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Freshdesk vs Sendbird comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Users experience cost and time savings with Automation Anywhere, noting reduced errors and improved processes within 6-18 months.
Sentiment score
6.6
Freshdesk boosts ROI with automation, reducing costs and enhancing productivity, service quality, and operational scalability effectively.
Sentiment score
5.5
Sendbird improved ROI by streamlining communication, enhancing engagement, increasing user retention, reducing costs, and boosting customer satisfaction.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
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.
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.
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.
Head Of Product & Engineering (Cpto) at a real estate/law firm with 11-50 employees
The main return was not something of direct cost tracking on my own side, but more on the time saved, the faster response, and the reduced pressure on agents.
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
It allowed us to focus on validating business workflows and user experience instead of troubleshooting core messaging functionality.
Software Engineer in Test at a tech services company with 201-500 employees
I have seen a return on investment because I was the only person needed to deploy it instead of four people coding for the implementation.
Support Engineer at a tech vendor with 5,001-10,000 employees
 

Customer Service

Sentiment score
7.0
Automation Anywhere's customer service is praised for responsiveness and knowledge, though some users report delays and communication gaps.
Sentiment score
6.5
Freshdesk offers responsive basic support with good documentation, but complex issues can be slow, averaging 8/10 ratings.
Sentiment score
5.1
Sendbird support is responsive and helpful, though complex issues may require faster responses; community forums enhance user experience.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
From my experience, once it is set up, we have never had problems.
Customer Success Manager at Mimshackworks Endeavors
The first-time response should be within 30 seconds.
NOC SOC ANALYST at SAVIC Inc.
The resolution to some problems that involved multiple SDKs came in a little later and required a lot of effort from my end to get the solution out.
Vice President, Technology (Mobile Architecture & Platform Lead) at Playfora
The team was responsive and helpful in addressing technical questions.
Software Engineer in Test at a tech services company with 201-500 employees
 

Scalability Issues

Sentiment score
7.4
Automation Anywhere efficiently scales from small projects to complex processes with flexible architecture and seamless cloud-based growth.
Sentiment score
6.8
Freshdesk is scalable for small to mid-sized businesses but faces limitations with customizations for large enterprises.
Sentiment score
5.9
Sendbird effectively manages high traffic and large user groups, though some users find scalability and documentation challenging.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
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.
Director, Portfolio Projects at Microland Limited
They can easily send an email to support, and a ticket gets generated for the IT person.
Project Engineer at IT Solution
It has very good connection management which helps a large number of concurrent users to connect and use the chatbot and also helps to maintain traffic spikes.
Support Engineer at a tech vendor with 5,001-10,000 employees
Chats still came in real time, and agents could manage multiple conversations without the system slowing down.
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
The scalability is quite effective.
Junior Software Developer at Weavers Web Solutions Private Limited
 

Stability Issues

Sentiment score
7.0
Automation Anywhere is largely stable and reliable, though infrastructure dependencies and updates can cause occasional temporary instability.
Sentiment score
7.6
Freshdesk is praised for high stability, with occasional minor issues, quick resolutions, and generally excellent performance ratings.
Sentiment score
6.9
Sendbird is stable with minor issues like non-chronological chats, reliable messaging, chatbot accuracy, and rare session or latency problems.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
The goal is always to respond to customer tickets in a timely fashion, ensuring that customers feel seen and heard while also providing solutions.
Customer Success Manager at Mimshackworks Endeavors
After installation and continuous operation, I have encountered no problems.
Head Advisor Infrastructure Cloud Architect at Adrienutech
Freshdesk has been quite stable in the market.
Director, Portfolio Projects at Microland Limited
Conversations loaded properly, messages delivered in real time, and the system generally stayed responsive even when chat volumes increased significantly.
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
The chatbot availability is approximately 99% and even if some services are down, it does not affect the chatbot availability.
Support Engineer at a tech vendor with 5,001-10,000 employees
Sendbird was a stable and reliable platform throughout my experience.
Software Engineer in Test at a tech services company with 201-500 employees
 

