Managing legacy open-source tools: TOPdesk as an OTRS alternative

As organizations push to improve their IT Service Management (ITSM) processes, many turn to specialized ITSM tools for support.

Open-source ITSM tools are a first stepping stone for many organizations. But as companies grow and IT needs evolve, it becomes clear that these legacy systems are limited in more ways than one.

In this blog, we'll explore the implications of sticking with open-source tools like OTRS Community Edition and explain when modern ITSM solutions like TOPdesk are a better alternative.

When comparing OTRS Community Edition to TOPdesk, OTRS is a solid starting point but lacks in integration, support and scalability. TOPdesk, on the other hand, offers a complete ITSM solution, ideal for more complex ITSM and ESM needs.

What is OTRS?

OTRS (Open Ticket Request System) is an ITSM vendor, offering enterprise-level ITSM solutions. OTRS also has a free, open-source edition that offers basic functionality, which makes it a go-to solution for companies needing a straightforward way to manage IT support tasks. We will focus more specifically on the free version in this blog, which OTRS calls their ‘Community Edition’. This version is no longer supported by OTRS Group, but instead is supported by Znuny as a community-driven project to continue supporting users.

What are disadvantages of OTRS?

OTRS Community Edition and other legacy open-source tools might be appealing at first because of their affordability, but they do pose several challenges:

Maintenance

One significant issue with OTRS is that its maintenance isn't easy and usually relies on a single individual within the organization. For the Community Edition, there is limited support. Customers are dependent on community forums and the availability of documentation. So, when that in-house person leaves the organization, maintaining the system becomes an impossible task.

Technical debt

Technical debt refers to the implied cost of additional work caused by choosing an easy solution now instead of using an approach that's more futureproof Legacy systems like OTRS Community Edition often accumulate technical debt, making future upgrades and maintenance more cumbersome and expensive.

The code quality of open-source software can vary depending on the contributors. So, while some parts might be sophisticated, others might be less reliable or refined.

The OTRS Group also no longer maintains the Community Edition, pushing organizations towards their paid version.

Security risks

Outdated software is a breeding ground for security vulnerabilities. With cyber threats constantly evolving, relying on a system that is not professionally maintained exposes organizations to significant risks. OTRS, and in particular its Community Edition, lacks the strong security features needed to protect sensitive data.

Integration issues

Modern IT ecosystems require easy integration between various tools and platforms. Legacy systems like OTRS Community Edition often face compatibility issues, making it difficult to integrate with newer technologies. This lack of integration can hinder productivity and slow down the flow of information.

Does an open-source tool like OTRS still work for me?

As businesses grow, their ITSM requirements become more complex. OTRS Community Edition, while useful for smaller organizations, often struggles to keep up with the demands of scaling operations.

The lack of scalability, limited customization options and lack of support make it less viable for maturing businesses. This is where considering alternatives like TOPdesk becomes crucial.

Criteria to evaluate your current situation

When considering whether to stick with open-source tooling like OTRS Community Edition or transition to a modern ITSM tool, you should evaluate the following criteria:

• Scalability: can the system grow with my business?
• Support and maintenance: is there reliable support available?
• Security: does it meet modern security standards?
• Integration: can it integrate seamlessly with other tools I use?
• Customization: is it flexible enough to tailor to my needs?

TOPdesk as an OTRS alternative

TOPdesk is a comprehensive ITSM solution designed to help organizations improve their IT processes. It offers a wide range of features, extensive integration possibilities and dedicated local support.

When comparing OTRS Community Edition and TOPdesk, it becomes apparent that while OTRS serves as a solid starting point for organizations, it falls short in areas like integration options, customer support and scalability. TOPdesk, by contrast, delivers a complete ITSM solution, making it better suited to handle more complex ITSM and ESM (Enterprise Service Management) needs.

In-depth comparison of OTRS and TOPdesk

Scalability

OTRS: OTRS can grow alongside your organization, but its adaptability and scalability largely rely on your team's technical expertise to manage customizations.

TOPdesk: TOPdesk is designed to grow with your organization, making it a great option for both mid-sized and larger enterprises. The different pricing packages offered allow you to add more features or departments at a later time, so you can scale up when you’re ready.

Integration capabilities

OTRS: Integration with other tools and platforms can be a complex process with OTRS. It may require custom development work and can pose compatibility issues.

TOPdesk: TOPdesk offers easy integrations with a wide range of modern tools and platforms. This ensures that your ITSM processes can communicate effortlessly with other systems, improving overall efficiency.

Customer support

OTRS: Customer service and support for OTRS Community Edition can be limited, and users often have to rely on community support.

TOPdesk: TOPdesk has great customer support and consultancy services, ensuring you get the help you need to maximize the tool’s potential. Our out-of-the-box tool is designed for easy implementation, so you can be up and running in no time.

Customization options

OTRS: While OTRS Community Edition allows for customization, it often requires deep technical knowledge and a significant time investment. Customization can be challenging without professional consultancy, which isn't offered for OTRS Community Edition.

TOPdesk: TOPdesk provides user-friendly customization options. Users can easily tailor the system to their specific requirements without needing advanced technical skills. This flexibility ensures that the tool evolves with your business needs.

Pricing

OTRS: While there's no initial investment required with OTRS Community Edition, the total cost of ownership can rise rapidly due to accumulated technical debt and the need for in-house experts to improve and develop the tool.

TOPdesk: TOPdesk's pricing structure is clear and transparent. While it may have a higher entry cost compared to the open-source OTRS Community Edition, the total cost of ownership is often lower in the long run due to included support, ongoing updates and scalability.

Explore TOPdesk as an ITSM solution

Open-source tools like OTRS Community Edition have played a crucial role in helping organizations manage their IT and customer support needs. But growing businesses with evolving ITSM needs require more than that. Limited scalability, customization challenges and reliance on community support can create roadblocks that slow down your progress.

TOPdesk, in contrast, offers a full-featured ITSM solution designed to grow with your business. Check out our software page to find out what TOPdesk's ITSM software can do for you.