What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
350 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
2436 Ratings

Freshdesk

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
350 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

Trello

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
2436 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    8.4

    Freshdesk

    84%

    Trello

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 6/6 features

    Organize and prioritize service tickets

    8.7
    87%
    60 Ratings
    N/A
    0 Ratings

    Expert directory

    7.8
    78%
    43 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

    8.9
    89%
    61 Ratings
    N/A
    0 Ratings

    Ticket response

    8.8
    88%
    61 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.1

    Freshdesk

    81%

    Trello

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 2/2 features

    External knowledge base

    7.8
    78%
    52 Ratings
    N/A
    0 Ratings

    Internal knowledge base

    8.4
    84%
    53 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    8.2

    Freshdesk

    82%

    Trello

    Feature Set Not Supported
    N/A
    Freshdesk ranks higher in 5/5 features

    Customer portal

    8.4
    84%
    52 Ratings
    N/A
    0 Ratings

    IVR

    8.2
    82%
    21 Ratings
    N/A
    0 Ratings

    Social integration

    7.9
    79%
    37 Ratings
    N/A
    0 Ratings

    Email support

    8.9
    89%
    60 Ratings
    N/A
    0 Ratings

    Help Desk CRM integration

    7.6
    76%
    38 Ratings
    N/A
    0 Ratings

    Project Management

    Freshdesk

    Feature Set Not Supported
    N/A
    7.9

    Trello

    79%
    Trello ranks higher in 14/14 features

    Task Management

    N/A
    0 Ratings
    9.3
    93%
    201 Ratings

    Resource Management

    N/A
    0 Ratings
    8.0
    80%
    167 Ratings

    Gantt Charts

    N/A
    0 Ratings
    7.0
    70%
    67 Ratings

    Scheduling

    N/A
    0 Ratings
    8.1
    81%
    153 Ratings

    Workflow Automation

    N/A
    0 Ratings
    8.0
    80%
    127 Ratings

    Team Collaboration

    N/A
    0 Ratings
    8.8
    88%
    197 Ratings

    Support for Agile Methodology

    N/A
    0 Ratings
    8.5
    85%
    136 Ratings

    Support for Waterfall Methodology

    N/A
    0 Ratings
    7.9
    79%
    107 Ratings

    Document Management

    N/A
    0 Ratings
    7.4
    74%
    144 Ratings

    Email integration

    N/A
    0 Ratings
    7.3
    73%
    134 Ratings

    Mobile Access

    N/A
    0 Ratings
    8.3
    83%
    177 Ratings

    Timesheet Tracking

    N/A
    0 Ratings
    7.8
    78%
    81 Ratings

    Change request and Case Management

    N/A
    0 Ratings
    7.6
    76%
    93 Ratings

    Budget and Expense Management

    N/A
    0 Ratings
    6.5
    65%
    69 Ratings

    Professional Services Automation

    Freshdesk

    Feature Set Not Supported
    N/A
    7.2

    Trello

    72%
    Trello ranks higher in 4/4 features

    Quotes/estimates

    N/A
    0 Ratings
    6.7
    67%
    47 Ratings

    Invoicing

    N/A
    0 Ratings
    7.0
    70%
    41 Ratings

    Project & financial reporting

    N/A
    0 Ratings
    7.0
    70%
    52 Ratings

    Integration with accounting software

    N/A
    0 Ratings
    8.2
    82%
    42 Ratings

    Attribute Ratings

    • Freshdesk is rated higher in 2 areas: Support Rating, Implementation Rating
    • Trello is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Usability

