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Compare Freshdesk and Thena 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% 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
(3,621)4.4 out of 5
Market Segments
Small-Business (48.3% 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 overall user satisfaction, boasting a significantly higher G2 Score compared to Thena. Users appreciate its clean interface and strong automation features, which enhance productivity and streamline ticket management.
- According to verified reviews, Freshdesk's ticket management system is praised for its multi-channel support and SLA tracking, helping teams stay organized and respond to customers efficiently. In contrast, while Thena offers an intuitive ticketing system, it lacks the same level of comprehensive features.
- Users say that Freshdesk's implementation process is quick and straightforward, with many highlighting the intuitive onboarding wizard that simplifies setup. Thena, while also easy to set up, does not have the same level of user feedback regarding its implementation experience.
- Reviewers mention that Freshdesk's shared inbox feature is particularly beneficial for managing incoming support requests, ensuring that nothing gets duplicated or ignored. Thena, on the other hand, is noted for its ability to streamline communication between departments, but it may not provide the same level of visibility for ticket management.
- Users highlight that Freshdesk's quality of support is rated highly, with many finding it responsive and helpful. In comparison, Thena's support is also well-regarded, but it does not have the same volume of recent reviews to back up its performance.
- According to recent user feedback, Freshdesk's automation capabilities significantly boost productivity, making it a preferred choice for teams looking to enhance their customer support processes. Thena, while effective in managing customer interactions, may not offer the same depth of automation features that Freshdesk provides.
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
3,185
9.4
60
Ease of Use
8.8
3,207
9.6
60
Ease of Setup
8.6
2,266
9.6
36
Ease of Admin
8.7
2,155
9.6
33
Quality of Support
8.7
3,083
9.7
60
Has the product been a good partner in doing business?
8.8
2,079
9.9
32
Product Direction (% positive)
8.8
3,160
9.8
61
Features by Category
Ticket and Case Management
8.9
2224
|
Verified
9.8
34
8.8
2230
|
Verified
9.9
34
8.5
2146
|
Verified
9.5
35
8.5
2037
|
Verified
9.4
29
8.3
1800
|
Verified
9.5
38
8.5
2088
|
Verified
9.3
27
8.7
2009
|
Verified
9.7
33
8.2
1373
|
Verified
9.3
19
Generative AI
7.3
331
8.4
15
7.4
328
8.8
20
Agentic AI - Help Desk
7.1
60
Not enough data
6.9
60
Not enough data
7.2
58
Not enough data
Communication Channels
8.6
1923
|
Verified
9.3
38
8.9
2070
|
Verified
9.4
30
8.4
1314
|
Verified
9.6
31
8.0
1194
|
Verified
Feature Not Available
7.9
941
|
Verified
Feature Not Available
Platform
8.0
1156
|
Verified
8.4
19
8.1
1663
|
Verified
9.1
30
8.6
1546
|
Verified
9.5
35
8.2
1142
|
Verified
9.5
37
8.0
1862
|
Verified
9.3
40
8.3
1960
|
Verified
9.2
37
Channels
8.3
354
9.7
16
7.9
333
9.5
13
7.5
324
Feature Not Available
Design
8.2
331
10.0
12
7.8
336
9.5
11
8.2
356
9.3
14
8.3
342
9.8
11
8.4
332
10.0
10
Generative AI
7.7
266
8.8
10
7.7
266
8.8
10
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
434
9.4
14
8.3
381
9.2
13
8.3
373
9.5
13
8.4
308
9.5
14
Support Automation
8.4
389
9.2
13
8.4
410
9.7
12
8.2
373
9.4
13
8.2
314
8.6
12
Generative AI
7.4
209
8.6
11
7.4
206
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
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
9.1
30
8.6
204
Not enough data
8.1
187
Not enough data
8.8
560
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
165
Not enough data
9.3(won by default)
485
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
481
Not enough data
8.7(won by default)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
384
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
448
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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
17.1%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
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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