# Compare DialedIn CCaaS vs Freshdesk 2026 | Capterra > Unsure of what to choose? Check Capterra to compare DialedIn CCaaS and Freshdesk based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/29589-124981/CallCenterNOW-vs-Freshdesk --- # DialedIn CCaaS vs Freshdesk Features and Cost Comparison Last updated March 30th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: DialedIn CCaaSFreshdesk2/4 selected [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.8 (309)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) [## DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.8 (309)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting Price $25.00/month Value-for-Money 4.7 Functionality 4.8 Ease of Use 4.8 Customer Service 4.8 Reviews Sentiment AJ Based on [309 reviews](#user-reviews) Positive 302 Neutral 4 Negative 3 [## Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [3,408 reviews](#user-reviews) Positive 3,195 Neutral 163 Negative 50 ## Summary * * * Key features rated by users Features selected based on 4,761 reviews from call center software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 65%Fit Not enough reviews Feature ratings Call Center Management 4.8 Dashboard \-- Call Logging 4.5 Call Recording 4.9 Call Tracking \-- 64%Fit Missing features Feature ratings Call Center Management 4.4 Dashboard 4.4 Call Logging NA Call Recording 4.3 Call Tracking NA User satisfaction User satisfaction 4.8 User reviews[309](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Ease of use 4.8 Functionality 4.8 Value for money 4.7 Customer support 4.8 User satisfaction 4.5 User reviews[3,408](https://www.capterra.com/p/124981/Freshdesk/reviews/) Ease of use 4.5 Functionality 4.3 Value for money 4.4 Customer support 4.5 Price starts from Price starts from $25Per User, Per Month - Free version - Free trial Price starts from $19Per User, Per Month - Free version - Free trial Best for Best for DialedIn is the scalable, easy-to-operate CCaaS that improves service and reduces expenses at minimum 5-seat inbound, outbound, or blended call centers in every vertical. Best for Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses. ## User reviews Pros & cons ANJ Aja Nurse J. Transfer Agent > "I have had a good overall experience with DialedIn because it supports my workflow, keeps calls structured, and..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7106429) SH Sam H. Case worker > "Unlike a traditional landline with a dedicated circuit, VoIP relies on my home network. If my Wi-Fi signal..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7036159) JC James C. Sales rep > "It helps me connect with my customers across the United states it's secure and helps me make money if I need help..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7005888) KB Kieshia B. Customer Service > "the biggest drawback likely boils down to reliability and technical friction. While the interface is easy to..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107812) JS Jayla S. Licensed health insurance agent > "It has all the features I need to take calls, make outbound calls, and reschedule clients." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7109456) KK Kelsey K. Call rep > "It freezes and i have to have my boss kick me and the script sometimes does not show up making it difficult to..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7106281) AC Angelica C. Licensed agent > "I can keep my leads organized, track my calls, and jot down notes and dispositions very easily." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7116244) KB Kieshia B. Customer Service > "Furthermore, the constant requirement for software updates can feel like more of a chore than a benefit,..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107812) ND N D. Sales rep > "It is overall positive and allows me to log in in the morning, make calls using the automated dialer, I am also..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6664642) JL JoAnn L. Transfer agent > "That does affect you when you are trying to reach your quota restarting could cost you a few minutes of your day..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7108033) SD Secelia D. Call Center Representative > "The fact that is has a microphones control is built in the application along with volume control makes talking and..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6850366) AC Angelica C. Licensed agent > "The interface looks pretty basic and could use a more modern refresh, but other than that I have no complaints." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7116244) SH Sam H. Case worker > "The high-definition voice quality is a game-changer, making conversations natural and immersive." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7036159) JR Jeremy R. Sales agent > "Sometimes dispos glitch, the call back sometimes doesnt work." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107897) AS Amanda S. Representative > "I like all the features it offers like a notes section and it allows you to transfer calls easily." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6857308) TM Trent M. Senior Lead Analyst > "When hanging up, there was a delay which often caused a moment of awkwardness between the two parties." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7035922) BM Braulio M. Life Insurance Agent > "I use it for work; I'm a Life Insurance agent and the system allows me to get through a lot more clients to help..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475799) HC Harrison C. Front Sales > "Only thing would be that sometimes I get disconnected from my account but I'm not sure if it's from the computer..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6851309) JS Jazzmine S. Senior lead analyst > "I love the features and the security of the app the app made sure my customers personal information was secure" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7035946) TC Tiffani C. Activations > "I dont like that, and only a few times, it just random shuts down or reboots and i have to relogin." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6789707) KB Kieshia B. Customer Service > "It makes taking calls a lot easier and transitioning when it comes to transferring jobs." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107812) AA Amna A. Customer support agent > "The fact that sometimes it would cause the call to drop due to jitters or other issues." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6820448) AC Angelica C. Licensed agent > "I use DialedIn at work and I enjoy that it can do more than any typical dialer." