OTRS Vs Freshdesk

Shlomi LaviShlomi Lavi / Nov 09, 2021

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Bottom Line: Which is Better - OTRS or Freshdesk?

OTRS is more expensive to implement (TCO) than Freshdesk, Freshdesk is rated higher (94/100) than OTRS (84/100). Freshdesk offers more features (10) to their users than OTRS (3). There is a clear winner in this case and it is Freshdesk!

Looking for the right Help Desk solution for your business? buyers like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How otrs.org compares with FRESHDESK INC.?

otrs.org: The OTRS Group offers Consulting, Software Development and Support for implementation, customization and operation of OTRS Help Desk software and OTRS IT Service Management software in an "OTRS Best Practice Edition" on premise or in a software-as-a-sevice solution called "Managed OTRS".

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Who's more expensive? OTRS or Freshdesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for OTRS and Freshdesk.

OTRS price starts at $29 per user/month , on a scale between 1 to 10 OTRS is rated 4, which is lower than the average cost of Help Desk software. Freshdesk price starts at $15 per user/month , when comparing Freshdesk to their competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: OTRS is more expensive than Freshdesk.

Which software includes more/better features?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, we've compared OTRS Vs. Freshdesk based on some of the most important and required Help Desk features. OTRS: Data Import/Export, Basic Reports, Online Customer Support. Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Target customer size

OTRS's typical customers include: Small businesses and start ups, Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.

OTRS

ITQlick rating
(4.5/5)

starts at $29 per user/month

OTRS is a service management software designed for companies to aid resource planning, facilitate real-time information, boost optimal security, and ensure maximal flexibility.

Categories: Ticket Management, Help Desk.

Freshdesk

ITQlick rating
(4.5/5)

starts at $15 per user/month

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.

Categories: Call Monitoring, Banking CRM, Call Center, Casino CRM, Complaint Management.

Compare specifications

OTRS Specifications

ITQlick Score: 84/100
ITQlick Rating: (4.5/5)
Pricing: 4/10 - average cost
Category: Help Desk -> OTRS
Company: otrs.org
Pricing: starts at $29 per user/month
Typical customers: Small businesses and start ups
Platforms: Desktop
Links: OTRS review, OTRS pricing, OTRS alternatives

Compare features

OTRS: 3 Features

Data Import/Export
Basic Reports
Online Customer Support

Freshdesk: 10 Features

Billing and Invoicing
Customer Survey
Email Integration
Knowledge Base/FAQ
LDAP/Active Directory Synchronization
Multi-Site Support
Rules/Workflows
Scheduling
Facebook Integration
Twitter Integration
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
OTRS
ITQlick rating
4.5/5
Score
84/100
Pricing
4/10
License pricing
$29 per user/month
Functionality
5
Review
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
Compare
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.