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Compare Freshdesk and osTicket 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% 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
(3,709)4.4 out of 5
Market Segments
Small-Business (48.4% 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
3,252
8.8
41
Ease of Use
8.9
3,274
8.2
41
Ease of Setup
8.6
2,332
8.0
29
Ease of Admin
8.7
2,191
8.3
29
Quality of Support
8.7
3,149
6.9
27
Has the product been a good partner in doing business?
8.8
2,114
8.4
24
Product Direction (% positive)
8.8
3,224
8.8
39
Features by Category
Ticket and Case Management
8.9
2242
|
Verified
8.6
32
|
Verified
8.8
2260
|
Verified
8.7
32
|
Verified
8.5
2178
|
Verified
8.0
31
|
Verified
8.5
2060
|
Verified
8.4
29
|
Verified
8.3
1813
|
Verified
8.0
24
8.5
2095
|
Verified
7.7
30
8.7
2022
|
Verified
8.3
31
|
Verified
8.3
1378
|
Verified
7.3
17
Generative AI
7.3
332
Not enough data
7.4
329
Not enough data
Agentic AI - Help Desk
7.2
61
Not enough data
6.9
61
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1930
|
Verified
8.1
24
|
Verified
8.9
2091
|
Verified
9.0
27
8.4
1322
|
Verified
5.3
10
|
Verified
8.0
1197
|
Verified
5.3
10
7.9
943
|
Verified
4.0
7
Platform
8.0
1164
|
Verified
5.4
16
8.1
1664
|
Verified
7.1
23
|
Verified
8.6
1552
|
Verified
8.8
25
|
Verified
8.2
1153
|
Verified
6.8
13
|
Verified
8.0
1881
|
Verified
7.2
26
|
Verified
8.3
1967
|
Verified
7.8
27
|
Verified
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
269
Not enough data
8.7
265
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
587
|
Verified
Not enough data
8.7
603
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
205
Not enough data
Internal Use
8.1
1664
|
Verified
7.1
23
|
Verified
8.6
206
Not enough data
8.2
189
Not enough data
8.8
561
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
143
Not enough data
Self-Service Experience
8.7
964
Not enough data
8.6
915
Not enough data
8.3
687
Not enough data
8.2
242
Not enough data
8.4
260
Not enough data
Self-Service Platform
8.5
256
Not enough data
8.6
265
Not enough data
8.0
225
Not enough data
8.5
241
Not enough data
Agentic AI - Customer Self-Service
7.9
19
Not enough data
7.9
18
Not enough data
8.1
19
Not enough data
7.8
20
Not enough data
7.8
20
Not enough data
7.7
19
Not enough data
8.0
19
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)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
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)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
449
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
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
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
17.1%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
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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