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Compare Freshdesk and Medallia Concierge 
Featured Products
At a Glance
Market Segments
Small-Business (48.2% of reviews)
Small-Business (71.4% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,682)4.4 out of 5
Market Segments
Small-Business (48.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansMedallia Concierge
Star Rating
(16)4.6 out of 5
Market Segments
Small-Business (71.4% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about Medallia ConciergeSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, particularly highlighting its intuitive UI and UX. Users appreciate its reliability and ease of use, with one IT Support Specialist noting that the platform is "clean, easy to read, and easy to use."
- According to verified reviews, Medallia Concierge shines in facilitating quick communication, especially for simple inquiries. Users find it beneficial for saving time, as one reviewer mentioned that it allows for easy question and answer exchanges without the need for phone calls.
- Reviewers mention that Freshdesk's ticket management features, such as the child ticket option, significantly enhance workflow efficiency. This feature allows for seamless escalation of issues without the need to duplicate information, which users find particularly helpful in busy contact center environments.
- Users say that Medallia Concierge is effective for text communication, allowing teams to manage client interactions through a single phone number. This capability simplifies collaboration among caseworkers, making it easier to keep track of client communications.
- G2 reviewers highlight that Freshdesk has a strong support system, with users rating its quality of support positively. One user noted that the integration with tools like Genesys Cloud and Microsoft Teams has made their day-to-day operations much smoother, showcasing the platform's adaptability.
- According to recent feedback, while Freshdesk has a solid overall performance, some users feel that it could improve in matching specific workflow needs. In contrast, Medallia Concierge has received higher ratings for its ease of setup and administration, with users appreciating its straightforward implementation process.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Medallia Concierge
No pricing availableFree Trial
Freshdesk
Free Trial is available
Medallia Concierge
No trial information availableRatings
Meets Requirements
8.6
3,233
9.0
13
Ease of Use
8.9
3,255
10.0
13
Ease of Setup
8.6
2,315
9.4
6
Ease of Admin
8.7
2,178
10.0
6
Quality of Support
8.7
3,130
9.4
13
Has the product been a good partner in doing business?
8.8
2,101
10.0
6
Product Direction (% positive)
8.8
3,205
7.9
11
Features by Category
Ticket and Case Management
8.9
2235
|
Verified
Not enough data
8.8
2252
|
Verified
Not enough data
8.5
2165
|
Verified
Not enough data
8.5
2051
|
Verified
Not enough data
8.3
1808
|
Verified
Not enough data
8.5
2092
|
Verified
Not enough data
8.7
2017
|
Verified
Not enough data
8.3
1378
|
Verified
Not enough data
Generative AI
7.3
332
Not enough data
7.4
330
Not enough data
Agentic AI - Help Desk
7.1
61
Not enough data
7.0
61
Not enough data
7.3
61
Not enough data
Communication Channels
8.6
1928
|
Verified
Not enough data
8.9
2085
|
Verified
Not enough data
8.4
1320
|
Verified
Not enough data
8.0
1196
|
Verified
Not enough data
7.9
943
|
Verified
Not enough data
Platform
8.0
1162
|
Verified
Not enough data
8.1
1664
|
Verified
Not enough data
8.6
1550
|
Verified
Not enough data
8.2
1151
|
Verified
Not enough data
8.0
1877
|
Verified
Not enough data
8.3
1965
|
Verified
Not enough data
Text Messaging
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
SMS Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - SMS Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
359
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
332
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
346
Not enough data
8.4
334
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
268
Not enough data
8.7
264
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
438
8.0
5
8.3
385
Not enough data
8.3
378
Not enough data
8.4
313
Not enough data
Support Automation
8.4
394
Not enough data
8.4
415
Not enough data
8.2
379
Not enough data
8.3
320
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
586
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
201
Not enough data
8.2
203
Not enough data
Internal Use
8.1
1664
|
Verified
Not enough data
8.6
205
Not enough data
8.1
187
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
548
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
962
Not enough data
8.6
914
Not enough data
8.3
688
Not enough data
8.2
243
Not enough data
8.4
260
Not enough data
Self-Service Platform
8.5
256
Not enough data
8.6
265
Not enough data
8.0
225
Not enough data
8.4
240
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.9
18
Not enough data
8.0
19
Not enough data
7.9
21
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
165
Not enough data
9.3(won by default)
486
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
481
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
343
Not enough data
8.3(won by default)
57
Not enough data
Insight
8.6(won by default)
385
Not enough data
8.7(won by default)
173
Not enough data
8.6(won by default)
377
Not enough data
9.1(won by default)
448
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Agentic AI - Guest Messaging
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Medallia Concierge are categorized as Conversational Support
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Medallia Concierge
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Law Practice
28.6%
Legal Services
21.4%
Hospitality
21.4%
Real Estate
7.1%
Non-Profit Organization Management
7.1%
Other
14.3%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Medallia Concierge has no discussions with answers
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