Freshdesk vs SysAid comparison

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Freshdesk

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and SysAid compete in the customer support software category. Freshdesk edges out with its powerful ticket automation and user-friendly design, while SysAid excels in comprehensive asset management and flexible IT service orchestration.

Features: Freshdesk is known for its powerful ticket automation, easy integration capabilities, and customizable solutions. Its user-friendly interface and accessibility from any location are major plus points. SysAid offers excellent asset management and service orchestration, providing a wide-ranging support model. Its flexibility and ease of use, along with strong integration capabilities, make it a solid choice for IT environments.

Room for Improvement: Freshdesk could improve its integration capabilities, reporting features, and automation. There's also a call for more intuitive customization and better translation services in chat. SysAid users want better mobile applications, a more advanced knowledge base, and improved automation. They also seek more flexible reporting tools and integration of modern technologies like AI and machine learning.

Ease of Deployment and Customer Service: Freshdesk's cloud-based model supports broad platform accessibility and is praised for responsive customer service, though some users want faster problem resolution. SysAid provides strong deployment options, especially for on-premises settings, but some complexity in setup may require improved training and support resources.

Pricing and ROI: Freshdesk is seen as cost-effective, with competitive licensing fees and a good ROI compared to ServiceNow and Zendesk. It's valued for streamlining operations. SysAid is viewed as a more affordable option than competitors, offering good value through its initial administrator licenses and essential out-of-the-box features, attractive to budget-minded users.

To learn more, read our detailed Freshdesk vs. SysAid Report (Updated: July 2025).

Freshdesk vs. SysAid

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Helped 865,295 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

7.0

Number of Reviews

Ranking in other categories

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

SysAid

Ranking in Help Desk Software

21st

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (20th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.2%, down from 4.6% compared to the previous year. The mindshare of SysAid is 1.0%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Bharanidharan K

NOC SOC ANALYST at SAVIC Inc.

User-friendly interface but needs enhancement in ticket tracking and response times

There is no room for improvement in Freshdesk. We can set a time period for particular employees as something that could be better. For example, if some new employees are unfamiliar with Freshdesk, it should be more user-friendly. They need to give shortcut keys to use the ticketing portal. If some users don't know how to generate a ticket, providing them with a help desk or tutorial portal would be useful for the end-user.

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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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

"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."

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

"Omnichannel is one of the most valuable features of the solution."

"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."

"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."

"It is quite easy to program custom apps and integrate them."

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

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

More Freshdesk pros

"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"The simplicity of the solution is excellent."

More SysAid pros

Cons

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

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

"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."

"More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks."

"Asset management and branding are two areas in the solution that have scope for improvement."

"I would like on-the-go translation,"

"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."

"It should enhance its service and its reporting capabilities."

More Freshdesk cons

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"SysAid has fewer AI features compared to other tools."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"There is a learning curve for the users."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"Currently, SysAid does not have a mobile application."

"We would like them to approve the security functionalities, e.g., management security features."

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

More SysAid cons

Pricing and Cost Advice

"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 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 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."

"It is costly."

"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."

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

More Freshdesk pricing and cost advice

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"We saw our investment back at the end of year one."

"SysAid is a good solution, especially from a pricing perspective."

"The pricing of SysAid is less than its competitors."

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Top Industries

By visitors reading reviews

Computer Software Company

23%

Manufacturing Company

Educational Organization

Financial Services Firm

Computer Software Company

13%

Financial Services Firm

Performing Arts

Comms Service Provider

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.

What needs improvement with Freshdesk?

More automation would be beneficial, as it could greatly improve our efficiency and reduce manual tasks.

What is your primary use case for Freshdesk?

My primary use cases with Freshdesk involve help desk software as well as additional functionalities tailored to our operations. For the industry that I'm working in, Freshdesk is used primarily fo...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

What advice do you have for others considering SysAid?

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their su...

JIRA Service Management vs Freshdesk

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Salesforce vs Freshdesk

Compared 6% of the time

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Compared 34% of the time

HaloITSM vs SysAid

Compared 24% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 20% of the time

Teamwork vs SysAid

Compared 12% of the time

JIRA Service Management vs SysAid

Compared 10% of the time

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Product Reports

Freshdesk

Download Freshdesk product report

Download SysAid product report

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

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

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

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Freshdesk vs. SysAid