Freshdesk vs Sprinklr comparison

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Freshdesk

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Executive SummaryUpdated on Mar 1, 2026

Freshdesk and Sprinklr compete in the customer support software category. Freshdesk seems to have the upper hand due to its strong automation and customization features, making it suitable for organizations looking to reduce costs and streamline workflows.

Features: Freshdesk offers workflow automation, highly customizable solutions, and live chat functionalities. It supports comprehensive ticket management and integration capabilities. Sprinklr provides strong data aggregation and integration with common CRMs, along with robust social media management tools.

Room for Improvement: Freshdesk could enhance custom dashboards, API rate limits, and simplify the ticket system for tasks involving multiple teams. Localization support is another area needing improvement. Sprinklr could improve its UI for new users, enhance post-editing capabilities, and offer more ready-made CRM integrations.

Ease of Deployment and Customer Service: Freshdesk offers flexible deployment options, including on-premises and cloud setups, and provides responsive customer service but could improve technical support. Sprinklr is a cloud solution with proactive customer support, yet users desire more direct 24/7 engagement and simpler integration processes.

Pricing and ROI: Freshdesk is known for competitive pricing and a scalable licensing model that delivers ROI by improving efficiency and reducing costs. Sprinklr is viewed as a premium tool with high costs justified by its extensive features, but pricing could be more inclusive to match capabilities.

To learn more, read our detailed Freshdesk vs. Sprinklr Report (Updated: April 2026).

Freshdesk vs. Sprinklr

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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

Ranking in Customer Experience Management

5th

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 (5th)

Sprinklr

Ranking in Customer Experience Management

7th

Average Rating

8.0

Number of Reviews

Ranking in other categories

Social CRM (3rd), Customer Feedback Management (2nd), Community Platforms (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (5th)

Mindshare comparison

As of April 2026, in the Customer Experience Management category, the mindshare of Freshdesk is 1.9%, down from 5.6% compared to the previous year. The mindshare of Sprinklr is 2.3%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
Freshdesk	1.9%
Sprinklr	2.3%
Other	95.8%

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.

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Leonid Mironov

Social & Digital Media Performance, Senior Manager at Majid Al Futtaim

Facilitating data-driven decisions with powerful reporting and case management

The most valuable features are case management and reporting. The Unified-CXM Platform also helps in data aggregation and offers the capability to export data in different formats and integrate it with common CRMs like Microsoft 360 or Salesforce. Additionally, the ability to manage access to the data and ensure visibility to third parties is quite beneficial. The solution allows me to take data-driven decisions and identify gaps within the business by collecting and labeling data extensively.

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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

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

"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."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way."

"The UI is easy to use."

"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."

"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, as we can connect it with our phones and our chat, and also with the API and have it as an email service, and Freshdesk just makes our life easier."

"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."

More Freshdesk pros

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

"AI manages customer interactions really well, and the flow becomes easier."

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

"From a cost perspective, it requires replacing, but in terms of business benefits, Sprinklr provides a very good customer experience, which is the major benefit for us."

"Everything is integrated in one platform."

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

"The most valuable features are case management and reporting."

More Sprinklr pros

Cons

"I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product."

"There are some restrictions where you need automations and sometimes there is just no way to achieve what you need - but this is common with other tools."

"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."

"The most frustrating thing is definitely the solutions center customization."

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

"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."

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

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

More Freshdesk cons

"Depending on someone's needs, based on the price and functionality, I would lean towards no recommendation."

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

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

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

"The solution is somewhat scalable yet requires improvement in pre-existing integrations with CRM systems like Salesforce and Zendesk; the reliance on custom solutions for integrations is time-consuming and resource-intensive, which hampers scalability."

"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."

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

More Sprinklr cons

Pricing and Cost Advice

"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."

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

"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."

"The pricing is pretty manageable and acceptable."

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

"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."

More Freshdesk pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Construction Company

10%

Manufacturing Company

10%

University

Financial Services Firm

12%

Construction Company

Media Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	5
Large Enterprise	6

Questions from the Community

What needs improvement with Freshdesk?

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an optio...

What is your primary use case for Freshdesk?

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and respon...

What advice do you have for others considering Freshdesk?

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the comp...

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

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Zendesk vs Freshdesk

Compared 7% of the time

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Zoho Desk vs Freshdesk

Compared 3% of the time

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Salesforce Marketing Cloud vs Sprinklr

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Sprout Social vs Sprinklr

Compared 6% of the time

Intercom Customer Communications Platform vs Sprinklr

Compared 5% of the time

HootSuite vs Sprinklr

Compared 5% of the time

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Product Reports

Freshdesk

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Also Known As

No data available

Get Satisfaction, Unified-CXM Platform

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

Sprinklr provides a comprehensive Unified-CXM Platform offering AI analytics, automation, integration with CRMs, and social media management to enhance customer interactions and operational efficiency.

Sprinklr is designed to support data-driven decisions by offering tools for social media management, content scheduling, and automation. It allows businesses to seamlessly manage customer interactions across channels, leveraging custom rule engines and AI analytics. While its customization, reporting, and case management features are appreciated, improvements in integrations and live support are noted. Users find onboarding complex and seek a more streamlined interface and advanced features like enhanced CRM interaction and post-editing capabilities. The platform is particularly useful in managing omnichannel engagement, integrating platforms like Facebook, WhatsApp, LinkedIn, YouTube, and Instagram, and providing extensive analytics and reporting.

What are the key features of Sprinklr?

Customization and AI Analytics: Tailor solutions with custom rule engines and AI-powered insights.
Automation and Scheduling: Boost productivity with automated processes and smart content planning.
Integration with CRMs: Connect seamlessly for enhanced customer management.
Social Media Management: Comprehensive tools for managing and scheduling content across platforms.
Omnichannel Engagement: Integrate multiple platforms for consistent customer interaction.

What benefits can users expect from Sprinklr?

Improved Customer Experiences: Enhance customer satisfaction with efficient service management.
Operational Efficiency: Streamline processes with automation and comprehensive analytics.
User-Friendly Interface: Simplified operations and easier management for teams.
Comprehensive Social Media Coverage: Engage with audiences across multiple channels seamlessly.

Sprinklr is particularly effective for industries like cryptocurrency, where managing customer interactions via chatbots, live agents, and integrated platforms such as Facebook and WhatsApp is vital. Businesses use it for social listening, analytics, and advertising on platforms like LinkedIn and Instagram, benefiting from modules focused on care, engagement, listening, and advertising.

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

Freshdesk vs. Sprinklr