What users are saying about
Top Rated
177 Ratings
3 Ratings
Top Rated
177 Ratings
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Score 8.7 out of 100
3 Ratings
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Score 9 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk works very well for many types of organizations and environments, as long as you need some sort of ticketing or communication tracking system. With the many different plans available, one should fit most use cases. If you don't need ticketing, or need to manage a different sort of communication (e.g. specifically for sales) then there are more applicable options out there.
Anonymous | TrustRadius Reviewer

Thryv

The communication with this platform change all aspects of my company.
Donna-sue Carpenter | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshdesk
8.7
Thryv
Organize and prioritize service tickets
Freshdesk
9.0
Thryv
Expert directory
Freshdesk
8.4
Thryv
Subscription-based notifications
Freshdesk
8.4
Thryv
ITSM collaboration and documentation
Freshdesk
7.6
Thryv
Ticket creation and submission
Freshdesk
9.3
Thryv
Ticket response
Freshdesk
9.7
Thryv

Self Help Community

Freshdesk
8.3
Thryv
External knowledge base
Freshdesk
8.7
Thryv
Internal knowledge base
Freshdesk
7.9
Thryv

Multi-Channel Help

Freshdesk
7.4
Thryv
Customer portal
Freshdesk
8.4
Thryv
IVR
Freshdesk
3.0
Thryv
Social integration
Freshdesk
7.6
Thryv
Email support
Freshdesk
9.8
Thryv
Help Desk CRM integration
Freshdesk
8.3
Thryv

Email & Online Marketing

Freshdesk
Thryv
8.5
Dynamic content
Freshdesk
Thryv
9.0
Ability to test dynamic content
Freshdesk
Thryv
10.0
Landing pages
Freshdesk
Thryv
10.0
Mobile optimization
Freshdesk
Thryv
5.5
Email deliverability reporting
Freshdesk
Thryv
7.2
List management
Freshdesk
Thryv
9.0
Triggered drip sequences
Freshdesk
Thryv
9.0

Lead Management

Freshdesk
Thryv
8.3
Lead nurturing
Freshdesk
Thryv
10.0
Data quality management
Freshdesk
Thryv
6.8
Automated sales alerts and tasks
Freshdesk
Thryv
8.1

Campaign Management

Freshdesk
Thryv
9.0
Calendaring
Freshdesk
Thryv
8.0
Event/webinar marketing
Freshdesk
Thryv
10.0

Social Media Marketing

Freshdesk
Thryv
7.0
Social sharing and campaigns
Freshdesk
Thryv
10.0
Social profile integration
Freshdesk
Thryv
4.0

Reporting & Analytics

Freshdesk
Thryv
5.0
Dashboards
Freshdesk
Thryv
9.0
Standard reports
Freshdesk
Thryv
4.0
Custom reports
Freshdesk
Thryv
2.0

Platform & Infrastructure

Freshdesk
Thryv
7.7
Role-based workflow & approvals
Freshdesk
Thryv
7.7
Customizability
Freshdesk
Thryv
7.8

Pros

Freshdesk

  • 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.
Anonymous | TrustRadius Reviewer

Thryv

  • Website design
  • Mailing list subscribers
Anonymous | TrustRadius Reviewer

Cons

Freshdesk

  • 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.
Anonymous | TrustRadius Reviewer

Thryv

  • 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.
Donna-sue Carpenter | TrustRadius Reviewer

Likelihood to Renew

Freshdesk

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
Jeffery Albertson | TrustRadius Reviewer

Thryv

No score
No answers yet
No answers on this topic

Usability

Freshdesk

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.
Morganne McIntyre | TrustRadius Reviewer

Thryv

Thryv 9.0
Based on 1 answer
No answer on this topic is available.

Support Rating

Freshdesk

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.
Anonymous | TrustRadius Reviewer

Thryv

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.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Thryv

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshdesk

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.
Anonymous | TrustRadius Reviewer

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.
Donna-sue Carpenter | TrustRadius Reviewer

Return on Investment

Freshdesk

  • 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.
Jennifer Hess | TrustRadius Reviewer

Thryv

  • We have grown our mailing list substantially.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
SproutFree
Blossom$192
Garden$452
Estate$692
Forest$1252
Estate Omnichannel$992
Forest Omnichannel$1692
  1. 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.

Thryv

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Thryv Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison