Freshdesk vs Thryv | TrustRadius

What users are saying about

Score 8.7 out of 10

Based on 177 reviews and ratings

Score 9 out of 10

Based on 3 reviews and ratings

Feature Rating Comparison

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

Role-based workflow & approvals

Customizability

Pros

Simple and intuitive user interface - The layout is clean and easy to navigate which means we save time and lowers our overall cost to provide support.
Reliable - We haven't experienced any downtime with the tool in nearly 2 years of daily use.
Feature rich - Freshdesk is rich in features and integrations, there are so many partners and vendors to integrate with in their catalog, many I didn't know existed until we saw them within Freshdesk.

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Verified User

Director in Customer Service

Marketing and Advertising Company, 51-200 employees

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Website design
Mailing list subscribers

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Verified User

Employee in Social Media

Marketing & Advertising Company, 11-50 employees

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Cons

Their phone integration is lacking, and to utilize their own phone system can be very expensive to implement and maintain.
Handful of "quality of life" fixes never seem to materialize - ability to unmerge tickets that have been merged, or to create parent/child relationships with tickets that have been merged previously.
Reporting module is adequate, but lacks a heavy-duty reporting engine - there is an API, but would require a programmer to implement what you need out of the system.

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Verified User

Manager in Information Technology

Industrial Automation Company, 51-200 employees

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Thryv software emailing portion needs to be more modified because the limit of text’s characters and email side is not well according to my expectations.
The Platform is too complex and is only for small business owners.
We need professionals to use this software and to work on it because this system is too complex for us and those, they work by themselves with a little bit of knowledge of it.

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Donna-sue Carpenter

SMS Routing Manager

TelintelTelecommunications, 51-200 employees

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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 8.3

Based on 7 answers

I believe that the overall usability is simple enough to integrate into small and medium-sized businesses, but I don't think that it could keep up with our company as a whole. We use it for our department and it depends on how many agents are using the platform. I know that outside of the backend, it's harder to use.

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Morganne McIntyre

Account Relationship Specialist

The Post and CourierMarketing & Advertising, 51-200 employees

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Thryv 9.0

Based on 1 answer

No answer on this topic is available.

Support Rating

Freshdesk 8.5

Based on 8 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 8.4

Based on 3 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

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Implementation Rating

Freshdesk 10.0

Based on 1 answer

No, it is easy to do

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Network & System Specialist

De Heus LLCMachinery, 1001-5000 employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

Freshdesk's biggest advantage over some other service desk solutions is that it is completely web-based, so that helps to eliminate the need for a Systems Administrator having to install/set up/manage this on a server. This includes managing a database for the helpdesk solution, which in the case of some solutions out there, this is required. Also, Freshdesk is pretty easy/intuitive to use from an IT Technician standpoint, since it's more of a basic helpdesk solution. Some others on the market may have a lot more features than Freshdesk, but with the additional features, comes a steeper learning curve to master.

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Verified User

Supervisor in Information Technology

Education Management Company, 1001-5000 employees

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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

Allows me to rely on my subcontractors for day-to-day requests, improving overall efficiency for both myself and my team.
The inexpensive plan keeps us within budget, with Agents we can easily enable/disable as seats are needed/used.
Provides a sense of security for clients knowing that responses will be prompt and monitored by a team.
Ease-of-use minimizes the need for individual training and shortens onboarding time.

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Designer, Developer & CEO

SOFO STUDIOS, LLCGraphic Design, 1-10 employees

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We have grown our mailing list substantially.

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Verified User

Employee in Social Media

Marketing & Advertising Company, 11-50 employees

View all 2 answers on this topic

Screenshots

See All (5) Freshdesk Screenshots

See All (5) Thryv Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Freshdesk Editions & Modules

Edition

Sprout	Free
Blossom	$19²
Garden	$45²
Estate	$69²
Forest	$125²
Estate Omnichannel	$99²
Forest Omnichannel	$169²

per month

Additional Pricing Details

Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19, $45, $69 and $125. The 21-day free trial covers all features at the Estate plan.

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Thryv Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

Freshdesk

Thryv

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