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Compare Freshdesk and osTicket 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (56.8% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,619)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansosTicket
Star Rating
(44)4.4 out of 5
Market Segments
Small-Business (56.8% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, highlighting its clean interface and strong automation features. Users appreciate how the ticket management and SLA tracking help teams stay organized and respond efficiently to customer inquiries.
- According to verified reviews, osTicket is recognized for its simplicity, making it a great first point of contact for managing customer requests. Users find it easy to filter and assign tickets, which helps streamline the workflow within their organizations.
- Users say that Freshdesk's implementation process is notably quick and intuitive, with many praising the shared inbox feature that prevents ticket duplication and ensures nothing gets overlooked. This aspect significantly boosts productivity for teams handling multiple requests.
- Reviewers mention that while osTicket is user-friendly, it may lack some advanced features that Freshdesk offers, such as comprehensive multi-channel support. This can limit osTicket's effectiveness for teams needing to manage inquiries from various platforms.
- G2 reviewers highlight Freshdesk's superior quality of support, with users noting that the assistance provided is responsive and helpful. In contrast, osTicket users have expressed concerns about the quality of support, indicating it may not meet their expectations as effectively.
- According to recent feedback, Freshdesk's automation capabilities are a standout feature, allowing teams to handle tickets more efficiently. Users appreciate how these features enhance productivity, while osTicket, although easy to use, may not offer the same level of automation to streamline processes.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
osTicket
No pricing availableFree Trial
Freshdesk
Free Trial is available
osTicket
No trial information availableRatings
Meets Requirements
8.6
3,184
8.8
41
Ease of Use
8.8
3,207
8.2
41
Ease of Setup
8.6
2,266
8.0
29
Ease of Admin
8.7
2,154
8.3
29
Quality of Support
8.7
3,082
6.9
27
Has the product been a good partner in doing business?
8.8
2,078
8.4
24
Product Direction (% positive)
8.8
3,159
8.8
39
Features by Category
Ticket and Case Management
8.9
2224
|
Verified
8.6
32
|
Verified
8.8
2231
|
Verified
8.7
32
|
Verified
8.5
2146
|
Verified
8.0
31
|
Verified
8.5
2036
|
Verified
8.4
29
|
Verified
8.3
1800
|
Verified
8.0
24
8.5
2087
|
Verified
7.7
30
8.7
2009
|
Verified
8.3
31
|
Verified
8.2
1373
|
Verified
7.3
17
Generative AI
7.3
331
Not enough data
7.4
328
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
59
Not enough data
Communication Channels
8.6
1923
|
Verified
8.1
24
|
Verified
8.9
2070
|
Verified
9.0
27
8.4
1313
|
Verified
5.3
10
|
Verified
8.0
1193
|
Verified
5.3
10
7.9
940
|
Verified
4.0
7
Platform
8.0
1154
|
Verified
5.4
16
8.1
1662
|
Verified
7.1
23
|
Verified
8.6
1545
|
Verified
8.8
25
|
Verified
8.2
1142
|
Verified
6.8
13
|
Verified
8.0
1864
|
Verified
7.2
26
|
Verified
8.3
1959
|
Verified
7.8
27
|
Verified
Channels
8.3
354
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
256
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
409
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1662
|
Verified
7.1
23
|
Verified
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
548
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Agentic AI - AWS Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and osTicket are categorized as Help Desk
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
osTicket
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Information Technology and Services
22.7%
Education Management
13.6%
Computer Software
11.4%
Telecommunications
4.5%
Retail
4.5%
Other
43.2%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What is ticket support system?
1 Comment
NO
TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. Read more
osTicket has no more discussions with answers
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