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).

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Freshdesk vs. Sprinklr

April 2026

Helped 892,678 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

Ranking in Customer Experience Management

3rd

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 (1st), Customer Feedback Management (2nd), Community Platforms (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (4th)

Mindshare comparison

As of May 2026, in the Customer Experience Management category, the mindshare of Freshdesk is 2.2%, down from 5.9% compared to the previous year. The mindshare of Sprinklr is 2.5%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Mindshare Distribution
Product	Mindshare (%)
Freshdesk	2.2%
Sprinklr	2.5%
Other	95.3%

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

"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."

"When it is the appropriate solution, Freshdesk is fantastic."

"Omnichannel is one of the most valuable features of the solution."

"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."

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

"Freshdesk offers way more flexibility, the people there are really dedicated and human, they want you to be happy with the product, and it is much more affordable than Zendesk."

"It is quite easy to program custom apps and integrate them."

"The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it."

More Freshdesk pros

"The metrics I track focus on engagement and impressions, and I've achieved high impression rates with Sprinklr, probably around six percent, because it's easier for participants to share and the platform allows users to share posts with unique URLs, enabling coworkers to make posts of their own while appearing organic and thus increasing impression and view rates."

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

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

"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."

"The Unified-CXM Platform has enabled cost savings on resources by aggregating data and sorting messages before reaching an agent, reducing the workload and optimizing headcount."

"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."

"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."

More Sprinklr pros

Cons

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

"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 option to increase or remove the restriction with an additional fee."

"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."

"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."

"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."

"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."

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

More Freshdesk cons

"When onboarding new users, the platform requires a lot of fine-tuning, which demands certain expertise on the customer side."

"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."

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

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

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

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

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

"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."

More Sprinklr cons

Pricing and Cost Advice

"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 pricing is pretty manageable and acceptable."

"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."

"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."

"It is costly."

"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."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Construction Company

10%

Manufacturing Company

10%

University

Financial Services Firm

11%

Comms Service Provider

Construction Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	25
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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Compared 15% of the time

Zendesk vs Freshdesk

Compared 8% of the time

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

Zoho Desk vs Freshdesk

Compared 3% of the time

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Qualtrics XM Platform vs Sprinklr

Compared 8% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 7% of the time

Sprout Social vs Sprinklr

Compared 6% of the time

HootSuite vs Sprinklr

Compared 6% of the time

Intercom Customer Communications Platform vs Sprinklr

Compared 5% of the time

More Sprinklr Competitors

Product Reports

Download Freshdesk product report

Freshdesk

May 2026

Download Sprinklr product report

April 2026

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