Freshdesk vs Serviceaide ChangeGear comparison

Freshworks and Serviceaide are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.4, while Serviceaide is ranked #29. Freshworks holds a 3.4% mindshare in HDS, compared to Serviceaide’s 0.4% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Freshdesk

Read 31 Freshdesk reviews

1,801 Views
1,253 Comparison Views

93% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

228 Views
138 Comparison Views

85% willing to recommend

Freshdesk

Serviceaide ChangeGear

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: April 2025).

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

April 2025

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Helped 850,028 peers since 2012

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

Freshdesk

Ranking in Help Desk Software

6th

Average Rating

8.2

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

Customer Experience Management (4th), Field Service Management (3rd), Knowledge Management Software (5th)

Serviceaide ChangeGear

Ranking in Help Desk Software

29th

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (32nd)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.4%, down from 4.6% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.4%, down from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Alexey Timchenko

Senior Vice President Information Technology at TASC Towers

Incredibly user-friendly, flexible, and affordable

Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.

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it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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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

"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."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"The organization that is possible with other departments is the solution's most valuable aspect."

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

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

"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."

"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."

More Freshdesk pros

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

Cons

"Technical support is not the best. It could be much, much better and offer better support to users."

"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."

"The solution's inbound calls could be improved."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs."

"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

More Freshdesk cons

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

"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."

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

"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."

"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."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"It is costly."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

25%

Financial Services Firm

Real Estate/Law Firm

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Freshdesk?

Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.

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What needs improvement with Freshdesk?

I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well. There's not a really good one for Jira, which we are also using.

See all answers

What is your primary use case for Freshdesk?

I mainly use Freshdesk as a support system for our customers.

See all answers

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Comparisons

ServiceNow vs Freshdesk

Compared 19% of the time

JIRA Service Management vs Freshdesk

Compared 15% of the time

Maven AGI vs Freshdesk

Compared 10% of the time

Spiceworks vs Freshdesk

Compared 7% of the time

Microsoft Dynamics CRM vs Freshdesk

Compared 7% of the time

More Freshdesk Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 100% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

Freshdesk

April 2025

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Serviceaide ChangeGear product report

Also Known As

No data available

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

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers.

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.

Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.

Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.

Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.

Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.

Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.
Integration: Freshdesk’s open API can be used to integrate the solution with multiple third-party systems.

Comprehensive security: Freshdesk’s security features allow you to:
- Set custom access permissions for agents.
- Perform comprehensive audits of networks and systems.
- Secure your own support domain or vanity URL with custom SSL certificates.
- Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
- Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

Sample Customers

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

April 2025

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