---
description: Compare OTRS vs Zammad regarding their features, reviews, pricing, specifications, screenshots & more.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png
title: OTRS vs Zammad Comparison
---

Breadcrumb: [Home](/) > [Manufacturing CRM Software](/directory/3825/manufacturing/software) > [OTRS \<span\>vs\</span\> Zammad](https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad)

# Compare OTRS vs Zammad

Canonical: https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad

> Detailed comparison between OTRS and Zammad. Check ratings, reviews, pricing, and features to make the best decision for your business.

-----

## At a Glance

| Metric | OTRS | Zammad |
| **Overall rating** | 4.4/5 | 4.6/5 |
| **Total Reviews** | 96 | 7 |
| **Starting Price** | - | US$5.80 |
| **Free Trial** | No | Yes |
| **Free Version** | No | Yes |
| **Deployment** | Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) | Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Chromebook (Desktop) |
| **Support** | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| **Training** | In Person, Live Online, Webinars, Documentation, Videos | In Person, Live Online, Webinars, Documentation, Videos |

## Key features

### OTRS

- API
- Access Controls/Permissions
- Activity Dashboard
- Alerts/Escalation
- Automated Routing
- Customer Database
- Customisable Branding
- Data Import/Export
- Email Templates
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Third-Party Integrations
- Ticket Management
- Workflow Management

### Zammad

- API
- Access Controls/Permissions
- Activity Dashboard
- Alerts/Escalation
- Automated Routing
- Customer Database
- Customisable Branding
- Data Import/Export
- Email Templates
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Third-Party Integrations
- Ticket Management
- Workflow Management

## Links

- [View OTRS Profile](https://www.softwareadvice.co.nz/software/75465/otrs)
- [View Zammad Profile](https://www.softwareadvice.co.nz/software/249664/zammad)
- [View Original Comparison](https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad)

-----

## Structured Data

<script type="application/ld+json">
  {"@context":"https://schema.org","@graph":[{"name":"OTRS vs Zammad Comparison","description":"Compare OTRS vs Zammad regarding their features, reviews, pricing, specifications, screenshots & more.","url":"https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad","about":[{"@id":"https://www.softwareadvice.co.nz/software/75465/otrs#software"},{"@id":"https://www.softwareadvice.co.nz/software/249664/zammad#software"}],"breadcrumb":{"@id":"https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad#breadcrumblist"},"@id":"https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad#webpage","@type":["WebPage","CollectionPage"],"isPartOf":{"@id":"https://www.softwareadvice.co.nz/#website"},"publisher":{"@id":"https://www.softwareadvice.co.nz/#organization"},"inLanguage":"en-NZ"},{"name":"OTRS","description":"OTRS help desk is a service management solution that connects teams and businesses with customers through structured communication, automated workflows, comprehensive customer, equipment, asset and location data (CMDB), detailed reporting, an extensive knowledge base and multi-channel communication.\n\nOTRS enhances satisfaction in any area of business, such as IT, customer support, security, HR or the office. The solution offers a wide array of features designed to enhance efficiency and streamline operations. It allows teams to create custom service catalogs, categorize customers, and generate tailored reports, ensuring that specific needs are met with precision. Additionally, communication is automated both internally and externally, facilitating seamless interactions with coworkers and customers. \n\nOTRS includes built-in role and authorization management tools, enabling the assignment of tickets to the appropriate individuals and teams. Multiple reports can be generated to analyze the performance of individuals, teams, or assets, providing valuable insights for continuous improvement. Workflow automation tools further enhance productivity, while service level agreements (SLAs), escalation management, and a comprehensive CMDB ensure that service delivery is both timely and effective. Additionally, the use of calendaring keeps resources organized and on task, promoting a structured and efficient work environment.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/1472d8b5-bb8b-4938-a37e-f28d1fd385e2.jpeg","url":"https://www.softwareadvice.co.nz/software/75465/otrs","@id":"https://www.softwareadvice.co.nz/software/75465/otrs#software","@type":"SoftwareApplication","applicationCategory":"BusinessApplication","publisher":{"@id":"https://www.softwareadvice.co.nz/#organization"},"aggregateRating":{"@type":"AggregateRating","bestRating":5,"ratingCount":96,"ratingValue":4.4},"operatingSystem":"Cloud, Windows on premise, Linux on premise, Android, Platform ios, Platform ipad"},{"name":"Zammad","description":"Zammad is a web-based open-source helpdesk and customer service software designed for companies of all sizes across many industries.\n\nZammad offers key features like ticket management, autosave, full-text search, template creation, external authentication, time recording, smart chat, reporting, and more. Users can create tickets via email, web forms, chat, or phone. Emails are automatically linked to the appropriate tickets. Agents can set up saved replies, tags, and macros to streamline response times. The knowledge base allows administrators to provide customers with answers to common questions. The reporting provides managers insights into ticket volumes, response times, and agent workloads.\n\nZammad works on all major operating systems and is mobile-friendly for agents on the go. Zammad’s open application programming interface (API) also allows for integration with third-party applications and uses technologies such as WebApp/HTML5, WebSockets, and REST in the front end, while the back end works with Ruby on Rails.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/ee20c9b9-5e8f-438c-8905-c06bfc7532f7.png","url":"https://www.softwareadvice.co.nz/software/249664/zammad","@id":"https://www.softwareadvice.co.nz/software/249664/zammad#software","@type":"SoftwareApplication","applicationCategory":"BusinessApplication","publisher":{"@id":"https://www.softwareadvice.co.nz/#organization"},"aggregateRating":{"@type":"AggregateRating","bestRating":5,"ratingCount":7,"ratingValue":4.6},"offers":{"price":"5.8","@type":"Offer","priceCurrency":"USD"},"operatingSystem":"Cloud, Apple, Windows, Linux, Windows on premise, Linux on premise, Chrome"},{"@id":"https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad#breadcrumblist","@type":"BreadcrumbList","itemListElement":[{"name":"Home","position":1,"item":"/","@type":"ListItem"},{"name":"Manufacturing CRM Software","position":2,"item":"/directory/3825/manufacturing/software","@type":"ListItem"},{"name":"OTRS vs Zammad","position":3,"item":"https://www.softwareadvice.co.nz/compare/75465/249664/otrs/vs/zammad","@type":"ListItem"}]}]}
</script>