OTRS vs. Freshservice
A side-by-side comparison based on G2 review data.
| Metric | OTRS | Freshservice |
|---|---|---|
| Overall rating | 4.4 | 4.6 |
| Review count | 38 | 1,366 |
| Ease of use | 9.3 | 9.3 |
| Ease of setup | 8.2 | 9.0 |
| Quality of support | 9.1 | 9.1 |
| Meets requirements | 9.3 | 9.0 |
| NPS | 56.756757 | 75.644917 |
| Small Business | 7.9% | 18.0% |
| Mid-Market | 31.6% | 60.9% |
| Enterprise | 60.5% | 21.1% |
| Total page views | 82 | 3,143 |
| Total LLM citations | 362 | 28,238 |
OTRS
OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management.
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability
Freshservice
Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers.
- Ease of Use
- Features
- Automation
- Ticketing System
- Ticket Management
- User Interface