# Freshdesk vs Qualtrics Customer Experience Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses, making it easier to track and resolve issues efficiently. In contrast, Qualtrics Customer Experience, while offering robust feedback mechanisms, may not focus as heavily on ticket management, which could be a drawback for teams prioritizing customer support.
- **Users say** that Freshdesk's automation features, such as ticket flow configuration and the ability to automatically create tickets for user-reported issues, significantly enhance day-to-day usability. On the other hand, Qualtrics Customer Experience provides a more flexible approach to feedback collection, but some users may find it less tailored for direct support interactions.
- **Reviewers mention** that Freshdesk's ease of setup is a standout feature, with many users highlighting the intuitive onboarding process that allows teams to get started quickly. In comparison, Qualtrics Customer Experience has received feedback indicating that its setup can be more complex, which might pose challenges for teams looking for a straightforward implementation.
- **According to verified reviews** , Freshdesk scores higher in overall user satisfaction, with a G2 Score that reflects its strong market presence and positive user experiences. Qualtrics Customer Experience, while still well-regarded, has a lower score, suggesting that users may encounter more challenges or have mixed feelings about their experience.
- **Users appreciate** Freshdesk's comprehensive support quality, with many noting the responsive customer service and helpful resources available. In contrast, while Qualtrics Customer Experience also offers solid support, some users feel that it may not be as readily accessible or responsive as Freshdesk's offerings.
- **Reviewers highlight** that Freshdesk's focus on small businesses allows it to cater effectively to the needs of smaller teams, providing features that are particularly beneficial for those environments. Meanwhile, Qualtrics Customer Experience is more geared towards enterprise-level solutions, which may not align as well with the needs of smaller organizations seeking straightforward customer support tools.



| | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 3,748 | 751 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Enterprise (51.5% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Contact Us | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### Qualtrics Customer Experience

Pros:
- Ease of Use (18 reviews)
- Analytics (14 reviews)

Cons:
- Complexity (7 reviews)
- Improvement Needed (7 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3280 reviews) | 8.6 (602 reviews) | 
  | **Ease of Use** | 8.9 (3304 reviews) | 8.4 (605 reviews) | 
  | **Ease of Setup** | 8.6 (2360 reviews) | 7.6 (362 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 7.9 (349 reviews) | 
  | **Quality of Support** | 8.7 (3179 reviews) | 8.5 (569 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.5 (341 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3249 reviews) | 8.6 (579 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Qualtrics Customer Experience

#### Entry-Level Pricing

Plan: Frontline Care

Price: Contact Us

Description: Best for customer experience and contact center leaders who want to retain and upsell more customers

Key Features:
- Contact Center Analytics
- Quality Management and Compliance (add-on)
- Real-Time Agent Productivity (add-on)

[Browse all 4 editions](https://www.g2.com/products/qualtrics-customer-experience/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2591 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Ticket and Case Management

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2252 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.8 (2264 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.5 (2192 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.5 (2068 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.7 (2027 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.3 (1378 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Customer Portal** | 8.6 (1926 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.4 (1316 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | Not enough data | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (1550 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (1157 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | Not enough data | 

### Social Media Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.3/10 | 86 |

#### Social Analytics

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Competitor Analysis** | Not enough data | 8.2 (59 reviews) | 
| **Follower Analysis** | Not enough data | 8.2 (65 reviews) | 
| **Post Performance** | Not enough data | 8.5 (68 reviews) | 
| **Paid Campaign Tracking** | Not enough data | Not enough data | 
| **Attribution** | Not enough data | Not enough data | 
| **Hashtag Analytics** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Reports & Dashboards

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Report Customizability** | Not enough data | 8.2 (72 reviews) | 
| **Report Exporting** | Not enough data | 8.2 (73 reviews) | 
| **Scalability** | Not enough data | 8.3 (71 reviews) | 
| **White Label** | Not enough data | Not enough data | 

#### Agentic AI - Social Media Analytics

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.8/10 | 44 |

#### Quality Assurance

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Evaluation** | Not enough data | 9.1 (37 reviews) | 
| **Calibration** | Not enough data | 8.8 (36 reviews) | 
| **Reports** | Not enough data | 8.4 (38 reviews) | 