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7116244) KW Kyle W. Benefits Consultant > "The layout itself seemed a little outdated." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7116068) LS Logan S. Salesman > "I love the portability and services that allow great dailer connection." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6825078) OB Olivia B. Sales > "Sometimes the dialer crashes, and won’t let you log in" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475776) EM Eva M. Inside Sales Agent > "The call quality is impressive too; crystal clear connections make conversations enjoyable. Plus, the integration..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6495694) SW Shay W. Political surveyer > "I feel like the folks might be waiting until they reach me, then they are upset, and usually hang up." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6847245) AG Aaron G. Agent > "I was able to train on it workin a few minutes and start using it right away." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107124) LF Lennia F. Csr > "I have poor hearing, so sometimes the added devices, headsets can be difficult" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6760517) TC Tiffani C. Activations > "This is the first time ive to use a call app to do my job and its made it a breeze to do my job." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6789707) Kenidra S. Call Center Opener > "Sometimes I couldn't press Shift A or Shift N to disposition calls." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6666635) KB Kieshia B. Customer Service > "It was easy finding what was needed and disposition in calls." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107812) GN Gerald N. Sales > "Cost per month and the call wait times can get high" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6537656) ND N D. Sales rep > "What I like the most about DialedIn CCaaS is how user friendly it is, and the call back feature with the pop up..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6664642) MM Monica M. Welcome Call Specialist > "Sometimes have to reset app because it sounds scratchy but very rarely." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6705101) JJ James J. Salesman > "That being said it’s a well put together program for company’s to call customers and get business in the door..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475708) NP Nino P. Call Center Manager > "Sometimes has bugs that take a while to be fixed" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475729) TM Trent M. Senior Lead Analyst > "This means the dialer was working very well at all times." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7035922) AS Adnan S. industrialist > "Certain microphones don't work very well with their system." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475860) EM Eva M. Inside Sales Agent > "It really helps streamline workflows, saving time and boosting productivity." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6495694) KC Kaycee C. Lead generator > "I don't like how it goes down often and it glitched a lot ." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6594661) AM Abdulrahman M. Insurance transfer agent > "I like the swift response of the tech team and the shortcut key features to dispose a call" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6534299) TH Tracy H. Call agent > "Sometimes the information doesn't show up properly." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6631211) LS Leanne S. Opener and closer > "This helps make sales higher and businesses grow!!!!!!" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6863386) KR Kaitlyn R. Transfer agent > "We get the same calls back to back sometimes of rude customers acting childish" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6594414) JL JoAnn L. Transfer agent > "I think the most I like about this application is how Very Easy it is to use and the calls come in fast!" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7108033) OM Olga M. Inside Sales Agent > "I found the reporting features to be somewhat limited." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6495707) LG Levita G. Customer rep > "No issues at all also customer service helped" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7107322) AW Andrew W. Telemarketing agent > "Occasionally kicks me out of the dialer at will" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6594413) JD Joshua D. Tool salesman > "Dialed in works very, never crashes and always makes it easy for me to do my job." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6766392) FG Franklin G. Insurance Broker > "I have to disposition before I can accept the call or else it will drop." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6477420) TC Tiffani C. Activations > "Id recommend using it to anyone that needs to make calls for work." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6789707) LJ Lisa J. Insurance agent > "The calls sometimes are slow to come in." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6477388) DJ Destin J. Customer Service > "Helps me with all my work duties and speaking with customers" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6537677) NN Natasha N. Medicare Benefit Advisor > "I don’t like that DNC still come on the dialer." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6475978) CR Cameron R. call center agent > "i like that when i go into available, it puts me right into answering an incoming call" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6486494) LF Lennia F. Csr > "My issues are wth the devices," [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6760517) MM Marcus M. Sales > "I plan on continuing to use dialed in, and I have used other companies in the past, and by far dialed in, has been..." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7005766) CA Cory A. Telemarketer > "We had a little bit of trouble setting it up" [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6551998) SH Sam H. Case worker > "Its versatility is another huge win." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___7036159) Aman K. Researcher > "The software may also experience occasional technical glitches or bugs, which may affect its performance." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___4599060) AS Amanda S. Representative > "I really enjoy this new dialer for our company." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6857308) Aman K. Researcher > "For instance, new users may find it difficult to use due to its steep learning curve." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___4599060) FM Frederick M. Life insurance broker > "It leverages the tools for real time transcriptions and ease of use." