# Dixa, Agentforce Service (formerly Salesforce Service Cloud) vs Freshdesk Comparison

| | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 391 | 7,333 | 3,748 | 
| **Largest Market Segment** | Mid-Market (54.4% of reviews) | Mid-Market (42.8% of reviews) | Small-Business (48.6% of reviews) | 
| **Entry Level Price** | $39.00 1 Per agent / Per Month | Starting at $25.00 1 User Per Month | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### Dixa

Pros:
- Ease of Use (30 reviews)
- Helpful (24 reviews)

Cons:
- Missing Features (18 reviews)
- Limited Features (13 reviews)

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
  | **Meets Requirements** | 8.3 (346 reviews) | 8.6 (2850 reviews) | 8.6 (3280 reviews) | 
  | **Ease of Use** | 8.6 (348 reviews) | 8.4 (5463 reviews) | 8.9 (3304 reviews) | 
  | **Ease of Setup** | 8.6 (188 reviews) | 7.9 (4216 reviews) | 8.6 (2360 reviews) | 
  | **Ease of Admin** | 8.8 (181 reviews) | 8.2 (1561 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 8.7 (333 reviews) | 8.3 (2626 reviews) | 8.7 (3179 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (186 reviews) | 8.7 (1542 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 8.6 (340 reviews) | 8.3 (2798 reviews) | 8.8 (3249 reviews) | 

---
## Pricing

### Dixa

#### Entry-Level Pricing

Plan: Essential

Price: $39.00 1 Per agent / Per Month

Description: Start to build your customer base with these service essentials.

Key Features:
- Dixa Messenger as a Channel
- Conversation Timeline
- Intelligent Routing

[Browse all 4 editions](https://www.g2.com/products/dixa/pricing)

#### Free Trial

Yes

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.2/10 | 207 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1729 |
| **Freshdesk** | 8.2/10 | 2591 |

#### Ticket and Case Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Ticket creation user experience** | 8.5 (87 reviews) ✓ Verified | 8.5 (1216 reviews) ✓ Verified | 8.9 (2252 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.6 (85 reviews) ✓ Verified | 8.4 (1228 reviews) ✓ Verified | 8.8 (2264 reviews) ✓ Verified | 
| **Workflow** | 8.6 (87 reviews) ✓ Verified | 8.4 (1279 reviews) ✓ Verified | 8.5 (2192 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (124 reviews) ✓ Verified | 8.3 (1185 reviews) ✓ Verified | 8.5 (2068 reviews) ✓ Verified | 
| **SLA Management** | 8.0 (107 reviews) ✓ Verified | 8.1 (985 reviews) | 8.3 (1810 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.0 (134 reviews) ✓ Verified | 7.9 (1170 reviews) ✓ Verified | 8.5 (2094 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.3 (119 reviews) ✓ Verified | 8.3 (1157 reviews) ✓ Verified | 8.7 (2027 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.4 (140 reviews) ✓ Verified | 8.6 (1073 reviews) ✓ Verified | 8.3 (1378 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 7.6 (7 reviews) | 7.7 (182 reviews) | 7.3 (331 reviews) | 
| **AI Text Summarization** | 7.9 (7 reviews) | 7.7 (181 reviews) | 7.4 (325 reviews) | 

#### Agentic AI - Help Desk

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.6 (76 reviews) | 7.2 (58 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (68 reviews) | 6.9 (57 reviews) | 
| **Proactive Assistance** | Not enough data | 8.5 (71 reviews) | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Customer Portal** | 8.6 (28 reviews) | 8.4 (1027 reviews) ✓ Verified | 8.6 (1926 reviews) ✓ Verified | 
| **Email to Case** | 8.5 (137 reviews) ✓ Verified | 8.6 (1217 reviews) ✓ Verified | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.8 (135 reviews) ✓ Verified | 8.2 (865 reviews) | 8.4 (1316 reviews) ✓ Verified | 
| **Social Integration** | 7.2 (30 reviews) | 8.0 (811 reviews) ✓ Verified | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | 8.5 (145 reviews) ✓ Verified | 8.1 (771 reviews) | 7.9 (937 reviews) ✓ Verified | 

