Freshdesk vs SAP Customer Experience

Zendesk Suite

Zoho Desk

Salesforce Service Cloud

Cognigy.AI

charles

EXADS

Compare Freshdesk and SAP Customer Experience based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Assignment Management

Automated Responses

Automated Routing

Automatic Call Distribution

Call Center Management

Call Monitoring

Call Recording

Call Routing

Canned Responses

Case Management

Catalog Management

Chat/Messaging

Chatbot

Collaboration Tools

Communication Management

Computer Telephony Integration

Conferencing

Contact Management

Content Creation

Content Management

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Experience Management

Customer History

Customer Portal

Customer Segmentation

Customer Support

Customizable Branding

Customizable Fields

Customizable Forms

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Decision Support

Discussions/Forums

Drag & Drop

Email Management

Email Templates

Engagement Tracking

Event Triggered Actions

Feedback Management

File Sharing

Forms Management

Full Text Search

Gamification

Inbox Management

Incident Management

Interaction Tracking

Issue Auditing

Issue Management

Issue Tracking

IT Asset Management

Knowledge Base Management

Knowledge Management

Live Chat

Macros/Templated Responses

Mobile Access

Mobile App

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple User Accounts

Negative Feedback Management

On-Demand Recording

Online Forums

Performance Metrics

Predictive Analytics

Prioritization

Problem Management

Project Management

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Monitoring

Real-Time Notifications

Real-Time Updates

Recurring Issues

Remote Access/Control

Reporting & Statistics

Reporting/Analytics

Role-Based Permissions

Routing

Rules-Based Workflow

Screen Sharing

Search

Freshdesk

Android

Web-based

iPad

iPhone

ICT Support Manager

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

Human Resources Generalist

We are extremely happy for the speed and capability that Freshdesk has passed on to our affiliation. It's helping us with guaranteeing fabulous customer support with less pressing factor.

Owner

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

Quality Analyst

I love support team, they're always there 24-7 replying to my queries and keen on giving alternative solutions. I love the idea of customizing the ticket and adding templates.

Technology Coordinator

We use this daily for our help desk operations to assign, track and deliver service to our stakeholders. The set up was very intuitive and easy and we have been very pleased with this software.

District Network Technician

This is a very easy to use product that will save you time and money long term. The Project management/Tasks feature is amazing.

Client Services Supervisor

Overall FreshDesk is great for our needs. We are a smaller company so menuevering the tickets isn't overwhelming and the website provides helpful tools that save tons of time.

While we haven't utilized other products in the FreshWorks suite, we're very happy with Freshdesk and recommend it wholeheartedly.

Network & IT Systems Manager

Clean look and feel, great UI and customer support was really good. It had AD integration built in which was a plus.

We used it for daily customer service contact and it was great. It was great for assigning.

Technical leader

I recommend it for its ease of use, its performance and its fair price.

Software Engineer

It is user friendly, nice way of organizing emails and helps to automate support tasks by handling customer issues.

Developer

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

Admin

Easily integrate with our other team apps and to be able to better manage open issues outside of each users email is great.

Proprietario

Recieving bad customer service from the leader in services for customer service.

Freshdesk screenshot: Freshdesk customer conversations from across channels

Freshdesk screenshot: Freshdesk automation rules

Freshdesk screenshot: Freshdesk collaboration from within the ticket

Freshdesk screenshot: Freshdesk self-service portal

Freshdesk screenshot: Freshdesk multilingual self-service portal

Freshdesk screenshot: Freshdesk SLA management

Freshdesk screenshot: Freshdesk team dashboard

Freshdesk screenshot: Freshdesk omnichannel ticketing

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

charles assists companies in pioneering conversational commerce by integrating shop systems, chat apps, and bots in a single platform. Key features include lead distribution & qualification, analytics, human handover, one-to-one messaging, real-time conversations, multi-chat, automation, and more.

Business-focused Conversational AI solution to help enterprises deliver outstanding services experiences.

EXADS ad serving solutions are built with developers in mind every step of the way. EXADS Admin Panel provides a single interface for admins, advertisers and publishers to monitor and manage their online advertising and access a large range of features and automated optimizations.

SAP Customer Experience is a cloud-based customer relationship management solution that integrates with SAP ERP, forming part of the complete SAP business suite. The CRM software provides a single platform to store all client account information and manage all customer communications.

Campaign Management

Campaign Planning

Channel Management

Client Management

For Insurance Industry

For Startups

Forecasting

Lead Generation

Lead Management

Lead Qualification

Lead Segmentation

Marketing Automation

Multi-Campaign

Pipeline Management

ROI Tracking

Sales Pipeline Management

Support Ticket Management

SAP Customer Experience

Linux

Windows

Helpedesk

The software is quite complex, because of this, some problems with the client arises, much more due to misinformation of the user than the tool itself.

Consultant

SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions.

Team Lead

It has been great experience with SAP CRM. It's a cost effective and easy to use with high quality.

Program Manager, Business Systems

UI is awful,  too much of it does not make sense how you get from one section to another. Been using it for years and I still have a hard time navigating.

Teller

This tool is great for organizing and storing data. We use it to store all of our clients information and data, and it works very effectively.

Service Costumer

It is so easy to use, and has so many options, the interaction with the clients are everything and this software its perfect for that.

Executive Director

The WebUI is an especially great feature. SAP really helps in the way of tracking such as, tracking questions and concerns from customers and tracking customers orders.

Infrastructure Analyst

Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad.

Project Manager

The CMMS application is good for parts tracking and that is about all.

Freshdesk vs SAP Customer Experience Comparison (2026)

Freshdesk vs SAP Customer Experience Comparison (2026)

Freshdesk

SAP Customer Experience

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives