Open-Source Freshdesk Alternatives You Can Self-Host, With and Without AI
Freshdesk is a polished help desk, but it is priced per agent and its AI, Freddy, is metered on top. If you would rather own your support data, host it yourself and pay nothing per seat, an open-source help desk is the obvious alternative. We checked every tool below on its official website and GitHub in October 2026: licence, latest release, hosting options and which AI features really exist. Projects that are abandoned or are no longer open source are listed separately at the end.
Quick answer: for the closest open-source match to Freshdesk with AI, use Zammad; for a light shared inbox with a free AI module, use FreeScout; for live chat, WhatsApp and social messages, use Chatwoot; for a simple ticket system with no extras, use osTicket; and if you run IT or service management, look at Znuny or OTOBO.
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What Freshdesk and Freddy AI Cost in 2027
To know what you are replacing: on the Freshdesk pricing page (checked October 2026) the Growth plan costs $19 per agent per month, Pro $55 and Enterprise $89, all billed annually. Every plan includes the Freddy AI Agent with the first 500 sessions; more sessions cost $49 per 100. Freddy AI Copilot, which helps agents draft and summarise replies, is an add-on at $29 per agent per month, and Freddy AI Insights is part of Enterprise. There is a 14-day free trial and no free plan on that page. With five agents on Pro plus Copilot, that is $420 a month before extra AI sessions.
Open-Source Freshdesk Alternatives Compared
Sources: each project's official website, pricing page and GitHub repository, checked 26 October 2026. Self-hosting is free, but you pay for the server and your own time.
The 10 Best Open-Source Freshdesk Alternatives in 2027
1. Zammad: the closest open-source match, with AI you control
Zammad is a web-based help desk licensed under AGPL-3.0 that handles email, web forms, chat, phone, social channels and a knowledge base in one ticket view. Zammad 7.0 added its first AI features: an AI Writing Assistant that drafts, shortens and translates replies, AI Ticket Summaries for long threads, and AI Agents that categorise tickets, set priorities or update titles from triggers and macros. The important difference from Freddy is that you choose the model: Zammad says you can connect OpenAI, Claude, Mistral or a locally hosted model through Ollama. Self-hosting is free; hosted plans start at €7 per agent per month, and on hosted plans AI calls cost €0.03 each. Version 7.2.2 was released in October 2026.
2. FreeScout: a free shared inbox with a free AI module
FreeScout is a lightweight open-source help desk and shared mailbox (AGPL-3.0) built with PHP and Laravel, so it even runs on cheap shared hosting. It supports unlimited agents, tickets and mailboxes, collects email, WhatsApp, Telegram, Facebook, Slack and live chat in one place, and has mobile apps. Extra features come as modules: many are paid, but the AI Integration module is free. It drafts replies, summarises conversations and polishes your wording, and works with OpenAI, Gemini, Claude, Mistral, DeepSeek and others, or with local models through Ollama or LM Studio. FreeScout ships updates often; version 1.8.248 came out in October 2026.
3. Chatwoot: omnichannel support and live chat
Chatwoot is an open-source alternative to Intercom and Zendesk built around conversations: website live chat, email, Facebook, Instagram, WhatsApp, Telegram, SMS and more in one inbox, plus a help centre. The core code is MIT-licensed, while an enterprise folder has its own licence. The self-hosted Community Edition is free forever, but Captain AI (reply suggestions, summaries, translation and an AI agent built on OpenAI models) is only included in Premium Support ($19 per agent per month) and Enterprise. In the cloud, the free Hacker plan covers 2 agents and 500 conversations a month on live chat only; paid plans start at $19 per agent per month with 300 Captain AI credits.
4. osTicket: simple, proven email ticketing
osTicket is one of the oldest open-source ticketing systems (GPL-2.0). It routes requests from email, web forms and its API into tickets, with configurable help topics, ticket filters, SLAs and a customer support portal. It is completely free to self-host, and the same team runs a paid cloud version called SupportSystem with a 30-day trial. Version 1.18.4 came out in June 2026. It has no AI features and its interface looks dated, but it is easy to install and very stable.
5. Request Tracker: powerful workflows, now with open-source AI
Request Tracker (RT), used by teams for more than 20 years, is a GPL-licensed ticketing system for teams that need custom workflows, queues and permissions. RT 6 is the current generation (6.0.3 was released in May 2026), with more than 400 free extensions. Its new open-source AI extension adds suggested replies, ticket summaries, sentiment detection and smart routing, and an RT MCP Server lets you work with tickets from Claude or other AI assistants. You bring your own API key or a local model; there is no separate AI subscription. Expect a steeper setup than the tools above.
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6. Frappe Helpdesk: unlimited agents, pay only for hosting
Frappe Helpdesk is a modern open-source help desk (AGPL-3.0) built on the Frappe Framework, the same stack as ERPNext. It does not charge per agent: you can self-host it for free or pay for hosting on Frappe Cloud, which starts at $5 a month, with a 14-day free trial. It covers tickets, SLAs, a knowledge base and a customer portal, and you can add custom fields and workflows. Version 1.31.0 was released in October 2026. Its site does not list AI features.
7. Znuny: the long-term-support fork of OTRS
Znuny continues the former ((OTRS)) Community Edition under GPL-3.0. It offers a long-term-support line (6.5.26) and a feature line (7.3.8), both released on 14 October 2026. It is a heavyweight, highly configurable ticket system suited to IT service desks and companies migrating from OTRS. Its site does not list AI features.
8. OTOBO: open-source service management
OTOBO is another OTRS-derived platform (GPL-3.0) that positions itself as fully open-source service management for IT, customer service, HR and facilities. OTOBO 11.0.18 was released in September 2026 and version 11.1 is in beta. Like Znuny, it is powerful but best for teams with a technical administrator.
