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Cisco Webex Experience Management vs Freshdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 20, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cisco Webex Experience Mana...
Ranking in Customer Experience Management
21st
Average Rating
6.0
Reviews Sentiment
8.2
Number of Reviews
1
Ranking in other categories
No ranking in other categories
Freshdesk
Ranking in Customer Experience Management
4th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
32
Ranking in other categories
Field Service Management (3rd), Help Desk Software (6th), Knowledge Management Software (4th)
 

Mindshare comparison

As of June 2025, in the Customer Experience Management category, the mindshare of Cisco Webex Experience Management is 1.4%, down from 2.8% compared to the previous year. The mindshare of Freshdesk is 5.7%, up from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

reviewer2281632 - PeerSpot reviewer
Very stable but exceptionally costly
It is a fairly scalable solution and it does not require any maintenance. I would give it a ten out of ten for stability. Approximately 100 people use Cisco Webex Experience Management at our company. I do not use it every day, but other employees do. Unless it becomes more affordable, we do not plan to increase the usage of the solution at our company.
SujayRao - PeerSpot reviewer
Offers insights into team performance, with ready-made reports and GenAI features that assist in creating reports
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-party integration options, these features should be inherently available in the tool without additional expenses. Integration with social media and review platforms should be built-in.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It works well in general, we haven't had any issues with it. It is stable and useful."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Technical support is outstanding."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The UI is easy to use."
 

Cons

"It is very expensive but there are no additional charges after it's purchased."
"I would like on-the-go translation,"
"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"Technical support is not the best. It could be much, much better and offer better support to users."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
 

Pricing and Cost Advice

Information not available
"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."
"It is costly."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"The pricing is pretty manageable and acceptable."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
25%
Real Estate/Law Firm
8%
Financial Services Firm
7%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Cisco Webex Experience Management?
It works well in general, we haven't had any issues with it. It is stable and useful.
What is your experience regarding pricing and costs for Cisco Webex Experience Management?
Cisco Webex Experience Management is very expensive but there are no additional charges after it's purchased. I would rate it a ten out of ten in terms of costliness.
What needs improvement with Cisco Webex Experience Management?
I wouldn't say it needs any improvement on the technical side, but it could be less expensive.
What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
What needs improvement with Freshdesk?
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
What is your primary use case for Freshdesk?
My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations. For the industry that I'm working in, Freshdesk is used primarily fo...
 

Comparisons

No data available
 

Also Known As

CloudCherry
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Overview

 

Sample Customers

HDFC, PUMA, Dessert School, Caratelane, MYA, Tata Steel, Titan, University of Essex, Voonik, Fasttrack, Yatra, Central, MakeMyTrip
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Find out what your peers are saying about Qualtrics, Salesforce, ServiceNow and others in Customer Experience Management. Updated: June 2025.
858,327 professionals have used our research since 2012.