Freshdesk

Freshdesk

Freshworks
4.6 out of 5 stars
SysAid

SysAid

SysAid Technologies
4.7 out of 5 stars
Freshdesk SysAid

Related Products

  • Zendesk
    4.3 out of 5 stars 8,616 Ratings
    Visit Website for Zendesk
  • Freshservice
    4.6 out of 5 stars 2,199 Ratings
    Visit Website for Freshservice
  • ClickUp
    4.6 out of 5 stars 19,572 Ratings
    Visit Website for ClickUp
  • Forethought
    4.3 out of 5 stars 166 Ratings
    Visit Website for Forethought
  • SuperOps
    4.5 out of 5 stars 297 Ratings
    Visit Website for SuperOps
  • Dialpad Support
    4.4 out of 5 stars 1,629 Ratings
    Visit Website for Dialpad Support
  • ServoDesk
    4.9 out of 5 stars 25 Ratings
    Visit Website for ServoDesk
  • Project Insight
    4.5 out of 5 stars 122 Ratings
    Visit Website for Project Insight
  • NinjaOne
    4.7 out of 5 stars 6,907 Ratings
    Visit Website for NinjaOne
  • SearchUnify
    4.5 out of 5 stars 150 Ratings
    Visit Website for SearchUnify
Freshdesk:

About

Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into one place in the Freshdesk Command Center so agents are ready to resolve complaints. With Freddy, People-first AI, customer service teams can take AI agents live in minutes to fully resolve complex and simple queries, get response and resolution assistance from AI copilot, and stay ahead with AI insights. Freshdesk also comes packed with advanced workflows, automations, and self service so you can easily set up and scale customer service on any channel–whether you’re a support team of 10 or 500. Freshdesk is quick to set up, easy to use, and designed for rapid impact—it delivers 225% ROI, 95% omnichannel first contact resolution rate, and up to 80% resolutions with AI agents.
SysAid:

About

Most AI tools tell IT what to do. SysAid's AI does it. SysAid pairs world-class ITSM with agentic AI built to act from day one, resolving incidents, fulfilling requests, triggering workflows, and deploying changes without anyone touching them. It's not a chatbot. It's the only platform built to run agentic AI on ITSM guardrails your team sets, with every action logged and every rule visible. No black box, no code required, no developers needed. Incident management, request fulfillment, change management, problem management, CMDB, SLAs, and knowledge management all run in one platform, live in weeks, not months. Your team stops drowning in repeat requests and starts driving the projects that actually move the business forward. End users get instant answers in natural language, without waiting on a ticket. And when results happen, you have the visibility to prove it to leadership.
Freshdesk:

Platforms Supported

Windows Not Supported
Mac Not Supported
Linux Not Supported
Cloud Supported
On-Premises Not Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported
SysAid:

Platforms Supported

Windows Supported
Mac Supported
Linux Supported
Cloud Supported
On-Premises Supported
iPhone Not Supported
iPad Not Supported
Android Not Supported
Chromebook Not Supported
Freshdesk:

Audience

Industries: Professional services providers, Real estate, Healthcare, Insurance
SysAid:

Audience

SysAid targets a wide spectrum of organizations, including large enterprises, small and medium businesses, public sector entities, healthcare and educational institutions, as well as financial services. Its IT service management solutions cater to diverse industries, offering scalable and adaptable tools for managing complex IT infrastructures, optimizing workflows, ensuring compliance, and enhancing operational efficiency. SysAid's platform is designed to streamline IT processes, automate service workflows, and deliver tailored solutions that meet the unique needs of organizations across various sectors.
Freshdesk:

Support

Phone Support Not Supported
24/7 Live Support Supported
Online Supported
SysAid:

Support

Phone Support Not Supported
24/7 Live Support Supported
Online Supported
Freshdesk:

API

Offers API Not Supported
SysAid:

API

Offers API Supported
Freshdesk:

Screenshots and Videos

SysAid:

