Freshdesk vs Qualtrics XM Platform comparison

Freshworks and Qualtrics are both solutions in the Customer Experience Management category. Freshworks is ranked #2 with an average rating of 8.1, while Qualtrics is ranked #6 with an average rating of 8.5. Freshworks holds a 2.2% mindshare in CEM, compared to Qualtrics’s 3.5% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of Qualtrics users who would recommend it.

Freshdesk

Read 41 Freshdesk reviews

5,647 Views
1,242 Comparison Views

93% willing to recommend

Qualtrics XM Platform

Read 18 Qualtrics XM Platform reviews

4,047 Views
1,781 Comparison Views

100% willing to recommend

Freshdesk

Qualtrics XM Platform

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 4, 2025

Freshdesk and Qualtrics XM Platform cater to businesses needing efficient customer service and feedback tools. Freshdesk seems to hold an upper hand in ticketing and automation, making it appealing for real-time issue resolution, while Qualtrics excels in survey functionalities, offering robust insights for data analysis.

Features: Freshdesk offers customizable ticketing systems and extensive automation options, supports email and social media ticketing, and provides robust reporting capabilities, making it a versatile tool for customer service. Qualtrics XM Platform stands out for its user-friendly survey creation, AI-driven insights, and pre-built integrations, enabling comprehensive feedback gathering and analysis.

Room for Improvement: Freshdesk could enhance its solution center customization, expand integration capabilities, and improve language support. Users desire better streamlining of processes to minimize complexity. Qualtrics XM could improve its analytics and dashboard functionality, enhance AI for survey creation, and offer better visual elements in survey processes. Addressing small feedback use cases is also recommended.

Ease of Deployment and Customer Service: Freshdesk provides both on-premise and cloud deployment options, praised for responsive support but with feedback indicating a need for more consistent technical support. Qualtrics XM, primarily cloud-based, offers flexibility with private and hybrid clouds, favoring scalability. Customer service is generally positive, with some feedback indicating a need for more comprehensive support.

Pricing and ROI: Freshdesk is seen as cost-effective with competitive pricing, offering clear ROI, especially for extensive team use. Qualtrics XM Platform, though considered expensive, justifies the cost for larger enterprises with its comprehensive features. Pricing plans offer flexibility based on use cases, yet it remains relatively more expensive than some competitors.

To learn more, read our detailed Freshdesk vs. Qualtrics XM Platform Report (Updated: June 2026).

Buyer's Guide

Freshdesk vs. Qualtrics XM Platform

June 2026

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Helped 902,495 peers since 2012

Review summaries and opinions

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

ROI

Sentiment score

6.6

Freshdesk boosts ROI with automation, reducing costs and enhancing productivity, service quality, and operational scalability effectively.

Sentiment score

6.8

Qualtrics XM enhances workflows, integrates software for data insights, and is favored for automating surveys and feedback collection.

People who initially find ServiceNow to be on the higher side, but when you do the value gain comparison in the next few years, you see that it does give you the returns, with the AI capabilities and everything it brings.

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Automation of assigning tickets helps in reducing overall operational costs for the company, which frees up agents to do other complex and much-needed tasks.

Vinoxas Mishara

Project Manager at Yohanna

I have seen a return on investment with Freshdesk, as there were definitely savings because we do not need to spend the lifetime of our customer success managers; we can just use this tool.

Iurii Efimov

Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees

For more quotes and insights, download the Freshdesk report

It is the Ferrari of XM platforms.

Romina Dorola

Head Of Vo C Strategy & Customer Success at TheX

It is already compatible with every application that we are using and is something standardized in Roche.

Singh Aman

Generative AI Engineer at Tata Consultancy

We have seen a return on investment because it has saved us time, definitely.

Emorales Morales

Sr. Service Delivery Consultant at a consultancy with 201-500 employees

For more quotes and insights, download the Qualtrics XM Platform report

Customer Service

Sentiment score

6.5

Freshdesk offers responsive basic support with good documentation, but complex issues can be slow, averaging 8/10 ratings.

Sentiment score

6.0

Qualtrics XM support is praised for responsiveness but occasionally criticized for slow resolutions, with some users preferring community resources.

