Freshservice vs. SysAid

Freshservice is a great all round product with many features. Asset management, Reporting, ticketing, automatization. It was much easier for us using the Freshservice app to scan barcodes for our new devices to get them in the asset management tool, automating certain tasks such as service requests for new devices automatically making a ticket and assigning assets to certain people and getting reports from this afterwards. For a medium to large size company this is great value. For a smaller business there are smaller bundles they provide which are much more affordable in case you do not need all of the features they provide. In summary, lots of features for a snappy, responsive piece of software.

Incentivized

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.

Incentivized

• Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
• Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
• Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.

Incentivized

• 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.

Incentivized

• Workflow management is hard to troubleshoot
• Some default fields can't be changed
• FAQ has no history
• Work flow management can't be managed via API or a command line
• Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
• Automatic backup of assets and FAQ is not possible

Incentivized

• [I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
• [The] dashboard could have more options when creating a new graphic.
• [The] end user portal [could offer] the ability to customize more info, like font and adding more images.

We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.

Incentivized

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.

Incentivized

Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.

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.

Downtime is minimal (it does happen but not often)

Incentivized

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.

Incentivized

Most reports are quick, however, it can take some time for emailed exports to come via email. It would be helpful to have the exports live in the system rather than having to wait on emails.

Incentivized

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.

Incentivized

Support from OEM is decent but needs improvement. Sometimes OEM also needs to understand the criticality of the customer and help as an Ad-hoc, which is somewhat lacking at Feshservice. Although the normal support team is well-equipped and helps according to the matrix, if something critical for the partner or customer requires immediate attention, it still goes through the L1-L2-L3 levels, which wastes a lot of time.

Incentivized

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.

Incentivized

Training was enough to use the base website

Incentivized

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.

Incentivized

Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

Incentivized

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.

Incentivized

Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.

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

Incentivized

Freshservice is ahead in some areas, behind in others. For example, workspaces have been part of other products for many years. Freshworks just introduced it in 2023. Integration with productivity tools is better than past products we have used. Apps continue to be added as well. We selected Freshservice as it was the best mix of functionality and cost. We don't need solutions as robust as ServiceNow, for example, but found that Freshservice had some comparable advanced features.

Incentivized

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.

Incentivized

The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.

Incentivized

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

• Alleviate our support team by providing knowledge directly to the end users.
• Better response times from our IT support team, thanks to automation and dashboard use.
• Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

Incentivized

• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

Incentivized