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___6721870) EV Eric V. Owner/Founder > "The client app was a bit heavy when I first tested the product." [See full review](https://www.capterra.com/p/29589/CallCenterNOW/#Capterra___3324768) [View Reviews](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) RD Riccardo D. Customer Support Manager > "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) PF Pedro F. Head of Marketing > "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately,..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) MV Mayank V. Product Manager > "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) PF Pedro F. Head of Marketing > "For teams looking for innovation and seamless connectivity with other tools, Freshdesk may fall short of expectations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7045458) DL DONIA L. Project Manager > "Freshdesk makes managing support simple and efficient through intelligent ticketing and automation, and highly customized report builds can be time-consuming." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) VR Verified Reviewer IT Support Analyst > "As good as our admin was at integrating the KB into Freshdesk, the ticketing feature was not as well though out." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) AA Aditya A. Customer Service Representative > "It’s simplified the way in which I manage high-volume inquiries and helped me resolve queries more quickly while also keeping customers informed." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6780593) GC Graziana C. Customer Operations Lead > "I don’t like the price concept from Freshdesk, where some higher tiers needs more money" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) RD Riccardo D. Customer Support Manager > "Freshdesk offers an excellent balance of affordability and functionality, making it a strong choice for teams looking to optimize their support operations without..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113557) SD Shikha D. Senior Reputation Executive > "Earlier, it used to be just 2/3 sections, but now I need to update 5/6 sections, or I can't close the ticket." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6849306) MV Mayank V. Product Manager > "I also appreciated the automation features, such as workflows and canned responses, which save time and improve productivity." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113821) PA Priscial A. Customer Service > "They offered us a credit for the following year, but after we reduced to just one agent and informed them immediately, the credit issue became a nightmare. Despite..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) TM TouFue M. IT Tech > "Submitting ticket, creating knowledge base, setting up canned response all are great features to have." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7080410) VB Vittal B. Chief Product and Strategy Officer > "Its reporting is passable, but not ideal to build complex custom dashboards." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) AY Andrew Y. Technical Support Manager > "Customer support portal, ticket communication, satisfaction emails, Support article creation, and now AI integration, A+ all around!" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6838487) AP Adam P. Systems Billing Developer > "Lack of notifications, too many fields needed to be filled in to close a ticket, can only action 50 things at a time, constant !" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) DL DONIA L. Project Manager > "The automatic ticket allocations and the self help feature have saved us a lot of work and my team can invest in more complex problems." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6856446) NV Niels V. CFO > "There customer service and assistance is not excisting, questions remain unanswered, no solutions are offered, with this all kind of problems start to arise for..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6340632) PH Patricia H. Program Director > "It allows our small team to remain receptive and not to feel overwhelmed by messages flowing in different directions." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7070140) CE Chuck E. Support Services Analyst > "I have some concern about the pricing plan which is bit high as compared to available option in market also the customer support way more slow than I thought it..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6602735) AP Adam P. Systems Billing Developer > "Freshdesk is a perfectly acceptable ticketing system, it integrates well with email, and captures the core information you want, and allows notes and replys to be..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6540632) BA Brian A. Depot tech > "There were certain operations that could become difficult to keep track." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113053) AT Akshay T. Purchase Engineer > "It helps me managing my all activity at one place such as Purchase order tracking, vendors details and internal communication." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6743173) IJ Isaac J. Director > "We paid for 6 months, then without any warning or confirmation they automatically renewed it for 6 months and we aren't using it and they won't process a refund. " [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6536010) VL Vanessa L. CEO > "I find some of the most useful features are the private notes that customer service agents can keep on individual tickets, along with being able to assign tickets to..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6646176) JR Joe R. IT Director > "I also found the portal login to be troublesome at times when trying to login" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) JH Jessica H. Digital Advisor > "I use Freshdesk daily as it is an efficient customer support platform that allows me to enhance productivity by managing and resolving customer inquiries in mu..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) KS Katie S. Operations Manager > "The setup was pretty clunky to start and took a few tries to get it right for a ticketing system." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6878678) RA Riyad A. Technical Support Engineer > "The automation features, such as automatic reminders for customers, have helped ensure timely follow-ups and no communication is missed. While there are some..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) JR Joe R. IT Director > "The layout is sort of confusing and it is not explicitly clear on where certain settings are." