What users are saying about
2 Ratings
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Top Rated
159 Ratings
2 Ratings
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Score 8.1 out of 100

Freshdesk

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Top Rated
159 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Dimelo

We use Dimelo for managing across multiple channels for single clients, which it is really good at. We have not had as much success in identifying posts that may be more suited for escalations--so, for interrogating the content of posts for intent, sarcasm or content inspection, and to automatically assign to different departments or colleagues depending upon the rules.
Anonymous | TrustRadius Reviewer

Freshdesk

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Dimelo
8.9
Freshdesk
Customer data management / contact management
Dimelo
9.0
Freshdesk
Workflow management
Dimelo
9.0
Freshdesk
Territory management
Dimelo
9.0
Freshdesk
Opportunity management
Dimelo
9.0
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
Dimelo
9.0
Freshdesk
Contract management
Dimelo
9.0
Freshdesk
Quote & order management
Dimelo
9.0
Freshdesk
Interaction tracking
Dimelo
9.0
Freshdesk
Channel / partner relationship management
Dimelo
8.0
Freshdesk

Customer Service & Support

Dimelo
8.0
Freshdesk
Case management
Dimelo
8.1
Freshdesk
Call center management
Dimelo
8.0
Freshdesk
Help desk management
Dimelo
8.0
Freshdesk

Marketing Automation

Dimelo
8.1
Freshdesk
Lead management
Dimelo
7.3
Freshdesk
Email marketing
Dimelo
9.0
Freshdesk

CRM Project Management

Dimelo
8.0
Freshdesk
Task management
Dimelo
7.3
Freshdesk
Billing and invoicing management
Dimelo
8.0
Freshdesk
Reporting
Dimelo
8.9
Freshdesk

CRM Reporting & Analytics

Dimelo
7.4
Freshdesk
Forecasting
Dimelo
6.3
Freshdesk
Pipeline visualization
Dimelo
8.0
Freshdesk
Customizable reports
Dimelo
8.0
Freshdesk

Customization

Dimelo
8.6
Freshdesk
Custom fields
Dimelo
7.3
Freshdesk
Custom objects
Dimelo
9.0
Freshdesk
Scripting environment
Dimelo
9.0
Freshdesk
API for custom integration
Dimelo
9.0
Freshdesk

Security

Dimelo
8.0
Freshdesk
Single sign-on capability
Dimelo
8.0
Freshdesk
Role-based user permissions
Dimelo
8.0
Freshdesk

Social CRM

Dimelo
8.9
Freshdesk
Social data
Dimelo
9.0
Freshdesk
Social engagement
Dimelo
8.9
Freshdesk

Integrations with 3rd-party Software

Dimelo
8.6
Freshdesk
Marketing automation
Dimelo
8.1
Freshdesk
Compensation management
Dimelo
9.0
Freshdesk

Platform

Dimelo
8.0
Freshdesk
Mobile access
Dimelo
8.0
Freshdesk

Incident and problem management

Dimelo
Freshdesk
8.7
Organize and prioritize service tickets
Dimelo
Freshdesk
9.0
Expert directory
Dimelo
Freshdesk
8.4
Subscription-based notifications
Dimelo
Freshdesk
8.4
ITSM collaboration and documentation
Dimelo
Freshdesk
7.6
Ticket creation and submission
Dimelo
Freshdesk
9.3
Ticket response
Dimelo
Freshdesk
9.7

Self Help Community

Dimelo
Freshdesk
8.3
External knowledge base
Dimelo
Freshdesk
8.7
Internal knowledge base
Dimelo
Freshdesk
7.9

Multi-Channel Help

Dimelo
Freshdesk
7.4
Customer portal
Dimelo
Freshdesk
8.4
IVR
Dimelo
Freshdesk
3.0
Social integration
Dimelo
Freshdesk
7.6
Email support
Dimelo
Freshdesk
9.8
Help Desk CRM integration
Dimelo
Freshdesk
8.3

Pros

Dimelo

  • Being able to unify all the messages we receive daily is easier.
  • It helps reduce time when giving answers and solutions to problems that arise.
  • Its interface is very simple and easy to understand.
  • You can add all customer interactions in digital channels and synchronize ticket information and customer profiles with your existing CRM
luar lamas | TrustRadius Reviewer

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess | TrustRadius Reviewer

Cons

Dimelo

  • Social media listening over and above management
  • Simpler schedule for content managing posts where the content editors may not have/need/want direct access to Dimelo--such as marketing directors, etc.
Anonymous | TrustRadius Reviewer

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Dimelo

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

Dimelo

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright | TrustRadius Reviewer

Support Rating

Dimelo

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson | TrustRadius Reviewer

Implementation Rating

Dimelo

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Dimelo

This application meets all the needs that the company faces today, and it is cheaper than other systems. This unified management solution allows you to provide quality customer service with a fast response speed, which has allowed me to win more customers to the company.
luar lamas | TrustRadius Reviewer

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani | TrustRadius Reviewer

Return on Investment

Dimelo

  • Provided the service we required based upon an assumed initial level of customer engagement
  • Increased social media engagement for the client - positive impact
Anonymous | TrustRadius Reviewer

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss | TrustRadius Reviewer

Screenshots

Pricing Details

Dimelo

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Dimelo Editions & Modules

Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Rating Summary

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