InvGate Service Desk vs OTRS
InvGate Service Desk
invgate.comOTRS
otrs.comSide by side
| Figure | InvGate Service Desk | OTRS |
|---|---|---|
| Price from | $41.67/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| 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 | 3 | 1 |
| Spec score · IT Service Management - Enterprise Software | 9.2 (#2) | 7.4 (#14) |
| Spec score · IT Knowledge Base Software | 9.0 (#7) | 7.3 (#49) |
| Spec score · IT Service Catalog Software | 9.1 (#3) | 7.3 (#16) |
| Spec score · IT Service Management - Midmarket Software | 9.2 (#3) | 7.4 (#16) |
| Spec score · IT Problem Management Software | 9.1 (#6) | 7.4 (#27) |
| Spec score · IT Change Management Software | 9.0 (#7) | 7.3 (#29) |
| Spec score · IT SLA Management Software | 9.0 (#9) | 7.4 (#33) |
| Spec score · IT Ticketing Systems | 9.2 (#5) | 7.4 (#21) |
| Automation | Automation rules trigger custom actions when request conditions are met. | OTRS includes Generic Agent jobs, process management, and postmaster filters to automate tasks and incoming email handling. |
| Founded | 2009 | 2003 |
| Headquarters | Claymont, Delaware, USA; Buenos Aires, Argentina; Mexico City, Mexico; Barcelona, Spain | Oberursel, Germany |
Plans
InvGate Service Desk
- Pro$500 a year
- Starter$1,499 a year
- Enterprise$12,000 a year
In their own words
InvGate Service Desk
InvGate Service Desk is a service management system for coordinating end-to-end service processes across IT and other departments, including Facilities. It combines ticket management, self-service, knowledge management, analytics, SLAs, change and problem management, automation, gamification and a product catalog. A visual no-code workflow builder supports forms, approvals, conditions, parallel flows, reusable components and external actions. AI Hub can summarize tickets, suggest answers, generate knowledge articles, assist through a virtual service agent and support routing. Connections are available through a REST API and native integrations such as Microsoft Teams, Microsoft Intune, Azure AD/Active Directory, Office 365 and FileWave. Deployment options are SaaS and on-premise. InvGate lists Starter at $1,499 a year for five agents, and Pro at $500 per agent per year, starting at $2,500/year. A 30-day trial is available without a credit card; trial resources include a virtual-machine OVA, a 64-bit Windows installer, and scripts for CentOS and Ubuntu.
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.