#### Platform

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Mobile User Support** | 6.7 (46 reviews) ✓ Verified | 7.8 (558 reviews) ✓ Verified | 8.1 (1161 reviews) ✓ Verified | 
| **Customization ** | 7.7 (85 reviews) ✓ Verified | 8.3 (824 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.4 (88 reviews) ✓ Verified | 8.6 (704 reviews) ✓ Verified | 8.6 (1550 reviews) ✓ Verified | 
| **Integration** | 8.5 (69 reviews) ✓ Verified | 8.3 (646 reviews) ✓ Verified | 8.3 (1157 reviews) ✓ Verified | 
| **Reporting** | 7.5 (129 reviews) ✓ Verified | 8.2 (1165 reviews) ✓ Verified | 8.0 (1881 reviews) ✓ Verified | 
| **Dashboards** | 8.0 (146 reviews) ✓ Verified | 8.3 (1182 reviews) ✓ Verified | 8.3 (1967 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Freshdesk** | N/A | N/A |

#### Administration

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Database Management ** | Not enough data | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | Not enough data | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | Not enough data | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (225 reviews) | Not enough data | 
| **Publishing Workflows** | Not enough data | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | Not enough data | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Policies and Controls** | Not enough data | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | Not enough data | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | Not enough data | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | Not enough data | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | Not enough data | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | Not enough data | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | Not enough data | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | Not enough data | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Integrations** | Not enough data | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | Not enough data | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | Not enough data | 8.9 (220 reviews) | Not enough data | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 137 |
| **Freshdesk** | 8.0/10 | 404 |

#### Channels

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.6 (129 reviews) | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | 8.4 (120 reviews) | 8.0 (334 reviews) | 
| **Physical Media** | Not enough data | 7.6 (119 reviews) | 7.5 (324 reviews) | 

#### Design

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.4 (119 reviews) | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | 8.0 (119 reviews) | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | 8.3 (122 reviews) | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | 8.4 (121 reviews) | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.5 (116 reviews) | 8.4 (332 reviews) | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (113 reviews) | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (112 reviews) | 7.7 (264 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **All-Employee Access** | Not enough data | 8.6 (205 reviews) | 8.7 (263 reviews) | 
| **Supporting Documents** | Not enough data | 8.6 (208 reviews) | 8.7 (259 reviews) | 
| **Two-Way Communication** | Not enough data | 8.7 (206 reviews) | 8.8 (251 reviews) | 

#### Reporting

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.7 (206 reviews) | 8.6 (245 reviews) | 
| **Trend Analysis** | Not enough data | 8.3 (199 reviews) | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (204 reviews) | 8.6 (253 reviews) | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (180 reviews) | 7.5 (178 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (181 reviews) | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | 8.3/10 | 269 |

#### Productivity Tools

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Notes** | Not enough data | Not enough data | 8.9 (237 reviews) | 
| **Internal Discussion** | Not enough data | Not enough data | 8.7 (222 reviews) | 
| **Assignments and Tasks** | Not enough data | Not enough data | 8.6 (225 reviews) | 
| **Workflows** | Not enough data | Not enough data | 8.7 (229 reviews) | 
| **Templates** | Not enough data | Not enough data | 8.7 (232 reviews) | 
| **Integrations** | Not enough data | Not enough data | 8.3 (209 reviews) | 
| **Tagging System** | Not enough data | Not enough data | 8.7 (227 reviews) | 

#### Analytics

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Trends** | Not enough data | Not enough data | 8.3 (204 reviews) | 
| **Performance Tracking** | Not enough data | Not enough data | 8.5 (214 reviews) | 
| **Email Tracking** | Not enough data | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | Not enough data | 7.1 (14 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 7.9/10 | 13 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Freshdesk** | N/A | N/A |