We have not needed to contact technical support, as Freshdesk has met our needs efficiently.

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

From my experience, once it is set up, we have never had problems.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

The first-time response should be within 30 seconds.

Bharanidharan K

NOC SOC ANALYST at SAVIC Inc.

For more quotes and insights, download the Freshdesk report

I would rate the customer support a nine on a scale of one to ten.

Emorales Morales

Sr. Service Delivery Consultant at a consultancy with 201-500 employees

Based on available resources, the documentation, knowledge base, and training materials have been sufficient for the tasks I have worked on.

reviewer2847240

Program Operations Associate at a educational organization with 51-200 employees

I have not needed much direct vendor support for basic survey and analytics use cases because the platform is generally usable once the setup is clear.

Singh Aman

Generative AI Engineer at Tata Consultancy

For more quotes and insights, download the Qualtrics XM Platform report

Scalability Issues

Sentiment score

6.8

Freshdesk is scalable for small to mid-sized businesses but faces limitations with customizations for large enterprises.

Sentiment score

7.6

Qualtrics XM Platform is highly scalable, supporting diverse surveys and large user bases globally, with flexible, adaptable capabilities.

Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

For small to medium-sized businesses, you can look at Freshdesk, but for larger enterprise levels, you look at ServiceNow.

Gauri Thakur

Director, Portfolio Projects at Microland Limited

They can easily send an email to support, and a ticket gets generated for the IT person.

Ashutosh Jha

Project Engineer at IT Solution

For more quotes and insights, download the Freshdesk report

It can handle multiple surveys, large numbers of responses, and reporting requirements without any noticeable performance issues.

reviewer2847240

Program Operations Associate at a educational organization with 51-200 employees

Qualtrics XM Platform is one of the most scalable solutions among survey platforms based on my experience.

JishnuG Anand

Senior Consultant at ALA Consulting Group

In terms of scalability, Qualtrics XM Platform scales well for large organizations because it can support multiple teams, applications, feedback programs, survey types, and analytics dashboards from one platform.

Singh Aman

Generative AI Engineer at Tata Consultancy

For more quotes and insights, download the Qualtrics XM Platform report

Stability Issues

Sentiment score

7.6

Freshdesk is praised for high stability, with occasional minor issues, quick resolutions, and generally excellent performance ratings.

Sentiment score

8.0

Qualtrics XM Platform is stable for surveys, with rare issues and varied stability ratings influenced by personal experience.

The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.

Anita Orioma

Customer Success Manager at Mimshackworks Endeavors

After installation and continuous operation, I have encountered no problems.

Riendi Aziz P

Head Advisor Infrastructure Cloud Architect at Adrienutech

Freshdesk has been quite stable in the market.

Gauri Thakur

Director, Portfolio Projects at Microland Limited

For more quotes and insights, download the Freshdesk report

Survey creation, response collection, reporting, and dashboard access have been consistently available and performed well.

reviewer2847240

Program Operations Associate at a educational organization with 51-200 employees

Qualtrics XM Platform is stable and reliable for server distribution, response collection, and analytics reporting.

Singh Aman

Generative AI Engineer at Tata Consultancy

For more quotes and insights, download the Qualtrics XM Platform report

Room For Improvement

Freshdesk users seek improved customization, analytics, performance, integration, pricing, UI responsiveness, and easier configuration for complex cases.

Qualtrics XM needs better customization, integration, analytics, intuitive workflows, AI features, and transparent pricing to enhance user experience.

Currently, some features like SMS or WhatsApp integration are only available to larger user groups, but even smaller teams should have access based on their specific needs.

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

The current integration is more complicated and doesn’t work as well.

Line WillumsenSolem

Development Manager at Horizon Software

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

Sabrina Adhar

Call Centre Manager at a retailer with 51-200 employees

For more quotes and insights, download the Freshdesk report

They have created a feature that allows you to analyze data that does not come from surveys, such as support calls and chatbot interactions, which is valuable.

Romina Dorola

Head Of Vo C Strategy & Customer Success at TheX

Advanced configuration can be complex, reporting customization has a learning curve, and pricing and licensing need careful governance.