9. UVdesk: help desk for online shops
UVdesk offers an open-source PHP help desk (OSL-3.0) next to its paid SaaS, with free apps that pull order details from e-commerce platforms. Development of the open-source edition is slower than the others: its last tagged release, v1.1.8, dates from September 2025, although the code is still being updated.
10. SuiteCRM: a CRM with built-in case management
SuiteCRM is an open-source CRM (AGPL-3.0) whose Cases and Knowledge Base modules can replace a basic help desk if you also want sales and marketing in the same system. Both lines are maintained: SuiteCRM 8.10.2 and 7.15.2 were released in July 2026. It is more than you need if support is your only use case.
Freshdesk Alternatives That Are Discontinued or No Longer Open Source
Older lists, including the 2025 version of this article, still recommend tools that no longer fit an open-source shortlist:
- OTRS (Community Edition): OTRS Group stopped supporting the ((OTRS)) Community Edition at the end of 2020, so it gets no security updates. Today's OTRS is commercial software. Use Znuny or OTOBO instead.
- Hesk: still free to download and self-host, but it is not open-source software: a paid licence ($49.99 one-off for one site when we checked) removes the "Powered by Hesk" branding, and Hesk Cloud is a paid service.
- Faveo Helpdesk: its AI agent, bot and assistant are in the paid cloud and self-hosted editions. The free Community Edition on GitHub (OSL-3.0) is rarely released.
- Helpy: abandoned. Its last release (2.8.0) is from February 2020, the last code change from 2021, and its website's security certificate has expired.
- Peppermint: stalled. The last release (0.5.5) is from November 2024 and the repository has had no commits since September 2025.
Which Open-Source Help Desk Should You Choose?
- You want Freshdesk-style AI without per-seat AI fees: Zammad (built-in AI, your own model) or FreeScout with its free AI module.
- You are a solo founder or a team of two or three: FreeScout on cheap hosting, or Chatwoot's free cloud plan for two agents.
- Your customers message you on WhatsApp, Instagram or website chat: Chatwoot.
- You need data to stay on your own servers with a local AI model: Zammad, FreeScout or Request Tracker, all of which work with Ollama or other local models.
- You run IT or internal service desks: Znuny or OTOBO; Request Tracker if you need deep customisation.
- You do not want to manage a server: Zammad's hosted plans, Frappe Cloud or Chatwoot Cloud keep the open-source exit door without the maintenance.
Comparing hosted tools too? See our lists of free Freshdesk alternatives and paid Freshdesk alternatives, and our head-to-heads Zendesk vs Freshdesk and Freshdesk vs Help Scout. If you are moving away from another tool, we also cover open-source Zendesk alternatives and open-source Help Scout alternatives.
How Founders Use an Open-Source Help Desk
For an early-stage startup, support is also research: every ticket tells you what confuses customers and what they would pay for. Start with one shared inbox, tag every ticket by topic, and review the tags weekly; our guide to customer support strategies for startups covers the basics. If customers expect instant answers, add website chat (see the benefits of live chat for customer service), and keep customer history in one place with one of the CRM tools for startups. For a wider overview, see our customer support tools for startups.
Open source can replace much more of a startup's paid stack. We have also checked open-source Expensify alternatives for expenses and open-source draw.io alternatives for diagrams. Before you build anything, validate your startup idea with real customers, and turn your support answers into articles with the F/MS AI SEO Tool so customers find them in Google and AI assistants.
FAQ About Open-Source Freshdesk Alternatives
What is the best open-source alternative to Freshdesk?
Zammad is the closest match: it handles email, chat, phone and a knowledge base, and since version 7.0 it has AI writing help, ticket summaries and AI agents. FreeScout is the simplest choice for small teams.
Is there an open-source help desk with AI like Freddy?
Yes. Zammad has built-in AI features, FreeScout has a free AI Integration module, and Request Tracker has an open-source AI extension. All three let you use your own AI provider or a local model.
Is Freshdesk free?
The Freshdesk pricing page lists Growth, Pro and Enterprise plans from $19 per agent per month billed annually, plus a 14-day free trial. It shows no free plan.
How much does Freddy AI cost?
Every Freshdesk plan includes the Freddy AI Agent with 500 sessions; more cost $49 per 100 sessions. Freddy AI Copilot is an add-on at $29 per agent per month, according to freshworks.com in October 2026.
Is Chatwoot really free?
The self-hosted Community Edition is free forever, and the cloud Hacker plan is free for 2 agents. Captain AI is only included in paid plans.
Can I run an open-source help desk with a local AI model?
Yes. Zammad and FreeScout support local models through Ollama, and Request Tracker's AI extension works with self-hosted models, so ticket data does not have to leave your servers.
Is OTRS still open source?
No. OTRS Group stopped supporting the ((OTRS)) Community Edition at the end of 2020. Znuny and OTOBO are the maintained open-source forks.
Is Hesk open source?
No. Hesk is free to download and self-host, but it is proprietary software; a paid licence removes its branding.
Which open-source help desk is easiest to install?
FreeScout and osTicket. Both are PHP and MySQL applications that run on ordinary web hosting.
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About the Author
Violetta Bonenkamp, also known as MeanCEO, is an experienced startup founder with an impressive educational background including an MBA and four other higher education degrees. She has over 20 years of work experience across multiple countries, including 5 years as a solopreneur and serial entrepreneur. Throughout her startup experience she has applied for multiple startup grants at the EU level, in the Netherlands and Malta, and her startups received quite a few of those. She’s been living, studying and working in many countries around the globe and her extensive multicultural experience has influenced her immensely.