#### Engagement

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Feedback** | Not enough data | 8.4 (39 reviews) | 
| **Dashboards** | Not enough data | 8.8 (39 reviews) | 
| **Training** | Not enough data | 8.7 (35 reviews) | 

#### Performance

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Integrations** | Not enough data | 8.7 (34 reviews) | 
| **Compliance** | Not enough data | 9.3 (35 reviews) | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Experience Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.4/10 | 138 |

#### Analytics

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Net Promoter Score (NPS)** | Not enough data | 9.1 (111 reviews) | 
| **Customer Satisfaction (CSAT) Score** | Not enough data | 8.9 (109 reviews) | 
| **Customer Effort Score (CES)** | Not enough data | 8.8 (105 reviews) | 
| **Gamification** | Not enough data | 7.7 (60 reviews) | 

#### Customization

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Stakeholder Management** | Not enough data | 8.4 (94 reviews) | 
| **Multilanguage Support** | Not enough data | 8.4 (101 reviews) | 
| **Multiple Branding Support** | Not enough data | 8.6 (94 reviews) | 
| **Vertical-specific Solutions** | Not enough data | 8.4 (91 reviews) | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (11 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (11 reviews) | 

#### Agentic AI - Experience Management

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | 8.0 (5 reviews) | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.3/10 | 132 |

#### Feedback Management

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Tagging** | Not enough data | 8.3 (92 reviews) | 
| **Segmentation** | Not enough data | 8.6 (99 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.3 (118 reviews) | 

#### Feedback Analysis

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 8.3 (102 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.3 (104 reviews) | 
| **NPS/CSAT Scoring** | Not enough data | 8.7 (103 reviews) | 

#### Feedback Sources

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Online Reviews** | Not enough data | 8.3 (94 reviews) | 
| **Surveys** | Not enough data | 9.0 (121 reviews) | 
| **Social Media** | Not enough data | 8.4 (82 reviews) | 
| **Customer Service Channels** | Not enough data | 8.7 (85 reviews) | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (10 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Social Media Listening Tools

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 7.8/10 | 97 |

#### Monitoring & Listening

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Social Measurement** | Not enough data | 8.4 (82 reviews) | 
| **Influencer Identification** | Not enough data | 7.7 (72 reviews) | 
| **Brand Monitoring** | Not enough data | Not enough data | 
| **Keyword Tracking** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Competitor Analysis** | Not enough data | Not enough data | 

#### Agentic AI - Social Media Listening Tools

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

#### Data Management & Analysis

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | 7.2 (81 reviews) | 
| **Social Reporting** | Not enough data | 7.8 (83 reviews) | 
| **Alerts and Notifications** | Not enough data | Not enough data | 
| **Advanced Data Filtering** | Not enough data | Not enough data | 

### Proactive Customer Retention

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | 8.7/10 | 48 |

#### Platform

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Health Score** | Not enough data | 8.5 (45 reviews) | 
| **Customer Profiles** | Not enough data | 9.1 (45 reviews) | 
| **Notifications** | Not enough data | 8.9 (45 reviews) | 

#### Predictions

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Service Quality Assurance** | Not enough data | 8.9 (44 reviews) | 
| **Analytics** | Not enough data | 8.7 (45 reviews) | 
| **Revenue Impact** | Not enough data | Feature Not Available | 
| **Artificial Intelligence** | Not enough data | 8.4 (44 reviews) | 
| **Sentiment** | Not enough data | 8.9 (46 reviews) | 
| **Retention** | Not enough data | 8.7 (46 reviews) | 

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 8.8 (8 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Qualtrics Customer Experience** | 8.4/10 | 157 |

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | 8.7 (133 reviews) | 
| **Tickets** | 9.3 (485 reviews) | 8.3 (97 reviews) | 
| **Macros** | 8.6 (372 reviews) | 8.4 (73 reviews) | 

#### Channels

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | 8.5 (67 reviews) | 
| **Social** | 8.7 (416 reviews) | 8.8 (136 reviews) | 
| **Live Chat** | 8.8 (377 reviews) | Feature Not Available | 
| **Phone** | 8.5 (341 reviews) | Feature Not Available | 
| **Text** | 8.3 (59 reviews) | 8.2 (51 reviews) | 

