Compare VICIdial vs. Freshservice

The best Customer Support Software is a service that can address your company’s specific requirements. You can determine which alternative is best suited for your industry if you compare several products before you decide which one is the best. For example, VICIdial and Freshservice are scored at 8.0 and 9.4, respectively, for overall quality and performance. Likewise, VICIdial and Freshservice have a user satisfaction rating of 96% and 97%, respectively, which shows the general satisfaction they get from customers. Even better, get in touch with an existing client of the software and solicit their opinion concerning the software in question. We are aware that not all companies have the time to test a wide range of different services, so we created a list of suggestions that you may find useful. Our top selections for the Call Center Software category are: Freshdesk, Five9, CallTrackingMetrics.





VICIdial screenshot Freshservice screenshot
Pricing Details

Total Score

Our Score

8.0 ?

Our Score

9.4 ?

Client Experience

Client Experience

Client Experience

96% ?

Client Experience

97% ?





Pricing Type

Pricing Type

Quote-based Free | Annual Subscription
Detailed Review

Detailed Review

General Description

General Description

VICIdial offers Inbound ACD, Outbound Predictive Dialing, Inbound Email handling, Web-configurable IVRs, Skills-based agent routing, Voicemail boxes, Full call recording, and PBX.
Freshservice is the winner of our Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organizations.
Easy Links
List of Features

List of Features


  • Client Contact Management
  • Easy Client Information Action
  • Auto Dialling Campaign
  • Predictive Dialling
  • Single or Multiple Dialling Campaigns
  • Call transfer
  • Custom Web Page
  • Custom Music Per Campaign
  • Blended Sessions
  • Automated/Scheduled Call Recording
  • Access from Anywhere
  • Callback Scheduling

Freshservice FEATURES

  • Basic Ticketing
  • Self Service Portal
  • Knowledge Base
  • Intelligent Automation Tools
  • CMDB
  • SLA Management
  • Scheduler
  • Agent Collision
  • Service Catalog
  • Contract Management
  • Asset Reporting
  • Basic Reporting
  • Advanced Reporting
  • Enterprise Reporting
  • Portal Customization
  • Widgets
  • MSP Plugin
  • Unlimited Mailboxes
  • Custom Mailbox
  • Domain Mapping
  • IP Whitelisting
  • Time Tracking
  • Announcements
  • Satisfaction Surveys
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Multiple Portal Languages
  • Multiple SLA Policies
  • Multiple Business Hours
  • Customizable Agent Roles
  • Priority Matrix
  • Round Robin
  • 1 Free Custom SSL
  • Integrated Game Mechanics
Vendor's Address

Vendor's Address

Tampa, Florida
311 California St.
San Francisco, CA, 94104
OS Supported

OS Supported

Company Email

Company Email
Pricing Details

Pricing Details

Learn more about VICIdial pricing Learn more about Freshservice pricing
Prominent Clients

Prominent Clients

American National Bank, Battery Giant, Rubik


USA, UK, Canada, International, China, Germany, India, Japan, Spain, France, Russia, Italy, Dutch, Portugal, Polish, Swedish USA, UK, Canada, International, China, Germany, India, Japan
Supported Integrations

Supported Integrations

VICIdial integrates with the following business systems and applications:

  • QueueMetrics
  • Zoiper WebPhone
  • Cepstral Text-to-Speech
  • OrecX Oreka
  • Sangoma Lyra
  • RankMiner
  • Teamsupport CRM
  • Insightly CRM
  • Pipedrive CRM
  • Vtiger CRM
  • Zoho CRM
  • Zendesk CRM
  • SugarCRM
  • LessAnnoyingCRM

Native Integrations

  • Facebook
  • Twitter
  • Salesforce
  • Sugar CRM
  • Capsule
  • FreshBooks
  • Atlassian Jira
  • Harvest
  • Google Apps
  • Google Calendar
  • Google Analytics
  • Google Contacts
  • Gmail Gadgets
  • Google Hangouts
  • Google Drive
  • LogMeIn Rescue
  • HelpOnClick
  • iContact
  • Zoho CRM
  • Snap Engage
  • Nimble
  • Shopify
  • FetchFlow
  • Knowlarity
  • MailChimp
  • Campaign Monitor
  • Highrise
  • Olark
  • Constant Contact
  • WorkFlowMax
  • SurveyMonkey
  • Dropbox
  • Screenr
  • PivotalTracker
  • Zapier
  • Batchbook
  • Amazon Web Services
  • Bomgar
  • Box

Third party Integrations

  • Userlike
  • Magento
  • Woo Themes
  • OneSky
Contact No.

Contact No.

+1-888-894-8424 +1-866-832 3090
Cost Details

Cost Details

VICIdial’s is an open source software and can be obtained for free. You can download the latest version from their official website.

Freshservice is available in four monthly plans that are billed annually. You can also try out a great free trial that allows you to test all the key features of the software first. You can start your free trial of Freshservice here.

The pricing plans available for the software are:

Sprout (Free up to 3 agents and 100 free assets):

  • Incident management
  • Knowledge base
  • Self-service portal
  • 100 end users

Blossom ($29/agent/month, plus purchase additional assets at 20 cents/asset/month):

  • All Sprout plan features
  • CMDB
  • Satisfaction surveys
  • Time tracking
  • Unlimited end users
  • Multiple helpdesk emails

Garden ($49/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Blossom Plan features
  • Problem management
  • Change management
  • Custom roles

Estate ($79/agent/month, purchase additional assets at 20 cents/asset/month):

  • All Garden Plan features
  • Integrated game mechanics
  • Round robin assignment
  • Custom SSL and trusted IP
  • Service catalog
Available Support

Available Support

Phone Live Support
Ticket Training
Phone Live Support
Ticket Training
Types of Customers

Types of Customers

Small Business | Large Enterprises | Medium Business | Freelancers Small Business | Large Enterprises | Medium Business | Freelancers
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Popular Alternatives

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Please pay attention to the fact that even though both VICIdial and Freshservice may offer an excellent range of features every software could be aimed at a different company size. If you are studying different apps you may want to pay attention to a company size they are aimed at. Specific elements might scale up with no problem for big enterprises but if you run a small or medium business it’s often better to stay away from paying for advanced features that you may never have a chance to use.