Freshdesk vs Sprinklr comparison

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77% willing to recommend

Freshdesk

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Executive Summary

We performed a comparison between Freshdesk and Sprinklr based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Qualtrics, Salesforce and others in Customer Experience Management.

To learn more, read our detailed Customer Experience Management Report (Updated: May 2025).

Customer Experience Management

May 2025

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Helped 850,900 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:

Categories and Ranking

Freshdesk

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (7th), Knowledge Management Software (5th)

Sprinklr

Average Rating

7.8

Number of Reviews

Ranking in other categories

Social CRM (1st), Community Platforms (2nd), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. Freshdesk is designed for Customer Experience Management and holds a mindshare of 5.4%, up 4.6% compared to last year.
Sprinklr, on the other hand, focuses on Social CRM, holds 17.5% mindshare, down 24.0% since last year.

Customer Experience Management

Social CRM

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

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VikasKhattri

Enterprise Sales Manager at Etisalat

Automation tools have improved workflow efficiency and offers AI features

AI manages customer interactions really well, and the flow becomes easier. The best part about AI is its analytics. For example, if a customer has been with the product for past five years, it provides insights into a customer's buying behavior and past issues with the company. This data is important when dealing with a customer on a call or another channel. Sprinklr's automation tools have improved workflow efficiency for our customers and made their life easier. he integration is better than before because they are really focusing on what they're doing now. Some of our colleagues even moved to Sprinklr from Aethela, and they are really building it up in a better way.

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Quotes from Members

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

Pros

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."

"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 UI is easy to use."

"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."

"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

More Freshdesk pros

"The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything."

"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."

"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."

"Everything is integrated in one platform."

"The most effective feature is the automation of the routing engine."

"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."

"The interface is the most valuable feature to me."

"The most important feature of Sprinklr is its high availability since it is a cloud solution."

More Sprinklr pros

Cons

"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."

"Technical support is not the best. It could be much, much better and offer better support to users."

"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."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"The solution's inbound calls could be improved."

"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."

"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."

"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."

More Freshdesk cons

"There could be more videos on how to use Sprinklr."

"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."

"Sprinklr could be more drag-and-drop friendly."

"Their support team should opt for phone calls over emails to resolve issues faster."

"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."

"The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments."

"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."

"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."

More Sprinklr cons

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"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 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 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 is costly."

"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."

"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."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

25%

Financial Services Firm

Real Estate/Law Firm

Manufacturing Company

Computer Software Company

16%

Financial Services Firm

14%

Retailer

Non Profit

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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?

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.

What is your primary use case for Freshdesk?

I mainly use Freshdesk as a support system for our customers.

Why is Sprinklr famous for its social media feature?

As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...

Is Sprinklr a free digital experience platform?

No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...

Can Sprinklr help a company provide good customer support?

I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...

JIRA Service Management vs Freshdesk

Comparisons

ServiceNow vs Freshdesk

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Maven AGI vs Freshdesk

Compared 10% of the time

Spiceworks vs Freshdesk

Compared 7% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 7% of the time

More Freshdesk Competitors

NICE CXone vs Sprinklr

Compared 34% of the time

HootSuite vs Sprinklr

Compared 17% of the time

Sprout Social vs Sprinklr

Compared 14% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 13% of the time

Khoros Social Media Management vs Sprinklr

Compared 12% of the time

More Sprinklr Competitors

Product Reports

Download Freshdesk product report

Freshdesk

May 2025

Download Sprinklr product report

April 2025

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Sprinklr is an established customer experience platform (CMX) used by many well-known business giants to advertise, market, and research. Sprinklr understands the needs of customers for a unified experience and provides them with modern research, modern care, modern marketing and advertising, and social engagement and sales, helping companies improve their reach as well as their ROI.

Sprinklr Features

Sprinklr aims to bring the ultimate unified digital experience through services like enablement, success management, transformation and managed services, strategy and analytics, and moderation services. The features that Sprinklr offers include:

Modern care: Sprinklr is dedicated to customer support, helping companies enhance the digital experience through features that include conversational AI, IVR deflection, case management, CSAT prediction, guided workflows, knowledge base, AI agent assistance, AI routing, and automated quality audits.
Modern research: Sprinklr not only allows companies to manage incoming customer inquiries, but it also provides extensive data about the digital experience companies are providing to their clients. Organizations can easily access performance reports all in one place and use the data to change the areas where they're not performing well. The insights are provided thanks to features such as AI-powered insight on current events, allowing companies to fix potential risk issues and transform feedback from customers into solutions for the improvement of the digital experience.
Modern marketing and advertising: Once a company decides to provide its users with a digital experience, it should concentrate not only on the content it's providing, but also on the way it's reaching its target. That's why Sprinklr offers features for marketing and advertising that allow organizations to access the marketing for their brands in a single platform while delivering their content across many different channels. This category features campaign planning, workflow management, automated task assignment, integrated asset management, unified calendar, ads management, dark post moderation, omnichannel analytics, and advocacy. All the provided features allow companies to deliver marketing and advertising that will expand their digital experience and reach a vast array of clients.
Social engagement and sales: Sprinklr provides features that help companies to enhance their social engagement and sales and potentially generate more revenue. These features, which include conversational commerce, a gallery, and customization for communities, allow companies to deliver a more efficient digital experience through social media and reach more groups of clients.

Sprinklr Benefits

The benefits of Sprinklr include:

Easy, all-in access to user insight and data
Thorough social media engagement reports
AI integrations for customer support

Sample Customers

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

GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines