Softwr

Telecommunications · head to head

Dialpad vs Freshservice

Dialpad logo

Dialpad

Telecommunications

Cloud phone and voice communications

From
On request
Free plan
No
Full reviewWebsite
Freshservice logo

Freshservice

Customer Support

Modern IT service management

From
$19/month
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Dialpad pricing details not publicly disclosed; requires contacting sales; Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • They diverge on capability: Dialpad covers Voice calls, Freshservice covers Incident management.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Dialpad and Freshservice actually diverge.

Attributes where Dialpad and Freshservice differ
AttributeDialpadFreshservice
Starting priceOn request$19/month
Pricing modelUnknownsubscription
PlatformsWeb, MobileWeb, Ios, Android
CategoryTelecommunicationsCustomer Support
Founded20132010

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Dialpad

  • Voice calls
  • Video meeting
  • Chat
  • Analytics
  • Call recording
  • Salesforce
  • HubSpot
  • Microsoft 365

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Automation
  • Reporting
  • Microsoft Teams
  • AWS

Both cover

  • Slack
  • Web support

What people use each for

The jobs each tool is most often brought in to do.

Dialpad

  • Customer service with AI voice and chat agentsnot Freshservice
  • Autonomous contact centre operations with handoff to humansnot Freshservice
  • Multi-channel communication (voice, chat, SMS, email)not Freshservice
  • HIPAA-compliant healthcare communicationnot Freshservice

Freshservice

  • IT service management and internal help desk ticketingnot Dialpad
  • Asset management and change control for IT teamsnot Dialpad

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Dialpad

  • Pricing details not publicly disclosed; requires contacting sales
  • AI Agent pricing uses credit-based model with pay-per-value structure
  • Specific pricing tiers and feature comparisons not available on public website

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Pricing, plan by plan

Dialpad

On request

No published plan breakdown. See the Dialpad review.

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Which should you pick?

Choose Dialpad if

  • You need voice calls.
  • You work on Web, Mobile.
  • You also want video meeting.
Dialpad review

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Questions people ask

Is Dialpad or Freshservice better?
Neither clearly leads. Dialpad starts at On request and Freshservice at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Dialpad or Freshservice?
Dialpad starts at On request and Freshservice at $19/month.
Does Dialpad or Freshservice run on more platforms?
Dialpad runs on Web, Mobile. Freshservice runs on Web, Ios, Android.
What is Dialpad best used for?
Dialpad is most often used for customer service with ai voice and chat agents, autonomous contact centre operations with handoff to humans, multi-channel communication (voice, chat, sms, email), hipaa-compliant healthcare communication. Of those, customer service with ai voice and chat agents and autonomous contact centre operations with handoff to humans are not what Freshservice is typically brought in for.
What can Dialpad do that Freshservice cannot?
Dialpad covers Voice calls, Video meeting, Chat, Analytics. Freshservice covers Incident management, Asset management, Change management, Knowledge base. Both handle Slack, Web support.

Answered from the vendors’ own pages

Dialpad: How much does Dialpad cost?

Dialpad uses conversation-based pricing where customers purchase a pool of AI Agent Credits. Billing occurs only when AI delivers value by retrieving information or executing actions. Exact pricing is not published online and requires contacting sales.

Source
Freshservice: How much does Freshservice cost?

Freshservice is priced per agent per month on annual billing: Starter at $19, Growth at $49 and Pro at $99. Enterprise is quoted by sales. Freshworks states annual billing is 20% cheaper than monthly.

Source
Dialpad: What is Dialpad's AI Agent pricing model?

Dialpad AI Agents are priced per conversation using a credit system. Credits are used only when the AI retrieves information or executes actions like scheduling, routing, or order lookup.

Source
Freshservice: Does Freshservice have a free trial?

Yes. Freshworks states you get free unrestricted access to all features available in Freshservice for 14 days after sign up, plus 3 free Day Passes for occasional agents.

Source
Freshservice: Which Freshservice plan includes change management?

Problem management, change management, major incident management and release management all start on the Pro plan at $99 per agent per month. The Growth plan at $49 covers service catalog, SLA and on-call management.

Source
Freshservice: How much does Freddy AI cost on Freshservice?

Freddy AI Copilot is an optional add-on at $29 per agent per month on the Pro plan. The Freddy AI Agent in its Classic form is included on the Enterprise plan.

Source
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