What users are saying about
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Top Rated
238 Ratings
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Top Rated
2002 Ratings

Freshdesk

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Top Rated
238 Ratings
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Score 8.5 out of 100

Trello

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Top Rated
2002 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Likelihood to Recommend

Freshdesk

Freshdesk does not meet expectations by requiring such a complicated installation for desktop computers, which makes it suitable mainly if you are going to work from the cloud. Based on that it is feasible that the information of each attendance performed is stored online instead of downloading it. The situation where Freshdesk can be most useful is when you need to constantly review lists of support tickets. As easy as it is to find your way around the platform and organize such lists, there is no problem in needing data quickly. It is recommended to improve the support operations of any type of startup, mainly because its model is much more adaptable to the type of small business that can pay more attention to a specific customer.
Maria Wiley | TrustRadius Reviewer

Trello

Trello is great for tracking the progress of projects that have specific completion dates or tasks that must be finished in specific orders. We've used it for fundraising projects and event planning, not to mention planning of specific work projects. Trello's flexibility makes it so easy to set up and share new boards with interested parties.
Jill Nimmer-Beres | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

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

Self Help Community

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

Multi-Channel Help

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

Project Management

Freshdesk
Trello
7.8
Task Management
Freshdesk
Trello
9.1
Resource Management
Freshdesk
Trello
7.6
Gantt Charts
Freshdesk
Trello
6.8
Scheduling
Freshdesk
Trello
7.5
Workflow Automation
Freshdesk
Trello
7.9
Team Collaboration
Freshdesk
Trello
8.9
Support for Agile Methodology
Freshdesk
Trello
8.3
Support for Waterfall Methodology
Freshdesk
Trello
7.4
Document Management
Freshdesk
Trello
7.7
Email integration
Freshdesk
Trello
7.7
Mobile Access
Freshdesk
Trello
8.5
Timesheet Tracking
Freshdesk
Trello
7.5
Change request and Case Management
Freshdesk
Trello
7.1
Budget and Expense Management
Freshdesk
Trello
7.1

Professional Services Automation

Freshdesk
Trello
7.9
Quotes/estimates
Freshdesk
Trello
7.0
Invoicing
Freshdesk
Trello
7.6
Project & financial reporting
Freshdesk
Trello
8.3
Integration with accounting software
Freshdesk
Trello
9.0

Pros

Freshdesk

  • A built-in phone system that clients use to reach our agents
  • Integration with Facebook and other social media apps that help us keep an eye to what is happening around the world.
  • The support portal is a one-stop destination where customers find answers and reach out for help.
  • The gamification mechanics turns the monotonous customer support job into an enjoyable and fun activity for agents.
Elizabeth Cassidy | TrustRadius Reviewer

Trello

  • Easy color categorization of the "Cards" (which can represent anything from projects to tasks)
  • Ease of use overall - you can divide work into columns and move it from column to column depending on status
  • You can create multiple boards, which are spaces to store tasks (for different work contexts, or even private boards)
  • You can easily share boards with another person
  • You can easily assign tasks (Cards) to persons
  • You can store information in cards, like files and short format text
Wilbert Kramer | TrustRadius Reviewer

Cons

Freshdesk

  • 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
John Reitz | TrustRadius Reviewer

Trello

  • Swim Lanes - they are nonexistent. There is a third-party tool to add them but it's buggy as all get out
  • View - I am not sure how to do it but I really wish I didn't have to pick between viewing all cards with no detail or one with all detail. Maybe the ability to collapse and expand?
  • Integrations - It would be amazing if I could easily pop action items from Gmail over to Trello, but right now I can only copy text or upload screenshot attachments.
Sarah Meerschaert | 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

Trello

Trello 10.0
Based on 3 answers
I am very likely to renew Trello, because it doesn't cost anything to do so. I am also very likely to use Trello's upgraded features in the future because a lot of my team's data is stored on there and they have already gotten used to the platform. Trello is very easy for new team members to pick up, making the onboarding and usability very streamlined.
Sahr Saffa | TrustRadius Reviewer

Usability

Freshdesk

Freshdesk 8.8
Based on 18 answers
Freshdesk is by far the easiest to use Help Desk software that I have ever used. It is much simpler for day to day use. While it lacks some of the invoicing and CRM features of more cumbersome software, it more than makes up for this by being easy to use and quick for users to learn. The setup was fast as well.
Mikel Seidl | TrustRadius Reviewer

Trello

Trello 8.6
Based on 42 answers
Overall, Trello is a great tool to use. It's very user-friendly, very powerful and we've set it up to work well for our team. I've recommended it to others who need something free or very cheap and it's worked well for them too. If you're wanting something with more muscle, then I'd suggest looking at either monday.com or Airtable.
Jared DeLong | TrustRadius Reviewer

Support Rating

Freshdesk

Freshdesk 9.1
Based on 19 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

Trello

Trello 8.1
Based on 158 answers
I have never needed to contact Trello's customer support team. For the most part, the app is pretty self-explanatory. I have used their help center and find it really useful, particularly their Getting Started guides, which cover everything from general information to feature deep dives and best practices. The help center is available in six different languages and the Trello Community is there to answer questions along with Trello Support.
Elissa Bernstein | TrustRadius Reviewer

Implementation Rating

Freshdesk

Freshdesk 10.0
Based on 2 answers
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Trello

Trello 9.0
Based on 2 answers
For our small business, getting a few of us started well on Trello was the key, I think. As long as a couple of us were really comfortable with the interface, we could lead others and help them with any questions. From now on, anyone who works with us just naturally uses Trello for information sharing - it's just part of what we do.
Raylene Wall | TrustRadius Reviewer

Alternatives Considered

Freshdesk

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.
Anonymous | TrustRadius Reviewer

Trello

I would say Trello is very well suited for my team's needs as we are relatively small in size but frequently scale up based on the project's size and needs. We tend to use it at a basic level for organizing internal tasks and to-dos, but also develop large complicated boards when need be. It doesn't seem like other systems (like Basecamp) scale very well and really require a more consistent type of workload to make the best use of them.
Joel McAfee | TrustRadius Reviewer

Return on Investment

Freshdesk

  • 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.
Anonymous | TrustRadius Reviewer

Trello

  • Trello helps me maintain visibility into what my international teams are doing - even if we can't be in the same room together, we can be on the same board together.
  • Trello helps us manage WIP so as to reduce the amount of things we are trying to do simultaneously.
  • (Negative) Our teams often use Trello as a crutch for traditional communication - instead assuming people will detect changes on the board on their own.
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$15.002
Garden$35.002
Estate$49.002
Forest$99.002
Estate Omnichannel$79.002
Forest Omnichannel$139.002
  1. none
  2. Per Agent/Per Month (billed annually)
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan. Higher plans at $19.00, $45.00, $69.00 and $125.00 if billed monthly. The 21-day free trial covers all features at the Estate plan.

Trello

General

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

Trello Editions & Modules

Edition
FreeForever Free
Business Class12.502
Enterprise17.502
  1. none
  2. per user/per month
Additional Pricing Details

Rating Summary

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