# OTRS vs Freshservice

The clearest difference is review sentiment: OTRS at 72% against Freshservice's 19%. OTRS also leads on rating (5.0 vs 4.5) and monetization model (free vs freemium). Freshservice's advantage is update cadence (every 3 weeks vs every 5 months) and ratings volume (2.5K vs 1). On price, ads, in-app purchases and device support there is nothing between them.

Both are free to download. Neither carries in-app purchases, so what you see is what you pay.

OTRS holds the better App Store score, 5.0 against 4.5. That said, the two scores are not equally well evidenced: Freshservice has 2.5K ratings behind it against 1, so its average is the more settled of the two. Written reviews point the same way: 72% of OTRS's written reviews are positive against 19% of Freshservice's.

OTRS ships an update every 5 months, Freshservice every 3 weeks. The most recent releases landed on November 1, 2026 and November 6, 2026 respectively.

## The numbers

| Metric | OTRS | Freshservice |
| --- | --- | --- |
| Price | Free | Free |
| Rating | **[5.0 (1 ratings)](https://appshunter.io/ios/app/otrs/id383841790/reviews)** | [4.5 (2.5K ratings)](https://appshunter.io/ios/app/freshservice/id891265220/reviews) |
| Number of ratings | 1 | **2.5K** |
| Positive reviews | **72.2% of reviews** | 18.7% of reviews |
| In-app purchases | No | No |
| Ads | No | No |
| Update frequency | Every 5 months | **Every 3 weeks** |
| Monetization | **Free** | Freemium |
| Size | 43 MB | 135 MB |
| Requires iOS | **10** | 15.0 |
| Devices | iPhone, iPad, iPod | iPhone, iPad, iPod |
| Age rating | 4+ | 4+ |
| Developer | [OTRS Inc.](https://appshunter.io/developer/383841793) | [FRESHWORKS TECHNOLOGIES PRIVATE LIMITED](https://appshunter.io/developer/849713309) |

## What reviewers say

### OTRS

[App page](https://appshunter.io/ios/app/otrs/id383841790)

This business application provides mobile access to existing OTRS systems, enabling users to manage requests and customer information remotely. It's ideal for field service teams or those needing to stay connected while away from the office, offering quick overviews and secure credential storage.

**Highlights:** Mobile OTRS system access, On-the-go request management, Customer data access, Notifications and quick overviews, Multiple account support, Secure credential storage, Two-factor authentication support

**In-app purchases:** none


### Freshservice

[App page](https://appshunter.io/ios/app/freshservice/id891265220)

This IT service management app provides IT agents with essential tools for managing incidents, assets, and user requests on the go. It offers features like push notifications, ticket management, and a service catalog for efficient help desk operations.

**Highlights:** Push notifications for ticket activity, Create, respond to, and manage tickets, Customizable ticket views, Canned responses and file attachments, Service catalog access for requests, Barcode/QR code asset scanning, Single Sign-On (SSO) integration

**Features:** Vision Pro support

**In-app purchases:** none

**What reviewers like**

- 👍 Solid mobile app
- 🚀 Allows agents to attend to tickets on the go
- 💡 Freshservice is working to improve the app every year
- 👍 Great flow and insight from an IT ticket perspective

**What reviewers complain about**

- 🐛 Crashes frequently
- 🐛 Bugs and glitches with each update
- 🐛 Filters and settings don't save
- 🐛 Clunky and unintuitive UI
- 🐛 Inability to view full ticket conversations

**Reported bugs**

- Crashes when trying to view tickets or add notes
- Inability to scan and mark assets
- Keyboard issues when typing in ticket descriptions
- Notifications not clearing even after reading
- Login issues with SSO and 2FA

**Requested features**

- Dark mode option
- Ability to access admin console
- Integration with project management and analytics
- Bulk scenario execution for tickets
- Ability to view activity tab within tickets


## Frequently asked questions

### Is OTRS free?

OTRS is free to download, with no in-app purchases.

### Is Freshservice free?

Freshservice is free to download, with no in-app purchases.

### Which has better reviews, OTRS or Freshservice?

OTRS is rated higher. OTRS averages 5.0 out of 5 from 1 ratings, while Freshservice averages 4.5 from 2.5K ratings.

### Do OTRS or Freshservice have ads?

Neither OTRS nor Freshservice shows ads.

### Which is updated more often, OTRS or Freshservice?

OTRS ships an update every 5 months, and Freshservice every 3 weeks. Most recently, OTRS was updated on November 1, 2026 and Freshservice on November 6, 2026.

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*Compared by [AppsHunter](https://appshunter.io/) from daily US App Store data. Review summaries are generated from verbatim App Store reviews.*