#### Quality Assurance

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Evaluation** | 8.3 (11 reviews) | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 7.7 (11 reviews) | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.5 (12 reviews) | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Feedback** | 8.2 (13 reviews) | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 7.9 (12 reviews) | 8.9 (70 reviews) | Not enough data | 
| **Training** | 7.7 (11 reviews) | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Integrations** | 7.7 (11 reviews) | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.2 (12 reviews) | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 7.5 (8 reviews) | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (8 reviews) | 8.0 (62 reviews) | Not enough data | 

### Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.6/10 | 7 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Knowledge Pages

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Templates** | 8.6 (7 reviews) | Not enough data | Not enough data | 
| **In-Content Feedback** | 8.6 (6 reviews) | Not enough data | Not enough data | 
| **Versioning and Version History** | 8.9 (6 reviews) | Not enough data | Not enough data | 
| **Decision Trees** | 8.8 (7 reviews) | Not enough data | Not enough data | 
| **Duplicate Detection** | 8.3 (7 reviews) | Not enough data | Not enough data | 
| **Content Editor** | 9.2 (6 reviews) | Not enough data | Not enough data | 

#### Knowledge Dissemination

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Page Analytics** | 8.3 (7 reviews) | Not enough data | Not enough data | 
| **Permissions** | 8.3 (7 reviews) | Not enough data | Not enough data | 
| **Knowledge Sharing** | 8.6 (7 reviews) | Not enough data | Not enough data | 
| **Notifications** | 8.6 (6 reviews) | Not enough data | Not enough data | 
| **Advanced Search** | 9.2 (6 reviews) | Not enough data | Not enough data | 
| **Browser Extension** | 7.7 (5 reviews) | Not enough data | Not enough data | 
| **Organization** | 8.7 (5 reviews) | Not enough data | Not enough data | 
| **Other Integrations** | 8.6 (6 reviews) | Not enough data | Not enough data | 
| **Knowledge Integrations** | 9.2 (6 reviews) | Not enough data | Not enough data | 

#### Agentic AI - Knowledge Base

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.1/10 | 215 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 |
| **Freshdesk** | N/A | N/A |

#### Channels

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Voice** | 8.4 (98 reviews) ✓ Verified | 7.5 (277 reviews) | Not enough data | 
| **Social** | 7.9 (89 reviews) ✓ Verified | 7.4 (270 reviews) | Not enough data | 
| **Web Chat** | 8.5 (96 reviews) ✓ Verified | 7.9 (276 reviews) | Not enough data | 
| **Mobile SMS** | 7.3 (53 reviews) ✓ Verified | 7.4 (267 reviews) | Not enough data | 
| **Email** | 9.1 (105 reviews) ✓ Verified | 8.8 (283 reviews) | Not enough data | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text-to-Speech** | 7.3 (22 reviews) | 7.0 (218 reviews) | Not enough data | 

#### Functions

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Session Routing** | 8.4 (152 reviews) ✓ Verified | 7.9 (271 reviews) | Not enough data | 
| **Session Queuing** | 8.6 (164 reviews) ✓ Verified | 8.0 (269 reviews) | Not enough data | 
| **Concurrent Calling** | 8.2 (120 reviews) ✓ Verified | 7.6 (259 reviews) | Not enough data | 
| **Speech Analytics** | Feature Not Available | 7.2 (256 reviews) | Not enough data | 
| **Auto Dialer** | Feature Not Available | 7.2 (257 reviews) | Not enough data | 
| **IVR** | 8.1 (72 reviews) ✓ Verified | 7.2 (261 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.6 (75 reviews) ✓ Verified | 7.7 (260 reviews) | Not enough data | 
| **Persistent Data** | 8.0 (72 reviews) ✓ Verified | 8.0 (261 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | Not enough data | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | Not enough data | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | Not enough data | 9.0 (7 reviews) | Not enough data | 