    Likelihood to Recommend

    8.4

    Freshdesk

    84%
    131 Ratings
    9.2

    Trello

    92%
    201 Ratings

    Likelihood to Renew

    7.5

    Freshdesk

    75%
    8 Ratings
    9.1

    Trello

    91%
    4 Ratings

    Usability

    8.6

    Freshdesk

    86%
    29 Ratings
    8.9

    Trello

    89%
    42 Ratings

    Availability

    9.2

    Freshdesk

    92%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Performance

    7.3

    Freshdesk

    73%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Support Rating

    8.7

    Freshdesk

    87%
    32 Ratings
    8.4

    Trello

    84%
    155 Ratings

    In-Person Training

    8.2

    Freshdesk

    82%
    1 Rating

    Trello

    N/A
    0 Ratings

    Online Training

    7.3

    Freshdesk

    73%
    1 Rating

    Trello

    N/A
    0 Ratings

    Implementation Rating

    8.7

    Freshdesk

    87%
    60 Ratings
    8.2

    Trello

    82%
    3 Ratings

    Configurability

    9.2

    Freshdesk

    92%
    4 Ratings

    Trello

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    9.2

    Freshdesk

    92%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Ease of integration

    8.2

    Freshdesk

    82%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Product Scalability

    9.2

    Freshdesk

    92%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Vendor post-sale

    8.2

    Freshdesk

    82%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Vendor pre-sale

    7.3

    Freshdesk

    73%
    2 Ratings

    Trello

    N/A
    0 Ratings

    Likelihood to Recommend

    Freshworks Inc

    Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
    Read full review

    Atlassian

    It is well suited to my job requirements as I bring employees in, and I help offboard them as well. This tool helps me when I need to make sure all items are completed by a certain time frame, so I would say it holds us accountable. Someone who doesn't manage a group of people may not find this as useful when dealing with others but could use it for their own accountability when needing to track their accomplishments.
    Read full review

    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.
    Read full review

    Atlassian

    • It helps make various workspaces. Each workspace can be used for a different set of task management and can be shared with the people involved.
    • Creating task lists. We can create various task lists, the list title could be the status of the task, for example, In progress, approval, completed, etc. You can slide your task cards from one list title to another.
    • Trello cards have a huge set of features like adding the heading and description of the task, you can also attach certain associated links and documents to the cards as well.
    Read full review

    Cons

    Freshworks Inc

    • To be honest I never noticed any
    • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
    Read full review

    Atlassian

    • Allow tables as content for comment or description in Cards
    • Assign priority to certain cards (easy for sorting)
    • Create an open invite link for others to join/view the Trello board, without edit rights (so people don't need to install/use Trello if they want a quick glance on what's going on)
    Read full review

    Pricing Details

    Freshdesk

    Starting Price

    $0 Up to 10 agents per user

    Editions & Modules

    Freshdesk editions and modules pricing
    EditionModules
    Pro$491
    Free$02
    Growth$153
    Enterprise$694

    Footnotes

    1. per month per agent
    2. Up to 10 agents
    3. per month per agent
    4. per month per agent

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Trello

    Starting Price

    $0

    Editions & Modules

    Trello editions and modules pricing
    EditionModules
    FreeForever Free1
    Business Class12.502
    Enterprise17.503

    Footnotes

    1. none
    2. per user/per month
    3. per user/per month

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    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
    Read full review

    Atlassian

    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.
    Read full review

    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!
    Read full review

    Atlassian

    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.
    Read full review

    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.
    Read full review

    Atlassian

    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.
    Read full review

    Atlassian

    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.
    Read full review

    Atlassian

    I haven't had much need to contact their support because the product is easy to use and pretty bug-free. I did reach out to them about swimlanes and I was able to find the information I needed very quickly and it was thorough and accurate information about current functionality. I love that they use their own product. That's always a good sign.
    Read full review

    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

    Atlassian

    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

    Atlassian

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
    Read full review

    Atlassian

    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.
    Read full review

    Alternatives Considered

    Freshworks Inc

    Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
    Read full review

    Atlassian

    Trello is easy for a non-technical person to use. Other management systems, like MS Project, frighten away less computer-savvy users. I've found this to be instrumental in getting volunteers to agree to step in and get fully involved with projects--particularly those that might span the entire year or involve many different pieces to completion.
    Read full review

    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.
    Read full review

    Atlassian

    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.
    Read full review

    Atlassian

    No answers on this topic

    Return on Investment

    Freshworks Inc

    • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
    • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
    • Our resolution time and turnaround time have decreased dramatically.
    • We are able to easily keep track of our support performance.
    Read full review

    Atlassian

    • Trello keeps me organized, focused, and on track. I could filter the Trello board to only see my issues and understand what I needed to work on and when.
    • Trello helped our team implement an agile structure. It's a very simple kanban method of viewing all of your team's tasks and statuses. You can completely customize the columns to your team's specific workflow and create tags relevant to your work.
    • Trello helps reduce unnecessary communications between teams. When I want to request translations, I simply create a card on the localization Trello board -- no need to directly message anyone on the team, and I can watch the status of the card change from "in progress" to "in review" to "translated," all without having to directly ask for updates.
    Read full review

    Add comparison