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."The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It is quite easy to program custom apps and integrate them."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Omnichannel is one of the most valuable features of the solution."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"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 be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"I would like to see a little bit more color in the solution."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like on-the-go translation,"
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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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