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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
$19.00
Free Trial 1 Agent Per Year
Freshservice
Star Rating
(1,306)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSysAid
Star Rating
(731)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
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.
- Users report that SysAid's ticket creation user experience scores an 8.8, while Freshservice slightly outperforms with a score of 9.0, indicating that Freshservice may offer a more intuitive interface for creating tickets.
- Reviewers mention that SysAid's SLA Management feature has a score of 8.2, which is lower than Freshservice's score of 8.9, suggesting that Freshservice provides more robust tools for managing service level agreements effectively.
- G2 users highlight that SysAid's automation capabilities, particularly in ticket routing, score a solid 9.1, matching Freshservice's score, but users on G2 note that Freshservice's overall automation features are more comprehensive and user-friendly.
- Users say that Freshservice excels in its Knowledge Base/Ticket Integration with a score of 8.7 compared to SysAid's 8.4, indicating that Freshservice may offer a more seamless experience for users looking to access knowledge articles directly from tickets.
- Reviewers mention that SysAid's mobile optimization scores a 6.5, which is significantly lower than Freshservice's 8.4, suggesting that Freshservice provides a much better mobile experience for users needing access on the go.
- Users report that SysAid's reporting capabilities, particularly in dashboards, score an 8.6, which is on par with Freshservice, but reviewers mention that Freshservice's reporting tools are more visually appealing and easier to navigate.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
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
Freshservice
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.9
1,167
8.9
587
Ease of Use
9.2
1,169
8.9
590
Ease of Setup
8.8
952
8.5
519
Ease of Admin
9.0
956
8.8
516
Quality of Support
9.0
1,127
9.0
579
Has the product been a good partner in doing business?
9.1
931
9.1
508
Product Direction (% positive)
9.5
1,154
9.1
558
Features by Category
Ticket and Case Management
Not enough data
8.9
43
Not enough data
8.7
45
Not enough data
8.4
45
Not enough data
8.2
43
Not enough data
8.2
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
45
Not enough data
8.2
45
Not enough data
8.7
45
Not enough data
8.7
44
Administration
8.6
320
|
Verified
8.8
232
|
Verified
8.4
345
|
Verified
8.7
263
|
Verified
8.4
373
|
Verified
8.8
270
|
Verified
Service Desk
9.4
402
|
Verified
9.5
287
|
Verified
9.1
377
|
Verified
9.3
279
|
Verified
8.8
369
|
Verified
8.9
255
|
Verified
Management
8.5
312
|
Verified
8.7
251
|
Verified
8.9
319
|
Verified
9.0
254
|
Verified
8.8
283
|
Verified
8.7
236
|
Verified
8.5
285
|
Verified
8.7
236
|
Verified
8.2
230
|
Verified
8.3
180
|
Verified
Functionality
9.4
333
|
Verified
9.4
262
|
Verified
8.7
271
|
Verified
8.8
222
|
Verified
8.7
268
|
Verified
8.9
229
|
Verified
8.8
302
|
Verified
8.5
218
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
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
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
9.0
406
8.9
739
8.9
418
9.0
792
9.1
426
8.6
728
8.4
388
8.6
693
8.5
375
Reporting
8.6
774
8.6
415
8.2
637
8.4
388
8.2
616
8.3
325
Access & Usability
8.4
702
7.4
295
8.9
725
8.8
392
8.5
550
9.0
384
8.7
562
8.6
312
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
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
Freshservice and SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
Freshservice is categorized as IT Alerting, Incident Management, Enterprise IT Management, and Customer Self-Service
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
Freshservice
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
14.2%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.5%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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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