# OTRS: how AI models rank it, November 2026

Gane Index, November 2026 Edition. Named in 2 judge labels across 2 categories by 2 of 14 models. Page: https://www.gane.ai/index/it/vendors/otrs

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| [Incident management and on-call](https://www.gane.ai/index/it/operations/incident-management-and-on-call/index.md) | 0% | 65 | 100% | 1 |
| [IT service management](https://www.gane.ai/index/it/operations/it-service-management/index.md) | 0% | 29 | 0% | 1 |

## What the models said for it

- "Need ITIL compliance on $0 | GLPI or OTRS" (Kimi K2, ITSM)

## And against it

- "Heavier setup; older UI; more suited for larger IT teams" (GLM 4.7 FlashX, Incidents)

## By model

| Model | First choice | Alternative | Mention | Warning | Labels |
|---|---|---|---|---|---|
| Claude Haiku 4.5 | 0 | 0 | 0 | 0 | 0 |
| GPT-5.4 mini | 0 | 0 | 0 | 0 | 0 |
| Gemini 3.5 Flash | 0 | 0 | 0 | 0 | 0 |
| Perplexity Sonar | 0 | 0 | 0 | 0 | 0 |
| Grok 4.20 | 0 | 0 | 0 | 0 | 0 |
| Mistral Small | 0 | 0 | 0 | 0 | 0 |
| DeepSeek V4 Flash | 0 | 0 | 0 | 0 | 0 |
| Llama 4 Maverick | 0 | 0 | 0 | 0 | 0 |
| Qwen 3.7 Flash | 0 | 0 | 0 | 0 | 0 |
| Kimi K2 | 0 | 1 | 0 | 0 | 1 |
| GLM 4.7 FlashX | 0 | 0 | 0 | 1 | 1 |
| MiniMax M2.5 | 0 | 0 | 0 | 0 | 0 |
| GPT-6 Luna | 0 | 0 | 0 | 0 | 0 |
| Muse Glimmer 30B | 0 | 0 | 0 | 0 | 0 |

## Sources returned with these answers

The sites and pages cited by the answers that named OTRS, from 3 of the 3 answers that named it (only the models that return a source list).

### Domains cited

- capterra.com: 2
- getapp.com: 2
- ones.com: 2
- alloysoftware.com: 1
- apistatuscheck.com: 1
- atlassian.com: 1
- blog.invgate.com: 1
- community.spiceworks.com: 1
- desk365.io: 1
- incident.io: 1

### Pages cited

- https://alloysoftware.com/blog/best-itsm-platforms-for-small-business: 1
- https://apistatuscheck.com/blog/best-incident-management-software-2026: 1
- https://atlassian.com/software/jira/service-management/comparison/jira-service-management-vs-freshservice: 1
- https://blog.invgate.com/best-itsm-software-for-small-business: 1
- https://capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management: 1
- https://capterra.com/incident-management-software/s/free: 1
- https://community.spiceworks.com/t/in-a-bit-of-an-itsm-dilemma-advice-needed/1077986: 1
- https://desk365.io/blog/best-itsm-tools: 1

## In its own words

What OTRS's own pages state, read 2026-10-05. Stated by the vendor, not checked by the index.

- Positioning: OTRS is a flexible and customizable service management platform (https://otrs.com/)
- For: companies of any size (https://otrs.com/)
- Free plan or trial: Want to try OTRS for free? Let us know, and we’ll set up a trial instance for you. (https://otrs.com/)
- Customers named: LaSuB, SIEVERS-GROUP, DLRG, Avendoo ® by Magh und Boppert GmbH, ecotel communication ag

## What it publishes

Every page otrs.com exposes, read 2026-09-29: 6997 addresses. By kind, pages and the last 90 days:

- blog: 431 pages, 9 in the last 90 days, latest 2026-09-21
- case study: 48 pages, 0 in the last 90 days, latest 2026-06-23
- webinar or virtual event: 12 pages, 0 in the last 90 days, latest 2026-06-17
- conference or event: 84 pages, 0 in the last 90 days, latest 2025-02-25
- comparison: 11 pages, 2 in the last 90 days, latest 2026-09-15
- glossary or explainer: 4020 pages, 0 in the last 90 days, latest 2026-04-21
- podcast or video: 20 pages, 0 in the last 90 days, latest undated
- news or press: 1 pages, 0 in the last 90 days, latest undated
- Recent: 2026-09-21 blog: Experience management https://otrs.com/blog/customer-service/experience-management
- Recent: 2026-09-15 comparison: Ai agents vs chatbots https://otrs.com/blog/ai-automation/ai-agents-vs-chatbots
- Recent: 2026-09-09 blog: Agentic ai https://otrs.com/blog/ai-automation/agentic-ai
- Recent: 2026-09-07 blog: Service experience platforms sxp https://otrs.com/blog/customer-service/service-experience-platforms-sxp
- Recent: 2026-08-28 blog: It budget and business value https://otrs.com/blog/it-budget/it-budget-and-business-value
- Recent: 2026-08-24 blog: Hyper automation https://otrs.com/blog/ai-automation/hyper-automation

## Record

- Method: https://www.gane.ai/index/it/methodology
- License: CC BY 4.0. Cite as Gane Index, November 2026 Edition, www.gane.ai/index/it.