# Freshservice vs OTRS Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshservice excels in user satisfaction, with many praising its intuitive interface and quick implementation process. Users appreciate features like ticket categories, SLAs, and the Analytics/Dashboard module, which enhance organization and time management for support teams.
- **Users say** that OTRS offers a clean UI and effective ticket management categorization, making it easy to organize communication with customers. This is particularly beneficial for companies with numerous teams, as it helps streamline workflows and improve efficiency.
- **Reviewers mention** that Freshservice's support quality is a standout feature, with many noting the helpfulness of the service and its ability to integrate seamlessly with existing systems. This level of support contributes to a more efficient help desk experience.
- **According to verified reviews** , OTRS users appreciate its customization options, which allow for tailored solutions to meet specific business needs. However, some users have indicated that the overall user experience can be less intuitive compared to Freshservice.
- **G2 reviewers highlight** that Freshservice's ease of setup is a significant advantage, with many users finding the onboarding process straightforward and well-documented. This contrasts with OTRS, where some users have reported challenges during the initial setup phase.
- **Users report** that while both platforms provide solid support features, Freshservice's overall performance and user satisfaction ratings are notably higher, indicating a more favorable experience for everyday users in managing their help desk operations.



| | Freshservice | OTRS | 
|---|---|---|
| **Star Rating** | 4.6 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,345 | 38 | 
| **Largest Market Segment** | Mid-Market (61.7% of reviews) | Enterprise (59.5% of reviews) | 
| **Entry Level Price** | $19.00 | No pricing available | 

---
## Top Pros & Cons

### Freshservice

Pros:
- Ease of Use (158 reviews)
- Features (89 reviews)

Cons:
- Missing Features (54 reviews)
- Limited Features (42 reviews)

### OTRS

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

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

---
## Ratings Comparison
| Rating | Freshservice | OTRS | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1191 reviews) | 9.2 (33 reviews) | 
  | **Ease of Use** | 9.2 (1196 reviews) | 9.1 (33 reviews) | 
  | **Ease of Setup** | 8.8 (981 reviews) | 7.9 (8 reviews) | 
  | **Ease of Admin** | 9.0 (963 reviews) | 6.9 (7 reviews) | 
  | **Quality of Support** | 9.0 (1151 reviews) | 9.0 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (938 reviews) | 6.7 (6 reviews) | 
  | **Product Direction (% positive)** | 9.5 (1172 reviews) | 7.1 (32 reviews) | 

---
## Pricing

### Freshservice

#### Entry-Level Pricing

Plan: STARTER

Price: $19.00

Description: For getting started

Key Features:
- Incident Management
- Knowledge Base
- Self Service Portal

[Browse all 3 editions](https://www.g2.com/products/freshservice/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 |
|---|---|---|
| **Freshservice** | 9.0/10 | 5 |
| **OTRS** | 8.3/10 | 28 |

#### Ticket and Case Management

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.1 (27 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (27 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.9 (25 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | Feature Not Available | 
| **SLA Management** | Not enough data | 8.8 (23 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.7 (25 reviews) | 
| **Ticket Collaboration** | Not enough data | 8.8 (27 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.5 (18 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshservice | OTRS | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.4 (19 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.4 (22 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 7.5 (16 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | Feature Not Available | 
| **Voice** | Not enough data | 7.8 (15 reviews) ✓ Verified | 

#### Platform

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Mobile User Support** | Not enough data | Feature Not Available | 
| **Customization ** | Not enough data | 6.7 (8 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (5 reviews) | 7.5 (8 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.7 (5 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.3 (21 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.6 (23 reviews) ✓ Verified | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.4/10 | 453 |
| **OTRS** | 9.0/10 | 23 |

#### Administration

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Change Management** | 8.6 (323 reviews) ✓ Verified | 9.3 (21 reviews) ✓ Verified | 
| **Asset Management** | 8.4 (351 reviews) ✓ Verified | 9.1 (19 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.3 (379 reviews) ✓ Verified | 9.3 (20 reviews) ✓ Verified | 

#### Service Desk

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Help Desk** | 9.4 (413 reviews) ✓ Verified | 9.3 (20 reviews) ✓ Verified | 
| **Incident Reports** | 9.1 (377 reviews) ✓ Verified | 9.0 (21 reviews) ✓ Verified | 
| **Process Workflow** | 8.8 (374 reviews) ✓ Verified | 9.1 (20 reviews) ✓ Verified | 

#### Management

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Reporting** | 8.5 (318 reviews) ✓ Verified | 8.5 (13 reviews) ✓ Verified | 
| **Administration Console** | 8.9 (320 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | 
| **Access Management** | 8.8 (283 reviews) ✓ Verified | 9.0 (12 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (291 reviews) ✓ Verified | 8.8 (12 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (228 reviews) ✓ Verified | 9.3 (10 reviews) | 

