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Compare Freshdesk and Puzzel CX Platform 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (52.7% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,619)4.4 out of 5
Market Segments
Small-Business (48.3% 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 plansPuzzel CX Platform
Star Rating
(140)4.6 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Puzzel CX PlatformSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user satisfaction, boasting a significantly higher overall score compared to Puzzel CX Platform. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- Users say that Freshdesk's multi-channel support and SLA tracking are standout features that help teams stay organized. In contrast, while Puzzel CX Platform is noted for its ease of use, it lacks the same level of comprehensive support features, which can impact efficiency in handling customer inquiries.
- Reviewers mention that Freshdesk's implementation process is quick and intuitive, making it easier for teams to manage incoming support requests without switching tools. Puzzel CX Platform, while also easy to implement, may not offer the same level of seamless integration across various channels.
- According to verified reviews, Freshdesk's shared inbox feature is particularly praised for preventing ticket duplication and ensuring accountability among team members. Puzzel CX Platform does provide good coaching features, but it may not match the collaborative capabilities that Freshdesk offers.
- Users highlight that Freshdesk's ticket handling automation significantly boosts productivity, making it a preferred choice for small businesses. On the other hand, Puzzel CX Platform is favored by mid-market users, but it may not cater as effectively to the specific needs of smaller teams.
- Reviewers appreciate Puzzel CX Platform's customer support and feature depth, especially in coaching and feedback mechanisms. However, Freshdesk's overall higher ratings in quality and satisfaction metrics suggest that it may provide a more robust solution for teams looking for comprehensive customer service tools.
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
Puzzel CX Platform
No pricing availableFree Trial
Freshdesk
Free Trial is available
Puzzel CX Platform
No trial information availableRatings
Meets Requirements
8.6
3,185
8.5
105
Ease of Use
8.8
3,207
8.7
109
Ease of Setup
8.6
2,266
8.6
98
Ease of Admin
8.7
2,155
8.5
94
Quality of Support
8.7
3,083
9.0
105
Has the product been a good partner in doing business?
8.8
2,079
9.2
97
Product Direction (% positive)
8.8
3,160
9.4
108
Features by Category
Ticket and Case Management
8.9
2224
|
Verified
Not enough data
8.8
2230
|
Verified
Not enough data
8.5
2146
|
Verified
Not enough data
8.5
2037
|
Verified
Not enough data
8.3
1800
|
Verified
Not enough data
8.5
2088
|
Verified
Not enough data
8.7
2009
|
Verified
Not enough data
8.2
1373
|
Verified
Not enough data
Generative AI
7.3
331
Not enough data
7.4
328
Not enough data
Agentic AI - Help Desk
7.1
60
Not enough data
6.9
60
Not enough data
7.2
58
Not enough data
Communication Channels
8.6
1923
|
Verified
Not enough data
8.9
2070
|
Verified
Not enough data
8.4
1314
|
Verified
Not enough data
8.0
1194
|
Verified
Not enough data
7.9
941
|
Verified
Not enough data
Platform
8.0
1156
|
Verified
Not enough data
8.1
1663
|
Verified
8.9
11
8.6
1546
|
Verified
Not enough data
8.2
1142
|
Verified
Not enough data
8.0
1862
|
Verified
Not enough data
8.3
1960
|
Verified
Not enough data
Dialing Options
Not enough data
9.5
10
Not enough data
8.7
10
Not enough data
Not enough data
Agent Tools
Not enough data
7.5
10
Not enough data
8.0
11
Not enough data
8.8
11
Automation
Not enough data
6.7
9
Not enough data
8.1
9
Not enough data
6.7
8
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
7.9
8
Knowledge Management
Not enough data
9.0
8
Not enough data
8.3
6
Not enough data
8.6
6
Compliance
Not enough data
8.1
6
Not enough data
8.6
6
Not enough data
8.9
6
Not enough data
7.8
6
Customer Support
Not enough data
8.6
6
Not enough data
Not enough data
Not enough data
Not enough data
Data Security
Not enough data
8.3
6
Not enough data
8.1
7
Not enough data
8.6
7
Not enough data
9.0
7
Administration
Not enough data
7.0
5
Not enough data
8.6
6
Not enough data
8.8
8
Generative AI
Not enough data
Not enough data
Call Analytics
Not enough data
9.3
30
Not enough data
8.5
25
Not enough data
9.1
32
Not enough data