#### Administrative

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Session Summary Notes** | 8.5 (156 reviews) ✓ Verified | 7.9 (257 reviews) | Not enough data | 
| **Administrator Access** | 8.7 (145 reviews) ✓ Verified | 8.5 (261 reviews) | Not enough data | 
| **Reporting & Dashboards** | 7.7 (164 reviews) ✓ Verified | 8.5 (260 reviews) | Not enough data | 
| **Session Recording** | 8.2 (74 reviews) ✓ Verified | 7.7 (250 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 8.0 (75 reviews) ✓ Verified | 7.7 (255 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Responses

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Personalization** | Not enough data | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | Not enough data | 

#### Platform

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | Not enough data | 
| **Integration** | Feature Not Available | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.3/10 | 25 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Freshdesk** | N/A | N/A |

#### Workforce Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Agent Availability** | 8.8 (24 reviews) | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | Feature Not Available | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | Feature Not Available | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | Feature Not Available | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | Feature Not Available | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Automation** | 8.5 (21 reviews) | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.4 (25 reviews) | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.2 (25 reviews) | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.5 (19 reviews) | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 8.3 (21 reviews) | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.0/10 | 147 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Personalization** | 8.1 (122 reviews) | 8.6 (105 reviews) | 8.3 (432 reviews) | 
| **Omnichannel** | 8.7 (95 reviews) | 8.7 (104 reviews) | 8.3 (378 reviews) | 
| **Contextual Engagement** | 8.4 (81 reviews) | 8.1 (101 reviews) | 8.3 (371 reviews) | 
| **Proactive Engagement** | 7.9 (30 reviews) | 8.3 (107 reviews) | 8.4 (307 reviews) | 

#### Support Automation

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Intelligent Routing** | 8.4 (91 reviews) | 8.2 (103 reviews) | 8.4 (388 reviews) | 
| **Seamless Escalation** | 8.4 (106 reviews) | 8.2 (101 reviews) | 8.4 (408 reviews) | 
| **Transcripts** | 8.3 (93 reviews) | 8.1 (103 reviews) | 8.3 (373 reviews) | 
| **Self-Serve Support** | 7.6 (31 reviews) | 8.0 (101 reviews) | 8.2 (314 reviews) | 

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 7.6 (11 reviews) | 7.4 (97 reviews) | 7.4 (207 reviews) | 
| **AI Text Summarization** | 7.0 (11 reviews) | 7.4 (96 reviews) | 7.4 (203 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 175 |
| **Freshdesk** | N/A | N/A |

#### Customer Support

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Text** | Not enough data | 8.3 (147 reviews) | Not enough data | 
| **Speech** | Not enough data | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | Not enough data | 8.2 (145 reviews) | Not enough data | 

#### Automation

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Ticket Resolution** | Not enough data | 8.3 (153 reviews) | Not enough data | 
| **Customization** | Not enough data | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | Not enough data | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Learning** | Not enough data | 7.6 (143 reviews) | Not enough data | 
| **Language** | Not enough data | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | Not enough data | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.0/10 | 117 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1013 |
| **Freshdesk** | 8.4/10 | 1886 |

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 8.0 (10 reviews) | 7.8 (110 reviews) | 7.8 (116 reviews) | 
| **AI Text Summarization** | 8.2 (10 reviews) | 7.8 (111 reviews) | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | 7.9 (11 reviews) | 7.8 (110 reviews) | 7.6 (113 reviews) | 

#### Communication

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Pop-up Chat** | 8.3 (36 reviews) | 8.5 (313 reviews) ✓ Verified | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | 8.0 (43 reviews) | 8.6 (332 reviews) ✓ Verified | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | Feature Not Available | 8.4 (279 reviews) ✓ Verified | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | 8.1 (36 reviews) | 8.5 (281 reviews) ✓ Verified | 8.5 (199 reviews) | 
| **Co-Browsing** | Feature Not Available | 7.8 (162 reviews) | 8.2 (202 reviews) | 

