Freshservice vs Serviceaide ChangeGear comparison

Freshworks and Serviceaide are both solutions in the IT Service Management (ITSM) category. Freshworks is ranked #8 with an average rating of 8.2, while Serviceaide is ranked #28. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

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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: August 2026).

Buyer's Guide

Freshservice vs. Serviceaide ChangeGear

August 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 best feature is the drag-and-drop command. Users with less coding knowledge can also automate their end-to-end processes very easily."

"It is very easy to use, very easy to learn. That is the main advantage of this tool. You don't need to have very specialized skills to learn it."

"Sometimes the customer will not provide any data. Using Automation Anywhere, we can easily automate to capture the customer data. Then, we can use that customer data inside the Cisco Unified Wire Voice Portal."

"An easy to deploy and learn automation tool that can save resources, effort and money."

"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."

"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."

"The character extraction capability of IQ Bot is much, much better than the other OCR (Optical Character Recognition) engines that you have in the market today."

"It is easy to automate SAP by using Cloning and Metabot."

More Automation Anywhere pros

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

"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."

"We found the initial setup to be very simple."

"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."

"Freshservice is very user-friendly and easy to customize."

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

"We like the mail tickets on offer; it is something we love, and there are workflows that are working quite well, with multiple queues and resolution groups, and the solution has been stable."

"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, and in one week, you can add change management, which is incredible."

More Freshservice pros

"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."

"CA Technologies support is excellent."

"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."

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

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

"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."

"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

"It is a bit wonky with HTML when I'm working with it. There are times when it's not able to detect the technology that we are using. I don't know whether it's an Automation Anywhere issue or an internal issue. I want it to work smoothly with more technologies."

"I would like to see integration better integration with Excel and SAP."

"With our current version, we are experiencing issues with the access of the Control Room. Therefore, at the moment, we cannot really scale."

"The technical support is critical for this product, but we have found them a challenge to work with."

"Improvement areas will be there for everybody. I think one area which I would like to see improvement is in IQ Bot. Maybe it has improved a lot in version 11 X but I think that that's one area which definitely scope to improve."

"When comparing the code under version checks, although there is a change done, it doesn't say so because the change is done at the variable level and not in the line of code."

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."

"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."

More Automation Anywhere cons

"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

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

"Sometimes, the billing process is an absolute nightmare."

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."

"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

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

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."

More Freshservice cons

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

"Flexibility to customize."

"We had a lot of issues with non-Windows servers during implementation."

"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."

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

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

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

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"Currently, it stands as one of the more expensive RPA tools available."

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly. If they can make it a little more cost-effective or bundle packages a little bit more, that would be beneficial."

"This is a value for the money product."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"The cost for scalability is much cheaper than developing a new system."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

More Automation Anywhere pricing and cost advice

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The solution has an annual licensing model."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"The solution may be around 20,000 euros a year."

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

"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

More Freshservice pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

10%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

Construction Company

21%

Outsourcing Company

10%

Comms Service Provider

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

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.

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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

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Buyer's Guide

IT Service Management (ITSM)

August 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

August 2026

Free Report: Freshservice vs. Serviceaide ChangeGear

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

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