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) JR Joe R. IT Director > "You can easily track tickets, and contacts and setup email forwarding to your ticket site with no real effort." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7013495) YY Yhan Y. Assistant Manager > "Some stuff we actually need for ops is kinda annoying to get unless you do manual exports." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6853895) JT Jacqueline T. Director of Technology > "Our productivity with ticket management increased beyond what my expectations were and the fact that we could keep the tickets forwarded the same way through an..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6292361) PA Priscial A. Customer Service > "We endured numerous calls and had no updates, with Freshdesk insisting we pay for two agents despite having only one for nearly 10 months." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) SC Silvester C. Sr. Manager > "The best part about Freshdesk is that there is no size limit, that was one of the primary reason to go with Freshdesk also its features and ease of usage is like a..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7111932) VR Verified Reviewer IT Support Analyst > "My issues are more with the ticketing portion of Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6876583) VR Verified Reviewer Account Manager > "Great value for money, I use the product daily to track and manage customer support tickets, also love the integration to our entire tech stack and ease of use." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6868570) PJ Posh J. US IT LEAD > "The delayed response time for support caused productivity issues for my team" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6723745) AZ Arpad Z. Senior software consultant > "It's an efficient and scalable helpdesk solution that significantly improves the support process, making it easier to track, manage, and resolve customer inquiries." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6550938) LM L M. Lead Data And Analytics Manager > "the license model is very complicated that was recommended to our charity, this meant a complex mixture of varying license levels and day licenses which got..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6100685) Harry G. Head of Creative > "A fantastic tool to manage client support and success, with an indepth reporting system and plenty of features to ensure that SLAs are met and that clients are kept..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6464954) Mitusha A. Conversational AI Developer > "when it comes to integration of the Freskdesk to chat application on the web, there is a slight delay and it does not support buttons and QRs in case of some chatbot..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6034388) CO Chris O. President > "My digital agency uses Freshdesk for all our client support communication, and it's key to our communication and delivering fast, reliable support." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6569086) CG Courtney G. Artist > "Microphone disconnects from the program so the customer cannot hear you" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6327744) CL Carissa L. Marketing and sales manager > "It’s made our system for handling customer inquiries so much more organized and provides an easy to find history on past customer tickets." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6833253) SS Samuel S. Executive Administrator > "Also lacks ability to change what is seen (or tracked)." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6606254) JM Jessica M. Customer Service > "The platform's comprehensive features and reporting tools have also helped us identify areas for improvement and optimize our support workflows." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6603731) IM Ian M. Partner > "You have to use a separate time tracking tool for time sheets as it doesn't account for all the different tasks throughout the day" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6052173) EC Ewan C. Billing and Accounts Administrator > "The ticketing system, SLAs, and canned responses allow us to solve issues more quickly and more correctly." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6843675) VR Verified Reviewer Health Coach Manager > "You have to be careful about replying to a ticket, so the member/customer does not see replies." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6425162) GC Graziana C. Customer Operations Lead > "Freshdesk has an outstanding self service support, which gives immediate answers to customers" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) IgG Ivan gabriel G. Operator > "Less useful features of freshdesk May include redundant features, dificulty in customization, and limitations in advanced analytics." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5082807) SC Stefano C. Marketing manager > "Entry-level plans are affordable but costs can grew quickly in higher-tier plans, if you need advanced features like custom reporting and better automations." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6575065) JI Joy I. Administrative Coordinator > "It depends on internet connection due to lack of offline access." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6665797) SJ Sam J. Office Administrator > "I like the AI that is used to route tickets and analyze the customers concerns, as well as perform repetitive tasks." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6489579) PA Priscial A. Customer Service > "As a result, we had to pay for services we didn’t use and ended up discontinuing Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#SoftwareAdvice___6459073) VB Vittal B. Chief Product and Strategy Officer > "We made sure we were responsive even during product launches or outages with automation, SLAs, and canned responses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6828496) IS Ian S. GM > "Lastly - the charts on the mobile app are not very usable as you can't save filters and to change filters on mobile is almost impossible." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4965039) SM Shailesh M. IT Service Delivery Manager > "It also means that various departments can collaborate seamlessly too." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408) VR Verified Reviewer Marketing Director > "If you're looking to customize your helpdesk, Freshdesk is not for you." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6608619) SM Shailesh M. IT Service Delivery Manager > "Overall experience is positive - makes my day-to-day life easy by tracking/organising all queries/incidents for me." