---
description: Our free tool can help you get a quick and detailed side-by-side comparison for OTRS vs ServiceNow Customer Service Management. Learn more about each of these software and make the best decision for your business.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png
title: OTRS vs ServiceNow Customer Service Management Comparison | GetApp New Zealand 2026
---

Breadcrumb: [Home](/) > [Remote Work Software](/directory/1699/remote-work/software) > [OTRS \<span\>vs\</span\> ServiceNow Customer Service Management](https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management)

# Compare OTRS vs ServiceNow Customer Service Management

Canonical: https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management

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

-----

## At a Glance

| Metric | OTRS | ServiceNow Customer Service Management |
| **Overall rating** | 4.4/5 | 4.4/5 |
| **Total Reviews** | 96 | 151 |
| **Starting Price** | - | - |
| **Free Trial** | No | - |
| **Free Version** | No | No |
| **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), Android (Mobile), iPhone (Mobile), iPad (Mobile) |
| **Support** | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat | Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat |
| **Training** | In Person, Live Online, Webinars, Documentation, Videos | In Person, Live Online, Webinars, Documentation, Videos |

## Key features

### OTRS

- API
- Chat/Messaging
- Commenting/Notes
- Configurable Workflow
- Customer Database
- Full Text Search
- Help Desk Management
- Issue Management
- Key Performance Indicators
- Multi-Channel Communication
- No-Code
- Performance Metrics
- Prioritisation
- Real-Time Data
- Real-Time Reporting
- Reporting/Analytics
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

### ServiceNow Customer Service Management

- API
- Chat/Messaging
- Commenting/Notes
- Configurable Workflow
- Customer Database
- Full Text Search
- Help Desk Management
- Issue Management
- Key Performance Indicators
- Multi-Channel Communication
- No-Code
- Performance Metrics
- Prioritisation
- Real-Time Data
- Real-Time Reporting
- Reporting/Analytics
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

## Links

- [View OTRS Profile](https://www.getapp.co.nz/software/102025/otrs)
- [View ServiceNow Customer Service Management Profile](https://www.getapp.co.nz/software/2058097/servicenow-customer-service-management)
- [View Original Comparison](https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management)

