GLPI vs OTRS
GLPI
glpi-project.orgOTRS
otrs.comSide by side
| Figure | GLPI | OTRS |
|---|---|---|
| Price from | €19/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | Yes | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 13 | 1 |
| Spec score · IT Service Catalog Software | 9.2 (#1) | 7.3 (#16) |
| Spec score · IT Service Management - Enterprise Software | 9.3 (#1) | 7.4 (#14) |
| Spec score · IT Change Management Software | 9.2 (#2) | 7.3 (#29) |
| Spec score · IT Knowledge Base Software | 9.1 (#3) | 7.3 (#49) |
| Spec score · CMDB Software | 9.0 (#3) | 7.3 (#30) |
| Spec score · IT SLA Management Software | 9.1 (#4) | 7.4 (#33) |
| Spec score · IT Service Management - Midmarket Software | 9.2 (#2) | 7.4 (#16) |
| Spec score · IT Problem Management Software | 9.1 (#4) | 7.4 (#27) |
| Spec score · IT Ticketing Systems | 9.2 (#4) | 7.4 (#21) |
| API | GLPI provides a legacy REST API, a newer high-level API with OAuth2 grants, Swagger documentation and a GraphQL wrapper. | OTRS documents a REST API for incoming REST calls, and web services must be configured for each system. |
| Purpose | GLPI is an IT management platform with helpdesk, asset inventory, and service management features. | OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. |
Plans
GLPI
- Public Cloud€19 a month
- Private Cloud€21 a month
- CustomPrice not published
- GLPI Network Basic€100 a month
- Self-hosted Basic€100 a month
- GLPI Network Standard€300 a month
- Self-hosted Standard€300 a month
- GLPI Network Advanced€1,000 a month
- Self-hosted Advanced€1,000 a month
- GLPI Network Enterprise€4,500 a month
In their own words
GLPI
GLPI is an IT management platform for helpdesk tickets, asset inventory, and service management. Users can create incident or request tickets and assign them to a group, profile, or individual. Its service workflows include problem and change management, planning, recurring tickets, statistics, and custom forms. Asset records cover hardware, software and licenses, network equipment, certificates, domains, clusters, and databases. Other tools include project workflows with Gantt or Kanban views, a knowledge base, reservations, reports, and saved searches. GLPI offers eight profile types and standard or self-service interfaces; its self-service interface is free for end users. Organizations can choose cloud or on-premise deployment. The public-cloud offer has a 45-day trial without obligation or a credit card. Public Cloud costs €19 a month per IT agent, with one billed agent minimum; Private Cloud costs €21 a month per agent and requires at least 25 billed agents. The FAQ says on-premise GLPI has no licensing fees or limit on users or technicians.
OTRS
OTRS is help desk and IT service management software for customer service, IT service management, and corporate security. It organizes work as tickets in queues and gives external users a portal for creating and managing requests, using a service catalog, and consulting a knowledge base. Generic Agent jobs, process management, and postmaster filters automate tasks and incoming email handling. A documented REST API accepts incoming calls, while web services require configuration for each system. The SAP Solution Manager Connector supports two-way communication and ticket synchronization, but requires SAP Solution Manager. OTRS is available as managed cloud service or on-premises software, with hybrid deployment listed. It runs on Linux, not Microsoft Windows, and needs a bare-metal server or virtual machine; containerized environments are unsupported. Agent apps for Android and iOS support multiple accounts and two-factor authentication methods. Pricing is on request, there is no free plan, and packages are named Silver, Gold, Titanium, and Platinum.