Freshdesk vs Sprinklr comparison

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Freshdesk

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Executive SummaryUpdated on Nov 30, 2025

Freshdesk and Sprinklr are competitive products in customer service and engagement solutions. Freshdesk appears to have a slight advantage due to its broader deployment options and affordability, giving it an edge, especially for smaller businesses or those with budget constraints.

Features: Freshdesk stands out with its ticket automation, customizable solutions center, and robust API, offering seamless omnichannel support and effective analytics. Sprinklr excels in social media integration, automation, and multi-language support, creating a comprehensive platform for content management and global customer engagement.

Room for Improvement: Freshdesk could improve by enhancing integration capabilities, simplifying ticket management, and addressing reporting complexities. Sprinklr would benefit from reducing platform complexity for new users, improving CRM integration, and refining post-editing capabilities during support communications.

Ease of Deployment and Customer Service: Freshdesk offers flexible deployment options, including public, hybrid, and on-premises setups, supported by responsive customer service, though some delays are noted. Sprinklr is primarily cloud-based, requiring user familiarity for onboarding, with support that could be quicker for urgent issues and improvements in onboarding processes would help new users.

Pricing and ROI: Freshdesk is viewed as affordable, with features such as a free support desk and competitive pricing, offering tangible ROI through operational efficiency. Sprinklr is considered more expensive, especially with premium services, making it more suitable for enterprises with specific feature needs, delivering substantial value through its extensive toolset.

To learn more, read our detailed Freshdesk vs. Sprinklr Report (Updated: February 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 (6th), 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 (2nd), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)

Mindshare comparison

As of March 2026, in the Customer Experience Management category, the mindshare of Freshdesk is 1.9%, down from 5.5% compared to the previous year. The mindshare of Sprinklr is 2.0%, down from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Customer Experience Management Market Share Distribution
Product	Market Share (%)
Freshdesk	1.9%
Sprinklr	2.0%
Other	96.1%

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 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."

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

"It is very easy to make reports."

"Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."

"The UI is easy to use."

"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

More Freshdesk pros

"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."

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

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

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

"Everything is integrated in one platform."

"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."

"Being able to use moving images, like GIFs, is important, and multi-language support is crucial, as it allows content in multiple languages and increases engagement and impressions significantly."

More Sprinklr pros

Cons

"As of now, Freshdesk has no inventory assignment."

"It should enhance its service and its reporting capabilities."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

"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."

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

"Asset management and branding are two areas in the solution that have scope for improvement."

"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."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

More Freshdesk cons

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

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

"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."

"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."

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

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

"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."

More Sprinklr cons

Pricing and Cost Advice

"It is costly."

"The pricing is pretty manageable and acceptable."

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

"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 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."

"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."

"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."

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

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Financial Services Firm

Educational Organization

Financial Services Firm

11%

Manufacturing Company

Energy/Utilities Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	23
Midsize Enterprise	6
Large Enterprise	13

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

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Product Reports

Freshdesk

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Download Sprinklr product report

Also Known As

No data available

Get Satisfaction, Unified-CXM Platform

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 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