We performed a comparison between Freshservice and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"What I have seen in Freshservice is there's no room for customization. Which works as an advantage in some cases and it works as a disadvantage in others. If you are someone that starts managing your IT services, it is a great solution, because there's no way to go out away from the direction of the system. You have to follow the process as it was intended for the designers of a solution because there's no room for customization or configuration."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Ability to scan barcodes and a great search feature."
"Freshservice's best feature is its user-friendliness."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"The solution’s timely automated triggers increase our IT team’s productivity."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"Freshservice could improve the integration with Microsoft Outlook."
"We'd like better integration with other products."
"The round robin ticketing feature that they have is not ideal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"A chat bot needs to be added to the portal."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Freshservice is rated 8.0, while Serviceaide ChangeGear is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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