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Customer Service & Helpdesk

Trengo

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Panel rating · 6 judges · How to read the stars

Category median

Sovereignty: not determined

0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.

by Trengo B.V. · www.trengo.com

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Read this page as one judge. Each weighs the same scores by what they care about.

The Skeptic

Weighted verdict

Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered.

Same scores as the panel view — this lens weights them the way this judge cares.

Scored by The Skeptic

Ticketing, queues & SLA

How this is scored

The engine: how work is routed, prioritised, escalated and measured — and whether an agent can find the ticket they need among ten thousand.

0 — A shared mailbox with labels; no ownership, no status model, no history beyond the thread.

3 — Tickets with assignment and open/closed status, but routing is manual, there are no SLA timers and search covers subject lines only.

5 — Queues with rules-based routing, priorities, a working status model, SLA timers with breach warnings, and full-text search across ticket bodies.

8 — Business-hours-aware SLA policies per queue or customer, escalation chains, macros and triggers, merge and split, and reporting on first-response and resolution time by agent and queue.

10 — The workload is managed rather than merely tracked: capacity-aware assignment, SLA per contract with reporting an account manager could show a customer, audit of every status change, and search that finds the ticket from a half-remembered phrase.

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The Skeptic

The page sells a shared omnichannel inbox and automations, but everything I read for SLA work is absent from the capture: no routing rules, no SLA timers or business hours, no escalation chains, no macros or triggers, no reporting on first response or resolution, and nothing on search across ticket bodies. We found no public information on any status model or ownership beyond the one-inbox claim. 1

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Channels in one queue

How this is scored

Email, chat, phone, portal, messengers and social — judged on what actually lands in the same queue with the same history, not on how many channel logos the marketing page carries.

0 — Email only.

3 — Email plus one more channel, but the second lives in its own inbox: no shared history, and a customer who switches channel starts again.

5 — Email, a web form or portal and live chat all landing as tickets in one queue, with the customer's history visible whichever channel they used.

8 — The above plus telephony integration with call logging, at least one messenger (WhatsApp, Signal or similar) with its consent handling stated, and a customer portal where a requester can see their own tickets.

10 — Channel is an implementation detail: every channel including voice and messengers writes to one conversation with one history, agents answer from one screen, and the customer can move between channels mid-issue without repeating themselves.

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The Skeptic

Five channels — WhatsApp Business, email, social, voice and live chat — are claimed to land in one shared inbox, and the Meta Business Partner status is stated, so this is more than a logo wall. But we found no public information on a per-customer unified history across channels, a requester portal, call logging, or WhatsApp consent handling. 1

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Knowledge base & deflection

How this is scored

Whether the product reduces the number of tickets as well as organising them: public help centre, article workflow, suggestions to agents and to customers.

0 — No knowledge base; answers live in agents' heads and old tickets.

3 — A basic article list, public or internal, with no editorial workflow, no versioning and no link between articles and tickets.

5 — A searchable public help centre with categories, draft and publish states, and agents able to insert an article into a reply.

8 — Article suggestions to the customer before they submit and to the agent while they answer, multilingual articles, review dates that flag stale content, and reporting on which articles deflect.

10 — Knowledge is a managed asset: gaps identified from unanswered tickets, article performance measured against ticket volume by topic, versioned content with approval, and deflection reported as a number the team can act on.

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The Skeptic

What the capture shows is the vendor's own Help Centre, Status page and Academy for its users, not a knowledge base a buyer builds for their customers; the 80% resolution figure is an AI-agent claim, not article-based deflection. We found no public information on editorial workflow, versioning, article suggestions to agents or customers, or deflection reporting. 1

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Customer data protection

How this is scored

A ticket archive is personal data written by the data subject. Retention, deletion, access control, subject rights, and what the vendor does with attachments — judged on what executes rather than what is promised.

0 — No retention policy stated, no deletion path, agents all see everything, and no DPA is published.

3 — A DPA on request and coarse roles; deletion is described as something the customer arranges, and there is no stated retention period.

5 — A signable DPA published, configurable agent roles and queue-level visibility, a stated retention period, and deletion of a requester's data that can actually be executed.

8 — Automatic retention rules per queue or data category, attachment handling stated, an audit log of who opened which ticket, documented support for access and erasure requests, and pseudonymisation or redaction of ticket content.

10 — Built for a data-protection audit: retention executed and evidenced per category, field-level redaction, full audit trail, subprocessor list published, and the vendor's own support access to customer instances documented and consent-gated.

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The Skeptic

A GDPR page exists and the company is European-owned, and that is the whole of the protection evidence. We found no public information on retention periods, an executable deletion path for a requester, agent roles or queue-level visibility, a published signable DPA, or an audit of who opened which ticket. 1

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Integrations & API

How this is scored

The systems a helpdesk has to reach — CRM, shop, order management, identity — and whether the API is documented for building or gated behind a partner conversation.