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7113408) Sofiya K. Support Specialist > "The tech support for the app is also abysmal - they are extremely slow to respond or they just don't respond; when they do respond - they reply back with..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) V Vidhi .. Marketing Associate > "It took some time to set up and get used to, but the productivity of our team over the long haul has been considerable along with the engagement with the customers,..." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6568963) Sofiya K. Support Specialist > "The Fresh Chat mobile app keeps crashing without any reason, and it does not provide an error code, making it difficult to figure out how to fix the problem." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___5043047) RJ Ramos J. Senior Researcher > "I like its advanced reporting and analytics capabilities that enable us to improve processes and measure performance." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6749011) JH Jessica H. Digital Advisor > "I like all of Freshdesk's features but I can see that it might not meet the needs of all businesses." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6352475) RA Riyad A. Technical Support Engineer > "The ticket management system is user-friendly, and the ability to track ticket progress and monitor team performance has been invaluable." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571875) SK Surya K. Sr. Manager > "First, the interface can feel overwhelming, especially for new users." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6580514) VR Verified Reviewer Associate Product Manager > "Very effective ticket management, can be integrated with a wide variety of softwares either through the marketplace or through custom SDKs." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6571991) VR Verified Reviewer Problem Setter > "I also found that some aspects of the product can be difficult to use, such as the reporting features which require a lot of customization to get the data I need." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4768338) GC Graziana C. Customer Operations Lead > "Freshdesk is completely intentional in managing and centralizing customer support" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7079732) JS Jessica S. Owner > "There is Not always timely response to live chat." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6616914) VR Verified Reviewer Communications and Events Manager > "It is an easy for an entire team to access emails and other communications without having to share log in information across multiple accounts" [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6866638) PA Paola A. Team Leader > "Sometimes this can be a problem because of the type of information that is displayed in the tickets, however I don't see it as such a big problem." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4848219) VR Verified Reviewer Project Manager > "I've used a few ticketing systems in my career, and I find Freshdesk to the one of the best ones." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___7119649) VR Verified Reviewer Software Developer > "Additionally, there have been occasional glitches or slow loading times that can be frustrating when working on time-sensitive customer inquiries." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4761617) KG Kim G. Performance Marketing Manager > "Most of our customer requests are about the same few topics, so we have added a few saved replies to Freshdesk, which saves us a lot of time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6403141) KT Karla T. system engineer > "The technical support is terrible. If we want to solve something, it takes more than 24 hours, the response should be immediate so as not to delay the work." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4936685) AW Angela W. Research Analyst > "I like how its omnichannel support in one dashboard which improves the efficiency of our workflows and saves valuable time." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___6579579) Joshua Yeboah A. CEO > "Additionally, we encountered a few challenges when it came to configuring certain settings and workflow rules in Freshdesk." [See full review](https://www.capterra.com/p/124981/Freshdesk/#Capterra___4815678) [View Reviews](https://www.capterra.com/p/124981/Freshdesk/reviews/) ## User interface 4.82 (309) 4.50 (3,408) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Activity Tracking 207 Important AI Copilot 150 Important AI Summarization 120 Important DialedIn CCaaS Top features 37/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/29589/CallCenterNOW/#features) Freshdesk 25/47 - Activity Tracking - AI Copilot - AI Summarization - Alerts/Escalation - API - Auto-Dialer - Automated Responses - Automatic Call Distribution - Blended Call Center - Callback Scheduling - Call Center Management - Caller ID - Call Logging - Call Monitoring - Call Recording - Call Reporting - Call Routing - Call Scripting - Call Tagging - Call Tracking - Call Transcription - Call Transfer - Call Whispering - Chatbot - Chat/Messaging - Computer Telephony Integration - Contact Management - CRM - Dashboard - Generative AI - Inbound Call Center - Interaction Tracking - IVR - Manual Dialer - Monitoring - Multi-Channel Communication - Outbound Call Center - Performance Management - Predictive Dialer - Progressive Dialer - Queue Management - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback - Third-Party Integrations - Voice Mail - Voice Recognition [See all features](https://www.capterra.com/p/124981/Freshdesk/#features) ### Recognition No recognitions have been awarded to DialedIn CCaaS No recognitions have been awarded to Freshdesk ### Deployment & support DialedIn CCaaS Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Freshdesk Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details DialedIn CCaaS - By ChaseData - Located in United States - Founded in 1997 Freshdesk - By Freshworks - Located in United States - Founded in 2011 ## Popular Comparisons [DialedIn CCaaS](https://www.capterra.com/p/29589/CallCenterNOW/)[4.82 (309)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) vs [Ringover](https://www.capterra.com/p/169627/RingOver/)[4.70 (855)](https://www.capterra.com/p/169627/RingOver/reviews/) $25/month Price $29/month 4.8 Features 4.6 4.8 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/29589-169627/CallCenterNOW-vs-RingOver) [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $39/month 4.3 Features 4.4 4.5 Ease of Use 4.3 [View full 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