Screenshots and Videos

Freshdesk:

Pricing

$29/month/user
Free - $0
Freshdesk Omni (Growth) - $29/month
Freshdesk Omni (Pro) - Recommended - $79/month
Freshdesk Omni (Enterprise) - $119/month

Freshdesk Email and Ticketing (Growth) - $19/month
Freshdesk Email and Ticketing (Pro) - $55/month
Freshdesk Email and Ticketing (Enterprise) - $89/month
Free Version Not Supported
Free Trial Supported
SysAid:

Pricing

We know you have your own needs. That's why you deserve something custom-made. SysAid provides a tailor-made price quote based on your specific and unique needs.
Free Version Not Supported
Free Trial Supported
Freshdesk:

Reviews/Ratings

Overall 4.6 / 5
ease 4.7 / 5
features 4.4 / 5
design 4.8 / 5
support 4.6 / 5
SysAid:

Reviews/Ratings

Overall 4.7 / 5
ease 4.7 / 5
features 4.7 / 5
design 4.4 / 5
support 4.8 / 5
Freshdesk:

Pros & Cons from Real Users

Pros

  • Easy to use & very helpful for productivity. I like it because it saves time and works smoothly even on basic tasks.
  • Efficient with ticketing issuance to streamline the service delivery. The templates are a great with ease of customization. Simple, robust and intuitive.
  • Good looking, smooth working and highly adaptable. Works like a charm! The app is responsive on the desktop and mobile app.
  • It is good in terms of resolving queries for service provider companies of mid level. Assign your queries, reply and resolve.
  • One feature that I really liked about Freshdesk Chat is that the platform has an automated system for the management and creation of new support tickets, since every time a customer accesses this live chat and there is no agent available to assist them , the customer can always fill out a form to create a new ticket along with their contact information, Freshdesk automatically generates a new ticket number with all the customer information and stores it in the cloud. Freshdesk also allows you to add roles, manage tickets for each agent and thus reduce the time it takes to answer these tickets, in addition, it allows you to add automated responses and add automated emails depending on the requirement. New ticket escalations can also be created, to add investigations to specific tickets.

Cons

  • Some features can be improved, especially for users who need more advanced options.
  • Excellent templates with customization to suite users needs.
  • Until now, nothing. Ok, the price is a bit high bit worth it Maybe an integration of the articles in WordPress blog.
  • There are a few automation with cannot be done in Freshdesk and it doesn't seem quite optimised.
  • Integrating this platform for the first time within a website is quite a complicated process, you have to set up automated responses, set up chat integration on the home page and on other web pages, and many other settings that make the process to implement this software is complex. Another negative aspect is that Freshdesk Chat does not allow you to send such large files through live chat, there is a limit on the number of files that customers can send through this chat and also administrators, also you cannot send images in such a resolution high, which somewhat limits the sharing of information through this chat.
SysAid:

Pros & Cons from Real Users

Pros

  • Very customizable if you opt for the On-Prem solution, wether that be patch management support or even support for GCCH versions of Exchange.
  • 1. Simplicity and minimalistic design of the SSP is really good for my users who are not technically inclined 2. The ability to segregate Catalog Items through groups is impressive. in most organizations not all users need to see all of the Categories (Onboarding and Offboarding) and there are tasks that certain depts do not need to see and normally these extra categories would clog their experience but with Group permissions that is a thing of the past. 3. AI tools and AI agents are extremely helpful; they can do anything from creating a user on AD to connecting with a myriad of other applications through integrations
  • Ticketing, Service Desk Automation, mobile solution, integration some platform, Power BI, API, Survey and Advanced Reporting.
  • Comprehensive Features, User-Friendly Interface, Automation Capabilities and Integration: SysAid integrates with many other tools.
  • Easily trainable to new staff. Integration with Teams, Office 365 is seamless. New AI Chatbot is very useful.

