Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support.
Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 2 agents
SysAid
Score 9.1 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.
N/A
Pricing
Freshdesk
SysAid
Editions & Modules
Free
$0
Up to 2 agents
Growth
$15
per month (billed annually) per agent
Pro
$49
per month (billed annually) per agent
Enterprise
$79
per month (billed annually) per agent
No answers on this topic
Offerings
Pricing Offerings
Freshdesk
SysAid
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Required
Additional Details
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SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
Freshdesk
SysAid
Considered Both Products
Freshdesk
Verified User
Anonymous
Chose Freshdesk
We wanted to move our entire support on a single channel and manage all the support via a single channel so this is where omni channel helped us.
Additionally, knowledge bases and the AI agents are also on the same platforms, so these things help us to improve the quality of …
I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be …
We felt that Freshdesk offered better value in terms of pricing and offered a matching feature set. It was also highly recommended by a member of a team that had used Freshdesk in their previous organisation. Lastly the fact that it could integrate into Hubspot (that we use as …
We use all Freshdesk, Freshchat, and other Freshworks tools—they’re all great. Freshchat is awesome for real-time support, while Freshdesk handles tickets, automation, and multi-channel queries really well. Using them together gives us a complete, seamless customer service …
Freshdesk was the easiest to set up and was the most straightforward product of all the products we evaluated. It had a better user interface for agents, and provided a great solution to meet our needs at a lower cost than the other products that we evaluated. Freshdesk offers …
Ultimately we ended up switching from Freshdesk to Zendesk, and then from zendesk to devrev. We're still trying to find the right fit for us - Freshdesk covers the same options as Zendesk, if you use the whole suite it's probably a good option.
Freshworks desk is very easy to use and understand. The biggest strengths if Freshdesk as it's usability, Affordability and the vast number of features it provides for its clients.
Freshdesk lacks some of the functionality of costlier IT tool suites but makes up for it in value. Yes, that means you may have to use two tools to do the job of one complete suite, but for the price and the functionality, Freshdesk does what it does at the best value point.
Freshdesk has the edge, because of the easy user interface, data download, implementation options, One access for chats, calls, WhatsApp Business and emails. Segregation of tickets as per the respective department. Dashboard availability for each department, checking the …
As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises …
Superior in every aspect—it is that simple! It offers a more flexible product, smoother UI, and, importantly, a more patient and supportive account team.
Compared to Crisp, Freshdesk offers much more organization and is just much more helpful when it comes to having more than one region/team. Not that Crisp is bad, but with Freshdesk, internal communication and collaboration are much easier, which was quite important for our …
Freshdesk has a more modern and intuitive user interface, while Help Scout's interface is simpler and more minimalist.In case of features, Freshdesk offers a wider range of features, includes omnichannel support, AI powered automations, and advanced analytics. Help Scout is …
Data Analyst, Regulatory Affairs and Quality Assurance
Chose Freshdesk
My company originally selected Freshdesk due to price, but as we grew, we found it lacking compared to its more expensive counterparts. I briefly compared Zendesk to resolve our main issues with Freshdesk, but I'd spent so much time and effort customizing Freshdesk that we …
Good platform for organizing the tickets from different sources and making sure no single communication is missed in the cracks. Automations bring productivity. Customization is not easy unless you learn the SDKs/ APIs. but has a great deal to offer. Integrations with other …
We tried Freshchat, but since our app did not have advanced technology, we were not able to use it. However, the Freshdesk team supported us in exploring this option.
I find SysAid system much better than the Spiceworks cloud version in that you can actually customize it to your company needs. Spiceworks is a great free system, but limited by lack of customizations
The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.
SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers …
There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
ServiceNow is a very clean-looking portal and one of the primary IT asset management softwares. SysAid was originally onboarded by another project manager, but the selection came from a much lower cost than other ITSM software. In the future, interface/GUI will be a large part …
SysAid is a decent ITSM based product for the money if you want an application that for the most part can be setup and administered without a dedicated resource assigned to SysAid maintenance.
