---
description: Compare Freshdesk vs OTRS. Learn more about each of the software’s price, features, and helpful software reviews for Irish business users.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress
title: Freshdesk vs OTRS Comparison - Capterra Ireland 2026
---

Breadcrumb: [Home](/) > [Help Desk Software](/directory/30008/help-desk/software) > [Freshdesk \<span\>vs\</span\> OTRS](https://www.capterra.ie/compare/124981/127284/freshdesk/vs/otrs)

# Compare Freshdesk vs OTRS

Canonical: https://www.capterra.ie/compare/124981/127284/freshdesk/vs/otrs

> Detailed comparison between Freshdesk and OTRS. Check ratings, reviews, pricing, and features to make the best decision for your business.

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## At a Glance

| Metric | Freshdesk | OTRS |
| **Overall rating** | 4.5/5 | 4.4/5 |
| **Total Reviews** | 3408 | 96 |
| **Starting Price** | US$19.00 | - |
| **Free Trial** | Yes | No |
| **Free Version** | Yes | No |
| **Deployment** | Cloud, SaaS, Web-based, Android (Mobile), iPhone (Mobile), iPad (Mobile) | Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile) |
| **Support** | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat | Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat |
| **Training** | Live Online, Webinars, Documentation, Videos | In Person, Live Online, Webinars, Documentation, Videos |

## Best for

### Freshdesk

Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses.

### OTRS

As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.

## Key features

### Freshdesk

- API
- Activity Tracking
- Analytics
- Chat/Messaging
- Customer Database
- Customisable Branding
- Customisable Templates
- Dashboard
- Full Text Search
- Incident Management
- Issue Management
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Reporting/Analytics
- SSL Security
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

### OTRS

- API
- Activity Tracking
- Analytics
- Chat/Messaging
- Customer Database
- Customisable Branding
- Customisable Templates
- Dashboard
- Full Text Search
- Incident Management
- Issue Management
- Multi-Channel Communication
- Performance Metrics
- Prioritisation
- Reporting/Analytics
- SSL Security
- Search/Filter
- Support Ticket Management
- Surveys & Feedback
- Workflow Management

## Links

- [View Freshdesk Profile](https://www.capterra.ie/software/124981/freshdesk)
- [View OTRS Profile](https://www.capterra.ie/software/127284/otrs)
- [View Original Comparison](https://www.capterra.ie/compare/124981/127284/freshdesk/vs/otrs)

-----

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