# Freshdesk vs Sprinklr Service 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 for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted for enhancing customer satisfaction.
- **Users say** that Sprinklr Service shines in social media management, allowing users to handle brand interactions seamlessly across various platforms. Reviewers commend its powerful social listening tools, which help monitor brand mentions and sentiment in real-time, making it easier to engage with customers effectively.
- **According to verified reviews** , Freshdesk offers a more user-friendly experience overall, with higher ratings in ease of use and setup. Users have noted the intuitive onboarding process and the ability to automatically create tickets for user issues, which streamlines support operations.
- **Reviewers mention** that while Sprinklr Service has improved its agent assignment and audit checksheet features, it still faces challenges in areas like live chat and phone support, where Freshdesk significantly outperforms it. Users have expressed a desire for more robust support options in Sprinklr.
- **G2 reviewers highlight** that Freshdesk's extensive feature set, including ticket collaboration and email integration, contributes to a more comprehensive support solution. Users appreciate the ability to differentiate ticket types and the overall effectiveness of the platform in managing customer inquiries.
- **Users report** that while Sprinklr Service is effective for social media engagement, it may not meet the needs of businesses looking for a more traditional help desk solution. Freshdesk's focus on ticketing and customer support features makes it a better fit for organizations prioritizing direct customer service interactions.



| | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 3,744 | 736 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Enterprise (42.2% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $4,200.00 1 User Per Year | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Sprinklr Service | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3277 reviews) | 8.5 (598 reviews) | 
  | **Ease of Use** | 8.9 (3301 reviews) | 8.3 (620 reviews) | 
  | **Ease of Setup** | 8.6 (2357 reviews) | 8.0 (457 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.1 (241 reviews) | 
  | **Quality of Support** | 8.7 (3176 reviews) | 8.1 (581 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 8.6 (242 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3246 reviews) | 8.7 (604 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

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

[Browse all 3 editions](https://www.g2.com/products/sprinklr-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2588 |
| **Sprinklr Service** | 8.0/10 | 192 |

#### Ticket and Case Management

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2250 reviews) ✓ Verified | 8.6 (69 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2263 reviews) ✓ Verified | 8.5 (71 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2190 reviews) ✓ Verified | 8.6 (73 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2066 reviews) ✓ Verified | 7.9 (69 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1808 reviews) ✓ Verified | 8.0 (64 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2092 reviews) ✓ Verified | 8.3 (69 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2025 reviews) ✓ Verified | 8.3 (67 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | 8.2 (70 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 7.4 (45 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 7.0 (46 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | 6.9 (18 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 6.9 (18 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 7.1 (18 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Customer Portal** | 8.6 (1925 reviews) ✓ Verified | 8.1 (63 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2089 reviews) ✓ Verified | 8.1 (64 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1315 reviews) ✓ Verified | 7.8 (68 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1190 reviews) ✓ Verified | 8.9 (67 reviews) ✓ Verified | 
| **Voice** | 7.9 (935 reviews) ✓ Verified | 7.0 (59 reviews) | 

#### Platform

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Mobile User Support** | 8.1 (1159 reviews) ✓ Verified | 7.6 (73 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 7.8 (141 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 8.6 (80 reviews) ✓ Verified | 
| **Integration** | 8.3 (1154 reviews) ✓ Verified | 8.2 (77 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1879 reviews) ✓ Verified | 8.9 (85 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1965 reviews) ✓ Verified | 8.9 (86 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 67 |

#### Administration

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Database Management ** | Not enough data | 8.6 (50 reviews) | 
| **Data Workflows** | Not enough data | 8.4 (47 reviews) | 
| **Issue Management** | Not enough data | 8.4 (47 reviews) | 

#### Knowledge Management

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (48 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (47 reviews) | 
| **Analytics** | Not enough data | 8.7 (52 reviews) | 

#### Compliance

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (48 reviews) | 
| **Data Governance** | Not enough data | 8.5 (48 reviews) | 
| **Compliance** | Not enough data | 8.5 (45 reviews) | 
| **Auditing** | Not enough data | 8.3 (44 reviews) | 

#### Customer Support

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.0 (46 reviews) | 
| **Suggestions** | Not enough data | 8.1 (44 reviews) | 
| **Decision Trees** | Not enough data | 7.9 (45 reviews) | 

#### Data Security

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.4 (45 reviews) | 
| **Data Transport** | Not enough data | 8.4 (45 reviews) | 
| **Access Management** | Not enough data | 8.6 (48 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.6 (47 reviews) | 

#### Administration

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (45 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (44 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (45 reviews) | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (41 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 6.2/10 | 43 |

