Compare Freshdesk and osTicket 
Featured Products
At a Glance
Market Segments
Small-Business (48.7% 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
(3,719)4.4 out of 5
Market Segments
Small-Business (48.7% 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, with a clean interface and easy navigation that make daily support tasks less stressful. Users appreciate the ticket automation and SLA management features, which streamline workflows and enhance efficiency.
- Users say osTicket serves as a solid entry-level solution for organizing customer requests. Reviewers highlight its ease of use, particularly the ability to filter and assign tickets to different teams, making it a practical choice for smaller organizations.
- According to verified reviews, Freshdesk's implementation process is notably quick and intuitive, allowing new hires to start handling tickets efficiently without extensive training. This is a significant advantage for teams looking to onboard staff rapidly.
- Reviewers mention that while osTicket is user-friendly, it may lack some advanced features that Freshdesk offers, such as comprehensive automation options and customization capabilities, which can limit its adaptability for more complex workflows.
- G2 reviewers highlight the quality of support provided by Freshdesk, noting that users find it responsive and helpful. In contrast, osTicket users have expressed concerns about support quality, indicating that it may not meet the expectations of those requiring more assistance.
- Users report that Freshdesk's extensive feature set, including a robust knowledge base and customer portal, significantly enhances the overall support experience. Meanwhile, osTicket, while effective for basic ticket management, may not provide the same level of comprehensive tools for larger teams or more demanding environments.
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
3,259
8.8
41
Ease of Use
8.9
3,281
8.2
41
Ease of Setup
8.6
2,337
8.0
29
Ease of Admin
8.7
2,197
8.3
29
Quality of Support
8.7
3,156
6.9
27
Has the product been a good partner in doing business?
8.8
2,120
8.4
24
Product Direction (% positive)
8.8
3,230
8.8
39
Features by Category
Ticket and Case Management
8.9
2239
|
Verified
8.6
32
|
Verified
8.8
2256
|
Verified
8.7
32
|
Verified
8.5
2180
|
Verified
8.0
31
|
Verified
8.5
2059
|
Verified
8.4
29
|
Verified
8.3
1806
|
Verified
8.0
24
8.5
2088
|
Verified
7.7
30
8.7
2016
|
Verified
8.3
31
|
Verified
8.3
1371
|
Verified
7.3
17
Generative AI
7.3
327
Not enough data
7.4
323
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
55
Not enough data
Communication Channels
8.6
1923
|
Verified
8.1
24
|
Verified
8.9
2085
|
Verified
9.0
27
8.4
1312
|
Verified
5.3
10
|
Verified
8.0
1188
|
Verified
5.3
10
7.9
933
|
Verified
4.0
7
Platform
8.1
1155
|
Verified
5.4
16
8.1
1658
|
Verified
7.1
23
|
Verified
8.6
1547
|
Verified
8.8
25
|
Verified
8.3
1149
|
Verified
6.8
13
|
Verified
8.0
1874
|
Verified
7.2
26
|
Verified
8.3
1961
|
Verified
7.8
27
|
Verified
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
354
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
7.1
23
|
Verified
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
519
|
Verified
Not enough data
8.6
547
|
Verified
Not enough data
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
Not enough data
8.6
911
Not enough data
8.3
682
Not enough data
8.2
238
Not enough data
8.4
255
Not enough data
Self-Service Platform
8.5
252
Not enough data
8.6
259
Not enough data
8.0
220
Not enough data
8.4
237
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
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
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
12.7%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.3%
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 the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.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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