Compare Freshservice and SysAid 
At a Glance
Market Segments
Mid-Market (62.1% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
$19.00
Free Trial 1 Agent Per Year
Freshservice
Star Rating
(1,316)4.6 out of 5
Market Segments
Mid-Market (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansSysAid
Star Rating
(740)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 Freshservice excels in user experience, with an intuitive interface that simplifies customer support management. Users appreciate the modern tools that streamline processes, making it easier to handle tickets efficiently.
- According to verified reviews, SysAid stands out for its robust help desk and ITSM features, particularly in incident and ticket management. Users highlight the straightforward ticket creation process, which helps maintain organized schedules when assisting clients.
- Reviewers mention that Freshservice offers a wide range of features that allow organizations to consolidate multiple applications into a single platform. This versatility is especially beneficial for teams beyond IT, enhancing overall operational efficiency.
- Users say that SysAid provides excellent automation capabilities, including an AI-guided chatbot that enhances user interaction and support. This feature has been praised for improving incident handling and customer service responsiveness.
- G2 reviewers highlight that Freshservice has a slight edge in ease of setup and administration, with users noting a smoother onboarding experience compared to SysAid. This can be crucial for teams looking to implement a new system quickly and effectively.
- According to recent feedback, both products receive high marks for quality of support, but Freshservice's overall higher G2 Score suggests a more favorable perception among users regarding their support experience, which is vital for ongoing operational success.
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
1,173
8.9
595
Ease of Use
9.2
1,176
8.9
598
Ease of Setup
8.8
960
8.5
525
Ease of Admin
9.0
959
8.8
519
Quality of Support
9.0
1,133
9.0
586
Has the product been a good partner in doing business?
9.1
934
9.1
511
Product Direction (% positive)
9.5
1,160
9.1
564
Features by Category
Ticket and Case Management
Not enough data
9.0
45
Not enough data
8.7
46
Not enough data
8.5
46
Not enough data
8.2
43
Not enough data
8.3
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
48
Not enough data
8.3
46
Not enough data
8.7
45
Not enough data
8.7
45
Administration
8.6
321
|
Verified
8.8
232
|
Verified
8.4
345
|
Verified
8.7
265
|
Verified
8.4
374
|
Verified
8.8
271
|
Verified
Service Desk
9.4
403
|
Verified
9.5
291
|
Verified
9.1
376
|
Verified
9.3
280
|
Verified
8.8
369
|
Verified
8.9
256
|
Verified
Management
8.5
313
|
Verified
8.7
252
|
Verified
8.9
318
|
Verified
9.0
255
|
Verified
8.8
282
|
Verified
8.7
236
|
Verified
8.5
286
|
Verified
8.6
238
|
Verified
8.1
229
|
Verified
8.3
180
|
Verified
Functionality
9.4
334
|
Verified
9.4
267
|
Verified
8.7
270
|
Verified
8.8
222
|
Verified
8.7
267
|
Verified
8.9
229
|
Verified
8.8
304
|
Verified
8.5
220
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
7.9
8
Not enough data
6.9
8
Not enough data
7.9
7
7.5
6
7.4
7
8.3
5
7.1
7
8.7
5
8.1
9
Not enough data
8.0
9
Not enough data
Monitoring
8.3
268
|
Verified
Not enough data
8.6
304
|
Verified
Not enough data
8.8
321
|
Verified
Not enough data
6.1
26
Not enough data
Management Tools
9.0
342
|
Verified
Not enough data
8.9
332
Not enough data
8.5
296
|
Verified
Not enough data
Generative AI
7.8
137
Not enough data
7.8
136
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
Asset Inventory
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
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - IT Asset 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
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
Generative AI
7.2
76
Not enough data
Self-Service Experience
8.4
138
Not enough data
8.7
133
Not enough data
7.1
113
Not enough data
7.6
115
Not enough data
8.2
134
Not enough data
Self-Service Platform
8.5
135
Not enough data
8.7
139
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
737
9.0
406
8.9
740
8.9
418
9.0
794
9.1
426
8.6
730
8.4
388
8.6
694
8.5
375
Reporting
8.6
775
8.6
415
8.2
638
8.4
388
8.2
617
8.3
325
Access & Usability
8.4
703
7.4
295
8.9
726
8.8
392
8.5
551
9.0
385
8.7
563
8.6
313
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 Asset Management, IT Alerting, Incident Management, Enterprise IT Management, Customer Self-Service, and Configuration Management
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
3.5%
Other
63.2%
Information Technology and Services
14.3%
Hospital & Health Care
7.2%
Financial Services
4.5%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
PB
So far, great. I've only worked with them twice, but both times the answer came back within 24 hours.Read more
What is Freshservice used for?
3 Comments
AN
We use it as a ticketing tool that helps us manage requests and assign them to specified employees for resolution. It also helps us track our service...Read more
Whats the best way to populate our inventory?
3 Comments
DO
Hello, honestly that was the only thing I had issue with Fresh Service, there are different ways to do inventory on it, but none are perfect.
Option 1 using...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
What is SysAid used for?
1 Comment
Official Response from SysAid
SysAid is the next-gen of ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive,...Read more
How do I upgrade my SysAid?
1 Comment
AC
You can follow those steps:
https://documentation.sysaid.com/docs/upgrade-guideRead more
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