We performed a comparison between Freshdesk and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It is quite easy to program custom apps and integrate them."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"I would like to see a little bit more color in the solution."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Technical support is not the best. It could be much, much better and offer better support to users."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Freshdesk is ranked 6th in Help Desk Software with 27 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Freshdesk is rated 8.4, while Serviceaide ChangeGear is rated 7.6. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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