Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
osTicket
Score 7.8 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$9
per month
Pricing
FreshdeskosTicket
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
No answers on this topic
Offerings
Pricing Offerings
FreshdeskosTicket
Free Trial
YesNo
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshdeskosTicket
Considered Both Products
Freshdesk
Chose Freshdesk
osTicket is extremely basic and lacks a lot of features that Freshdesk offers. Examples include social profile integrations, ability to auto-assign tickets to agents or groups. Measure customer satisfaction score, chat feature. Also, osTicket did not run in the cloud so the …
Chose Freshdesk
Freshdesk has infinitely more features than osTicket. osTicket will lock you out of an email if someone has been in it recently. Freshdesk just gives you an eyeball icon that lets you know someone else may be replying when you are in there. There are so much more automation and …
osTicket
Chose osTicket
This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the …
Top Pros
Top Cons
Features
FreshdeskosTicket
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.3
145 Ratings
6% above category average
osTicket
7.6
9 Ratings
3% below category average
Organize and prioritize service tickets8.7141 Ratings7.99 Ratings
Expert directory8.195 Ratings9.04 Ratings
Subscription-based notifications8.43 Ratings8.47 Ratings
ITSM collaboration and documentation7.64 Ratings7.27 Ratings
Ticket creation and submission8.7142 Ratings6.89 Ratings
Ticket response8.6142 Ratings6.29 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
130 Ratings
9% above category average
osTicket
8.3
7 Ratings
9% above category average
External knowledge base8.5116 Ratings9.05 Ratings
Internal knowledge base8.2120 Ratings7.57 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.4
138 Ratings
11% above category average
osTicket
6.9
8 Ratings
8% below category average
Customer portal8.1116 Ratings9.07 Ratings
IVR8.243 Ratings7.01 Ratings
Social integration8.672 Ratings4.01 Ratings
Email support8.7138 Ratings9.57 Ratings
Help Desk CRM integration8.484 Ratings5.03 Ratings
Best Alternatives
FreshdeskosTicket
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskosTicket
Likelihood to Recommend
8.8
(212 ratings)
9.1
(9 ratings)
Likelihood to Renew
9.9
(14 ratings)
10.0
(1 ratings)
Usability
8.9
(35 ratings)
8.0
(1 ratings)
Availability
9.1
(4 ratings)
-
(0 ratings)
Performance
8.7
(4 ratings)
-
(0 ratings)
Support Rating
8.5
(33 ratings)
1.0
(2 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
8.0
(2 ratings)
-
(0 ratings)
Implementation Rating
8.4
(142 ratings)
10.0
(1 ratings)
Configurability
8.3
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.9
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.9
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskosTicket
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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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.
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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
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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.
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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
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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!
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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.
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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.
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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.
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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.
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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.
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Enhancesoft LLC
No answers on this topic
Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Enhancesoft LLC
Grant all prerequisites are met, before installing to avoid any issue during the installation
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Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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.
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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.
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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.
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Enhancesoft LLC
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
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.
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