#### Functionality

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Ticketing System** | 9.5 (346 reviews) ✓ Verified | 9.2 (14 reviews) ✓ Verified | 
| **Performance Logging** | 8.7 (269 reviews) ✓ Verified | 8.1 (14 reviews) | 
| **Alerting** | 8.7 (267 reviews) ✓ Verified | 8.8 (14 reviews) ✓ Verified | 
| **Automation** | 8.8 (314 reviews) ✓ Verified | 9.4 (11 reviews) ✓ Verified | 

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

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.9 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.6 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.4 (7 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.5 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.1 (9 reviews) | Not enough data | 
| **Decision Making** | 8.0 (9 reviews) | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.4/10 | 368 |
| **OTRS** | N/A | N/A |

#### Monitoring

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Constant Monitoring** | 8.3 (267 reviews) ✓ Verified | Not enough data | 
| **Timely Alerts** | 8.6 (303 reviews) ✓ Verified | Not enough data | 
| **TIcket Accuracy** | 8.8 (320 reviews) ✓ Verified | Not enough data | 
| **AI Monitoring** | 6.1 (26 reviews) | Not enough data | 

#### Management Tools

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Ticket Assignment** | 9.0 (341 reviews) ✓ Verified | Not enough data | 
| **Standardization** | 8.9 (331 reviews) | Not enough data | 
| **Lifecycle Visualization** | 8.5 (295 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshservice | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.8 (137 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (136 reviews) | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 5.6 (6 reviews) | Not enough data | 
| **Multi-step Planning** | 5.6 (6 reviews) | Not enough data | 
| **Cross-system Integration** | 5.8 (6 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### IT Asset Management

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

#### Asset Inventory

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | Not enough data | 
| **Software Asset Inventory** | Not enough data | Not enough data | 
| **Cloud Asset Inventory** | Not enough data | Not enough data | 
| **Mobile Asset Inventory** | Not enough data | Not enough data | 
| **Asset Discovery** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshservice | OTRS | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Generation** | Not enough data | Not enough data | 

#### Agentic AI - IT Asset Management

| Feature | Freshservice | 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 | 

#### Management

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Central Dashboard** | Not enough data | Not enough data | 
| **Asset Policy Management** | Not enough data | Not enough data | 
| **Risk Management** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Remote Support

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

#### Administration

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Screen Sharing** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Session Recording** | Not enough data | Not enough data | 
| **Unattended Remote Access** | Not enough data | Not enough data | 
| **Multi - Session Handling** | Not enough data | Not enough data | 
| **Multi-Monitor Support** | Not enough data | Not enough data | 

#### Maintenance

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Remote Reboot** | Not enough data | Not enough data | 
| **Remote Printing** | Not enough data | Not enough data | 

#### Communication 

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Text Chat** | Not enough data | Not enough data | 
| **VoIP** | Not enough data | Not enough data | 
| **Video Conference Call** | Not enough data | Not enough data | 
| **Screen Annotations** | Not enough data | Not enough data | 

#### Security

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Data Encryption** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Device Support

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Mobile Device Access** | Not enough data | Not enough data | 
| **Multi-Platform Support** | Not enough data | Not enough data | 
| **Cross-Platform** | Not enough data | Not enough data | 

#### Performance

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Reporting** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 6.9/10 | 153 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | OTRS | 
|---|---|---|
| **AI Text Summarization** | 7.2 (76 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Knowledge Base** | 8.4 (140 reviews) | Not enough data | 
| **Searchable Articles** | 8.7 (134 reviews) | Not enough data | 
| **Community Forums** | 7.1 (113 reviews) | Not enough data | 
| **Mobile Optimization** | 7.6 (115 reviews) | Not enough data | 
| **Personalization** | 8.2 (134 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Branding** | 8.5 (135 reviews) | Not enough data | 
| **Automation** | 8.7 (140 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.1 (108 reviews) | Not enough data | 
| **Integrations** | 8.1 (130 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 6.0 (5 reviews) | Not enough data | 
| **Multi-step Planning** | 5.3 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 5.3 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 5.3 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | 5.3 (5 reviews) | Not enough data | 
| **Proactive Assistance** | 5.0 (5 reviews) | Not enough data | 
| **Decision Making** | 5.3 (5 reviews) | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 7.1/10 | 70 |
| **OTRS** | N/A | N/A |

#### Generative AI

| Feature | Freshservice | OTRS | 
|---|---|---|
| **AI Text Generation** | 7.7 (70 reviews) | Not enough data | 

