Freshservice vs Serviceaide ChangeGear comparison

Why PeerSpot?

Freshworks and Serviceaide are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #7 with an average rating of 8.3, while Serviceaide is ranked #24. Additionally, 97% 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 Nov 3, 2024

Serviceaide ChangeGear and Freshservice are both IT service management solutions aimed at enhancing IT operations. Freshservice seems to have the upper hand due to its comprehensive features and ease of use which many users consider worth the investment.

Features: Serviceaide ChangeGear includes workflow automation, flexible dashboards, and customizable processes. Freshservice offers an integrated CMDB, multi-channel support, and gamification elements, providing a robust feature set that enhances its appeal.

Room for Improvement: Serviceaide ChangeGear could improve its deployment efficiency and expand its customer support options. Freshservice might benefit from offering more detailed reporting features, enhancing customization capabilities, and refining its pricing model for more budget-conscious users.

Ease of Deployment and Customer Service: Freshservice is recognized for its straightforward cloud-based deployment and reliable customer support, allowing for quick setup. Serviceaide ChangeGear, despite being efficient, is sometimes seen as more cumbersome to deploy, lacking the immediacy of Freshservice.

Pricing and ROI: Serviceaide ChangeGear is often viewed as more budget-friendly, offering significant ROI through cost-effective solutions. Freshservice, with a higher initial cost, justifies this investment with its powerful feature set and efficient maintenance, providing substantial long-term ROI.

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

Buyer's Guide

Freshservice 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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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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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

"The ease of use is its key novel feature, as I have actually trained people in finance who have not written a piece of code in their lives and they are able to pick it up."

"I find the terminal emulator feature very valuable, particularly in how it interacts with IBM mainframe automation."

"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."

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

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights."

"Automation Anywhere has helped in automating business processes for simple to complex business cases and also helped in understanding, learning, and discovering new automation ideas."

"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."

"The OCR application is excellent and has helped resolve many issues that I had been facing."

More Automation Anywhere pros

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"Due to our previous system being so poor, our ROI was effectively immediate as staff could easily log tickets via email, web, or over phone."

"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."

"Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks."

"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."

"The solution facilitates a transition from an organizational structure that is function-based to a process-oriented approach."

"It's very handy and very easy to use."

"What it's allowed us to do is bring everyone in our department into the journey of customer experience and customer service."

More Freshservice pros

"This is really easy solution to scale up and get get going to add new catalog items."

"CA Technologies support is excellent."

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

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

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

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

"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."

"The ability to add Additional Information Screens on the fly."

More Serviceaide ChangeGear pros

Cons

"Currently, while working on the SAP part, I encounter some challenges, particularly not being able to extract the tree structure."

"The OCR can be a little better because sometimes while scrapping, it leads to data loss."

"We would like to see more capability for integration and more customization available with some features."

"We would like to be able to directly implement automation for Word documents and XML."

"We did face some issues last year when there was an upgrade in Automation Anywhere control room, and at that time our web application automations were failing."

"They are working on scalability, but I'm expecting them maybe a faster pace for the thing already in place. They need to improve the extraction and accuracy. It's a sort of a journey that we started with a few fears that may end up with a 100 or 200 fears. These are our expectations from IQ Bot. We are quite hopeful that a future release will solve this problem."

"We looked at the Bot Store initially and didn't find much."

"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."

More Automation Anywhere cons

"They're not very good at technical support."

"I am not too happy with the page layout or screen layout since it always looks messy."

"The only thing I would have against it right now is that the workflow automation is not as granular as we would like it to be, at least for the size of our organization."

"The analytics could be better. We would like better visualization of items and KPIs, et cetera."

"You can't implement a complicated delivery workflow."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."

"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."

More Freshservice cons

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

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"Flexibility to customize."

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

"Their service management application needs a lot of work."

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

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"We have seen ROI in terms of cost and time with a couple of our projects."

"This is a value for the money product."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"Overall, the pricing of Automation Anywhere is good."

"We save approximately 10,000 hours per year."

More Automation Anywhere pricing and cost advice

"Compared to other tools, Freshservice is affordable."

"The solution has an annual licensing model."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."

"The pricing is reasonable."

"The price of Freshservice could improve, it is expensive."

"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."

More Freshservice 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%

Manufacturing Company

11%

Construction Company

10%

Outsourcing Company

10%

University

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	24
Midsize Enterprise	5
Large Enterprise	16

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 is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

September 2026

Download Freshservice 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)

Flint

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

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

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

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Oakwood Systems Group

Buyer's Guide

Freshservice vs. Serviceaide ChangeGear

September 2026

Free Report: Freshservice vs. Serviceaide ChangeGear

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