Freshservice vs SysAid comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Freshservice and SysAid based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Freshservice vs. SysAid Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"You can just register and within five to minute minutes, you are ready to go.""The solution’s timely automated triggers increase our IT team’s productivity.""Freshservice's best feature is its user-friendliness.""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.""We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property.""The solution is very responsive with a 97% success rate in funneling customer tickets.""Depending on the size of your organization, is pretty standard and useful."

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"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.""SysAid is more user-friendly, and its configuration is easier than other tools.""It tracks everything that the technicians are doing. We can account for time and manage resources.""The simplicity of the solution is excellent.""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 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.""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.""I would say the overall flexibility of the product is its most valuable feature."

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Cons
"The analytics could be better.""We'd like better integration with other products.""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.""Not integrated with Google.""There are some limitations in reporting. For example, I would like to have a report of conversations or replies.""We'd like to see a CMDB, a Configuration Management Database, in the future.""The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that.""Freshservice could improve the integration with Microsoft Outlook."

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"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.""Currently, SysAid does not have a mobile application.""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.""So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help.""We would like them to approve the security functionalities, e.g., management security features.""One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.""SysAid has fewer AI features compared to other tools."

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Pricing and Cost Advice
  • "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."
  • "The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
  • "Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."
  • "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 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."
  • "Freshservice price is competitive, it is not more than other solutions on the market."
  • "It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
  • More Freshservice Pricing and Cost Advice →

  • "The pricing of SysAid is less than its competitors."
  • "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."
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • "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."
  • More SysAid Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of… more »
    Top Answer: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 »
    Top Answer:I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery. This will make a significant improvement in their software and these features… more »
    Top Answer:SysAid is more user-friendly, and its configuration is easier than other tools.
    Top Answer: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.
    Top Answer:With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
    Ranking
    5th
    out of 59 in Help Desk Software
    Views
    2,326
    Comparisons
    1,691
    Reviews
    20
    Average Words per Review
    748
    Rating
    8.2
    19th
    out of 59 in Help Desk Software
    Views
    974
    Comparisons
    459
    Reviews
    2
    Average Words per Review
    471
    Rating
    8.5
    Comparisons
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    BMC Helix ITSM logo
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    Also Known As
    Flint
    Learn More
    Overview

    Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

    Freshservice Features

    Freshservice has many valuable key features. Some of the most useful ones include:

    • ITIL-aligned processes
    • Intelligent AI/ML capabilities
    • Advanced CSAT
    • Extensible platform
    • Self-service portal
    • Smart automations
    • Service catalog
    • Effective monitoring and alerting
    • Out-of-box analytics
    • Mobile app
    • Marketplace apps

    Freshservice Benefits

    There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

    • Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.
    • Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.
    • Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.
    • Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.
    • Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.
    • Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

    A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

    PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

    A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

    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
    Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
    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
    Top Industries
    REVIEWERS
    Financial Services Firm18%
    Manufacturing Company18%
    Comms Service Provider18%
    Insurance Company12%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Manufacturing Company6%
    Government6%
    Educational Organization5%
    REVIEWERS
    University29%
    Healthcare Company29%
    Leisure / Travel Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm10%
    Insurance Company8%
    Retailer8%
    Company Size
    REVIEWERS
    Small Business61%
    Midsize Enterprise4%
    Large Enterprise36%
    VISITORS READING REVIEWS
    Small Business21%
    Midsize Enterprise17%
    Large Enterprise62%
    REVIEWERS
    Small Business50%
    Midsize Enterprise10%
    Large Enterprise40%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise14%
    Large Enterprise59%
    Buyer's Guide
    Freshservice vs. SysAid
    March 2024
    Find out what your peers are saying about Freshservice vs. SysAid and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Freshservice is ranked 5th in Help Desk Software with 29 reviews while SysAid is ranked 19th in Help Desk Software with 10 reviews. Freshservice is rated 8.0, while SysAid is rated 8.4. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks, Freshdesk and BMC Helix ITSM. See our Freshservice vs. SysAid report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.