0 — No API and no named integrations; context is copied in by hand.

3 — A handful of native integrations and a read-mostly API, with no webhooks and no documented rate limits.

5 — Named integrations for common CRM and shop systems, a documented REST API with keys, webhooks for the core ticket events, and SSO.

8 — Maintained bidirectional integrations, customer context from other systems shown inside the ticket, SCIM provisioning, documented rate limits and a sandbox.

10 — A component rather than a destination: versioned API with a deprecation policy, event streaming both directions, an app framework for in-ticket extensions, and integrations the vendor maintains rather than lists.

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The Skeptic

Shopify and WooCommerce are named as native connections, an API is documented, and custom integrations are offered as a service the vendor builds for you. No CRM is named, and we found no public information on webhooks, rate limits, SSO, SCIM provisioning, or a sandbox. 1

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European sovereignty

How this is scored

Where the ticket archive lives, who the contracting entity is, which subprocessors touch it, and whether vendor support can read customer data. Independently sourced by the sovereignty pipeline; scored here as this buyer weighs it.

0 — Non-EU vendor and contracting entity, hosting unstated or non-EU, subprocessors unnamed.

3 — EU hosting offered as an option while the contracting entity is non-EU, or the subprocessor list is absent.

5 — EU hosting as standard and an EU contracting entity, but parts of the chain — support tooling, analytics, AI features — are non-EU without an explained safeguard.

8 — EU or DACH hosting with a named data-centre provider, EU contracting entity, full subprocessor list published, and any non-EU processing named with its legal basis.

10 — Sovereign end to end and evidenced: vendor, entity, hosting and every subprocessor in the EU, certification published, and a self-hosted or private-cloud option for buyers who need the archive on their own infrastructure.

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The Skeptic

European ownership is stated and a GDPR page exists, but the sovereignty record is otherwise empty: no hosting location, no contracting entity, no named data-centre provider, and no subprocessor list. We found no public information on where the ticket archive is stored or whether vendor support can read customer instances. 1

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Pricing transparency not rated — the vendor publishes no price

How this is scored

Whether a support lead can compute the real annual invoice for their agent count — including the channels and features they actually need — from public pages alone.

0 — No public prices at all; every tier is a sales conversation.

3 — A per-agent headline exists, but the tier where the needed channel or SLA feature begins is unstated, or light-agent and contact limits are not mentioned.

5 — Per-agent prices public for the main tiers with billing period stated, but at least one commonly needed capability (telephony, messengers, SLA policies) sits in an unpriced bundle.

8 — Every tier and add-on priced publicly with per-agent maths, billing period, minimum term and VAT treatment stated; only genuinely custom enterprise work lacks a number.

10 — Complete price computability: a calculator or table producing the annual invoice for a given agent count and channel selection, including usage-metered channels and overage.

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The Skeptic

The captured page offers a free trial and steers buyers to a customised demo with the sales team; we found no public prices, no tiers, no per-agent maths, no billing period or minimum term, and no public information on channel add-ons or metered usage. An annual invoice for a given agent count is not computable from what was captured. 1

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European sovereignty — proven facts

0 of 4 dimensions proven

Built only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.

Ownership Not determined — uncited Report an error
Data residency Not determined — uncited Report an error
Subprocessors Not determined ⚠ unverified — uncited Report an error

Where this could be wrong

What we left out

A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.

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Sources (10)

The pages every claim on this page was read from — each one checked, dated, and kept verifiable.

  1. 1 Vendor page www.trengo.com Checked 22 Sep 2026 Details →
  2. 2 Security / trust page — found from the homepage trengo.com Checked 30 Sep 2026 Details →
  3. 3 Ticketing, queues & SLA — found from sitemap help.trengo.com Checked 1 Oct 2026 Details →
  4. 4 Ticketing, queues & SLA — found from sitemap help.trengo.com Checked 1 Oct 2026 Details →
  5. 5 Channels in one queue — found from sitemap trengo.com Checked 1 Oct 2026 Details →
  6. 6 Channels in one queue — found from sitemap help.trengo.com Checked 1 Oct 2026 Details →
  7. 7 Knowledge base & deflection — found from sitemap help.trengo.com Checked 1 Oct 2026 Details →
  8. 8 Customer data protection — found from sitemap trengo.com Checked 1 Oct 2026 Details →
  9. 9 Integrations & API — found from sitemap trengo.com Checked 1 Oct 2026 Details →
  10. 10 Integrations & API — found from sitemap trengo.com Checked 1 Oct 2026 Details →