Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Thryv
Score 8.9 out of 10
Small Businesses (1-50 employees)
Thryv is an all-in-one small business marketing solution providing CRM, marketing automation, calendaring and appointment reminders, directory listings, and other features.N/A
Pricing
FreshdeskThryv
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
No answers on this topic
Offerings
Pricing Offerings
FreshdeskThryv
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
FreshdeskThryv
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.4
145 Ratings
6% above category average
Thryv
-
Ratings
Organize and prioritize service tickets8.7141 Ratings00 Ratings
Expert directory8.195 Ratings00 Ratings
Subscription-based notifications8.43 Ratings00 Ratings
ITSM collaboration and documentation7.64 Ratings00 Ratings
Ticket creation and submission8.8142 Ratings00 Ratings
Ticket response8.7142 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.3
130 Ratings
7% above category average
Thryv
-
Ratings
External knowledge base8.4116 Ratings00 Ratings
Internal knowledge base8.3120 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.3
138 Ratings
8% above category average
Thryv
-
Ratings
Customer portal8.2116 Ratings00 Ratings
IVR8.143 Ratings00 Ratings
Social integration8.572 Ratings00 Ratings
Email support8.7138 Ratings00 Ratings
Help Desk CRM integration8.284 Ratings00 Ratings
Email & Online Marketing
Comparison of Email & Online Marketing features of Product A and Product B
Freshdesk
-
Ratings
Thryv
9.2
8 Ratings
19% above category average
Dynamic content00 Ratings8.97 Ratings
Ability to test dynamic content00 Ratings9.17 Ratings
Landing pages00 Ratings10.01 Ratings
Mobile optimization00 Ratings8.88 Ratings
Email deliverability reporting00 Ratings9.17 Ratings
List management00 Ratings8.96 Ratings
Triggered drip sequences00 Ratings9.73 Ratings
Lead Management
Comparison of Lead Management features of Product A and Product B
Freshdesk
-
Ratings
Thryv
8.1
7 Ratings
11% above category average
Lead nurturing automation00 Ratings8.76 Ratings
Data quality management00 Ratings8.66 Ratings
Automated sales alerts and tasks00 Ratings7.06 Ratings
Campaign Management
Comparison of Campaign Management features of Product A and Product B
Freshdesk
-
Ratings
Thryv
9.0
5 Ratings
9% above category average
Calendaring00 Ratings9.05 Ratings
Event/webinar marketing00 Ratings9.04 Ratings
Social Media Marketing
Comparison of Social Media Marketing features of Product A and Product B
Freshdesk
-
Ratings
Thryv
6.7
8 Ratings
7% below category average
Social sharing and campaigns00 Ratings9.48 Ratings
Social profile integration00 Ratings4.01 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
Freshdesk
-
Ratings
Thryv
6.6
7 Ratings
9% below category average
Dashboards00 Ratings9.27 Ratings
Standard reports00 Ratings8.67 Ratings
Custom reports00 Ratings2.01 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Freshdesk
-
Ratings
Thryv
8.3
6 Ratings
15% above category average
API00 Ratings8.03 Ratings
Role-based workflow & approvals00 Ratings8.92 Ratings
Customizability00 Ratings8.15 Ratings
Best Alternatives
FreshdeskThryv
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Kentico Xperience
Kentico Xperience
Score 7.2 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Kentico Xperience
Kentico Xperience
Score 7.2 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Kentico Xperience
Kentico Xperience
Score 7.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskThryv
Likelihood to Recommend
8.7
(213 ratings)
9.5
(8 ratings)
Likelihood to Renew
9.8
(14 ratings)
-
(0 ratings)
Usability
8.9
(36 ratings)
9.0
(2 ratings)
Availability
9.1
(4 ratings)
-
(0 ratings)
Performance
8.5
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(34 ratings)
10.0
(4 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
7.9
(2 ratings)
-
(0 ratings)
Implementation Rating
8.4
(142 ratings)
-
(0 ratings)
Configurability
8.5
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.8
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.0
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskThryv
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Thryv
What I have found to be the most critical for my business as a customer of Thryv is the ability to provide an invoice and accept payment with direct linking to my bank account. This has had a dramatic positive impact on my cash flow.
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Pros
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Thryv
  • Customer service is FANTASTIC!
  • Put regularly used and needed tasks under one umbrella.
  • Makes it easy to schedule and post to Social Media
Read full review
Cons
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
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Thryv
  • 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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Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Thryv
No answers on this topic
Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Thryv
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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Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Thryv
No answers on this topic
Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Thryv
No answers on this topic
Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Thryv
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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In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
Read full review
Thryv
No answers on this topic
Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
Read full review
Thryv
No answers on this topic
Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
Read full review
Thryv
No answers on this topic
Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
Read full review
Thryv
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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Contract Terms and Pricing Model
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Thryv
No answers on this topic
Scalability
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Thryv
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
Thryv
  • 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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ScreenShots

Thryv Screenshots

Screenshot of Reputation MonitoringScreenshot of Email MarketingScreenshot of Social Media ManagementScreenshot of Automated Campaigns to Nurture Leads/ClientsScreenshot of Accept Online Payments