Looking for a Freshdesk alternative for internal team requests?
Freshdesk is built for customer support, not internal teams. Trilo gives you a workspace where internal requests, tasks, chat, and docs live together without the ticket queue overhead.
TL;DR
Freshdesk is a customer-facing helpdesk that some teams repurpose for internal requests. It works but the ticketing model feels heavy for team-to-team work. Trilo handles internal requests naturally through chat, tasks, and AI coworkers. Choose Freshdesk for customer support. Choose Trilo for internal team collaboration.
Why teams leave Freshdesk
Built for customers, not coworkers
Freshdesk ticket queues, SLA timers, and agent roles are designed for external support. Internal teams requesting IT help or design work do not need a helpdesk interface.
Tickets feel bureaucratic
Asking a coworker for help should not require submitting a ticket, waiting for assignment, and tracking it through a support queue. Internal work should flow naturally.
No real collaboration tools
Freshdesk has canned responses and ticket notes but no team chat, no task boards, and no documents. Internal teams need to discuss, not just ticket.
Pricing for agent seats
Freshdesk Pro costs $49 per agent per month. For internal IT, HR, and design teams, agent-based pricing does not make sense when everyone is both requester and resolver.
What you get with Trilo
Natural internal requests
Ask for help in chat, track it as a task
No ticket overhead
Tasks and chat replace the support queue model
AI routes and helps
AI coworkers triage requests and answer common questions
One workspace for everything
Chat, tasks, docs, video, not just a helpdesk
Quick comparison
How Trilo helps
Internal Requests Without the Ticket Queue
Freshdesk forces every request into a ticket with priority, SLA, and agent assignment. In Trilo, a team member asks for help in chat and it becomes a tracked task with one click. No ticket forms, no queues, no agent roles. Internal work flows naturally.
AI That Answers Before You Need to Ask
Freshdesk AI is designed for customer-facing chatbots. Trilo AI coworkers help internal teams by answering questions from your docs and knowledge base, routing requests to the right person, and keeping track of who is working on what.
Collaboration, Not Ticket Management
Internal teams need to discuss, plan, and solve problems together. Freshdesk gives you ticket notes and canned responses. Trilo gives you team chat, collaborative docs, task boards, and video calls. The tools internal teams actually need.
Ready for internal collaboration without the ticket queue?
Join internal teams who replaced helpdesk tickets with natural team workflow.