We performed a comparison between Freshservice 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 admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"Ability to scan barcodes and a great search feature."
"The most valuable feature of Freshservice is you can assign downloaded tickets and the reports are useful."
"The most valuable features of Freshservice are the notifications, customization, and flexibility."
"The solution’s timely automated triggers increase our IT team’s productivity."
"You can just register and within five to minute minutes, you are ready to go."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"We really like the Freshchat widget that allows people to engage with our FAQs on any kind of webpage or web property."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"Freshservice's technical support has issues with delays and translations."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"The analytics could be better."
"Their analytics need improvement."
"The product should look at BCM or ServiceNow and see if there are features that would make nice additions. It would help them stay competitive."
"On the reporting side, when we were doing reporting, one thing that was a bit of a limitation was when you had a data list containing a list of changes that have occurred for the whole time and you had to fit the list onto a page. If the list went over the page, it would just truncate it at the page. You wouldn't get all your data. So, it didn't work. That was one big stand-out for me. What we tended to do was convert things into a more readable format, and then we had more targeted exception reporting, but it would be nice to have a full list of things that could be automatically generated and that can flow over pages."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
Freshservice is ranked 5th in Help Desk Software with 29 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. Freshservice is rated 8.0, while Serviceaide ChangeGear is rated 7.6. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". Freshservice is most compared with ServiceNow, JIRA Service Management, Zendesk, Microsoft Project and ManageEngine ServiceDesk Plus, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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