# Freshdesk vs OTRS Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. This is complemented by automation features that streamline ticket flow, making it a preferred choice for small businesses.
- **Users say** that OTRS provides a clean user interface that simplifies communication management, making it easy to organize all customer interactions in one place. Its categorization feature is particularly praised for helping large teams manage a high volume of tickets effectively.
- **Reviewers mention** that Freshdesk's ease of setup is a significant advantage, with many users highlighting the intuitive onboarding process that allows for quick implementation. This contrasts with OTRS, where some users have noted challenges in setup, which can be a hurdle for new users.
- **According to verified reviews** , Freshdesk's quality of support is highly rated, with users noting responsive assistance and helpful resources. In comparison, while OTRS also receives positive feedback for support, some users feel it could improve in this area, particularly regarding responsiveness.
- **G2 reviewers highlight** that Freshdesk's ticket creation and response user experience are well-designed, with features like automatic ticket generation for user issues being particularly beneficial. OTRS, while also effective in ticket management, is noted for its strong categorization capabilities, which help streamline workflows.
- **Users report** that Freshdesk's customization options, although slightly less flexible than OTRS, still provide enough functionality for small businesses to tailor the platform to their needs. OTRS shines in customization, but some users find it less intuitive, which can affect day-to-day usability.



| | Freshdesk | OTRS | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,744 | 38 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Enterprise (59.5% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | No pricing available | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### OTRS

Pros:
- Customizability (1 reviews)
- Customization (1 reviews)

Cons:
- Ticketing Issues (2 reviews)
- Access Control (1 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | OTRS | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3277 reviews) | 9.2 (33 reviews) | 
  | **Ease of Use** | 8.9 (3301 reviews) | 9.1 (33 reviews) | 
  | **Ease of Setup** | 8.6 (2357 reviews) | 7.9 (8 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 6.9 (7 reviews) | 
  | **Quality of Support** | 8.7 (3176 reviews) | 9.0 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 6.7 (6 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3246 reviews) | 7.1 (32 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### OTRS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2588 |
| **OTRS** | 8.3/10 | 28 |

#### Ticket and Case Management

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2250 reviews) ✓ Verified | 9.1 (27 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2263 reviews) ✓ Verified | 8.8 (27 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2190 reviews) ✓ Verified | 8.9 (25 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2066 reviews) ✓ Verified | Feature Not Available | 
| **SLA Management** | 8.3 (1808 reviews) ✓ Verified | 8.8 (23 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2092 reviews) ✓ Verified | 8.7 (25 reviews) | 
| **Ticket Collaboration** | 8.7 (2025 reviews) ✓ Verified | 8.8 (27 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | 8.5 (18 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Customer Portal** | 8.6 (1925 reviews) ✓ Verified | 8.4 (19 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2089 reviews) ✓ Verified | 8.4 (22 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1315 reviews) ✓ Verified | 7.5 (16 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1190 reviews) ✓ Verified | Feature Not Available | 
| **Voice** | 7.9 (935 reviews) ✓ Verified | 7.8 (15 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Mobile User Support** | 8.1 (1159 reviews) ✓ Verified | Feature Not Available | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 7.5 (8 reviews) ✓ Verified | 
| **Integration** | 8.3 (1154 reviews) ✓ Verified | 8.7 (5 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1879 reviews) ✓ Verified | 8.3 (21 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1965 reviews) ✓ Verified | 8.6 (23 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **OTRS** | 9.0/10 | 23 |

#### Administration

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Change Management** | Not enough data | 9.3 (21 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 9.1 (19 reviews) ✓ Verified | 
| **Reports & Analytics** | Not enough data | 9.3 (20 reviews) ✓ Verified | 

#### Service Desk

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Help Desk** | Not enough data | 9.3 (20 reviews) ✓ Verified | 
| **Incident Reports** | Not enough data | 9.0 (21 reviews) ✓ Verified | 
| **Process Workflow** | Not enough data | 9.1 (20 reviews) ✓ Verified | 

#### Management

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Reporting** | Not enough data | 8.5 (13 reviews) ✓ Verified | 
| **Administration Console** | Not enough data | 8.7 (13 reviews) ✓ Verified | 
| **Access Management** | Not enough data | 9.0 (12 reviews) ✓ Verified | 
| **Asset Management** | Not enough data | 8.8 (12 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 9.3 (10 reviews) | 

#### Functionality

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Ticketing System** | Not enough data | 9.2 (14 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.1 (14 reviews) | 
| **Alerting** | Not enough data | 8.8 (14 reviews) ✓ Verified | 
| **Automation** | Not enough data | 9.4 (11 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 403 |
| **OTRS** | N/A | N/A |

#### Channels

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **OTRS** | N/A | N/A |

#### Usability

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 268 |
| **OTRS** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Notes** | 8.9 (236 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (221 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (224 reviews) | Not enough data | 
| **Workflows** | 8.7 (228 reviews) | Not enough data | 
| **Templates** | 8.7 (231 reviews) | Not enough data | 
| **Integrations** | 8.3 (208 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **OTRS** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 6.7 (8 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 531 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Mentions** | 8.6 (162 reviews) | Not enough data | 
| **Tickets** | 9.3 (484 reviews) | Not enough data | 
| **Macros** | 8.6 (371 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Email** | 9.2 (479 reviews) | Not enough data | 
| **Social** | 8.7 (415 reviews) | Not enough data | 
| **Live Chat** | 8.8 (376 reviews) | Not enough data | 
| **Phone** | 8.5 (340 reviews) | Not enough data | 
| **Text** | 8.3 (58 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Surveys** | 8.6 (382 reviews) | Not enough data | 
| **Reporting** | 8.7 (169 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (373 reviews) | Not enough data | 
| **Help Desk** | 9.1 (445 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **OTRS** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **OTRS** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to OTRS (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | OTRS | 
|---|---|---|
| **Small-Business** | 48.6% | 8.1% | 
| **Mid-Market** | 39.7% | 32.4% | 
| **Enterprise** | 11.6% | 59.5% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### OTRS

- **Pharmaceuticals:** 29.7%
- **Information Technology and Services:** 10.8%
- **Higher Education:** 8.1%
- **Outsourcing/Offshoring:** 5.4%
- **Computer Software:** 5.4%
- **Internet:** 5.4%
- **Government Administration:** 5.4%
- **Automotive:** 2.7%
- **Computer & Network Security:** 2.7%
- **Computer Hardware:** 2.7%
- **Other:** 21.6%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7590 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to OTRS

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1859 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [osTicket](https://www.g2.com/products/osticket/reviews) — 4.4/5 stars (44 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7590 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### OTRS

No discussions available for this product.

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-otrs)