Freshdesk vs Thryv | TrustRadius

What users are saying about

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Score 8.4 out of 10

Based on 260 reviews and ratings

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Score 8.8 out of 10

Based on 17 reviews and ratings

Feature Set Ratings

Incident and problem management

8.7

Freshdesk

87%

Thryv

Feature Set Not Supported

N/A

Freshdesk ranks higher in 6/6 features

Organize and prioritize service tickets

9.0

90%

4 Ratings

N/A

0 Ratings

Expert directory

8.4

84%

3 Ratings

N/A

0 Ratings

Subscription-based notifications

8.4

84%

3 Ratings

N/A

0 Ratings

ITSM collaboration and documentation

7.6

76%

4 Ratings

N/A

0 Ratings

Ticket creation and submission

9.3

93%

4 Ratings

N/A

0 Ratings

Ticket response

9.7

97%

3 Ratings

N/A

0 Ratings

Self Help Community

8.3

Freshdesk

83%

Thryv

Feature Set Not Supported

N/A

Freshdesk ranks higher in 2/2 features

External knowledge base

8.7

87%

3 Ratings

N/A

0 Ratings

Internal knowledge base

7.9

79%

4 Ratings

N/A

0 Ratings

Multi-Channel Help

7.4

Freshdesk

74%

Thryv

Feature Set Not Supported

N/A

Freshdesk ranks higher in 5/5 features

Customer portal

8.4

84%

3 Ratings

N/A

0 Ratings

IVR

3.0

30%

1 Rating

N/A

0 Ratings

Social integration

7.6

76%

2 Ratings

N/A

0 Ratings

Email support

9.8

98%

4 Ratings

N/A

0 Ratings

Help Desk CRM integration

8.3

83%

4 Ratings

N/A

0 Ratings

Email & Online Marketing

Freshdesk

Feature Set Not Supported

N/A

9.0

Thryv

90%

Thryv ranks higher in 7/7 features

Dynamic content

N/A

0 Ratings

8.9

89%

7 Ratings

Ability to test dynamic content

N/A

0 Ratings

9.1

91%

7 Ratings

Landing pages

N/A

0 Ratings

10.0

100%

1 Rating

Mobile optimization

N/A

0 Ratings

9.0

90%

8 Ratings

Email deliverability reporting

N/A

0 Ratings

8.6

86%

8 Ratings

List management

N/A

0 Ratings

8.7

87%

6 Ratings

Triggered drip sequences

N/A

0 Ratings

8.6

86%

3 Ratings

Lead Management

Freshdesk

Feature Set Not Supported

N/A

8.2

Thryv

82%

Thryv ranks higher in 3/3 features

Lead nurturing

N/A

0 Ratings

8.8

88%

6 Ratings

Data quality management

N/A

0 Ratings

8.5

85%

6 Ratings

Automated sales alerts and tasks

N/A

0 Ratings

7.3

73%

6 Ratings

Campaign Management

Freshdesk

Feature Set Not Supported

N/A

9.3

Thryv

93%

Thryv ranks higher in 2/2 features

Calendaring

N/A

0 Ratings

9.2

92%

5 Ratings

Event/webinar marketing

N/A

0 Ratings

9.3

93%

4 Ratings

Social Media Marketing

Freshdesk

Feature Set Not Supported

N/A

6.8

Thryv

68%

Thryv ranks higher in 2/2 features

Social sharing and campaigns

N/A

0 Ratings

9.5

95%

8 Ratings

Social profile integration

N/A

0 Ratings

4.0

40%

1 Rating

Reporting & Analytics

Freshdesk

Feature Set Not Supported

N/A

6.6

Thryv

66%

Thryv ranks higher in 3/3 features

Dashboards

N/A

0 Ratings

9.2

92%

7 Ratings

Standard reports

N/A

0 Ratings

8.6

86%

7 Ratings

Custom reports

N/A

0 Ratings

2.0

20%

1 Rating

Platform & Infrastructure

Freshdesk

Feature Set Not Supported

N/A

8.6

Thryv

86%

Thryv ranks higher in 3/3 features

API

N/A

0 Ratings

8.0

80%

3 Ratings

Role-based workflow & approvals

N/A

0 Ratings

8.9

89%

2 Ratings

Customizability

N/A

0 Ratings

8.9

89%

5 Ratings

Attribute Ratings

Thryv is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Freshdesk

81%

70 Ratings

9.4

Thryv

94%

8 Ratings

Freshdesk

100%

4 Ratings

Thryv

N/A

0 Ratings

Freshdesk

84%

22 Ratings

9.0

Thryv

90%

2 Ratings

Freshdesk

85%

25 Ratings

9.7

Thryv

97%

5 Ratings

Freshdesk

100%

2 Ratings

Thryv

N/A

0 Ratings

Pros

Freshdesk has enough options to deal with the engagement operations that are collected through the chosen channels. For example, it is easy to compare through analytics tables the engagement achieved in certain social networks and then create commercial strategies in the networks with the best results.
Freshdesk has a very high level of interoperability with customer relationship management platforms, so that through its API it is possible to incorporate sales functions or work with customers, so that the management is a little apart from technical assistance without problems.
It is easy to save the information of each problem that is solved for the buyers of our products, and in case we communicate with them again, the data stored on these interactions are accessible to review their history, and thus better orientate the type of solutions that can or cannot be offered to them.