In my experience, it does not have the full functionality of either Cherwell or …
ServiceNow is lightyears ahead of SysAid. They efficiently use workflows to get everything set up in the system. One prime example is the onboarding and offboarding of employees. You can set up individual approval tasks to add/remove employees from systems. These tasks will …
SysAid offers both cloud and on-premise delivery models, plus different ITSM capabilities and pricing levels from a basic ticketing system, through the help desk, to IT service management software.
The Spiceworks cloud helpdesk is a good, free alternative to paid helpdesk options. However, because it's free it's limited in functionality. We chose SysAid as it has all the features we desired such as strong change control, and more extras such as the remote support function …
Jira work management needs a difficult customization part. Jira is also a large scale tool. This tool is more complex. It requires more business understanding. SysAid is beginners friendly. Hence we have opted for this tool. For tools like Jira we need a scrum master to …
Better support than open source solutions. It provides a better overall design to get an overview of the whole IT system. To configure redmine you need some programming knowledge or search for plugins and solutions on forums. Sydaid has a proper helpdesk which you can contact …
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great …
Freshdesk is really good for start-up companies that want to update their current system or buy a new one. It is the best option possible when it comes to having a structure, following up, and making a better strategy because you can always see what your team is doing, and you have some great reports to help you.
SysAid is Great for IT Support. Tickets can be easily entered using the portal that has a more modern look and feel. We have also used SysAid for our Customer Service Team. Tickets can come in through email or direct access through the cloud. They no longer get lost in the shuffle. Reports can be produced for the managers to better undersand where issues are.
Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
Ease of use and management of tickets by the IT staff.
Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.
SLA Policies where it is not customer / contract driven but agents / groups driven.
Audit Trail is not available in Pro version makes the tool adoption difficult from compliance perspective.
Chat Bot and Fresh Chat Services has greater potential to explode, but the pricing model tagged to chat bot sessions .are illogical as it limits the ability to use the fresh chat feature
Agent Logon Screen use earlier version of Captcha as it is annoying for the agents to login. Very frustrating experience.
My company that used Freshdesk was acquired by another company that uses Salesforce, so our only reason to keep Freshdesk would be records, but migrating the tickets, notes, and company details from Freshdesk to Salesforce was straightforward enough. Had the acquisition not occurred, we would have renewed Freshdesk because the cost of switching would've been too great in terms of price, time, and sunk cost (our Freshdesk customizations would not port over well).
Because through SYSAID is how the operation of all IT is carried out and in this way the performance indicators of the services, systems, operation, trends, workloads, project control and their deviations are known; as well as the requests for changes and requirements that are requested by both users and that is where the system improvement projects are triggered, such as change controls, which by the way are audit topics.
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Support Team's knowledge and understood the company's requirement, and always shared the insight of the usage of the tool to it s full potential, moreover the team checks periodically to check if we using the tool right and if we are facing any kind of challenges. Also they would update us on new features that can make the work easy.
My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
Video tutorials, questions answers round before and after testing and Fresh desk team would always share best practices on the needs. Furthermore would periodically check if we are able to work smoothly. Would send alerts to known any issues, send recommendation on new features. Freshdesk team always available when we need certain advise.
The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.
Most important, Freshdesk is a user- friendly platform which directly supports interfaces and navigates user to start. Helps to provide multiple and complex documentation and troubleshooting. It provides build templates for different workflows and processes also refuces effort and time to implement and perform corporate tasks and complete the execution.
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
I use Freshdesk over other similar products I've tested because the price difference and ease of use for the end user seem to me to be the most suitable for achieving a better return on investment within my company. I also found the various AI-powered automation tools to be more optimal and automated, without having to go through long learning curves.
The value of SysAid just seemed to be much better than Kaseya. The review was relatively short with Kaseya, but I immediately liked what SysAid offered. The overall capability compared to the costs associated with SysAid made it a great choice.
My company had Freshdesk agents from support and success. It's generally difficult to customize permissions for different agent "roles." We were a fully distributed company, so "multiple sites" doesn't apply to us. We found Freshdesk features lacking as we grew our customer base, and adding agents wasn't easy because price steeply increases with number of agents.
Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
