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Freshdesk vs Sprinklr comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Mar 1, 2026

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
40
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
11
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
ProductMindshare (%)
Freshdesk1.9%
Sprinklr2.3%
Other95.8%
Customer Experience Management
 

Featured Reviews

Gauri Thakur - PeerSpot reviewer
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.
Leonid Mironov - PeerSpot reviewer
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.

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."
"Ticket system - provides us with support tickets submitted by customers from various sources Sharing - team members can share progress of tickets"
"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."
"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 most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."
"Everything is integrated in one platform."
"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."
"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."
"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."
"The most effective feature is the automation of the routing engine."
 

Cons

"Freshdesk I do not like as much. It's much more time-consuming; it's much more complicated."
"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."
"There are issues with technical incidences, such as not being able to receive messages from certain email addresses."
"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 be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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."
"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."
"The editability of a post is irritating right now. Editing a post already marked for publish, a special feature in their platform, is problematic."
"Depending on someone's needs, based on the price and functionality, I would lean towards no recommendation."
"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."
"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."
"There could be more videos on how to use Sprinklr."
"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."
"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."
 

Pricing and Cost Advice

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

By visitors reading reviews
Financial Services Firm
11%
Construction Company
10%
Manufacturing Company
10%
University
7%
Financial Services Firm
12%
Construction Company
8%
Media Company
7%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise6
Large Enterprise14
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise5
Large Enterprise6
 

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...
 

Comparisons

 

Also Known As

No data available
Get Satisfaction, Unified-CXM Platform
 

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 Freshdesk vs. Sprinklr and other solutions. Updated: April 2026.
890,088 professionals have used our research since 2012.