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Maria Wiley

Master of Busines Administration

SSDIGITALCOMarketing & Advertising, 201-500 employees

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Customer service is FANTASTIC!
Put regularly used and needed tasks under one umbrella.
Makes it easy to schedule and post to Social Media

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Dona Carlisle

Owner / Virtual Assistant

VA On The Spot LLCManagement Consulting, 1-10 employees

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Cons

Reporting is a bit awkward sometimes, but you can level up for better reporting
The client onboarding to get them user accounts isn't always clearly defined
There are a lot of features many we didn't use, would have been nice to have more granular control over that to adjust our pricing

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John Reitz

Creative Director

Links Technology SolutionsInternet, 51-200 employees

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Offer an automated rewards program for my customer based on their spending and their referrals.
Since I use Shopify and they host me it would be nice to get a financial break for not using that part of the package.
Maybe providing apps.

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Lisa Newman

Owner

Printwise PromotionsApparel & Fashion, 1-10 employees

View all 8 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$0 Up to 10 agents per user

Freshdesk Editions & Modules

Edition

Pro	$49¹
Free	$0²
Growth	$15³
Enterprise	$69³

per month per agent
Up to 10 agents
per month per agent

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Thryv Editions & Modules

—

Additional Pricing Details

—

Likelihood to Renew

Freshdesk 10.0

Based on 4 answers

Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated

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Jeffery Albertson

System Administrator

Warren County R-III School DistrictEducation Management, 201-500 employees

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No score

No answers yet

No answers on this topic

Usability

Freshdesk 8.4

Based on 22 answers

Freshdesk equips the sales team with the most enhanced communication capabilities and features that are responsible for delivering high level of customer support. Freshdesk has multiple-channel support that enables the customer care agents to broaden their reach and streamline ticket delivery. It is designed to provide maximum collaboration to internal teams giving them options to split a ticket into smaller tickets.

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Elizabeth Cassidy

Senior Analyst, Customer Analytics

Alliance Data Card ServicesFinancial Services, 5001-10,000 employees

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Thryv 9.0

Based on 2 answers

It is very easy to use and the features are great for the ones we utilize. If you have any issues at all, customer service or our sales rep is great to work with and fixes what issues I have. They are always willing to help out and to follow up to make sure you don't have any more issues.

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Greg Swacker

Sales Manager

Seiler PlasticsPlastics, 11-50 employees

View all 2 answers on this topic

Support Rating

Freshdesk 8.5

Based on 25 answers

Support has been good the few times we have needed it, but most of our issues have been easily resolved by using the support documentation. We used guides starting out getting everything ready for the first use and it was smooth sailing. For contacting the support team, responses have been quick and accurate.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Thryv 9.7

Based on 5 answers

Although getting through to the right person may take a while, they have the ability to take over your screen and always assist with whatever you need.

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Verified User

Employee in Social Media

Marketing & Advertising Company, 11-50 employees

View all 5 answers on this topic

Implementation Rating

Freshdesk 10.0

Based on 2 answers

No, it is easy to do

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Victor Vũ

Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

View all 2 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

ManageEngine was our first customer support ticketing system we implemented (instead of using a massive Excel file) - it vastly improved our ability to engage with customers, but we quickly outgrew it's feature-set and needing a solution that would continue to grow with us. Salesforce was difficult at best during our time using it - felt like we were told of the amazing things it could do, and upon purchase were sent a bunch of building blocks that we were expected to build ourselves - between Salesforce costs and third-party programming to get it to do what we needed to, Salesforce was not around for long (the 7% year after year increases were also a deal breaker).We picked Freshdesk because it offered a modern solution for a price that we were very happy with. We did compare it to Zendesk, but at the time of purchase several years ago, we were hearing better reviews of a relative new system of Freshdesk, so went with them. So far it has been a good investment, minus the occasional hiccups and quality of life issues.

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Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

View all 70 answers on this topic

Let's say use this software because it gives a lot of benefits to the company and we no other software use do not.

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Donna-sue Carpenter

SMS Routing Manager

TelintelTelecommunications, 51-200 employees

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Return on Investment

The value provided by Freshdesk is better than the competitors we considered when looking at cost vs features
We migrated to Freshdesk from another similar platform and found that the UX/UI was easier to navigate and required less clicks to close out a support request, these clicks add up over time and allowed us to process more tickets in a given day without growing out team.

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Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

View all 70 answers on this topic

Increased Social Media Presence has kept us in touch with clients
I believe our overall package has resulted in increased web traffic. More clients are finding us through social media and web searches than any other year before.

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Jerry Laird

CPA

Laird & Associates, PCAccounting, 1-10 employees

View all 8 answers on this topic

Screenshots

See All (5) Freshdesk Screenshots

See All (5) Thryv Screenshots

Freshdesk

Thryv

Freshdesk

Thryv

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Freshdesk

Thryv

External knowledge base

Internal knowledge base

Freshdesk

Thryv

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Freshdesk

Thryv

Dynamic content

Ability to test dynamic content

Landing pages

Mobile optimization

Email deliverability reporting

List management

Triggered drip sequences

Freshdesk

Thryv

Lead nurturing

Data quality management

Automated sales alerts and tasks

Freshdesk

Thryv

Calendaring

Event/webinar marketing

Freshdesk

Thryv

Social sharing and campaigns

Social profile integration

Freshdesk

Thryv

Dashboards

Standard reports

Custom reports

Freshdesk

Thryv

API

Role-based workflow & approvals

Customizability

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

Likelihood to Recommend

Freshdesk

Thryv

Pros

Freshdesk

Thryv

Cons

Freshdesk

Thryv

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Starting Price

Freshdesk Editions & Modules