Compare Freshservice and OTRS 
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
(1,315)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.
- G2 reviewers report that Freshservice excels in user satisfaction, boasting a significantly higher overall score compared to OTRS. Users appreciate its intuitive interface and the ability to streamline customer support processes, making it a preferred choice for many organizations.
- According to verified reviews, Freshservice's implementation process is praised for its ease, with users highlighting the intuitive onboarding wizard that simplifies setup. In contrast, OTRS users have noted challenges with setup, indicating a less favorable experience in this area.
- Reviewers mention that Freshservice offers a wide range of features that allow for consolidation of multiple applications into one platform, enhancing efficiency. Users have noted that this versatility is particularly beneficial for organizations looking to support various departments beyond just IT.
- Users say that both Freshservice and OTRS provide quality support, but Freshservice stands out with a higher satisfaction rating. Reviewers have expressed that Freshservice has been a reliable partner in business, while OTRS users have reported mixed feelings about their support experience.
- G2 reviewers highlight that Freshservice's reporting and analytics capabilities are robust, with users appreciating the detailed insights it provides. In comparison, while OTRS also offers reporting features, users have indicated that Freshservice's tools are more user-friendly and effective for their needs.
- According to recent feedback, Freshservice is recognized for its strong ticketing system, which users find efficient and easy to navigate. OTRS also has a solid ticket management feature, but some users feel that Freshservice's system is more streamlined and better integrated with other functionalities.
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
1,172
9.2
33
Ease of Use
9.2
1,175
9.1
33
Ease of Setup
8.8
959
7.9
8
Ease of Admin
9.0
959
6.9
7
Quality of Support
9.0
1,132
9.0
28
Has the product been a good partner in doing business?
9.1
934
6.7
6
Product Direction (% positive)
9.5
1,159
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
321
|
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
403
|
Verified
9.3
20
|
Verified
9.1
376
|
Verified
9.0
21
|
Verified
8.8
369
|
Verified
9.1
20
|
Verified
Management
8.5
312
|
Verified
8.5
13
|
Verified
8.9
318
|
Verified
8.7
13
|
Verified
8.8
282
|
Verified
9.0
12
|
Verified
8.5
286
|
Verified
8.8
12
|
Verified
8.1
229
|
Verified
9.3
10
Functionality
9.4
334
|
Verified
9.2
14
|
Verified
8.7
270
|
Verified
8.1
14
8.7
267
|
Verified
8.8
14
|
Verified
8.8
303
|
Verified
9.4
11
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
7.9
7
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
8.1
9
Not enough data
8.0
9
Not enough data
Monitoring
8.3
268
|
Verified
Not enough data
8.6
304
|
Verified
Not enough data
8.8
321
|
Verified
Not enough data
6.1
26
Not enough data
Management Tools
9.0
342
|
Verified
Not enough data
8.9
332
Not enough data
8.5
296
|
Verified
Not enough data
Generative AI
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Generative AI
7.2
76
Not enough data
Self-Service Experience
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Not enough data
Self-Service Platform
8.5
135
Not enough data
8.7
139
Not enough data
7.1
108
Not enough data
8.1
130
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
737
Not enough data
8.9
740
Not enough data
9.0
794
Not enough data
8.6
730
Not enough data
8.6
694
Not enough data
Reporting
8.6
775
Not enough data
8.2
638
Not enough data
8.2
617
Not enough data
Access & Usability
8.4
703
Not enough data
8.9
726
Not enough data
8.5
551
Not enough data
8.7
563
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 Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Service Desk, Customer Self-Service, and Configuration Management
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
5.6%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.3%
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
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
Hunting for software insights?
With over 3 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
