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Compare Gorgias vs OTRS ITSM
Overall Rating
Ease of Use
9
0
Customer Support
9
0
Value for Money
9
0
Functionality
9
0
Specifications
Analytics and Reporting
Automated responses and Chatbots
Canned Responses
CRM Integration
Customer Feedback Surveys
Customer Profiles
Email management
Escalation Management
Knowledge base
Live Chat
Omnichannel Support
Queue management
Self-Service Portal
SLA Management
Ticket Management
Pros and Cons
Pros
Monthly webinars focused on updates help users stay informed and prepared for changes
Easy to use, particularly regarding handling support tickets
Seamless Shopify integration
Offers robust automation features
Empowers users through a self-service knowledge portal
High-level process enforcement using a visual design tool
Offers clear visibility into assets and dependencies with CMDB
Cons
Inefficient spam control features
Lacks ticket volume visibility
Complexity sometimes requires technical administration skills
User interface design could benefit from modernization
