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Freshdesk vs SAP Customer Experience
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.5 / 5
3.8 / 5
Value for Money
4.4 / 5
4 / 5
Customer Support
4.5 / 5
4.2 / 5
Functionality
4.3 / 5
4.2 / 5
Last Review Written
March 24, 2025
March 7, 2025
Pros/Cons
Pros
- Freshdesk has been a comprehensive and intuitive help desk solution for our organization. We have been impressed with its automation and reporting capabilities, as well as its user-friendly interface.
- It has a really reliable interface and offers the best solutions for customer service. Fresdesk also has a possibility to manage several features like active cont.
- Best customer service and dedicated agents, that's the best thing about Freshdesk. It helps you to manage multiple channels from a single dashboard.
Cons
- We did not use any software before and we constantly got lost e-mails or forgotten requests because they were all handled through e-mail.
- With their continued lack of responsiveness we cancelled our account after using the service for about a year.
- The support and contact system for Freshworks/Freshdesk is as bad as it gets.
Pros
- Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me.
- Great application, lay- out is very clear and usability of this software is very good. I really enjoy using this.
- It is best to know that this software is best to promote paperless documentation and the users being able to work on it while staying at home.
Cons
- Sometimes errors are a little vague and we are unable to determine the root cause.
- It was very hard to learn and most people are scared by it. I think because it reminds people of how old computer programs used to work, having to put in commands, etc.
- Tweaking or making new changes in a live system is both risky and difficult. If you are an expert in web interface and programming, it’s still easier.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2025
FrontRunners
2025
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
