Freshdesk vs. SysAid Comparison | IT Central Station

Freshdesk

SysAid

Freshdesk

Read 1 Freshdesk review.

2,501 views|2,070 comparisons

SysAid

Read 7 SysAid reviews.

1,070 views|624 comparisons

Most Helpful Review

Use Freshdesk? Share your opinion.

Anonymous User

Senior IT Manager at a computer software company

Quite stable with good pricing and a clear user interface

It's supporting the daily routine of the IT organization, it is the ticketing system. It's very helpful due to the fact that it provides us with... Read more »

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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The organization that is possible with other departments is the solution's most valuable aspect." More Freshdesk Pros »	"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.""The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.""It tracks everything that the technicians are doing. We can account for time and manage resources.""The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage.""It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.""The simplicity of the solution is excellent." More SysAid Pros »
Cons
"Technical support is not the best. It could be much, much better and offer better support to users." More Freshdesk Cons »	"There is a learning curve for the users.""We would like them to approve the security functionalities, e.g., management security features.""One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function.""So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.""The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields.""Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that." More SysAid Cons »

Pricing and Cost Advice

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"The pricing of SysAid is less than its competitors.""SysAid is a good solution, especially from a pricing perspective.""We saw our investment back at the end of year one.""Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you.""Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

More SysAid Pricing and Cost Advice »

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Questions from the Community
What do you like most about Freshdesk? Top Answer: The organization that is possible with other departments is the solution's most valuable aspect. What needs improvement with Freshdesk? Top Answer: In terms of features, I can't think of anything that's lacking. It's a solid solution. I've only been using the solution for four months. It hasn't been long enough for me to know everything about the… more » What is your primary use case for Freshdesk? Top Answer: We primarily use the solution for issue ticketing.	What do you like most about SysAid? Top Answer: The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest… more » Read all 3 answers What is your experience regarding pricing and costs for SysAid? Top Answer: One of the factors that, when I was first looking at tools, made SysAid attractive was the initial cost for bringing the system in. I found it to be very reasonable and very appropriate for what you… more » Read all 3 answers What needs improvement with SysAid? Top Answer: The Knowledge Base would be another area where I would look for growth in SysAid. It is very much a text-based article system, or you can do attachments. But I'd like to see it grow so that it is more… more » Read all 3 answers
Ranking
13th out of 53 in Help Desk Software Views 2,501 Comparisons 2,070 Reviews 1 Average Words per Review 297 Rating 10.0	6th out of 53 in Help Desk Software Views 1,070 Comparisons 624 Reviews 7 Average Words per Review 1,907 Rating 8.3
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Freshworks	SysAid
Overview
Freshdesk is a full-fledged cloud based customer support solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations and a lot more. From startups to enterprises, more than 80,000 businesses of all sizes use Freshdesk to streamline their support processes. Freshdesk is part of the Freshworks product family, whose products include Freshservice IT Service Management Software, Freshsales CRM Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.	Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
Offer
Learn more about Freshdesk Learn More	Learn more about SysAid Learn More
Sample Customers
Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember	Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Top Industries
VISITORS READING REVIEWS Computer Software Company28% Comms Service Provider15% Retailer10% Educational Organization6%	VISITORS READING REVIEWS Computer Software Company26% Retailer22% Comms Service Provider17% Non Profit11%
Company Size
REVIEWERS Small Business67% Midsize Enterprise33%	REVIEWERS Small Business29% Midsize Enterprise14% Large Enterprise57%

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