Compare Freshdesk and OTRS 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% 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 plansOTRS
Star Rating
(38)4.4 out of 5
Market Segments
Enterprise (59.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about OTRSSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate how these features help centralize communication and streamline workflows.
- Users say that Freshdesk's clean interface and easy navigation make daily support tasks much less stressful, especially when handling multiple customer queries. This user-friendly design is often highlighted as a major advantage over OTRS.
- According to verified reviews, OTRS shines in its ability to organize communication with customers in one place, which is particularly beneficial for companies with numerous teams. Reviewers mention its categorization feature for ticket management as one of its best attributes.
- Reviewers mention that Freshdesk is easy to pick up, even for new hires, with minimal training required to start handling tickets efficiently. This ease of onboarding is a significant advantage for businesses looking to quickly integrate new team members.
- G2 reviewers highlight that while OTRS offers customization options, it may not be as intuitive as Freshdesk. Users have noted that Freshdesk's automation and SLA management features are more robust, making it a better choice for teams that require flexibility and efficiency.
- Users report that Freshdesk's overall support quality is higher, with many praising its responsiveness and helpfulness. In contrast, while OTRS has received positive feedback for its usability, some users feel that the support could be improved to match the level offered by Freshdesk.
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
OTRS
No pricing availableFree Trial
Freshdesk
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.6
3,257
9.2
33
Ease of Use
8.9
3,279
9.1
33
Ease of Setup
8.6
2,336
7.9
8
Ease of Admin
8.7
2,198
6.9
7
Quality of Support
8.7
3,154
9.0
28
Has the product been a good partner in doing business?
8.8
2,121
6.7
6
Product Direction (% positive)
8.8
3,229
7.1
32
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.1
27
|
Verified
8.8
2254
|
Verified
8.8
27
|
Verified
8.5
2179
|
Verified
8.9
25
|
Verified
8.5
2058
|
Verified
Feature Not Available
8.3
1807
|
Verified
8.8
23
|
Verified
8.5
2089
|
Verified
8.7
25
8.7
2018
|
Verified
8.8
27
|
Verified
8.3
1372
|
Verified
8.5
18
|
Verified
Generative AI
7.3
328
Not enough data
7.4
324
Not enough data
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
57
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
8.4
19
|
Verified
8.9
2087
|
Verified
8.4
22
|
Verified
8.4
1313
|
Verified
7.5
16
|
Verified
8.0
1190
|
Verified
Feature Not Available
7.9
935
|
Verified
7.8
15
|
Verified
Platform
8.1
1156
|
Verified
Feature Not Available
8.1
1658
|
Verified
6.7
8
|
Verified
8.6
1548
|
Verified
7.5
8
|
Verified
8.3
1149
|
Verified
8.7
5
|
Verified
8.0
1875
|
Verified
8.3
21
|
Verified
8.3
1962
|
Verified
8.6
23
|
Verified
Administration
Not enough data
9.3
21
|
Verified
Not enough data
9.1
19
|
Verified
Not enough data
9.3
20
|
Verified
Service Desk
Not enough data
9.3
20
|
Verified
Not enough data
9.0
21
|
Verified
Not enough data
9.1
20
|
Verified
Management
Not enough data
8.5
13
|
Verified
Not enough data
8.7
13
|
Verified
Not enough data
9.0
12
|
Verified
Not enough data
8.8
12
|
Verified
Not enough data
9.3
10
Functionality
Not enough data
9.2
14
|
Verified
Not enough data
8.1
14
Not enough data
8.8
14
|
Verified
Not enough data
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
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
584
|
Verified
Not enough data
8.7
600
|
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
6.7
8
|
Verified
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Not enough data
8.5
238
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
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 OTRS are categorized as Help Desk
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OTRS
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Computer Software
5.4%
Other
40.5%
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
OTRS has no discussions with answers
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