Compare Freshdesk and osTicket 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (56.8% of reviews)
Entry-Level Pricing
$0.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansosTicket
Star Rating
(44)4.4 out of 5
Market Segments
Small-Business (56.8% of reviews)
Entry-Level Pricing
No pricing available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in its Quality of Support with a score of 8.8, while osTicket falls short with a score of 6.9. Reviewers mention that Freshdesk's support team is responsive and helpful, making it easier for businesses to resolve issues quickly.
- Reviewers mention that Freshdesk offers a superior Ticket Creation User Experience with a score of 8.9 compared to osTicket's 8.6. Users appreciate the intuitive interface and streamlined process in Freshdesk, which enhances productivity.
- G2 users highlight Freshdesk's robust Multi-Channel Coverage with a score of 8.4, allowing seamless integration across various platforms like email, social media, and live chat. In contrast, osTicket's multi-channel capabilities are perceived as less comprehensive.
- Users on G2 report that Freshdesk's Self-Service Experience is notably better, scoring 8.7 for its Knowledge Base, while osTicket's features in this area are less effective, leading to user frustration when seeking help.
- Reviewers mention that Freshdesk's Automation features, scoring 8.6, significantly enhance workflow efficiency, whereas osTicket's automation capabilities are seen as limited, impacting overall productivity.
- Users say that Freshdesk's Customization options are more user-friendly, scoring 8.1, allowing businesses to tailor the software to their needs, while osTicket's customization features, scoring 7.1, are often described as cumbersome and less flexible.
Featured Products
Sponsored
Alhena AI
(34)
Live Chat
Visit Website
Sponsored
Customerly
(34)
Live Chat
Visit Website
Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
osTicket
No pricing availableFree Trial
Freshdesk
Free Trial is available
osTicket
No trial information availableRatings
Meets Requirements
8.6
3,068
8.8
41
Ease of Use
8.9
3,088
8.2
41
Ease of Setup
8.6
2,148
8.0
29
Ease of Admin
8.7
2,108
8.3
29
Quality of Support
8.8
2,970
6.9
27
Has the product been a good partner in doing business?
8.8
2,035
8.4
24
Product Direction (% positive)
8.8
3,046
8.8
39
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
8.6
32
|
Verified
8.8
2134
|
Verified
8.7
32
|
Verified
8.5
2046
|
Verified
8.0
31
|
Verified
8.5
1939
|
Verified
8.4
29
|
Verified
8.3
1706
|
Verified
8.0
24
8.5
1993
|
Verified
7.7
30
8.7
1913
|
Verified
8.3
31
|
Verified
8.2
1278
|
Verified
7.3
17
Generative AI
7.4
256
Feature Not Available
7.6
254
Feature Not Available
Communication Channels
8.6
1829
|
Verified
8.1
24
|
Verified
8.9
1976
|
Verified
9.0
27
8.4
1222
|
Verified
5.3
10
|
Verified
8.1
1105
|
Verified
5.3
10
8.0
853
|
Verified
4.0
7
Platform
8.1
1068
|
Verified
5.4
16
8.1
1571
|
Verified
7.1
23
|
Verified
8.6
1460
|
Verified
8.8
25
|
Verified
8.3
1056
|
Verified
6.8
13
|
Verified
8.0
1776
|
Verified
7.2
26
|
Verified
8.3
1874
|
Verified
7.8
27
|
Verified
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
Not enough data
7.9
88
Not enough data
7.5
87
Not enough data
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
7.1
23
|
Verified
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Not enough data
Self-Service Experience
8.7
936
Not enough data
8.6
890
Not enough data
8.3
666
Not enough data
8.2
221
Not enough data
8.4
235
Not enough data
Self-Service Platform
8.5
232
Not enough data
8.6
237
Not enough data
8.0
198
Not enough data
8.5
215
Not enough data
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Not enough data
7.9
69
Not enough data
Categories
Categories
Shared Categories
Freshdesk and osTicket are categorized as Help Desk
Unique Categories
Freshdesk is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Customer Self-Service, and Customer Communications Management
osTicket is categorized as AWS Marketplace
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
osTicket
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
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Information Technology and Services
22.7%
Education Management
13.6%
Computer Software
11.4%
Telecommunications
4.5%
Retail
4.5%
Other
43.2%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
osTicket
Most Helpful Favorable Review
David R.
Verified User in Religious Institutions
The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help.
Most Helpful Critical Review
Joseph H.
Verified User in Libraries
The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
David R.
Verified User in Religious Institutions
The massive amount of customization puts this helpdesk ahead of any other hosted solution. As well, the ability to create tickets from from emails is a huge help.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Joseph H.
Verified User in Libraries
The product has an unfinished feel about it. There are almost no integration with other services. Much of the things I do like about this are things that I dislike. The admin interface feels like it is designed for the team that coded it. The front end has...
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
What is ticket support system?
1 comment
NO
TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. Read more
osTicket has no more discussions with answers
Hunting for software insights?
With over 2.5 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.
or continue with
Gmail.com addresses not permitted. A business domain using Google is allowed.
By proceeding, you agree to our Terms of Use and Privacy Policy
