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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Enterprise (59.5% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 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.
- Users report that Freshservice excels in its ticketing system with a score of 9.5, while OTRS follows closely with a score of 9.2. Reviewers mention that Freshservice's intuitive interface makes ticket creation and management seamless, enhancing user experience.
- Reviewers mention that Freshservice's automation features, scoring 8.8, are robust, particularly in automating ticket routing and notifications, which users find significantly improves response times. In contrast, OTRS shines with a higher automation score of 9.4, indicating a more comprehensive approach to workflow automation.
- G2 users highlight Freshservice's ease of use and setup, both rated at 9.2 and 8.8 respectively, making it a preferred choice for mid-market companies. Conversely, OTRS users report a more complex setup process, reflected in its lower ease of setup score of 7.8, which may deter some potential users.
- Users on G2 appreciate Freshservice's quality of support, scoring 9.0, with many reviewers noting quick response times and helpful assistance. OTRS, while also rated highly at 9.1, has received feedback indicating that support can sometimes be slower, particularly during peak times.
- Reviewers mention that Freshservice's reporting capabilities, with a score of 8.4, provide valuable insights but may lack some advanced features found in OTRS, which scores 9.3 in reports and analytics. Users report that OTRS offers more customizable reporting options, allowing for deeper data analysis.
- Users say that Freshservice's self-service platform, rated at 8.9, is user-friendly and effective, with a well-organized knowledge base. In contrast, OTRS's self-service experience, while functional, received mixed reviews, particularly regarding the community forums, which scored lower at 7.3, indicating room for improvement in user engagement.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
OTRS
No pricing availableFree Trial
Freshservice
Free Trial is available
OTRS
No trial information availableRatings
Meets Requirements
8.9
1,168
9.2
33
Ease of Use
9.2
1,170
9.1
33
Ease of Setup
8.8
953
7.9
8
Ease of Admin
9.0
957
6.9
7
Quality of Support
9.0
1,128
9.0
28
Has the product been a good partner in doing business?
9.1
932
6.7
6
Product Direction (% positive)
9.5
1,155
7.1
32
Features by Category
Ticket and Case Management
Not enough data
9.1
27
|
Verified
Not enough data
8.8
27
|
Verified
Not enough data
8.9
25
|
Verified
Not enough data
Feature Not Available
Not enough data
8.8
23
|
Verified
Not enough data
8.7
25
Not enough data
8.8
27
|
Verified
Not enough data
8.5
18
|
Verified
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.4
19
|
Verified
Not enough data
8.4
22
|
Verified
Not enough data
7.5
16
|
Verified
Not enough data
Feature Not Available
Not enough data
7.8
15
|
Verified
Platform
Not enough data
Feature Not Available
Not enough data
6.7
8
|
Verified
Not enough data
7.5
8
|
Verified
Not enough data
8.7
5
|
Verified
Not enough data
8.3
21
|
Verified
Not enough data
8.6
23
|
Verified
Administration
8.6
320
|
Verified
9.3
21
|
Verified
8.4
345
|
Verified
9.1
19
|
Verified
8.4
373
|
Verified
9.3
20
|
Verified
Service Desk
9.4
402
|
Verified
9.3
20
|
Verified
9.1
377
|
Verified
9.0
21
|
Verified
8.8
369
|
Verified
9.1
20
|
Verified
Management
8.5
312
|
Verified
8.5
13
|
Verified
8.9
319
|
Verified
8.7
13
|
Verified
8.8
283
|
Verified
9.0
12
|
Verified
8.5
286
|
Verified
8.8
12
|
Verified
8.2
230
|
Verified
9.3
10
Functionality
9.4
333
|
Verified
9.2
14
|
Verified
8.7
271
|
Verified
8.1
14
8.7
268
|
Verified
8.8
14
|
Verified
8.8
303
|
Verified
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
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
Freshservice and OTRS are categorized as IT Service Management (ITSM) Tools
Unique Categories
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, Service Desk, and Customer Self-Service
OTRS is categorized as Help Desk
Reviews
Reviewers' Company Size
Freshservice
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.4%
Pharmaceuticals
29.7%
Information Technology and Services
10.8%
Higher Education
8.1%
Outsourcing/Offshoring
5.4%
Internet
5.4%
Other
40.5%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
OTRS has no discussions with answers
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