Freshdesk vs Serviceaide ChangeGear comparison

Why PeerSpot?

Freshworks and Serviceaide are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.1, while Serviceaide is ranked #26. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Serviceaide ChangeGear and Freshdesk are IT service management solutions, each offering unique advantages. ChangeGear's strengths in pricing and ITIL practices make it compelling for IT-focused functions, whereas Freshdesk's expansive features and integrations provide broader capabilities, often validating its higher cost.

Features: Serviceaide ChangeGear provides strong ITIL process support, change management tools, and comprehensive reporting abilities, suitable for environments prioritizing compliance. Freshdesk excels with multichannel support, integration with business applications, and automated workflows, ideal for cross-departmental collaboration.

Room for Improvement: ChangeGear could benefit from enhanced integration capabilities, greater flexibility in reporting, and improved multichannel support to compete with comprehensive systems. Freshdesk may need to address high costs, refine its visual customization options, and offer more extensive offline support features to meet various business needs.

Ease of Deployment and Customer Service: Freshdesk's cloud-based deployment allows for rapid setup and user-friendly interface, backed by a robust support team. Serviceaide ChangeGear offers both cloud and on-premise deployments, aligning with the needs of large enterprises that require structured setups, complemented by high-touch support.

Pricing and ROI: Serviceaide ChangeGear appeals with competitive pricing for IT-specific functions, likely offering swift ROI through its affordable service management features. Despite higher costs, Freshdesk's vast feature set boosts customer engagement and operational efficiency, resulting in substantial ROI for companies leveraging its services.

To learn more, read our detailed Freshdesk vs. Serviceaide ChangeGear Report (Updated: September 2026).

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

September 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"We have found that the automation bots we have developed give great savings in terms of higher productivity and efficiency."

"Very comprehensive with different platforms especially SAP and Oracle EBS."

"It has absolutely been worth it for us and has provided us with good value."

"We have seen AA bringing immense value to the clients once operational."

"Error handling plays an important role when you schedule a bot because if you are not physically present and something happens, you need to know what has gone wrong."

"The object cloning is its most valuable feature."

"The thing I appreciate most about Automation Anywhere is how integrated the aspects of it are."

"It is easier to learn, implement, and get things done with Automation Anywhere compared to other tools on market right now."

More Automation Anywhere pros

"We're able to respond to customer inquiries much faster and with better information."

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

"While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow, so everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running."

"Ticket system - provides us with support tickets submitted by customers from various sources Sharing - team members can share progress of tickets"

"Freshdesk saves us a lot of time, and allows us to provide an excellent and efficient customer service."

"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."

"I used Freshdesk for communication with the clients, such as real-time chats."

"Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce."

More Freshdesk pros

"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

More Serviceaide ChangeGear pros

Cons

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"With respect to the user interface, everything works well, but the community expects more clear documentation with respect to use cases and end-to-end use cases, so one can understand how to handle these scenarios effectively."

"It is good for standard procedures with an SOP. For those, it works well. But there are processes that are tricky and need human intervention and intelligence. In those cases, the process gets stuck."

"They have incorporated many latest technologies, such as AI, and there is always scope to improve the processes and have more stability."

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations. This could be improved upon. We would like fewer version changes and upgrades happening to the application. While the downtime is not that much, depending on the business processes, there are times few critical processes are running on a daily or hourly basis. We would expect the downtime to be even less for them."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."

"The IQ Bot could use improvement."

"The areas that need improvement are the license management, user access permission, user role access management, and technical support."

More Automation Anywhere cons

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."

"The most frustrating thing is definitely the solutions center customization."

"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."

"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."

"However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data."

"I give it a seven because the usability is not bad, but it is not entirely out of the box; for the pricing, seven is an average score for the product."

"An area for improvement in Freshdesk would be enabling all features regardless of company or user size."

More Freshdesk cons

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"It loses points because it’s not GUI enough, too code-y."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"Flexibility to customize."

"Importing data with relations is difficult and could be better."

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"The certifications are free of cost."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

"The ROI is really good. We have saved time and money."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"It's a bit expensive compared to other RPA tools on the market."

More Automation Anywhere pricing and cost advice

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"It is costly."

"The pricing is pretty manageable and acceptable."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

More Freshdesk pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Construction Company

11%

Manufacturing Company

Financial Services Firm

Outsourcing Company

Construction Company

20%

Comms Service Provider

12%

Outsourcing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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Compared 13% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

September 2026

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Serviceaide ChangeGear product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Serviceaide

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Oakwood Systems Group

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

September 2026

Free Report: Freshdesk vs. Serviceaide ChangeGear

Find out what your peers are saying about Freshdesk vs. Serviceaide ChangeGear and other solutions. Updated: September 2026.

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