mailing List


On-site

Online self serve

Owner's/User Manual

Phone

Recorded demos

Request form

System upgrades

Webinars

Wiki

24/7

Blog

Email

FAQ

Forums

Help Desk


Knowledge base

Live chat

Mailing List


On-site

Online self serve

Owner's/User Manual

Phone

Recorded demos

Request form

System upgrades

Webinars

Wiki

Email

FAQ

Forums

Help Desk


Knowledge base

Live chat


Online self serve

Phone

Remote Training

Customization

Available

Background

Font

Tables

Templates

Button Images

Fields

Background

Font

Tables

Templates

Button Images

Fields

Background

Font

Tables

Templates

Button Images

Fields

Background

Button Images

Fields

Tables

Templates

More Features



Integration Features CRM

Legacy Systems

API

CRM

Legacy Systems

API

CRM

Legacy Systems

API

API

CRM

Legacy Systems

Request Tracking

Modes

Phone

Email

Self-Service Portal

Phone

Email

Self-Service Portal

Phone

Email

Self-Service Portal

Email

Phone

Self-Service Portal

Languages

Supported

Bulgarian

Chinese (Simplified)

Czech

Danish

Dutch

Finnish

German

Greek

Hungarian

Italian

Japanese

Other

Polish

Portugese

Russian

Swedish

Turkish

Bulgarian


Czech

Danish

Dutch

Finnish

German

Greek

Hungarian

Italian

Japanese

Other

Polish

Portugese

Russian

Swedish

Turkish

Bulgarian


Czech

Danish

Dutch

Finnish

German

Greek

Hungarian

Italian

Japanese

Other

Polish

Portugese

Russian

Swedish

Turkish

English

Portugese

Spanish


Requirements

Deployment Model SaaS (Software as aService)

On Premise / Client

Server

SaaS (Software as a

Service)

On Premise / Client

Server

SaaS (Software as a

Service)

On Premise / Client

Server

SaaS (Software as a

Service)

Client Platform

Show More

Windows

Unix

Online

Mac

Linux

Windows

Unix

Online

Mac

Linux

Windows

Unix

Online

Mac

Linux

Windows

Mac

Unix

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



Server Platform BSD

Mac OS X

Solaris

Windows Home Server

Windows Home Server

2011

Windows Server 2000

Windows Server 2003

Windows Server 2008

Windows Server 2008

R2

Linux

Unix

BSD

Mac OS X

Solaris

Windows Home Server

Windows Home Server

2011

Windows Server 2000

Windows Server 2003

Windows Server 2008

Windows Server 2008

R2

Linux

Unix

BSD

Mac OS X

Solaris

Windows Home Server

Windows Home Server

2011

Windows Server 2000

Windows Server 2003

Windows Server 2008

Windows Server 2008

R2

Linux

Unix

License Subscription (SaaS)

Open Source / Free

Subscription (SaaS)

Open Source / Free

Subscription (SaaS)

Open Source / Free

Subscription (SaaS)

Server Side

Language

MS SQL

Oracle

PostgreSQL

SQL Server

MySQL

MS SQL

Oracle

PostgreSQL

SQL Server

MySQL

MS SQL

Oracle

PostgreSQL

SQL Server

MySQL

MySQL

Implementation

Language

Perl

PHP

Perl

PHP

Perl

PHP

Ruby on Rails

System

Requirements

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

A modern web browser.

Specs

Maximum Number of

Technicians Under

License

1,000 99,999

Unlimited

Technicians



Unlimited End Users

Standard Number of

End Users

2000

Source Code

Available

Company Information

Address 19925 Stevens Creek Blvd. Cupertino, California 95014-

2358

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

Reviews and Ratings

User Reviews

5.0

3.0

julio cesar Vallejos Zoiln

Daniel Gruia

4.5

4 ratings


reviews

Most Recent

yo lo utilizo en la empresa

en donde trabajo y

administro todo el dominio

de la empresa con el GLPI

es genial tiene... Read more

Most Helpful Critical

Well, it is not ITIL unless is

service (not software or

hardware) oriented. An SLA

for each service and CI is

missing... Read more

2.0

hsdutra

2.0

1 ratings


reviews

Most Recent

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Read more

5.0

5.0

Helen-sullivan1

Samanage

5.0

4 ratings


reviews

Most Recent

We have been using

Samanage now for just over

a year.... Read more

Most

Helpful Favorable

Samanage is a real cloud

based service - it is easy to

use, very modern and

everything just works!...

Read more



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GLPI vs OTRS vs Request Tracker - Help Desk Comparison