Cons

  • Patch Management is not as robust as we would like
  • 1. Lack of native Scheduled Ticket creation. 2. Some small QOL improvements like color coding tickets based on Status or SLA breach (I have submitted a Change Request for this) 3. The AI sometimes gives you responses that are not available on the application (probably remnants from older versions or the Hosted version)
  • Cost for small business, more option for survey. For example if we want to survey only for some group or do survey for 1 month.
  • Learning Curve: While generally user-friendly, there can still be a learning curve for some users, especially when setting up and configuring advanced features and Integration Challenges
  • 1 con i would think of is adding new field items in SysAid. It takes 24 hours for it to come into live environment. Database refresh could be faster, but can't complain.
Freshdesk:

Training

Documentation Supported
Webinars Not Supported
Live Online Supported
In Person Not Supported
SysAid:

Training

Documentation Supported
Webinars Supported
Live Online Supported
In Person Supported
Freshdesk:

Company Information

Freshworks
Founded: 2010
United States
www.freshworks.com/freshdesk/
SysAid:

Company Information

SysAid Technologies
Founded: 2002
Israel, Canada, Romania, United Kingdom
www.sysaid.com
Freshdesk:

Alternatives

Freshservice

Freshservice

Freshworks
4.6 out of 5 stars
SysAid:

Alternatives

Serviceaide

Serviceaide

4.2 out of 5 stars
Freshdesk:
ServoDesk

ServoDesk

Simplisys Ltd
4.9 out of 5 stars
SysAid:
ServoDesk

ServoDesk

Simplisys Ltd
4.9 out of 5 stars
Freshdesk:
Zendesk

Zendesk

4.3 out of 5 stars
SysAid:
Vivantio

Vivantio

4.9 out of 5 stars
Freshdesk:
Zoho Desk

Zoho Desk

Zoho
4.9 out of 5 stars
SysAid:
Atera

Atera

4.8 out of 5 stars
Freshdesk:
Wix Answers

Wix Answers

WixAnswers.com
5.0 out of 5 stars
SysAid:
Freshdesk:

Categories

SysAid:

Categories

AI IT Agents Supported
AI Tools Supported
Chatbot Supported
Customer Service Supported
Help Desk Supported
Issue Tracking Supported
IT Automation Supported
IT Management Supported
IT Service Supported
ITSM Supported
Network Monitoring Supported
Patch Management Supported
Service Desk Supported
Freshdesk:

Customer Service Features

Alerts / Escalation Supported
Appointment Management Supported
Call Center Management Not Supported
Email Management Not Supported
Knowledge Base Supported
Live Chat Supported
Performance Metrics Supported
Queue Management Not Supported
Self Service Portal Supported
Social Media Integration Not Supported
Surveys & Feedback Supported
Virtual Assistant Not Supported
Workflow Management Supported

Help Desk Features

Alerts / Escalation Supported
Automated Routing Supported
Community Forums Supported
Customizable Branding Supported
Document Storage Supported
Email Integration Supported
Incident Management Supported
Interaction Tracking Supported
IT Asset Management Supported
Knowledge Base Supported
Known Issue Management Supported
Live Chat Supported
Multi-Channel Communication Supported
Multiple Brands / Products Supported
Network Monitoring Supported
Real-time Chat Supported
Self Service Portal Supported
Service Level Agreement (SLA) Management Supported
Ticket Management Supported

Issue Tracking Features

Assignment Management Supported
Dashboard Supported
Escalation Management Supported
Issue Auditing Supported
Issue Scheduling Supported
Knowledge Base Supported
Project Management Supported
Recurring Issues Not Supported
Scheduling Not Supported
Task Management Supported

Call Center Features

Blended Call Center Not Supported
Call Logging Supported
Call Recording Not Supported
Call Scripting Not Supported
Campaign Management Supported
Database Supported
Escalation Management Supported
Inbound Call Center Not Supported
IVR / Voice Recognition Not Supported
Manual Dialer Not Supported
Outbound Call Center Not Supported
Predictive Dialer Not Supported
Progressive Dialer Not Supported
Queue Management Not Supported
Real-time Chat Not Supported
Reporting/Analytics Not Supported

