💬 Customer Support Systems

OTRS

Enterprise-grade service management platform with ITIL and ITSM capabilities. Powerful workflow engine, change management, and configuration database for complex organizations.

Enterprise ITSM

Zammad

Modern, beautiful helpdesk with real-time updates and intuitive interface. Multi-channel support including email, chat, phone, and social media for seamless customer engagement.

Modern UI

osTicket

Lightweight, easy-to-deploy ticketing system perfect for small to medium teams. Simple setup, clean interface, and effective ticket management without complexity.

Easy Setup

FreeScout

Help desk and shared inbox solution inspired by Help Scout. Conversation-based interface with team collaboration, saved replies, and customer management.

Shared Inbox

Request Tracker (RT)

Powerful ticket tracking system from Best Practical. Extensive customization, scriptable automation, and proven stability for high-volume environments.

High Volume

UVdesk

E-commerce-focused helpdesk with marketplace integration. Built-in CRM, knowledge base, and multi-vendor support for online retailers.

E-Commerce

Zendesk vs Zammad

Zendesk: $89/agent/month ($26,700/year for 25 agents)

Zammad: One-time implementation + hosting costs

3-Year Savings: $80,100 (400% ROI)

Save 92%

Freshdesk vs OTRS

Freshdesk: $49/agent/month ($14,700/year for 25 agents)

OTRS: Unlimited agents, enterprise features included

3-Year Savings: $44,100 (300% ROI)

Unlimited Agents

ServiceNow vs OTRS

ServiceNow: $100/agent/month + setup ($30,000/year for 25 agents)

OTRS: Full ITSM capabilities without licensing fees

3-Year Savings: $90,000 (500% ROI)

ITSM Included

1. Process Analysis

Map existing support workflows, SLAs, escalation rules, and reporting requirements to design optimal ticket system configuration.

2. Platform Installation

Professional setup with high-availability configuration, load balancing, SSL certificates, and email server integration for reliable operation.

Secure

3. Integration Setup

Connect with CRM, billing systems, monitoring tools, and business applications. LDAP/SSO authentication for seamless access.

4. Workflow Configuration

Custom ticket queues, routing rules, SLA policies, escalation procedures, and automated responses matching your support processes.

Custom Workflows

5. Data Migration

Migrate historical tickets, customer data, and knowledge base from existing systems. Preserve ticket history and customer interactions.

6. Agent Training

Comprehensive agent training, supervisor guides, administrator documentation, and ongoing support for successful adoption.

Multi-Channel Support

Unified inbox for email, web forms, phone, live chat, SMS, and social media. Manage all customer interactions from single interface.

Workflow Automation

Automated ticket assignment, routing rules, escalations, and responses. Reduce manual work and improve response times.

Automation

SLA Management

Define and enforce service level agreements with automatic escalations. Track response times, resolution times, and SLA compliance.

Knowledge Base

Integrated self-service portal with searchable articles, FAQs, and documentation. Reduce ticket volume with customer education.

Reporting & Analytics

Detailed reports on ticket volume, response times, agent performance, and customer satisfaction. Data-driven support optimization.

Customer Portal

Self-service customer portal for ticket submission, tracking, and knowledge base access. Branded to match your company identity.

SaaS Company (40 Agents)

Previous: $42,000/year Zendesk with limited integrations

Solution: Zammad with custom CRM and billing integration

Result: $126,000 saved over 3 years, improved efficiency

University IT (30 Agents)

Previous: $36,000/year ServiceNow with add-on fees

Solution: OTRS with LDAP integration and student portal

Result: $108,000 saved, better student satisfaction

E-Commerce Retailer (20 Agents)

Previous: $18,000/year Freshdesk with marketplace limitations

Solution: osTicket with Shopify integration and order tracking

Result: $54,000 saved, seamless order support