Freshdesk vs VICIdial

Freshdesk has 2562 reviews and a rating of 4.49 / 5 stars vs VICIdial which has 253 reviews and a rating of 4.69 / 5 stars. Compare the similarities and differences between software options with real user reviews focused on features, ease of use, customer service, and value for money.

Overall Rating
4.49 / 5 (2562)
4.69 / 5 (253)
Ease-of-Use
4.5 / 5
4.5 / 5
Value for Money
4.5 / 5
5 / 5
Customer Support
4.5 / 5
4.5 / 5
Functionality
4.5 / 5
4.5 / 5
Last Review Written
September 28, 2022
September 13, 2022
Pros/Cons
  • Pros

  • This is a great platform for helpdesk management. We use it for around 5 engineers and it works great as it's not over-complicated.
  • Wonderful tracking and organization of emails and support issues, with a nice and clean UI, and simple tools to automate many support tasks.
  • Cons

  • Contact management and search is awful. It is really difficult to avoid creating duplicated clients with slightly different name.
  • The support and contact system for Freshworks/Freshdesk is as bad as it gets.
  • Pros

  • The gui for admin on the software, is easy to get around and make changes when needed. I also love the Live real time view to see how the agents are doing.
  • Low cost for business, license type, flexibility, scalability, stability, easy and fast to implement even remotely.
  • Cons

  • The interface has an outdated look to it and can be hard to navigate. Especially until you get used to it.
  • It's normal to get lost in the beginning. There's so many options that can get overwhelming at times.
Pricing Range
Product Demo
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FrontRunners

The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.

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2021

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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
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

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