#### Agentic AI - IT Alerting

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | 7.0 (5 reviews) | Not enough data | 
| **Cross-system Integration** | 7.0 (5 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (5 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | 7.0 (5 reviews) | Not enough data | 
| **Decision Making** | 7.0 (5 reviews) | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.0/10 | 845 |
| **OTRS** | N/A | N/A |

#### Incident Management

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Automate Ticket Routing** | 9.1 (737 reviews) | Not enough data | 
| **Ticket Prioritization** | 8.9 (737 reviews) | Not enough data | 
| **Ticket Notifications** | 9.0 (796 reviews) | Not enough data | 
| **Knowledge Base** | 8.6 (729 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.6 (695 reviews) | Not enough data | 

#### Reporting

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Dashboards** | 8.6 (775 reviews) | Not enough data | 
| **Time Tracking** | 8.2 (640 reviews) | Not enough data | 
| **Surveys** | 8.2 (616 reviews) | Not enough data | 

#### Access & Usability

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Mobile** | 8.4 (701 reviews) | Not enough data | 
| **Self Service** | 8.9 (728 reviews) | Not enough data | 
| **Active Directory** | 8.5 (550 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.6 (562 reviews) | Not enough data | 

#### Agentic AI - Service Desk

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 7.1 (8 reviews) | Not enough data | 
| **Adaptive Learning** | 7.0 (9 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.1 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (8 reviews) | Not enough data | 
| **Decision Making** | 6.7 (8 reviews) | Not enough data | 

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **Freshservice** | 8.2/10 | 364 |
| **OTRS** | N/A | N/A |

#### Analysis

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Threat Detection** | 7.5 (173 reviews) | Not enough data | 

#### Platform

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Unified Communications Platform** | 8.3 (232 reviews) | Not enough data | 
| **Remote Access** | 8.2 (212 reviews) | Not enough data | 
| **ITIL Policy Compliance** | 8.7 (255 reviews) | Not enough data | 
| **Asset Tracking** | 8.4 (283 reviews) | Not enough data | 
| **IT Knowledge Management** | 8.7 (315 reviews) | Not enough data | 

#### Security

| Feature | Freshservice | OTRS | 
|---|---|---|
| **Endpoint Protection** | 7.8 (178 reviews) | Not enough data | 
| **Patch Management** | 7.0 (107 reviews) | Not enough data | 
| **Disaster Recovery** | 7.5 (166 reviews) | Not enough data | 
| **Service Management** | 8.9 (283 reviews) | Not enough data | 
| **Workflow Management** | 8.8 (286 reviews) | Not enough data | 

#### Agentic AI - Enterprise IT Management

| Feature | Freshservice | 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 (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to Freshservice (6):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Incident Management Software](https://www.g2.com/categories/incident-management), [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to OTRS (1):** [Remote Support Software](https://www.g2.com/categories/remote-support)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshservice | OTRS | 
|---|---|---|
| **Small-Business** | 17.7% | 8.1% | 
| **Mid-Market** | 61.7% | 32.4% | 
| **Enterprise** | 20.6% | 59.5% | 

### By Industry

#### Freshservice

- **Information Technology and Services:** 19.8%
- **Computer Software:** 5.5%
- **Construction:** 4.4%
- **Education Management:** 3.5%
- **Hospital & Health Care:** 3.4%
- **Financial Services:** 3.4%
- **Retail:** 3.1%
- **Computer & Network Security:** 2.6%
- **Non-Profit Organization Management:** 2.3%
- **Marketing and Advertising:** 2.0%
- **Other:** 49.9%

#### 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 Freshservice

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5003 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1942 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1240 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7013 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)

### Alternatives to OTRS

- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (989 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1942 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7013 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3754 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7825 reviews)
- [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)

---
## Top Discussions

### Freshservice

- Title: [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) — 12 comments, 1 upvote
  > **Top comment:** "So far, great.  I've only worked with them twice, but both times the answer came back within 24 hours."
- Title: [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) — 3 comments, 1 upvote
  > **Top comment:** "We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service..."
- Title: [Whats the best way to populate our inventory?](https://www.g2.com/discussions/whats-the-best-way-to-populate-our-inventory) — 3 comments, 1 upvote
  > **Top comment:** "Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using..."
- Title: [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) — 2 comments, 1 upvote
  > **Top comment:** "No Sergio, we are purely a SAAS Application. But the Security concerns of On.Prem Apps are 100% resolved in Freshworks Ecosystem. As we are hosted on AWS..."
- Title: [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) — 2 comments, 1 upvote
  > **Top comment:** "Freshservice definitely has API hooks into the Google environment.  There are also several in-app ways to create automation but you may not be able to modify..."

### OTRS

No discussions available for this product.

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