| Audyense Score | 29AS*Low | 59AS*Fair |
| Positioning | Splashtop Remote Support is a remote desktop solution perfect for helpdesks, IT professionals, and MSPs (Managed Service Providers). | Open-source helpdesk you can self-host or run in the cloud |
| Free tier | Yes | Yes |
| Deployment | Cloud / SaaS | Cloud / SaaS, On-premise |
| Best fit | Startup, SMB, Mid-market | Startup, SMB, Mid-market, Enterprise |
| Pricing plans | - Free or entry planFree
- Higher tiersCustom pricing
| - Community (self-hosted)Free
- Starter v2 (hosted)€7
- Professional v2 (hosted)€16
- Plus v2 (hosted)€25
- Business (self-hosted support)€2,999
- Enterprise (self-hosted support)€5,999
- Corporation (self-hosted support)€9,999
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| Access From Any Device | YesDocumented in the independently researched profile. | — |
| Easy Deployment | YesDocumented in the independently researched profile. | — |
| Create And Send Deployment Package | YesDocumented in the independently researched profile. | — |
| Automatically Install And Deploy To Group Of Computers | YesDocumented in the independently researched profile. | — |
| High Performance | YesDocumented in the independently researched profile. | — |
| Attended And Unattended Remote Support | YesDocumented in the independently researched profile. | — |
| Group Computers | YesDocumented in the independently researched profile. | — |
| User Managment | YesDocumented in the independently researched profile. | — |
| Resell Remote Access | YesDocumented in the independently researched profile. | — |
| Robust Security | YesDocumented in the independently researched profile. | — |
| Remote Print | YesDocumented in the independently researched profile. | — |
| Chat While In Remote Sessions | YesDocumented in the independently researched profile. | — |
| Remote Wake Computers | YesDocumented in the independently researched profile. | — |
| File transfer | YesDocumented in the independently researched profile. | — |
| Shared inbox & ticketing | — | YesShared ticket queue with group tree structure, permissions, saved 'Overviews', mentions/watch and editing-conflict warnings. |
| Live chat & messaging | — | YesBuilt-in web chat widget; on hosted plans chat starts at Professional v2, not Starter. |
| Omnichannel support | — | YesEmail, web form, SMS, chat, Telegram, WhatsApp Business, Facebook and phone/CTI. Channel availability is tiered on hosted plans; all channels only on Plus v2. |
| Knowledge base & help center | — | YesMultilingual knowledge base; hosted Professional v2 is monolingual, multilingual requires Plus v2. |
| Automation & macros | — | YesTriggers, scheduler jobs, macros, text modules and Core Workflows (Core Workflows on hosted require Plus v2). |
| SLA management | — | YesSLAs and escalations with business hours; on hosted plans available from Professional v2 upward. |
| CSAT & satisfaction surveys | — | PartialNo native automated CSAT survey; satisfaction ratings can be built via a custom ticket attribute plus Core Workflows and triggers. |
| Reporting & dashboards | — | PartialDashboard and admin-configurable Report Profiles exist, but reviewers describe analytics as shallow; deeper analysis is pushed to Grafana or Kibana. |
| AI features | — | YesZammad 7.0 added AI Ticket Summary, AI Writing Assistant and AI Agents; offered as an optional add-on, with local LLMs such as Ollama supported. |
| Public API | — | YesDocumented REST API plus webhooks; migrators exist for OTRS, Freshdesk and Zendesk. |
| Integrations verified | — | — |
| Aggregate rating | 8.9 · No reviews yet | 4.6 · 7 reviews |
| Integrations | — | Microsoft 365Microsoft ExchangeMicrosoft TeamsLDAP / Active DirectoryGitHubGitLab+12 more |
| Security & compliance | — | GDPRISO 27001 |
| Pros | - +Independent review documents a concrete business workflow
- +Documented capability: Access From Any Device
- +Documented capability: Easy Deployment
- +Documented capability: Create And Send Deployment Package
- +Documented capability: Automatically Install And Deploy To Group Of Computers
| - +Modern, intuitive agent interface that reviewers repeatedly rate as easier to onboard than legacy systems such as OTRS
- +Free self-hosted open-source edition with no per-agent licensing; Capterra reviewers scored Value for Money 5.0 out of 5
- +Genuine multi-channel consolidation — email, chat, SMS and social channels land in one queue rather than separate tools
- +Strong automation (triggers, schedulers, macros, Core Workflows) plus LDAP/Active Directory integration and a documented REST API
|
| Cons | - −Pricing and usage limits should be checked against the exact plan
- −Implementation effort depends on the team's data and process maturity
- −Reported outcomes should be validated with the buyer's own data
| - −Built-in reporting and analytics lack depth; custom reports take extra effort and deeper analysis is typically pushed to Grafana or Kibana
- −Self-hosting footprint is substantial — PostgreSQL, Elasticsearch, Redis and a Ruby stack that fewer technicians can debug
- −Performance degrades as ticket volume grows, per multiple reviewers
- −Customer-facing portal is less polished than commercial rivals, and search syntax requires expertise to retrieve historical tickets efficiently
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Audyense