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 OTRS
vs
Request Tracker
vs
Samanage IT
Service Desk &
Asset
Management
vs
Partner
User Rating
4.5
4
ratings
Add a review See all
reviews
2.0
1 rating
reviews
5.0
4
ratings
reviews
Startup Price
$0 $29 $0
Client Server Price
(1 Year)

$0 $0
Web Hosted Price (1
Year)

$0
$15,000
Additional Information
Learn More
Compare Pricing Compare Pricing Compare Pricing
Price
Demo
x
HOME SOFTWARE HELP DESK SIDE-BY-SIDE
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
(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.
Learn More
Price
Demo
Features
Compare
Features
GLPI OTRS vs
Request
Tracker
vs
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 a
Service)
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 enjoy@otrs.com rt-
users@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
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
tteteteetettttttttttttttttttttttttttttttttttttttttt
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
Post Review
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GLPI OTRS
vs
Request Tracker
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Samanage IT
Service Desk &
Asset Management
vs
Partner
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9/5/2014 GLPI vs OTRS vs Request Tracker - Help Desk Comparison

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