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Bugzilla

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Bugzilla vs OTRS: What are the differences?

Introduction:

Bugzilla and OTRS are two popular tools used for issue tracking and ticket management in software development and customer support environments. Both offer unique features and functionalities catering to different organizational needs.

User Interface: Bugzilla has a straightforward and simple user interface, making it easy for developers to log and track issues. In contrast, OTRS has a more complex interface designed for handling various types of tickets including IT service requests, inquiries, and complaints with more customization options.
Workflow Automation: Bugzilla primarily focuses on issue tracking and bug management, with limited workflow automation capabilities. OTRS, on the other hand, offers robust workflow automation features, allowing users to create custom workflows for ticket routing, escalation, and notifications.
Customization Options: Bugzilla provides basic customization options for fields, statuses, and workflows but lacks extensive customization capabilities. OTRS, however, offers a wide range of customization options, including ticket templates, dynamic fields, and process automation rules.
Integration Capabilities: Bugzilla offers integration with version control systems like Git and SVN, as well as project management tools like Jira. OTRS, on the other hand, integrates seamlessly with CRM systems, email clients, and knowledge bases for comprehensive ticket management.
Support for Communication Channels: Bugzilla is primarily focused on issue tracking within the development team and lacks built-in support for communication channels like email, phone, and chat. OTRS, on the contrary, supports multiple communication channels, making it ideal for customer support and IT service management.

In Summary, Bugzilla is more suited for software development teams focusing on issue tracking, while OTRS is tailored for organizations requiring comprehensive ticket management with workflow automation and customization options.

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What is Bugzilla?

Bugzilla is a "Defect Tracking System" or "Bug-Tracking System". Defect Tracking Systems allow individual or groups of developers to keep track of outstanding bugs in their product effectively. Most commercial defect-tracking software vendors charge enormous licensing fees. Despite being "free", Bugzilla has many features its expensive counterparts lack.

What is OTRS?

It is a modern, flexible ticket and process management system that allows service management professionals in any industry to keep pace with today’s lightning-fast,results-driven business environment.

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Jobs that mention Bugzilla and OTRS as a desired skillset

Staff Software Engineer, Configuration Management

San Francisco, CA, US; , US

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+10

Sr Systems Engineer, Workday

San Francisco, CA, US; , US

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Technical Support Engineer

Postman

Boston/ NYC, United States

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+11

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What companies use Bugzilla?

What companies use OTRS?

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What tools integrate with Bugzilla?

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What are some alternatives to Bugzilla and OTRS?

Jira

Jira's secret sauce is the way it simplifies the complexities of software development into manageable units of work. Jira comes out-of-the-box with everything agile teams need to ship value to customers faster.

Redmine

Redmine is a flexible project management web application. Written using the Ruby on Rails framework, it is cross-platform and cross-database.

FogBugz

FogBugz tracks bugs, issues, and customer support tickets through every stage of the development process. We built it to be quick and easy to use, so that your developers will actually use it. Over 20,000 teams from the world's best software companies use FogBugz because it keeps their developers productive and happy.

GitLab

GitLab offers git repository management, code reviews, issue tracking, activity feeds and wikis. Enterprises install GitLab on-premise and connect it with LDAP and Active Directory servers for secure authentication and authorization. A single GitLab server can handle more than 25,000 users but it is also possible to create a high availability setup with multiple active servers.

Mantis

It is a free web-based bug tracking system. It provides a delicate balance between simplicity and power. Users are able to get started in minutes and start managing their projects while collaborating with their teammates and clients effectively.

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Bugzilla vs OTRS

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Bugzilla vs OTRS: What are the differences?

Pros of Bugzilla

Pros of OTRS

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What is Bugzilla?

What is OTRS?

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What companies use Bugzilla?

What companies use OTRS?

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What tools integrate with Bugzilla?

What tools integrate with OTRS?

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