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Compare Freshdesk and Medallia Concierge 
Featured Products
At a Glance
Market Segments
Small-Business (48.4% 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
(3,719)4.4 out of 5
Market Segments
Small-Business (48.4% 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 ticket management, with users highlighting its structured and efficient approach. The automation features significantly reduce manual work for customer support, making it easier for teams to handle multiple customer queries simultaneously.
- Users say that Medallia Concierge offers a streamlined communication experience, particularly for simple inquiries. Reviewers appreciate the ability to quickly exchange information via text, which saves time compared to traditional phone calls.
- According to verified reviews, Freshdesk is praised for its user-friendly interface, which allows new hires to get up to speed quickly without extensive training. This ease of use is a significant advantage for teams looking to minimize onboarding time.
- Reviewers mention that Medallia Concierge's ability to centralize communication through a single phone number enhances collaboration among caseworkers. This feature simplifies client interactions and improves overall efficiency in managing cases.
- G2 reviewers highlight that Freshdesk's customization options allow teams to adapt workflows to their specific needs, which is crucial for businesses with unique support processes. This flexibility is a key factor in its popularity among small businesses.
- Users report that while Medallia Concierge has a high satisfaction rating, its limited number of reviews suggests that it may not be as widely adopted as Freshdesk. This could impact the breadth of user experiences and insights available for potential buyers.
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
3,260
9.0
13
Ease of Use
8.9
3,282
10.0
13
Ease of Setup
8.6
2,339
9.4
6
Ease of Admin
8.7
2,198
10.0
6
Quality of Support
8.7
3,157
9.4
13
Has the product been a good partner in doing business?
8.8
2,121
10.0
6
Product Direction (% positive)
8.8
3,232
7.9
11
Features by Category
Ticket and Case Management
8.9
2243
|
Verified
Not enough data
8.8
2261
|
Verified
Not enough data
8.5
2184
|
Verified
Not enough data
8.5
2064
|
Verified
Not enough data
8.3
1814
|
Verified
Not enough data
8.5
2097
|
Verified
Not enough data
8.7
2026
|
Verified
Not enough data
8.3
1379
|
Verified
Not enough data
Generative AI
7.3
332
Not enough data
7.4
329
Not enough data
Agentic AI - Help Desk
7.2
62
Not enough data
6.9
61
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1933
|
Verified
Not enough data
8.9
2094
|
Verified
Not enough data
8.4
1322
|
Verified
Not enough data
8.0
1197
|
Verified
Not enough data
7.9
943
|
Verified
Not enough data
Platform
8.0
1164
|
Verified
Not enough data
8.1
1665
|
Verified
Not enough data
8.6
1556
|
Verified
Not enough data
8.3
1155
|
Verified
Not enough data
8.0
1882
|
Verified
Not enough data
8.3
1970
|
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
361
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
334
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
347
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
270
Not enough data
8.7
266
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
439
8.0
5
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
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
587
|
Verified
Not enough data
8.7
603
|
Verified
Not enough data
8.7
497
|
Verified
Not enough data
8.5
202
Not enough data
8.2
205
Not enough data
Internal Use
8.1
1665
|
Verified
Not enough data
8.6
206
Not enough data
8.2
189
Not enough data
8.8
561
|
Verified
Not enough data
8.8
521
|
Verified
Not enough data
8.6
549
|
Verified
Not enough data
Generative AI
7.9
143
Not enough data
Self-Service Experience
8.7
964
Not enough data
8.6
915
Not enough data
8.3
687
Not enough data
8.2
242
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
8.5
241
Not enough data
Agentic AI - Customer Self-Service
7.9
19
Not enough data
7.9
18
Not enough data
8.1
19
Not enough data
7.8
20
Not enough data
7.8
20
Not enough data
7.7
19
Not enough data
8.0
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)
166
Not enough data
9.3(won by default)
488
Not enough data
8.6(won by default)
375
Not enough data
Channels
9.2(won by default)
483
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)
344
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
386
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)
449
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
9.1
11
Not enough data
8.8
11
Not enough data
8.3
11
Not enough data
8.8
11
Not enough data
8.2
11
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.3
11
Not enough data
8.6
12
Not enough data
8.9
12
Not enough data
8.8
12
Not enough data
Automation
9.1
11
Not enough data
8.8
11
Not enough data
9.1
11
Not enough data
Autonomy
7.3
11
Not enough data
8.6
11
Not enough data
8.6
11
Not enough data
8.2
11
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
17.1%
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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