#### Call Analytics

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Call Recording** | Not enough data | 5.7 (33 reviews) | 
| **Machine Learning** | Not enough data | 6.0 (35 reviews) | 
| **Call Analysis** | Not enough data | 5.6 (31 reviews) | 
| **Lead Qualification** | Not enough data | 6.1 (31 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Customer Scoring** | Not enough data | 6.3 (34 reviews) | 
| **Speech-to-Text** | Not enough data | 5.8 (31 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (30 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (11 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.1 (11 reviews) | 
| **Adaptive Learning** | Not enough data | 6.4 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (11 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (12 reviews) | 
| **Decision Making** | Not enough data | 6.8 (12 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 403 |
| **Sprinklr Service** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Sprinklr Service** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | 268 |
| **Sprinklr Service** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Notes** | 8.9 (236 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (221 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (224 reviews) | Not enough data | 
| **Workflows** | 8.7 (228 reviews) | Not enough data | 
| **Templates** | 8.7 (231 reviews) | Not enough data | 
| **Integrations** | 8.3 (208 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 |
| **Sprinklr Service** | 7.9/10 | 58 |

#### Quality Assurance

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Evaluation** | Not enough data | 8.2 (51 reviews) | 
| **Calibration** | Not enough data | 7.9 (50 reviews) | 
| **Reports** | Not enough data | 8.4 (51 reviews) | 

#### Engagement

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Feedback** | Not enough data | 8.1 (51 reviews) | 
| **Dashboards** | Not enough data | 8.0 (50 reviews) | 
| **Training** | Not enough data | 7.7 (48 reviews) | 

#### Performance

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 7.9 (49 reviews) | 
| **Compliance** | Not enough data | 8.3 (46 reviews) | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (42 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (41 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 7.4/10 | 174 |

#### Channels

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Voice** | Not enough data | 6.9 (142 reviews) | 
| **Social** | Not enough data | 8.4 (145 reviews) | 
| **Web Chat** | Not enough data | 7.9 (138 reviews) | 
| **Mobile SMS** | Not enough data | 7.5 (140 reviews) | 
| **Email** | Not enough data | 7.6 (135 reviews) | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.6 (113 reviews) | 

#### Functions

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Session Routing** | Not enough data | 7.5 (139 reviews) | 
| **Session Queuing** | Not enough data | 7.6 (132 reviews) | 
| **Concurrent Calling** | Not enough data | 7.3 (134 reviews) | 
| **Speech Analytics** | Not enough data | 7.3 (132 reviews) | 
| **Auto Dialer** | Not enough data | 6.8 (131 reviews) | 
| **IVR** | Not enough data | 7.1 (135 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.6 (128 reviews) | 
| **Persistent Data** | Not enough data | 8.0 (129 reviews) | 

#### Agentic AI - Contact Center

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (22 reviews) | 
| **Cross-system Integration** | Not enough data | 6.7 (22 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.2 (22 reviews) | 
| **Proactive Assistance** | Not enough data | 6.5 (22 reviews) | 

#### Administrative

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 7.8 (130 reviews) | 
| **Administrator Access** | Not enough data | 7.8 (130 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.4 (144 reviews) | 
| **Session Recording** | Not enough data | 7.8 (131 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.9 (142 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 74 |

#### Responses

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Customization** | Not enough data | 8.5 (57 reviews) | 
| **Control** | Not enough data | 8.5 (57 reviews) | 
| **Route To Human** | Not enough data | 8.5 (57 reviews) | 
| **Menu bars** | Not enough data | 8.6 (55 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (53 reviews) | 

#### Platform

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.5 (54 reviews) | 
| **Integrations** | Not enough data | 8.4 (56 reviews) | 
| **Branding** | Not enough data | 8.5 (56 reviews) | 
| **Analytics** | Not enough data | 8.7 (56 reviews) | 
| **A/B testing** | Not enough data | 8.1 (51 reviews) | 
| **Role-based access** | Not enough data | 8.4 (56 reviews) | 
| **Collection of information** | Not enough data | 8.2 (53 reviews) | 

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (38 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (37 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 8.3/10 | 44 |

#### Workforce Management

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Agent Availability** | Not enough data | 9.0 (33 reviews) | 
| **Skills Management** | Not enough data | 8.2 (33 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (34 reviews) | 
| **Agent Self-Service** | Not enough data | 8.1 (33 reviews) | 
| **Mobile Access** | Not enough data | 8.1 (32 reviews) | 