Complaint Management Features

Case Management Not Supported
Complaint Classification Supported
Corrective Actions (CAPA) Not Supported
Customer Complaint Tracking Supported
Feedback Management Not Supported
Forms Management Not Supported
Issue Tracking Supported
Quality Assurance Management Not Supported
Routing Supported
Self Service Portal Not Supported
Social Media Monitoring Not Supported
Survey Management Not Supported

Customer Experience Features

Action Management Not Supported
Analytics Not Supported
Customer Segmentation Supported
Dashboard Supported
Feedback Management Supported
Knowledge Management Supported
Multi-Channel Collection Supported
Sentiment Analysis Not Supported
Survey Management Not Supported
Text Analysis Not Supported
Trend Analysis Not Supported

IT Project Management Features

Bug Tracking Not Supported
Issue Management Supported
Milestone Tracking Not Supported
Percent-Complete Tracking Not Supported
Portfolio Management Not Supported
Prioritization Not Supported
Product Roadmapping Not Supported
Requirements Management Not Supported
Resource Management Not Supported
Status Tracking Not Supported
Supports Agile Not Supported
Supports Scrum Not Supported
Task Management Not Supported
Testing / QA Management Not Supported
Time & Expense Tracking Not Supported

Knowledge Management Features

Artificial Intelligence (AI) Not Supported
Cataloging / Categorization Supported
Collaboration Not Supported
Content Management Not Supported
Decision Tree Supported
Discussion Boards Supported
Full Text Search Supported
Knowledge Base Management Supported
Self Service Portal Supported
SysAid:

Chatbot Features

Call to Action Supported
Context and Coherence Supported
Human Takeover Supported
Inline Media / Videos Supported
Machine Learning Supported
Natural Language Processing Supported
Payment Integration Not Supported
Prediction Not Supported
Ready-made Templates Not Supported
Reporting / Analytics Supported
Sentiment Analysis Not Supported
Social Media Integration Not Supported

Customer Service Features

Alerts / Escalation Supported
Appointment Management Not Supported
Call Center Management Not Supported
Email Management Not Supported
Knowledge Base Supported
Live Chat Supported
Performance Metrics Not Supported
Queue Management Supported
Self Service Portal Supported
Social Media Integration Not Supported
Surveys & Feedback Supported
Virtual Assistant Not Supported
Workflow Management Supported

Help Desk Features

Alerts / Escalation Supported
Automated Routing Supported
Community Forums Supported
Customizable Branding Supported
Document Storage Supported
Email Integration Supported
Incident Management Supported
Interaction Tracking Supported
IT Asset Management Supported
Knowledge Base Supported
Known Issue Management Supported
Live Chat Supported
Multi-Channel Communication Supported
Multiple Brands / Products Supported
Network Monitoring Supported
Real-time Chat Supported
Self Service Portal Supported
Service Level Agreement (SLA) Management Supported
Ticket Management Supported

Issue Tracking Features

Assignment Management Supported
Dashboard Supported
Escalation Management Supported
Issue Auditing Supported
Issue Scheduling Supported
Knowledge Base Supported
Project Management Supported
Recurring Issues Supported
Scheduling Supported
Task Management Supported

Business Intelligence Features

Ad Hoc Reports Supported
Benchmarking Supported
Budgeting & Forecasting Not Supported
Dashboard Supported
Data Analysis Supported
Key Performance Indicators Supported
Natural Language Generation (NLG) Not Supported
Performance Metrics Supported
Predictive Analytics Not Supported
Profitability Analysis Not Supported
Strategic Planning Not Supported
Trend / Problem Indicators Supported
Visual Analytics Supported