Singh Aman

Generative AI Engineer at Tata Consultancy

Qualtrics XM Platform has become faster at implementing community-requested features.

JishnuG Anand

Senior Consultant at ALA Consulting Group

For more quotes and insights, download the Qualtrics XM Platform report

Setup Cost

Freshdesk's per-agent licensing is cost-effective, with enterprise plans at 79 Euros monthly, offering comprehensive features and negotiation options.

Qualtrics XM Platform's pricing is varied, often seen as costly but justified by its adaptable and customizable features.

Our organization pays about 200,000 Indian rupees per year for the license.

Swamy Nanjundaiah

VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd

The pricing experience is relatively competitive, so it is cost-effective.

Vinoxas Mishara

Project Manager at Yohanna

The setup cost and licensing are very good.

Ashutosh Jha

Project Engineer at IT Solution

For more quotes and insights, download the Freshdesk report

I do not think Qualtrics XM Platform is really expensive; it is a world-class platform that adapts to different price ranges of companies.

Romina Dorola

Head Of Vo C Strategy & Customer Success at TheX

For more quotes and insights, download the Qualtrics XM Platform report

Valuable Features

Freshdesk streamlines customer support with efficient ticketing, automation, omnichannel support, and analytics, enhancing satisfaction and operational efficiency.

Qualtrics XM Platform provides advanced surveys, AI analytics, seamless CRM integration, and real-time insights for efficient feedback and reduced churn.

These features drastically impact my day-to-day work and my team's efficiency by reducing the resolution time significantly, as issues that once took days to resolve are now handled in hours and even minutes.

reviewer2784531

Works at a tech vendor with 201-500 employees

Freshdesk has positively impacted my organization as it has saved a considerable amount of time and has enabled us to focus better on customers, which resulted in lesser churn.

Vinoxas Mishara

Project Manager at Yohanna

Now, with Freshdesk, tickets can be easily assigned to any engineer, who will provide the cause, explain why it happened, and give us the answer on how they resolved the issue.

Ashutosh Jha

Project Engineer at IT Solution

For more quotes and insights, download the Freshdesk report

Integrations with Qualtrics XM Platform are highly customizable, providing out-of-box solutions such as Salesforce and methods to get data from multiple systems through various integrations, including file or API calls, allowing for effective analysis once survey responses are collected.

JishnuG Anand

Senior Consultant at ALA Consulting Group

Qualtrics XM Platform has improved the workflow by providing a centralized and standardized way to collect feedback and analytics data across multiple applications inside Roche.

Singh Aman

Generative AI Engineer at Tata Consultancy

Qualtrics XM Platform has improved our ability to collect and analyze feedback efficiently, leading to more informed decision-making and better program management.

reviewer2847240

Program Operations Associate at a educational organization with 51-200 employees

For more quotes and insights, download the Qualtrics XM Platform report

Categories and Ranking

Freshdesk

Ranking in Customer Experience Management

2nd

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (4th)

Qualtrics XM Platform

Ranking in Customer Experience Management

6th

Average Rating

8.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Social CRM (6th), Survey Software (1st), Customer Feedback Management (1st), Product Management Software (2nd)

Mindshare comparison

As of June 2026, in the Customer Experience Management category, the mindshare of Freshdesk is 2.2%, down from 6.1% compared to the previous year. The mindshare of Qualtrics XM Platform is 3.5%, down from 6.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
Freshdesk	2.2%
Qualtrics XM Platform	3.5%
Other	94.3%

Customer Experience Management

Featured Reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

Read full review

Romina Dorola

Head Of Vo C Strategy & Customer Success at TheX

Experience programs have delivered unified insights and closed-loop actions across journeys

On the negative side of Qualtrics XM Platform, I see that there could be improvements. There were few ways of analyzing unstructured data aside from Text iQ. Customers are trying to analyze not just survey feedback but also contact center calls and chatbot chats to avoid asking customers for information that may already be in the organization's existing data. I thought that was a good point they needed to cover, and I believe they are launching or have launched that this year, though I have not tried it yet. Regarding potential improvements for Qualtrics XM Platform, they have created a feature that allows you to analyze data that does not come from surveys, such as support calls and chatbot interactions, which is valuable.