####  Internal Use

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Customization ** | 7.7 (85 reviews) ✓ Verified | 8.3 (824 reviews) ✓ Verified | 8.1 (1662 reviews) ✓ Verified | 
| **Conversation Archiving** | Feature Not Available | 8.3 (298 reviews) ✓ Verified | 8.6 (203 reviews) | 
| **Lead Development** | Feature Not Available | 8.5 (290 reviews) ✓ Verified | 8.2 (186 reviews) | 
| **Knowledge Base** | 8.1 (32 reviews) | 8.4 (322 reviews) ✓ Verified | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | Feature Not Available | 8.5 (293 reviews) ✓ Verified | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | Feature Not Available | 8.7 (326 reviews) ✓ Verified | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.2/10 | 34 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Summarization** | 8.7 (10 reviews) | 7.3 (128 reviews) | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Knowledge Base** | 8.3 (31 reviews) | 8.6 (597 reviews) | 8.7 (959 reviews) | 
| **Searchable Articles** | 8.1 (32 reviews) | 8.3 (580 reviews) | 8.6 (911 reviews) | 
| **Community Forums** | Feature Not Available | 8.3 (529 reviews) | 8.3 (682 reviews) | 
| **Mobile Optimization** | 8.0 (19 reviews) | 8.0 (216 reviews) | 8.2 (238 reviews) | 
| **Personalization** | 7.9 (30 reviews) | 8.4 (227 reviews) | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Branding** | 8.4 (29 reviews) | 8.4 (225 reviews) | 8.5 (253 reviews) | 
| **Automation** | Feature Not Available | 8.6 (234 reviews) | 8.6 (260 reviews) | 
| **Artificial Intelligence** | Feature Not Available | 7.7 (204 reviews) | 8.0 (220 reviews) | 
| **Integrations** | Feature Not Available | 8.5 (217 reviews) | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.5 (8 reviews) | 7.7 (16 reviews) | 
| **Multi-step Planning** | Not enough data | 8.5 (8 reviews) | 7.7 (15 reviews) | 
| **Cross-system Integration** | Not enough data | 8.9 (9 reviews) | 7.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 8.8 (8 reviews) | 7.7 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.8 (8 reviews) | 7.6 (17 reviews) | 
| **Proactive Assistance** | Not enough data | 8.8 (8 reviews) | 7.6 (16 reviews) | 
| **Decision Making** | Not enough data | 8.8 (8 reviews) | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Freshdesk** | 8.7/10 | 532 |

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (56 reviews) | 8.2 (79 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (56 reviews) | 8.0 (79 reviews) | 

#### Process

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Mentions** | Not enough data | 8.6 (246 reviews) | 8.6 (163 reviews) | 
| **Tickets** | Not enough data | 8.6 (266 reviews) | 9.3 (485 reviews) | 
| **Macros** | Not enough data | 8.3 (227 reviews) | 8.6 (372 reviews) | 

#### Channels

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Email** | Not enough data | 8.8 (275 reviews) | 9.2 (480 reviews) | 
| **Social** | Not enough data | 8.4 (250 reviews) | 8.7 (416 reviews) | 
| **Live Chat** | Not enough data | 8.5 (233 reviews) | 8.8 (377 reviews) | 
| **Phone** | Not enough data | 8.6 (234 reviews) | 8.5 (341 reviews) | 
| **Text** | Not enough data | 8.6 (216 reviews) | 8.3 (59 reviews) | 

#### Insight

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Surveys** | Not enough data | 8.6 (232 reviews) | 8.6 (383 reviews) | 
| **Reporting** | Not enough data | 8.8 (267 reviews) | 8.7 (170 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (206 reviews) | 8.6 (374 reviews) | 
| **Help Desk** | Not enough data | 8.7 (254 reviews) | 9.1 (446 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | 8.3/10 | 7 |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | 8.3 (7 reviews) | 8.0 (81 reviews) | 7.8 (87 reviews) | 
| **AI Text Summarization** | 7.8 (6 reviews) | 8.0 (82 reviews) | 7.7 (85 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Freshdesk** | N/A | N/A |