IT Asset Management Features

Asset Tracking Supported
Audit Management Supported
Compliance Management Supported
Configuration Management Not Supported
Contract/License Management Not Supported
Cost Tracking Supported
Depreciation Management Supported
Inventory Management Supported
IT Service Management Supported
Maintenance Management Not Supported
Procurement Management Not Supported
Requisition Management Not Supported
Supplier Management Not Supported

IT Management Features

Capacity Monitoring Not Supported
Compliance Management Not Supported
Event Logs Supported
Hardware Inventory Supported
IT Budgeting Not Supported
License Management Supported
Patch Management Supported
Remote Access Supported
Scheduling Supported
Software Inventory Supported
User Activity Monitoring Not Supported

IT Service Features

Contract Management Not Supported
Incident Management Supported
IT Asset Management Supported
Knowledge Management Supported
Release Management Not Supported
Self Service Portal Supported
Service Catalog Supported
Service Reporting Not Supported
Ticket Management Supported

ITSM Features

Asset Tracking Supported
Availability Management Supported
Change Management Supported
Configuration Management Supported
Contract/License Management Not Supported
Dashboard Supported
Incident Management Supported
Problem Management Supported
Project Management Supported
Release & Deployment Management Supported
Self Service Portal Supported

Network Monitoring Features

Bandwidth Monitoring Not Supported
Baseline Manager Not Supported
Diagnostic Tools Not Supported
Internet Usage Monitoring Not Supported
IP Address Monitoring Supported
Real Time Analytics Supported
Resource Management Supported
Server Monitoring Supported
SLA Monitoring Supported
Uptime Monitoring Supported
Web Traffic Reporting Not Supported

Patch Management Features

Alerts/Notifications Not Supported
Automatic Approval Not Supported
Automatic Patch Deployment Not Supported
Automatic Scans Supported
Compliance Management Not Supported
Custom Patches Supported
Dashboard Not Supported
Network Wide Management Supported
Patch Prioritization Not Supported
Patch Testing Supported
Remote Access/Control Supported
Vulnerability Scanning Not Supported

Service Desk Features

Change Management Supported
CMDB Supported
Incident Management Supported
IT Asset Management Supported
Knowledge Base Supported
Mobile Access Not Supported
Procurement Management Not Supported
Remote Control Supported
Self Service Portal Supported
SLA Management Supported

Workload Automation Features

Alerts / Notifications Supported
Audit Trails Not Supported
Business Process Management Not Supported
Cross-Platform Scheduling Not Supported
Dashboard Supported
Data Analysis / Visualization Supported
Event-Triggers Not Supported
Load Balancing Not Supported
Resource-Based Scheduling Not Supported
Robotic Process Automation (RPA) Not Supported
Workflow Foundation Support Not Supported
Freshdesk:

Integrations

Axonius Supported
BeyondTrust Cloud Privilege Broker Supported
Google Workspace Supported
Help Desk Migration Supported
Jira Supported
Jira Work Management Supported
LogMeIn Rescue Supported
OneLogin Supported
QuickBooks Online Supported
SIGNL4 Supported
Slack Supported
Stackreaction Supported
TeamViewer Supported
Trello Supported
Flatly Supported
Glances Supported
LoginTC Supported
RingCentral RingEX Supported
Ringover Supported
Zoho RPA Supported
SysAid:

Integrations

Axonius Supported
BeyondTrust Cloud Privilege Broker Supported
Google Workspace Supported
Help Desk Migration Supported
Jira Supported
Jira Work Management Supported
LogMeIn Rescue Supported
OneLogin Supported
QuickBooks Online Supported
SIGNL4 Supported
Slack Supported
Stackreaction Supported
TeamViewer Supported
Trello Supported
Flatly Not Supported
Glances Not Supported
LoginTC Not Supported
RingCentral RingEX Not Supported
Ringover Not Supported
Zoho RPA Not Supported
Freshdesk:
Claim Freshdesk and update features and information
Claim Freshdesk and update features and information
SysAid:
Claim SysAid and update features and information
Claim SysAid and update features and information