#### Administration

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Automation** | Not enough data | 7.8 (36 reviews) | 
| **Performance Analysis** | Not enough data | 8.7 (35 reviews) | 
| **Dashboards** | Not enough data | 8.6 (36 reviews) | 
| **Forecasting** | Not enough data | 8.1 (33 reviews) | 
| **Intraday Management** | Not enough data | 8.1 (35 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Sprinklr Service** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **Sprinklr Service** | 7.9/10 | 194 |

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.8 (74 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 7.4 (72 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 7.2 (72 reviews) | 

#### Communication

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 7.9 (101 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.3 (111 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 7.6 (98 reviews) | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.3 (101 reviews) | 
| **Co-Browsing** | 8.2 (202 reviews) | 7.3 (95 reviews) | 

####  Internal Use

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 7.8 (141 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 8.1 (108 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 7.9 (101 reviews) | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.4 (101 reviews) | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.0 (102 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.1 (108 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Sprinklr Service** | 7.6/10 | 66 |

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 7.5 (41 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 8.0 (53 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 7.6 (54 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 7.3 (53 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.1 (51 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 7.6 (52 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.1 (53 reviews) | 
| **Automation** | 8.6 (260 reviews) | 7.8 (52 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 7.5 (54 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 7.7 (54 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 6.5 (8 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 7.1 (8 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.1 (8 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 7.3 (8 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 7.5 (8 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 7.9 (8 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 7.3 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 531 |
| **Sprinklr Service** | 7.6/10 | 407 |

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 6.9 (232 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 6.8 (224 reviews) | 

#### Process

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Mentions** | 8.6 (162 reviews) | 8.3 (315 reviews) | 
| **Tickets** | 9.3 (484 reviews) | 7.8 (313 reviews) | 
| **Macros** | 8.6 (371 reviews) | 8.2 (312 reviews) | 

#### Channels

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Email** | 9.2 (479 reviews) | 7.3 (285 reviews) | 
| **Social** | 8.7 (415 reviews) | 8.8 (336 reviews) | 
| **Live Chat** | 8.8 (376 reviews) | 7.2 (277 reviews) | 
| **Phone** | 8.5 (340 reviews) | 6.6 (266 reviews) | 
| **Text** | 8.3 (58 reviews) | 7.5 (273 reviews) | 

#### Insight

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Surveys** | 8.6 (382 reviews) | 7.7 (295 reviews) | 
| **Reporting** | 8.7 (169 reviews) | 8.3 (319 reviews) | 
| **Visitor Activity** | 8.6 (373 reviews) | 7.9 (287 reviews) | 
| **Help Desk** | 9.1 (445 reviews) | 7.6 (285 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 7.8/10 | 13 |

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (12 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Sprinklr Service** | 7.0/10 | 115 |

#### Generative AI

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 7.1 (103 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 7.0 (103 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Sprinklr Service** | 6.0/10 | 33 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **AI chatbots** | Not enough data | 5.6 (31 reviews) | 
| **Messaging and Notifications** | Not enough data | 6.2 (31 reviews) | 
| **AI agents ** | Not enough data | 6.0 (31 reviews) | 
| **Voice assistants** | Not enough data | 5.3 (30 reviews) | 
| **Communication apps** | Not enough data | 5.8 (30 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 5.8 (30 reviews) | 
| **Sales channels** | Not enough data | 5.6 (30 reviews) | 
| **Payment Platform** | Not enough data | 5.7 (30 reviews) | 
| **Internal tools** | Not enough data | 5.9 (29 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.2 (29 reviews) | 
| **Advance reporting** | Not enough data | 7.1 (29 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Sprinklr Service** | N/A | N/A |

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

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 |
| **Sprinklr Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Sprinklr Service | 
|---|---|---|
| **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 (6):** [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), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (4):** [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)

**Unique to Sprinklr Service (8):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Chatbots Software](https://www.g2.com/categories/chatbots), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Sprinklr Service | 
|---|---|---|
| **Small-Business** | 48.6% | 27.6% | 
| **Mid-Market** | 39.7% | 30.2% | 
| **Enterprise** | 11.6% | 42.2% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **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%

#### Sprinklr Service

- **Consumer Services:** 10.9%
- **Marketing and Advertising:** 10.3%
- **Information Technology and Services:** 5.4%
- **Financial Services:** 5.1%
- **Food & Beverages:** 4.0%
- **Insurance:** 3.8%
- **Telecommunications:** 3.8%
- **Entertainment:** 3.2%
- **Hospital & Health Care:** 3.1%
- **Retail:** 3.1%
- **Other:** 47.2%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 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 (7590 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 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 (2912 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to Sprinklr Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1546 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6417 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (497 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..."

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

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