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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Small-Business (72.2% of reviews)
Entry-Level Pricing
$15.00 Per Month
€349.00 10 User Per Month
Freshdesk
Star Rating
(3,609)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansTrengo
Star Rating
(243)4.3 out of 5
Market Segments
Small-Business (72.2% of reviews)
Pros & Cons
Entry-Level Pricing
€349.00 10 User Per Month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshdesk excels in ticket creation user experience with a score of 8.9, while Trengo falls behind at 8.3. Reviewers mention that Freshdesk's intuitive interface makes it easier to create and manage tickets efficiently.
- Reviewers mention that Freshdesk's SLA Management feature scores 8.3, significantly outperforming Trengo's 6.7. Users say that Freshdesk provides better tools for tracking service level agreements, which is crucial for maintaining customer satisfaction.
- G2 users highlight that Freshdesk's multi-channel coverage is rated at 8.4, while Trengo slightly edges ahead with 8.5. However, users on G2 note that Freshdesk offers a more seamless integration across various channels, enhancing overall communication.
- Users say that Freshdesk's quality of support is rated at 8.8, matching Trengo's score, but reviewers mention that Freshdesk's support team is more responsive and helpful based on their experiences.
- Reviewers mention that Freshdesk's automation features, particularly in ticket resolution, score 6.9, while Trengo's automation capabilities are rated higher at 8.0. Users report that Trengo provides more robust automation tools, which can save time and improve efficiency.
- Users on G2 report that Freshdesk's knowledge base feature scores 8.7, compared to Trengo's 7.5. Reviewers say that Freshdesk's knowledge base is more comprehensive and user-friendly, making it easier for customers to find answers independently.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Trengo
Boost
€349.00
10 User Per Month
Unify your inbox and automate the basics.
- Basic integrations
- White labelling
- Reporting
Free Trial
Freshdesk
Free Trial is available
Trengo
Free Trial is available
Ratings
Meets Requirements
8.6
3,175
8.2
211
Ease of Use
8.8
3,197
8.6
215
Ease of Setup
8.6
2,258
8.2
157
Ease of Admin
8.7
2,152
8.3
140
Quality of Support
8.7
3,074
8.8
215
Has the product been a good partner in doing business?
8.8
2,077
8.8
141
Product Direction (% positive)
8.8
3,150
9.0
216
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.3
30
8.8
2226
|
Verified
8.2
30
8.5
2139
|
Verified
8.2
29
8.5
2033
|
Verified
7.9
30
8.3
1797
|
Verified
6.7
25
8.5
2085
|
Verified
7.7
26
8.7
2007
|
Verified
8.2
30
8.2
1371
|
Verified
8.1
29
Generative AI
7.3
330
7.2
15
7.4
327
7.1
15
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1920
|
Verified
Feature Not Available
8.9
2068
|
Verified
8.1
31
8.4
1312
|
Verified
7.6
31
8.0
1193
|
Verified
7.9
30
7.9
940
|
Verified
6.8
25
Platform
8.0
1156
|
Verified
6.7
32
8.1
1663
|
Verified
7.6
72
|
Verified
8.6
1546
|
Verified
8.0
33
8.2
1140
|
Verified
7.8
30
8.0
1861
|
Verified
7.3
33
8.3
1960
|
Verified
7.7
32
Call Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agent Performance Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Agentic AI - Conversation Intelligence
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
Channels
8.3
353
8.5
83
7.9
333
7.5
70
7.5
324
6.8
70
Design
8.2
331
7.6
72
7.8
336
6.9
67
8.2
356
7.7
78
8.3
342
7.7
76
8.4
332
7.6
70
Generative AI
7.7
266
6.0
55
7.7
266
6.0
53
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
Inbox Tools
Not enough data
8.7
23
Not enough data
7.7
20
Not enough data
7.3
19
Not enough data