#### Generative AI

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Not enough data | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Brand Design Consistency** | Not enough data | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | Not enough data | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | Not enough data | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | Not enough data | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Feedback Aggregation** | Not enough data | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | Not enough data | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | Not enough data | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | Not enough data | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Security** | Not enough data | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | Not enough data | 8.7 (30 reviews) | Not enough data | 

### Knowledge Management

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Knowledge Base

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Q & A** | Not enough data | Not enough data | Not enough data | 
| **Link Sharing** | Not enough data | Not enough data | Not enough data | 
| **Searchable** | Not enough data | Not enough data | Not enough data | 

#### Security

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Verification** | Not enough data | Not enough data | Not enough data | 
| **Role-Based Permission** | Not enough data | Not enough data | Not enough data | 
| **Public vs Private** | Not enough data | Not enough data | Not enough data | 

#### Content

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Trackable Analytics** | Not enough data | Not enough data | Not enough data | 
| **Import** | Not enough data | Not enough data | Not enough data | 
| **File Viewing** | Not enough data | Not enough data | Not enough data | 
| **Update Notifications** | Not enough data | Not enough data | Not enough data | 

#### Communication

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Social Features** | Not enough data | Not enough data | Not enough data | 
| **Tagging ** | Not enough data | Not enough data | Not enough data | 
| **Upload ** | Not enough data | Not enough data | Not enough data | 
| **Comments** | Not enough data | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 14 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | Not enough data | 8.0 (9 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | Not enough data | 8.5 (10 reviews) | 

#### Automation

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 6.9 (9 reviews) | 
| **Adaptive Responses** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Dixa** | N/A | N/A |
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Dixa (6):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (9):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Freshdesk (5):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service)


---
## Reviewer Demographics

### By Company Size

| Segment | Dixa | Agentforce Service (formerly Salesforce Service Cloud) | Freshdesk | 
|---|---|---|---|
| **Small-Business** | 42.7% | 18.7% | 48.6% | 
| **Mid-Market** | 54.4% | 42.8% | 39.7% | 
| **Enterprise** | 2.9% | 38.5% | 11.7% | 

### By Industry

#### Dixa

- **Retail:** 16.1%
- **Leisure, Travel & Tourism:** 6.1%
- **Consumer Goods:** 5.8%
- **Sporting Goods:** 4.7%
- **Financial Services:** 4.2%
- **Furniture:** 4.0%
- **Consumer Services:** 4.0%
- **Cosmetics:** 4.0%
- **Apparel & Fashion:** 3.7%
- **Information Technology and Services:** 3.4%
- **Other:** 44.1%

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to Dixa

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Helpshift](https://www.g2.com/products/helpshift/reviews) — 4.3/5 stars (381 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7617 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7617 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)

---
## Top Discussions

### Dixa

- Title: [In which countries are phone numbers available?](https://www.g2.com/discussions/phone-95ee9ab3-5371-467d-9291-4116e53baa5a) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "We currently supply phone numbers in these countries: Argentina*, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, Colombia*, Croatia, Cyprus,..."
- Title: [Do I need any hardware or softphones?](https://www.g2.com/discussions/phone-68f1fb7f-61d9-405d-86d2-665512202e67) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "No, you simply need a microphone and speakers. We recommend avoiding the used of headsets with active noise cancellation for the best experience."
- Title: [Can I keep my existing number?](https://www.g2.com/discussions/phone-0ab47a8f-1796-40b8-8c5c-818bd60f8f96) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Yes, you can absolutely keep your existing number. Contact us to transfer your existing number from your current telephone carrier to Dixa (known as..."
- Title: [Which payment methods do you accept?](https://www.g2.com/discussions/payment-e56966a1-f8da-47ec-8a01-891d7168a1c0) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "We currently accept VISA, Mastercard and American Express in more than 100 currencies."

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dixa-vs-agentforce-service-formerly-salesforce-service-cloud-vs-freshdesk)