| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 Freshservice | Score8.8 out of 10 | N/A | Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide. | $29 per month per agent |
 SysAid | Score9.1 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 |
| Freshservice | SysAid | |||||||||||||||
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| Editions & Modules |
| No answers on this topic | ||||||||||||||
| Offerings |
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| Entry-level Setup Fee | No setup fee | Required | ||||||||||||||
| Additional Details | Discount available for annual billing. | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | ||||||||||||||
| More Pricing Information | ||||||||||||||||
| Freshservice | SysAid | |
|---|---|---|
| Considered Both Products | Chose Freshservice Freshservice offers way more tools, much better support and has a very clean and more modern interface compared to SysAid Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Freshservice Freshservice provides a more modern user interface than either of the two former products we used. It provides a broader range of tools and features than Jitbit. It is much easier to use than SysAid. The user interface for our end-users is crisp, clean, informative, and easy … Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose SysAid Other software were either more expensive or were lacking some features. We looked at Freshservice a year ago but the gain was not enough to cover the more expensive product and the cost of changing the ITSM. Zendesk is well known, but lacks some features like an asset manager. … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
| Key User Insights | ||
| Would buy again | ||
No answers on this topic | No answers on this topic | |
| Delivers good value for the price | ||
No answers on this topic | No answers on this topic | |
| Happy with the feature set | ||
No answers on this topic | No answers on this topic | |
| Lived up to sales and marketing promises | ||
No answers on this topic | No answers on this topic | |
| Implementation went as expected | ||
No answers on this topic | No answers on this topic | |
| Freshservice | SysAid | |||||||||||||||||||||||||
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| Incident and problem management |
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| ITSM asset management |
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| Change management |
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| Freshservice | SysAid | |
|---|---|---|
| Likelihood to Recommend | 8.5 | 9.3 |
| Likelihood to Renew | 8.7 | 8.9 |
| Usability | 9.5 | 8.0 |
| Availability | 9.0 | 9.1 |
| Performance | 7.8 | 9.1 |
| Support Rating | 8.3 | 7.5 |
| In-Person Training | 7.3 | 9.1 |
| Online Training | 7.2 | 9.1 |
| Implementation Rating | 9.1 | 8.5 |
| Configurability | 7.9 | 9.1 |
| Contract Terms and Pricing Model | 7.8 | 9.1 |
| Ease of integration | 6.4 | 9.1 |
| Product Scalability | 8.1 | 9.1 |
| Professional Services | 8.6 | 9.1 |
| Vendor post-sale | 8.3 | 9.1 |
| Vendor pre-sale | 7.0 | 9.1 |
