Freshservice vs OTRS ITSM : Which is Better?

Freshservice icon

Freshservice

Freshservice is a straightforward, managed service desk offering with a streamlined and intuitive web interface that provides the ITIL counterpart to Freshdesk. Developed by Freshdesk Inc.

License: Freemium

Categories: Business & Commerce Development

Apps available for Online Android iPhone Android Tablet iPad

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OTRS ITSM icon

OTRS ITSM

OTRS ITSM provides many services needed for running a business. Developed by OTRS Inc

License: Open Source

Apps available for Windows Linux Online

Freshservice VS OTRS ITSM

Freshservice is a cloud-based ITSM solution known for its user-friendly interface and strong automation capabilities, making it ideal for organizations seeking an easy-to-use ticketing system. In contrast, OTRS ITSM is an open-source option that offers extensive configurability and strong community support, but it may require more technical skills to set up and manage.

Freshservice

Pros:

  • User-friendly interface
  • Strong automation capabilities
  • Flexible pricing plans
  • Excellent customer support
  • Customizable workflows

Cons:

  • Limited integration options
  • Pricing can escalate with add-ons
  • Some advanced features require training

OTRS ITSM

Pros:

  • Open-source solution
  • Highly configurable
  • Strong community support
  • Robust reporting features
  • Multi-language support

Cons:

  • Steeper learning curve
  • Requires technical expertise for setup
  • User interface can feel outdated

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