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Freshdesk vs Salesforce comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 4, 2025

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
8.2
Freshdesk improves efficiency and customer management, offering significant ROI and costing only $10 per user monthly.
Sentiment score
8.1
Salesforce boosts sales conversion, saves time with automation, enhances customer management, and shifts focus to strategic advancements.
The time saved is spent on more important, innovative tasks that advance us technologically and strategically.
 

Customer Service

Sentiment score
7.2
Freshdesk offers responsive support with timely resolutions, although email integrations can be complex and involve multiple contact layers.
Sentiment score
7.5
Salesforce support is praised for technical expertise, quick resolutions, and superior service, with high retention and integration quality.
We have not needed to contact technical support, as Freshdesk has met our needs efficiently.
When I interact with agents or contact Salesforce, they are always responsive and provide good solutions.
 

Scalability Issues

Sentiment score
7.8
Freshdesk efficiently scales for varying user numbers, integrates seamlessly, and adapts to evolving needs, aiding growing businesses.
Sentiment score
8.2
Salesforce is praised for its scalability, efficiently accommodating organizations of all sizes despite licensing challenges.
Additional features like email, WhatsApp, and SMS ticketing, along with Slack integration, can be enabled as required.
We can scale by purchasing licenses for more users and adding new workflow processes limitlessly.
 

Stability Issues

Sentiment score
8.2
Freshdesk offers reliable performance with minimal downtime, though minor issues like email blockages occur but are quickly resolved.
Sentiment score
8.4
Salesforce is praised for its stability and reliability, receiving high ratings and confidence for consistent performance.
I would rate Salesforce's stability high, around ten.
 

Room For Improvement

Users desire improved Freshdesk customization, support, integrations, interface intuitiveness, reporting, documentation, localization, and social media handling.
Salesforce faces challenges with integration, UI complexity, high pricing, performance, and demands for enhanced enterprise capabilities and sector-specific features.
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.
 

Setup Cost

Freshdesk offers competitive pricing with flexible plans, though costs can increase with additional features and as needs grow.
Salesforce pricing is often seen as costly, but it's justified by its extensive features and scalability for enterprises.
Our organization pays about 200,000 Indian rupees per year for the license.
 

Valuable Features

Freshdesk features ticket automation, omnichannel support, and customizable workflows, enhancing efficiency and adaptability for customer interaction management.
Salesforce excels with its user-friendly interface, analytics, and CRM capabilities, enhancing productivity and decision-making through automation and integration.
The auto-assignment feature is particularly valuable as it alleviates the administrative task of manually checking for available engineers to assign tickets.
Automating manual processes has streamlined my work, allowing me to dedicate time to more important tasks instead of wasting time on manual data entry.
 

Categories and Ranking

Freshdesk
Ranking in Customer Experience Management
6th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
30
Ranking in other categories
Field Service Management (3rd), Help Desk Software (8th), Knowledge Management Software (5th)
Salesforce
Ranking in Customer Experience Management
3rd
Average Rating
8.0
Reviews Sentiment
8.1
Number of Reviews
37
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of March 2025, in the Customer Experience Management category, the mindshare of Freshdesk is 4.8%, down from 5.1% compared to the previous year. The mindshare of Salesforce is 6.3%, up from 2.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
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.
Alona Bean - PeerSpot reviewer
Automating processes saves time for strategic tasks and provides excellent support
One of the best features Salesforce offers is the ability to design custom workflow processes. This has reduced time significantly, saving hours of manual work since it is now automated via Salesforce. Automating manual processes has streamlined my work, allowing me to dedicate time to more important tasks instead of wasting time on manual data entry.
report
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842,388 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
24%
Financial Services Firm
7%
Real Estate/Law Firm
7%
Manufacturing Company
6%
Financial Services Firm
16%
Educational Organization
13%
Comms Service Provider
11%
Computer Software Company
11%
 

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?
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-part...
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
What do you like most about Salesforce?
The solution's analytics reporting features are quite good.
What is your experience regarding pricing and costs for Salesforce?
Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.
What needs improvement with Salesforce?
There isn't a particular improvement I can mention at the moment, but I would like to return to the topic later.
 

Comparisons

 

Overview

 

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
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Find out what your peers are saying about Freshdesk vs. Salesforce and other solutions. Updated: March 2025.
842,388 professionals have used our research since 2012.