8.3
21
Agent Performance Management
Not enough data
9.3
27
Not enough data
9.0
26
Not enough data
8.7
28
Generative AI
Not enough data
8.9
6
Agentic AI - Conversation Intelligence
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
Channels
8.3
354
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Quality Assurance
Not enough data
9.0
27
Not enough data
8.5
27
Not enough data
8.5
28
Engagement
Not enough data
9.3
27
Not enough data
9.0
27
Not enough data
8.8
26
Performance
Not enough data
8.3
27
Not enough data
9.3
26
Generative AI
Not enough data
7.8
9
Not enough data
7.8
9
Channels
Not enough data
9.0
43
Not enough data
7.0
28
Not enough data
7.8
33
Not enough data
7.4
29
Not enough data
7.6
33
Generative AI
Not enough data
6.3
21
Functions
Not enough data
7.9
36
Not enough data
8.5
35
Not enough data
8.1
35
Not enough data
6.2
26
Not enough data
6.5
31
Not enough data
8.9
35
Not enough data
7.8
36
Not enough data
6.8
30
Agentic AI - Contact Center
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
7.3
31
Not enough data
8.7
40
Not enough data
7.8
44
Not enough data
8.2
36
Not enough data
6.7
32
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - 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
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - 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
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
Not enough data
7.4
12
Not enough data
6.7
10
Not enough data
7.0
11
Not enough data
7.3
11
Not enough data
6.3
10
Administration
Not enough data
7.4
11
Not enough data
7.7
11
Not enough data
6.9
12
Not enough data
7.3
10
Not enough data
6.8
10
Feedback Management
Not enough data
8.2
17
Not enough data
7.7
16
Not enough data
8.1
18
Feedback Analysis
Not enough data
8.9
17
Not enough data
8.9
17
Not enough data
8.2
15
Feedback Sources
Not enough data
7.7
13
Not enough data
7.6
13
Not enough data
6.7
11
Not enough data
7.2
13
Generative AI
Not enough data
7.5
6
Not enough data
7.8
6
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
434
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
410
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Platform
Not enough data
7.8
22
Not enough data
6.6
21
Not enough data
8.3
23
Not enough data
8.5
23
Not enough data
8.3
25
Not enough data
8.2
20
Not enough data
8.2
23
Generative AI
Not enough data
6.4
19
Workforce Management
Not enough data
7.2
23
Not enough data
7.0
21
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
7.7
21
Not enough data
7.6
23
Generative AI
7.9
118
4.3
7
7.9
117
4.3
7
7.6
116
4.3
7
Communication
8.8
585
|
Verified
8.1
14
8.7
602
|
Verified
8.0
14
8.7
496
|
Verified
7.1
12
8.5
200
7.8
10
8.2
202
5.8
10
Internal Use
8.1
1663
|
Verified
8.9
11
8.6
204
7.8
10
8.1
187
6.7
8
8.8
560
|
Verified
7.2
12
8.8
521
|
Verified
6.0
12
8.6
549
|
Verified
6.7
8
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
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)
485
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)
420
Not enough data
8.8(won by default)
381
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
384
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
448
Not enough data
Generative AI
Not enough data
7.2
6
Generative AI
7.7
88
Not enough data
7.7
87
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
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
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 Puzzel CX Platform are categorized as AI Customer Support Agents, Social Customer Service, and Live Chat
Unique Categories
Freshdesk is categorized as Digital Customer Service Platforms, Help Desk, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, and Customer Self-Service
Puzzel CX Platform is categorized as Co-Browsing, AI Agents For Business Operations, Contact Center Quality Assurance, Speech Analytics, Contact Center Knowledge Base, Auto Dialer, Contact Center Workforce, Call Center Infrastructure (CCI), Contact Center, Conversation Intelligence, and Feedback Analytics
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Puzzel CX Platform
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
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Telecommunications
18.3%
Oil & Energy
11.5%
Insurance
8.4%
Information Technology and Services
7.6%
Consumer Services
6.1%
Other
48.1%
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
Puzzel CX Platform has no discussions with answers
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