Compare Freshdesk and SysAid 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial 1 Agent Per Year
Freshdesk
Star Rating
(3,715)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansSysAid
Star Rating
(739)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in user experience, with many praising its clean interface and easy navigation. Users find that it significantly reduces stress when managing multiple customer queries, thanks to its effective ticket automation and SLA management features.
- According to verified reviews, SysAid is recognized for its intentional handling of customer requests, with users appreciating its ability to automate ticketing processes. This automation helps streamline workflows and prioritize issues effectively, making it a solid choice for IT service management.
- Users say that Freshdesk's implementation process is notably quick and intuitive, allowing new hires to start handling tickets efficiently without extensive training. This ease of onboarding is a significant advantage for teams looking to minimize downtime during transitions.
- Reviewers mention that while SysAid offers excellent ticketing support, it sometimes lacks the same level of customization options that Freshdesk provides. Users appreciate Freshdesk's flexibility in adapting workflows to meet specific team needs, enhancing overall productivity.
- G2 reviewers highlight that Freshdesk's automation features not only reduce manual work but also centralize communication, which is crucial for maintaining a cohesive support strategy. This is particularly beneficial for small businesses that need to maximize efficiency with limited resources.
- According to recent feedback, SysAid's customer support is highly rated, with users noting the responsiveness of their service representatives and the inclusion of AI tools for enhanced functionality. However, some users feel that Freshdesk's overall support quality is slightly less robust, indicating a potential area for improvement.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
SysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
Freshdesk
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.9
594
Ease of Use
8.9
3,279
9.0
597
Ease of Setup
8.6
2,336
8.5
524
Ease of Admin
8.7
2,199
8.8
519
Quality of Support
8.7
3,154
9.0
585
Has the product been a good partner in doing business?
8.8
2,122
9.1
511
Product Direction (% positive)
8.8
3,229
9.1
563
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.0
45
8.8
2254
|
Verified
8.7
46
8.5
2179
|
Verified
8.5
46
8.5
2058
|
Verified
8.2
43
8.3
1807
|
Verified
8.3
45
8.5
2089
|
Verified
8.4
45
8.7
2018
|
Verified
8.6
44
8.3
1372
|
Verified
8.2
42
Generative AI
7.3
328
7.7
37
7.4
324
7.6
37
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
8.8
44
8.9
2087
|
Verified
9.0
42
8.4
1313
|
Verified
8.1
42
8.0
1190
|
Verified
6.0
38
7.9
935
|
Verified
5.7
39
Platform
8.1
1156
|
Verified
6.8
46
8.1
1658
|
Verified
8.3
46
8.6
1549
|
Verified
8.9
48
8.3
1149
|
Verified
8.3
46
8.0
1875
|
Verified
8.7
45
8.3
1963
|
Verified
8.7
45
Administration
Not enough data
8.8
232
|
Verified
Not enough data
8.7
265
|
Verified
Not enough data
8.8
271
|
Verified
Service Desk
Not enough data
9.5
291
|
Verified
Not enough data
9.3
280
|
Verified
Not enough data
8.9
256
|
Verified
Management
Not enough data
8.7
252
|
Verified
Not enough data
9.0
255
|
Verified
Not enough data
8.7
236
|
Verified
Not enough data
8.6
238
|
Verified
Not enough data
8.3
180
|
Verified
Functionality
Not enough data
9.4
267
|
Verified
Not enough data
8.8
222
|
Verified
Not enough data
8.9
229
|
Verified
Not enough data
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
7.5
6
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
8.3
46
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
912
Not enough data
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Not enough data
8.5
238
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Incident Management
Not enough data
9.0
406
Not enough data
8.9
418
Not enough data
9.1
426
Not enough data
8.4
388
Not enough data
8.5
375
Reporting
Not enough data
8.6
415
Not enough data
8.4
388
Not enough data
8.3
325
Access & Usability
Not enough data
7.4
295
Not enough data
8.8
392
Not enough data
9.0
385
Not enough data
8.6
313
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and SysAid are categorized as Help Desk
Unique Categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Information Technology and Services
14.4%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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