Compare Freshdesk and Medallia Concierge 
At a Glance
Market Segments
Small-Business (48.6% 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
(3,729)4.4 out of 5
Market Segments
Small-Business (48.6% 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
3,266
9.0
13
Ease of Use
8.9
3,288
10.0
13
Ease of Setup
8.6
2,344
9.4
6
Ease of Admin
8.7
2,198
10.0
6
Quality of Support
8.7
3,163
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
3,237
7.9
11
Features by Category
Ticket and Case Management
8.9
2243
|
Verified
Not enough data
8.8
2258
|
Verified
Not enough data
8.5
2183
|
Verified
Not enough data
8.5
2060
|
Verified
Not enough data
8.3
1807
|
Verified
Not enough data
8.5
2090
|
Verified
Not enough data
8.7
2020
|
Verified
Not enough data
8.3
1373
|
Verified
Not enough data
Generative AI
7.3
328
Not enough data
7.4
323
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1924
|
Verified
Not enough data
8.9
2087
|
Verified
Not enough data
8.4
1313
|
Verified
Not enough data
8.0
1188
|
Verified
Not enough data
7.9
933
|
Verified
Not enough data
Platform
8.1
1156
|
Verified
Not enough data
8.1
1658
|
Verified
Not enough data
8.6
1547
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.0
1874
|
Verified
Not enough data
8.3
1961
|
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
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
354
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
Conversational Platform
8.3
432
8.0
5
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
Not enough data
8.7
601
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
Not enough data
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
519
|
Verified
Not enough data
8.6
547
|
Verified
Not enough data
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
Not enough data
8.6
911
Not enough data
8.3
682
Not enough data
8.2
238
Not enough data
8.4
255
Not enough data
Self-Service Platform
8.5
252
Not enough data
8.6
259
Not enough data
8.0
220
Not enough data
8.4
237
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
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
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
12.7%
Financial Services
4.1%
Internet
4.0%
Education Management
3.8%
Other
58.3%
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 the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
Medallia Concierge has no discussions with answers
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