7.5
22
Coordination Tools
Not enough data
7.5
14
Not enough data
7.5
20
Not enough data
7.6
16
Software Options
Not enough data
7.6
17
Not enough data
7.0
18
Email Client - Agentic AI
Not enough data
Not enough data
Not enough data
Not enough data
Platform Basics
Not enough data
Not enough data
Not enough data
Not enough data
Platform 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
Platform Additional Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Customer Journey Analytics
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
434
7.8
43
8.3
380
7.9
39
8.3
372
7.1
36
8.4
308
7.6
37
Support Automation
8.4
389
7.3
36
8.4
410
7.2
35
8.2
373
7.0
33
8.2
314
7.1
38
Generative AI
7.4
209
Feature Not Available
7.4
206
Feature Not Available
Sorting & Filtering
Not enough data
6.9
7
Not enough data
7.6
7
Not enough data
6.2
7
Not enough data
7.1
7
Integrations
Not enough data
6.9
6
Not enough data
4.8
7
Not enough data
4.5
7
Time Management
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
5.2
7
Generative AI
Not enough data
4.8
7
Not enough data
4.5
7
Not enough data
5.2
7
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
Not enough data
7.5
12
Not enough data
5.7
12
Not enough data
6.8
12
Automation
Not enough data
6.7
12
Not enough data
7.4
12
Not enough data
6.7
12
Artificial Intelligence
Not enough data
6.8
12
Not enough data
7.5
12
Not enough data
6.8
12
Generative AI
7.9
118
6.5
27
7.9
117
6.3
26
7.6
116
6.0
27
Communication
8.8
584
|
Verified
8.2
49
|
Verified
8.7
601
|
Verified
8.0
57
|
Verified
8.7
495
|
Verified
7.5
40
8.5
199
7.9
42
|
Verified
8.2
202
7.4
35
Internal Use
8.1
1663
|
Verified
7.6
72
|
Verified
8.6
204
7.7
50
|
Verified
8.1
186
7.5
40
8.8
560
|
Verified
7.4
45
|
Verified
8.8
520
|
Verified
8.8
56
|
Verified
8.6
549
|
Verified
7.7
55
|
Verified
Generative AI
7.9
144
Feature Not Available
Self-Service Experience
8.7
960
7.5
31
8.6
913
7.3
30
8.3
687
Feature Not Available
8.2
241
7.7
27
8.4
258
7.8
27
Self-Service Platform
8.5
254
7.9
30
8.6
261
8.1
32
8.0
221
7.0
26
8.5
237
7.6
30
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 2.1)
81
6.1
22
8.1(won by 1.9)
81
6.2
22
Process
8.6(won by 0.1)
164
8.5
36
9.3(won by 0.7)
484
8.6
35
8.6(won by 0.9)
375
7.7
28
Channels
9.2(won by 0.6)
480
8.6
42
8.7(won by 0.2)
420
8.5
40
8.8(won by 0.6)
381
8.2
38
8.5(won by 2.8)
341
5.7
33
8.2(won by 0.2)
55
8.0
35
Insight
8.6(won by 1.4)
383
7.2
27
8.7(won by 1.2)
171
7.5
34
8.6(won by 1.4)
374
7.2
29
9.1(won by 1.4)
447
7.7
32
Generative AI
7.7
87
6.4
11
7.7
86
6.4
11
WhatsApp Messaging - WhatsApp Marketing
Not enough data
7.3
5
Not enough data
6.0
5
Not enough data
8.0
5
Not enough data
7.3
5
Not enough data
6.7
5
Not enough data
8.3
5
WhatsApp Business Platform - WhatsApp Marketing
Not enough data
5.3
5
Not enough data
6.0
5
Not enough data
3.7
5
Not enough data
4.0
5
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 Trengo are categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Shared Inbox, Customer Communications Management, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents and Complaint Management
Trengo is categorized as Customer Service Automation, Email Management, Email Client, Conversation Intelligence, Customer Journey Analytics, and WhatsApp Marketing
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Trengo
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
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Leisure, Travel & Tourism
7.5%
Apparel & Fashion
5.4%
Retail
5.0%
Consumer Services
5.0%
Marketing and Advertising
4.1%
Other
73.0%
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
Trengo has no discussions with answers
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