Room For Improvement

Users seek improved integration, documentation, and performance while addressing costs, UI complexity, and feature enhancements in Automation Anywhere.
Freshdesk users seek improved customization, analytics, performance, integration, pricing, UI responsiveness, and easier configuration for complex cases.
Sendbird faces challenges in documentation, SDK stability, connection delays, pricing, and seeks improvements in analytics, support, and multimedia features.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Infrastructure Lead at a tech vendor with 10,001+ employees
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.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The current integration is more complicated and doesn’t work as well.
Development Manager at Horizon Software
More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.
Call Centre Manager at a retailer with 51-200 employees
With AI-driven development happening, I would say include more AI-driven development or include more options on different libraries and languages.
Software Engineer at a financial services firm with 51-200 employees
More flexibility in configuring unread count behavior, along with clearer documentation and debugging tools for these scenarios, would make it easier for developers and QA teams to validate and troubleshoot messaging workflows.
Software Engineer in Test at a tech services company with 201-500 employees
The documentation for integrating with the Flutter framework is lacking detailed information.
Junior Software Developer at Weavers Web Solutions Private Limited
 

Setup Cost

Automation Anywhere offers flexible pricing from $50,000 to $200,000 with cost-effective options for diverse deployment needs.
Freshdesk's per-agent licensing is cost-effective, with enterprise plans at 79 Euros monthly, offering comprehensive features and negotiation options.
Sendbird is perceived as costly with limited trial options, influencing users to consider competitor services due to high expenses.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
Our organization pays about 200,000 Indian rupees per year for the license.
VP - Technology and Solutions at Ninth Dimension IT Solutions (P) Ltd
The pricing experience is relatively competitive, so it is cost-effective.
Project Manager at Yohanna
The setup cost and licensing are very good.
Project Engineer at IT Solution
overall it is an expensive product as compared to other peers
Vice President, Technology (Mobile Architecture & Platform Lead) at Playfora
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
Junior Software Developer at Weavers Web Solutions Private Limited
 

Valuable Features

Automation Anywhere offers user-friendly automation with drag-and-drop features, enhancing productivity and efficiency without extensive coding.
Freshdesk streamlines customer support with efficient ticketing, automation, omnichannel support, and analytics, enhancing satisfaction and operational efficiency.
Sendbird offers scalable API-based messaging with real-time communication, chat management, and integrations to enhance user engagement and support efficiency.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
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.
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.
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.
Project Engineer at IT Solution
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
Junior Software Developer at Weavers Web Solutions Private Limited
On average, I save two weeks per project compared to building custom chatbots.
Support Engineer at a tech vendor with 5,001-10,000 employees
Having the full history in one place makes a very big difference because agents can quickly understand what has already happened and continue helping customers without making them repeat themselves.
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Freshdesk
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
41
Ranking in other categories
Customer Experience Management (3rd), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (4th)
Sendbird
Average Rating
8.4
Reviews Sentiment
5.9
Number of Reviews
12
Ranking in other categories
Help Desk Software (9th), Enterprise Social Software (5th), AI Customer Experience Personalization (1st), AI Customer Support (3rd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Gauri Thakur - PeerSpot reviewer
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.
Shadrach Godwish Chukwu - PeerSpot reviewer
SDR and Workflow Automation Specialist at a tech services company with 11-50 employees
Organized real-time customer chats have improved support efficiency and response handling
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. Conversations flow naturally, as though you are talking to someone in real time. If I could improve one thing, I would add more built-in analytics around conversations, such as clearer insights on response times, common issues, and agent performance. That would make it much easier to optimize support without relying on external tools. One improvement I see for Sendbird would be more flexibility in customizing the chat interface, especially around how conversations are displayed for agents. Sometimes, when handling multiple chats, having better layout controls or quick filters would make it much easier to stay organized. I also would appreciate more built-in analytics inside the platform itself, such as clearer breakdowns of response times, chat resolution rates, and common customer issues. Right now, you often need external tools to get that level of insights. Overall, it works very well, but those improvements would make the day-to-day support work much smoother and much more efficient.
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
13%
Financial Services Firm
11%
Manufacturing Company
10%
University
6%
Construction Company
22%
Manufacturing Company
17%
Financial Services Firm
7%
Media Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise83
Large Enterprise553
By reviewers
Company SizeCount
Small Business28
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise5
Large Enterprise3
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What needs improvement with Freshdesk?
I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...
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 cust...
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 se...
What is your experience regarding pricing and costs for Sendbird?
Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quit...
What needs improvement with Sendbird?
One thing I found unique about Sendbird is how smooth the real-time chat feels. It does not feel delayed or clunky. C...
What is your primary use case for Sendbird?
I have been using Sendbird for approximately two years. I have been using Sendbird mainly for customer communication ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
Sendbird Calls, Sendbird Desk
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
Information Not Available
Find out what your peers are saying about Freshdesk vs. Sendbird and other solutions. Updated: June 2026.
902,988 professionals have used our research since 2012.