What users are saying about
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Top Rated
351 Ratings
15 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
15 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help
  • osTicket ranks higher in 1 feature set: Self Help Community

Incident and problem management

8.4

Freshdesk

84%
7.8

osTicket

78%
Freshdesk ranks higher in 5/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
8.3
83%
9 Ratings

Expert directory

7.8
78%
43 Ratings
9.0
90%
4 Ratings

Subscription-based notifications

8.4
84%
3 Ratings
8.4
84%
7 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
7.1
71%
7 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
7.5
75%
9 Ratings

Ticket response

8.8
88%
61 Ratings
6.7
67%
9 Ratings

Self Help Community

8.1

Freshdesk

81%
8.3

osTicket

83%
Freshdesk ranks higher in 1/2 features

External knowledge base

7.8
78%
52 Ratings
9.0
90%
5 Ratings

Internal knowledge base

8.4
84%
53 Ratings
7.5
75%
7 Ratings

Multi-Channel Help

8.2

Freshdesk

82%
6.9

osTicket

69%
Freshdesk ranks higher in 3/5 features

Customer portal

8.4
84%
52 Ratings
9.0
90%
7 Ratings

IVR

8.2
82%
21 Ratings
7.0
70%
1 Rating

Social integration

7.9
79%
37 Ratings
4.0
40%
1 Rating

Email support

8.9
89%
60 Ratings
9.5
95%
7 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
5.0
50%
3 Ratings

Attribute Ratings

  • Freshdesk is rated higher in 2 areas: Usability, Support Rating
  • osTicket is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Implementation Rating

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
8.8

osTicket

88%
9 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
10.0

osTicket

100%
1 Rating

Usability

8.6

Freshdesk

86%
29 Ratings
8.0

osTicket

80%
1 Rating

Availability

9.2

Freshdesk

92%
2 Ratings

osTicket

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

osTicket

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
1.1

osTicket

11%
2 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

osTicket

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

osTicket

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings
10.0

osTicket

100%
1 Rating

Configurability

9.2

Freshdesk

92%
4 Ratings

osTicket

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

osTicket

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

osTicket

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

osTicket

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

osTicket

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

osTicket

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
Read full review

Enhancesoft LLC

For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
Read full review

Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review

Enhancesoft LLC

  • osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
  • Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
  • Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
  • Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
  • Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
Read full review

Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
Read full review

Enhancesoft LLC

  • Language package should permit also the translation of the templates
  • It should not require the user to enter his details when creating a new ticket. This should be filled automatically
  • Improve the layout of the ticket messages to facilitate reading and interpretation.
Read full review

Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

osTicket

Starting Price

$9 per month

Editions & Modules

osTicket editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
    Read full review

    Enhancesoft LLC

    It does well what I was looking for on a ticketing tool
    Read full review

    Usability

    Freshworks Inc

    I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
    Read full review

    Enhancesoft LLC

    I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.
    Read full review

    Reliability and Availability

    Freshworks Inc

    I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Performance

    Freshworks Inc

    The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Support Rating

    Freshworks Inc

    The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
    Read full review

    Enhancesoft LLC

    Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
    Read full review

    In-Person Training

    Freshworks Inc

    In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Online Training

    Freshworks Inc

    This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
    Read full review

    Enhancesoft LLC

    Grant all prerequisites are met, before installing to avoid any issue during the installation
    Read full review

    Alternatives Considered

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
    Read full review

    Enhancesoft LLC

    osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
    Read full review

    Contract Terms and Pricing Model

    Freshworks Inc

    The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Scalability

    Freshworks Inc

    The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
    Read full review

    Enhancesoft LLC

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
    Read full review

    Enhancesoft LLC

    • When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
    • Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
    Read full review

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