Compare Freshdesk and Thena 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (58.5% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free 10 Users
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansThena
Star Rating
(65)4.9 out of 5
Market Segments
Small-Business (58.5% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate the customization options that allow them to tailor workflows to their specific needs.
- Users say that Thena offers an intuitive ticketing experience, making it easy for teams to communicate across departments. This simplicity helps ensure that no customer request goes unnoticed, which is crucial for maintaining high service levels.
- Reviewers mention that Freshdesk's clean interface and easy navigation make daily support tasks much less stressful, especially when handling multiple customer queries. The platform's ticket automation and SLA management features are particularly highlighted for enhancing operational efficiency.
- According to verified reviews, Thena shines in its ability to streamline customer support documentation over platforms like Slack, providing precise reporting on the value delivered to customers. This capability helps teams track long-running tickets effectively, which can improve overall service quality.
- G2 reviewers highlight that Freshdesk is user-friendly, with many noting that new hires can quickly get up to speed without extensive training. This ease of use is a significant advantage for businesses looking to onboard support staff efficiently.
- Users report that while Thena has a strong focus on customer interaction management, it currently lacks the extensive feature set and market presence of Freshdesk, which boasts a higher G2 Score and a wealth of user feedback, indicating a more robust overall satisfaction among its users.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Thena
Free
Free
10 Users
Set up end-to-end customer support.
- Tickets
- Team boards
- Custom statuses
Free Trial
Freshdesk
Free Trial is available
Thena
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
9.4
60
Ease of Use
8.9
3,279
9.6
60
Ease of Setup
8.6
2,336
9.6
36
Ease of Admin
8.7
2,198
9.6
33
Quality of Support
8.7
3,154
9.7
60
Has the product been a good partner in doing business?
8.8
2,121
9.9
32
Product Direction (% positive)
8.8
3,229
9.8
61
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.8
34
8.8
2254
|
Verified
9.9
34
8.5
2179
|
Verified
9.5
35
8.5
2058
|
Verified
9.4
29
8.3
1807
|
Verified
9.5
38
8.5
2089
|
Verified
9.3
27
8.7
2018
|
Verified
9.7
33
8.3
1372
|
Verified
9.3
19
Generative AI
7.3
328
8.4
15
7.4
324
8.8
20
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
57
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
9.3
38
8.9
2087
|
Verified
9.4
30
8.4
1313
|
Verified
9.6
31
8.0
1190
|
Verified
Feature Not Available
7.9
935
|
Verified
Feature Not Available
Platform
8.1
1156
|
Verified
8.4
19
8.1
1658
|
Verified
9.1
30
8.6
1548
|
Verified
9.5
35
8.3
1149
|
Verified
9.5
37
8.0
1875
|
Verified
9.3
40
8.3
1962
|
Verified
9.2
37
Channels
8.4
358
9.7
16
8.0
334
9.5
13
7.5
323
Feature Not Available
Design
8.2
331
10.0
12
7.8
335
9.5
11
8.3
355
9.3
14
8.3
344
9.8
11
8.4
332
10.0
10
Generative AI
7.7
263
8.8
10
7.7
263
8.8
10
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Conversational Platform
8.3
432
9.4
14
8.3
378
9.2
13
8.3
371
9.5
13
8.4
307
9.5
14
Support Automation
8.4
388
9.2
13
8.4
408
9.7
12
8.3
373
9.4
13
8.2
314
8.6
12
Generative AI
7.4
207
8.6
11
7.4
203
8.9
12
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Digital Employee Experience (DEX) ManagementHide 12 FeaturesShow 12 Features
Not enough data
Not enough data
Experience
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
9.1
30
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Not enough data
8.5
238
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Thena are categorized as Help Desk, Conversational Support, and Customer Communications Management
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Digital Customer Service Platforms, Shared Inbox, Complaint Management, Social Customer Service, Live Chat, and Customer Self-Service
Thena is categorized as Digital Employee Experience (DEX) Management and Proactive Notification
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Thena
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Computer Software
64.6%
Information Technology and Services
18.5%
Research
3.1%
Marketing and Advertising
3.1%
Legal Services
3.1%
Other
7.7%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Thena has no discussions with answers
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