-----

## Structured Data

<script type="application/ld+json">
  {"@context":"https://schema.org","@graph":[{"name":"OTRS vs ServiceNow Customer Service Management Comparison | GetApp New Zealand 2026","description":"Our free tool can help you get a quick and detailed side-by-side comparison for OTRS vs ServiceNow Customer Service Management. Learn more about each of these software and make the best decision for your business.","url":"https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management","about":[{"@id":"https://www.getapp.co.nz/software/102025/otrs#software"},{"@id":"https://www.getapp.co.nz/software/2058097/servicenow-customer-service-management#software"}],"breadcrumb":{"@id":"https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management#breadcrumblist"},"@type":["WebPage","CollectionPage"],"@id":"https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management#webpage","isPartOf":{"@id":"https://www.getapp.co.nz/#website"},"inLanguage":"en-NZ","publisher":{"@id":"https://www.getapp.co.nz/#organization"}},{"name":"OTRS","description":"OTRS is a helpdesk software designed to help businesses manage resources, workflows, internal communication processes, customers, service requests, and more on a centralized platform. Administrators can configure access permissions, enabling agents to view client data, document calls using templates, record meetings, respond to emails, and track organizational metrics via the statistics dashboard.\n\nOTRS allows enterprises to execute bulk actions such as updating support tickets in real-time, communicating with clients via email or SMS messages, and ensuring secure transmission of data using a secure socket layer (SSL) protocol. Managers can view assigned tasks or appointments on a calendar, monitor key performance indicators (KPIs), and track the status of service tickets. Supervisors can also export business metrics in PDF, PNG, SVG, CSV, and Microsoft Excel format, add notes to internal communications, and set up automated notifications for recipients.\n\nOTRS enables organizations to split, merge, or archive support tickets, send personalized surveys to customers, and visualize data in the form of bar or line charts. Staff members can utilize the search functionality to browse knowledge base entries, appointments, and tickets using custom filters. The software also facilitates integration with various third-party applications.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/5aeb5a43-b628-45cb-a723-1486204005fa.png","url":"https://www.getapp.co.nz/software/102025/otrs","@type":"SoftwareApplication","@id":"https://www.getapp.co.nz/software/102025/otrs#software","applicationCategory":"BusinessApplication","publisher":{"@id":"https://www.getapp.co.nz/#organization"},"aggregateRating":{"@type":"AggregateRating","ratingValue":4.4,"bestRating":5,"ratingCount":96},"operatingSystem":"Cloud, Windows on premise, Linux on premise, Android, Platform ios, Platform ipad"},{"name":"ServiceNow Customer Service Management","description":"ServiceNow Customer Service Management (CSM) is a cloud-based product that provides organizations with a powerful and comprehensive toolset to manage customer interactions and streamline customer service operations, all while reducing the cost to serve. The platform's architecture is designed to provide seamless integration with existing IT infrastructure, ensuring minimal disruption to existing workflows.\n\nCSM’s primary purpose is to help businesses handle and resolve clients' queries through omni-channel communication, work order assignment, case management, and more. ServiceNow CSM's case management functionality enables agents to manage the entire lifecycle of customer interactions, from initial contact to case closure. This functionality includes a comprehensive set of tools to assign cases, monitor case progress, manage case priority, and track resolution metrics\n\nAnother critical feature of ServiceNow CSM is its ability to provide businesses with actionable analytics through interactive dashboards. The platform's analytics capabilities enable businesses to gain valuable insights into customer behavior, track key performance indicators (KPIs), and identify areas of improvement. The analytics dashboard provides a real-time view of customer service trends, allowing businesses to make data-driven decisions and optimize their customer service operations.\n\nServiceNow CSM's self-service portal is another valuable feature that enables clients to engage on the channel of their choice and raise requests or complaints, create cases, and track the progress of ongoing projects. The portal's intuitive user interface makes it easy for clients to self-serve, reducing the workload of agents, reducing customer effort, and improving customer satisfaction. The platform's Playbooks for CSM module is an advanced feature that allows agents to request information from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This feature enables agents to manage and resolve customer queries more efficiently.\n\nThe platform's order management functionality provides businesses with a comprehensive set of tools to manage the entire order management lifecycle, from order capture to status tracking. ServiceNow CSM's ticket handling and issue resolution features provide businesses with a streamlined approach to manage customer requests and complaints. The field service management functionality enables businesses to manage field service requests and dispatch technicians more efficiently.\n\nAnother critical benefit of ServiceNow platform is its ability to integrate with various third-party applications, including 3CLogic, Adobe, CareAR, Five9, Locus DispatchIQ, and more. The platform's integration capabilities enable businesses to leverage existing software solutions and enhance their customer service operations.\n\nIn conclusion, ServiceNow Customer Service Management is a powerful and comprehensive software product designed to streamline customer service operations and improve customer satisfaction. The platform's features, including case management, interactive dashboards, self-service portal, Playbooks for CSM module, and integration capabilities, make it a valuable tool for businesses looking to strengthen their relationships with customers and reduce the cost to serve.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/06b9eb4a-3659-464f-b4ee-0213a04ca5ff.png","url":"https://www.getapp.co.nz/software/2058097/servicenow-customer-service-management","@type":"SoftwareApplication","@id":"https://www.getapp.co.nz/software/2058097/servicenow-customer-service-management#software","applicationCategory":"BusinessApplication","publisher":{"@id":"https://www.getapp.co.nz/#organization"},"aggregateRating":{"@type":"AggregateRating","ratingValue":4.4,"bestRating":5,"ratingCount":151},"operatingSystem":"Cloud, Apple, Windows, Android, Platform ios, Platform ipad"},{"@type":"BreadcrumbList","itemListElement":[{"name":"Home","position":1,"item":"/","@type":"ListItem"},{"name":"Remote Work Software","position":2,"item":"/directory/1699/remote-work/software","@type":"ListItem"},{"name":"OTRS vs ServiceNow Customer Service Management","position":3,"item":"https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management","@type":"ListItem"}],"@id":"https://www.getapp.co.nz/compare/102025/2058097/otrs/vs/servicenow-customer-service-management#breadcrumblist"}]}
</script>