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Cisco Webex Experience Management vs Freshdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 27, 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 (5th), Knowledge Management Software (5th)
 

Mindshare comparison

As of July 2025, in the Customer Experience Management category, the mindshare of Cisco Webex Experience Management is 1.3%, down from 2.4% compared to the previous year. The mindshare of Freshdesk is 5.3%, up from 4.5% 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."
"I used Freshdesk for communication with the clients, such as real-time chats."
"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."
"It is very easy to make reports."
"It is quite easy to program custom apps and integrate them."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"These features are easy to use, and the filtering is really good, providing a good overview of active tickets and who's working on them."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
 

Cons

"It is very expensive but there are no additional charges after it's purchased."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."
"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."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"Technical support is not the best. It could be much, much better and offer better support to users."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
 

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."
"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
"The pricing is pretty manageable and acceptable."
"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."
"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."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"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."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
24%
Manufacturing Company
7%
Educational Organization
7%
Government
6%
 

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

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Find out what your peers are saying about Qualtrics, Salesforce, ServiceNow and others in Customer Experience Management. Updated: July 2025.
864,053 professionals have used our research since 2012.