#### Insight

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | 8.3 (69 reviews) | 
| **Reporting** | 8.7 (170 reviews) | 8.3 (123 reviews) | 
| **Visitor Activity** | 8.6 (374 reviews) | 8.1 (50 reviews) | 
| **Help Desk** | 9.1 (446 reviews) | Feature Not Available | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Genesys AppFoundry Marketplace

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Agentic AI - Genesys AppFoundry Marketplace

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Qualtrics Customer Experience** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Qualtrics Customer Experience (8):** [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Genesys AppFoundry Marketplace](https://www.g2.com/categories/genesys-appfoundry-marketplace), [SAP Store Software](https://www.g2.com/categories/sap-store), [Experience Management Software](https://www.g2.com/categories/experience-management), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Social Media Analytics Software](https://www.g2.com/categories/social-media-analytics), [Social Media Listening Tools](https://www.g2.com/categories/social-media-listening-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Qualtrics Customer Experience | 
|---|---|---|
| **Small-Business** | 48.6% | 12.7% | 
| **Mid-Market** | 39.7% | 35.8% | 
| **Enterprise** | 11.7% | 51.5% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Qualtrics Customer Experience

- **Information Technology and Services:** 10.4%
- **Higher Education:** 6.9%
- **Computer Software:** 5.3%
- **Marketing and Advertising:** 5.3%
- **Education Management:** 5.3%
- **Telecommunications:** 4.4%
- **Financial Services:** 4.2%
- **Insurance:** 3.3%
- **Market Research:** 2.8%
- **Banking:** 2.8%
- **Other:** 49.3%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7615 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7332 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)

### Alternatives to Qualtrics Customer Experience

- [Reputation](https://www.g2.com/products/reputation/reviews) — 4.6/5 stars (2469 reviews)
- [Birdeye](https://www.g2.com/products/birdeye/reviews) — 4.7/5 stars (4060 reviews)
- [InMoment Experience Improvement (XI) Platform](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) — 4.7/5 stars (319 reviews)
- [Medallia Customer Experience](https://www.g2.com/products/medallia-customer-experience/reviews) — 4.5/5 stars (206 reviews)
- [SurveyMonkey](https://www.g2.com/products/surveymonkey/reviews) — 4.4/5 stars (23544 reviews)
- [AskNicely](https://www.g2.com/products/asknicely/reviews) — 4.7/5 stars (1050 reviews)
- [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) — 4.5/5 stars (1731 reviews)
- [Forsta](https://www.g2.com/products/forsta/reviews) — 4.2/5 stars (335 reviews)
- [QuestionPro](https://www.g2.com/products/questionpro/reviews) — 4.5/5 stars (1139 reviews)
- [SurveySparrow](https://www.g2.com/products/surveysparrow/reviews) — 4.4/5 stars (2062 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### Qualtrics Customer Experience

- Title: [How do other school districts use the platform?  We are always looking for ways to improve our use.](https://www.g2.com/discussions/15011-how-do-other-school-districts-use-the-platform-we-are-always-looking-for-ways-to-improve-our-use) — 3 comments, 1 upvote
  > **Top comment:** "@shawnwigg on Twitter is an excellent resource on this use case"
- Title: [What does qualtrics software do?](https://www.g2.com/discussions/what-does-qualtrics-software-do) — 1 comment
  > **Top comment:** "It acts an listening agent where you  an build, collect and organise data and gain insights out of the visualised data. 
Provides the summary for next..."
- Title: [Is qualtrics a CRM?](https://www.g2.com/discussions/is-qualtrics-a-crm) — 1 comment
  > **Top comment:** "Not exactly. Though it can be integrated with a lot of CRMs but Qualtrics is a survey tool and helps to collect data and provide feedback. Not a CRM system. "
- Title: [What is a customer experience platform?](https://www.g2.com/discussions/what-is-a-customer-experience-platform) — 1 comment, 1 upvote
  > **Top comment:** "good work "
- Title: [What is qualtrics CX?](https://www.g2.com/discussions/what-is-qualtrics-cx) — 1 comment
  > **Top comment:** "It is their branded name for Customer eXperience, it is a series of tools and automations that allows you to collect and act on data"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-qualtrics-customer-experience)