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Freshdesk vs Sprinklr comparison

 

Comparison Buyer's Guide

Executive Summary

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
32
Ranking in other categories
Customer Experience Management (4th), Field Service Management (3rd), Help Desk Software (5th), Knowledge Management Software (5th)
Sprinklr
Average Rating
7.8
Number of Reviews
10
Ranking in other categories
Social CRM (1st), Community Platforms (1st), 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 5.3%, up 4.5% compared to last year.
Sprinklr, on the other hand, focuses on Social CRM, holds 17.0% mindshare, down 22.1% since last year.
Customer Experience Management
Social CRM
 

Featured Reviews

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.
VikasKhattri - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"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."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."
"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 is very easy to make reports."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."
"The organization that is possible with other departments is the solution's most valuable aspect."
"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."
"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."
"The most effective feature is the automation of the routing engine."
"The interface is the most valuable feature to me."
"Everything is integrated in one platform."
"The most important feature of Sprinklr is its high availability since it is a cloud solution."
"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."
"AI manages customer interactions really well, and the flow becomes easier."
 

Cons

"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like to see a little bit more color in the solution."
"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."
"I would like on-the-go translation,"
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
"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."
"The solution's inbound calls could be improved."
"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."
"Sprinklr could be more drag-and-drop friendly."
"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."
"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."
"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."
"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."
 

Pricing and Cost Advice

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"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 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."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"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."
"It is costly."
"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 pricing is pretty manageable and acceptable."
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Top Industries

By visitors reading reviews
Computer Software Company
25%
Real Estate/Law Firm
8%
Financial Services Firm
8%
Manufacturing Company
7%
Financial Services Firm
14%
Computer Software Company
11%
Retailer
8%
Non Profit
7%
 

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?
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...
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...
 

Comparisons

 

Overview

 

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
Find out what your peers are saying about Qualtrics, Salesforce, ServiceNow and others in Customer Experience Management. Updated: June 2025.
859,687 professionals have used our research since 2012.