Read full review

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Top Industries

By visitors reading reviews

Construction Company

13%

Financial Services Firm

11%

Manufacturing Company

10%

University

12%

Manufacturing Company

Financial Services Firm

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	28
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	2
Large Enterprise	7

Questions from the Community

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific vis...

See all answers

What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, w...

See all answers

What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few day...

See all answers

What is your experience regarding pricing and costs for Delighted by Qualtrics?

Regarding pricing, I am not aware of it because Roche admin team already manages it. I am not involved in it, so I really do not know about the cost.

See all answers

What needs improvement with Delighted by Qualtrics?

To improve Qualtrics XM Platform, the current issue is that it has a steep learning curve; it is a bit complicated to understand at first. Perhaps the whole instance can be simplified, as the proce...

See all answers

What is your primary use case for Delighted by Qualtrics?

My main use case for Qualtrics XM Platform is for customer satisfaction, employee engagement, and market research. A specific example of how I use it for customer satisfaction is after every implem...

See all answers

Comparisons

ServiceNow vs Freshdesk

Compared 12% of the time

Zendesk vs Freshdesk

Compared 8% of the time

JIRA Service Management vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

IFS Cloud Platform vs Freshdesk

Compared 3% of the time

More Freshdesk Competitors

Sprinklr vs Qualtrics XM Platform

Compared 7% of the time

Culture Amp vs Qualtrics XM Platform

Compared 7% of the time

Glint vs Qualtrics XM Platform

Compared 6% of the time

DIGITAL CX vs Qualtrics XM Platform

Compared 5% of the time

Genesys Cloud CX vs Qualtrics XM Platform

Compared 5% of the time

More Qualtrics XM Platform Competitors

Product Reports

Buyer's Guide

Freshdesk

June 2026

Download Freshdesk product report

Buyer's Guide

Qualtrics XM Platform

June 2026

Download Qualtrics XM Platform product report

Also Known As

No data available

Delighted by Qualtrics, Qualtrics Customer XM, Qualtrics Core XM,

Overview

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

Qualtrics XM Platform offers AI-driven analytics, seamless integrations, and an intuitive interface for efficient data collection and visualization. Known for its user-friendly design, it supports real-time feedback and sentiment analysis, catering to companies seeking streamlined workflows.

Qualtrics XM Platform enables organizations to create surveys with ease through its drag-and-drop interface. With prebuilt integrations and advanced analytics tools like Text iQ, users efficiently gather insights from data. The platform's comprehensive dashboards facilitate dynamic engagements and amplify decision-making. While the platform excels in many areas, it needs improvements in Salesforce integration, graphical analytics tools, and dashboard speeds to enhance user experience. High costs and data migration limitations are noted as concerns. Qualtrics is utilized across industries for collecting customer experience data, automating surveys, and boosting employee engagement, though some industry-specific functional enhancements are recommended.

What key features does the Qualtrics XM Platform offer?

User-friendly survey creation: Drag-and-drop functionality simplifies design.
AI-driven analytics: Tools like Text iQ offer real-time feedback and sentiment analysis.
Prebuilt integrations: Seamlessly work with existing systems and tools.
Comprehensive data visualization: Enhanced dashboards improve data interpretation.
Automated notifications: Boost engagement with prompt updates and alerts.

What benefits should users expect when reviewing Qualtrics XM Platform?

Simplified tasks: Streamlined workflows reduce complexity in processes.
Improved decision-making: Real-time insights assist with strategic planning.
Enhanced engagement: Features encourage interaction and participation.
Accessibility: Easy for users without technical expertise.

Organizations implement Qualtrics across industries to gather customer insights and automate feedback processes. Retailers use kiosks for in-store feedback, while HR departments leverage the platform for employee onboarding. Banking sectors adopt it for transactional feedback, whereas technology firms assess content effectiveness through in-depth surveys. Enhanced real-time dashboards help access and utilize collected data efficiently.

Qualtrics

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Aetna, 1 800 Contacts, GE

Buyer's Guide

Freshdesk vs. Qualtrics XM Platform

June 2026

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