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Software · head to head

Freshservice vs Dixa

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Dixa logo

Dixa

Software

Customer friendship platform

From
$39/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Dixa entry pricing is 89 EUR per agent per month, which is high against comparable help desks
  • They diverge on capability: Freshservice covers Incident management, Dixa covers Unified inbox.

Where they differ

Only the attributes on which Freshservice and Dixa actually diverge.

Attributes where Freshservice and Dixa differ
AttributeFreshserviceDixa
Starting price$19/month$39/month
Founded20102015

Identical on both: pricing model (subscription), free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

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 Freshservice

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

Only in Dixa

  • Unified inbox
  • Smart routing
  • Native phone
  • Live chat
  • Real-time analytics
  • Agent workspace
  • Shopify
  • Salesforce

Both cover

  • SOC2
  • ISO27001
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Freshservice

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

Dixa

  • Omnichannel customer service across phone, email, chat and socialnot Freshservice
  • Routing conversations to agents by skill and customer datanot Freshservice

Where each one falls short

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

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

Dixa

  • Entry pricing is 89 EUR per agent per month, which is high against comparable help desks
  • The AI agent is billed separately at 0.35 EUR per conversation on top of the seat price
  • Skills based routing and advanced automations require the Ultimate plan at 139 EUR per agent
  • SSO, custom user roles and auto redaction are Prime only at 179 EUR per agent
  • There is no self serve trial, and the vendor states every rollout is guided
  • Quality assurance and the AI co pilot are paid add ons on every tier

Pricing, plan by plan

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

Dixa

$39/month
  • Essential$39/month
    • 3 channels
    • Basic routing
    • Agent workspace
  • Growth$89/month
    • All channels
    • Advanced routing
    • IVR
  • Ultimate$139/month
    • Everything in Growth
    • Workforce management
    • Quality assurance

Which should you pick?

Choose Freshservice if

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

Choose Dixa if

  • You need unified inbox.
  • You work on Web, Ios, Android.
  • You also want smart routing.
Dixa review

Questions people ask

Is Freshservice or Dixa better?
Neither clearly leads. Freshservice starts at $19/month and Dixa at $39/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Dixa?
Freshservice starts at $19/month and Dixa at $39/month.
Does Freshservice or Dixa run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Dixa is typically brought in for.
What can Freshservice do that Dixa cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Dixa covers Unified inbox, Smart routing, Native phone, Live chat. Both handle SOC2, ISO27001, GDPR, Web support.
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Related pages

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