Freshdesk vs Serviceaide ChangeGear comparison

Freshworks and Serviceaide are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.1, while Serviceaide is ranked #28. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

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Executive SummaryUpdated on Dec 1, 2024

Serviceaide ChangeGear and Freshdesk are IT service management solutions, each offering unique advantages. ChangeGear's strengths in pricing and ITIL practices make it compelling for IT-focused functions, whereas Freshdesk's expansive features and integrations provide broader capabilities, often validating its higher cost.

Features: Serviceaide ChangeGear provides strong ITIL process support, change management tools, and comprehensive reporting abilities, suitable for environments prioritizing compliance. Freshdesk excels with multichannel support, integration with business applications, and automated workflows, ideal for cross-departmental collaboration.

Room for Improvement: ChangeGear could benefit from enhanced integration capabilities, greater flexibility in reporting, and improved multichannel support to compete with comprehensive systems. Freshdesk may need to address high costs, refine its visual customization options, and offer more extensive offline support features to meet various business needs.

Ease of Deployment and Customer Service: Freshdesk's cloud-based deployment allows for rapid setup and user-friendly interface, backed by a robust support team. Serviceaide ChangeGear offers both cloud and on-premise deployments, aligning with the needs of large enterprises that require structured setups, complemented by high-touch support.

Pricing and ROI: Serviceaide ChangeGear appeals with competitive pricing for IT-specific functions, likely offering swift ROI through its affordable service management features. Despite higher costs, Freshdesk's vast feature set boosts customer engagement and operational efficiency, resulting in substantial ROI for companies leveraging its services.

To learn more, read our detailed Freshdesk vs. Serviceaide ChangeGear Report (Updated: June 2026).

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

June 2026

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Review summaries and opinions

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

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"Automation Anywhere's error handling is its most valuable feature. It sends you an email when there's an error and helps you find the cause quickly. It walks you through exactly how you should handle it."

"It increased productivity; it raised the productivity percentage of individuals 20 to 35%, and we also saw cost reduction."

"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."

"Automation Anywhere helped us to reduce the work time on data operations."

"Most of the features are valuable."

"Automation Anywhere's document automation, powered by IQ Bots and now enhanced with AI, stands out as a particularly valuable feature."

"Compared to other RPA tools, I prefer Automation Anywhere."

"I like web automation and SAP application automation."

More Automation Anywhere pros

"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, as we can connect it with our phones and our chat, and also with the API and have it as an email service, and Freshdesk just makes our life easier."

"Freshdesk provides a plain vanilla solution, making it user-friendly and less complex."

"Freshdesk was the best solution with the best price, as it was cost efficient and included all the features that we needed."

"Freshdesk offers way more flexibility, the people there are really dedicated and human, they want you to be happy with the product, and it is much more affordable than Zendesk."

"It's a product that is very easy to use and very user-friendly."

"Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books."

"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."

"Through chats we now connect with a bigger audience and satisfaction surveys have allowed us to know clients' points of view in a better way."

More Freshdesk pros

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."

More Serviceaide ChangeGear pros

Cons

"I am looking forward to seeing writing on Linux in the web and WorkBatch in the next release."

"I would like to see more bots available right out-of-the-box in the SAP area."

"Accuracy to process handwritten documents should be improved and more analytics and intelligence-related capabilities should be added."

"Reliability and error handling should be improved."

"I would like more integration into the entire Microsoft Suite of products, not just Excel."

"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."

"We had initial hiccups, like any new process. It took us six to eight months to sort the product out."

"Scaling from small to medium automation works well, but if building out very big applications, sometimes the code can be too lengthy and uncontrollable."

More Automation Anywhere cons

"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."

"The solution's inbound calls could be improved."

"Asset management and branding are two areas in the solution that have scope for improvement."

"It should enhance its service and its reporting capabilities."

"Freshdesk's scalability could be improved for larger businesses across departments."

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

"Localization needs to be implemented. No option for other languages at this point in the knowledge bases."

"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."

More Freshdesk cons

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"Few probes need improvement in their function and the way they get deployed for monitoring."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

"It loses points because it’s not GUI enough, too code-y."

"We had a lot of issues with non-Windows servers during implementation."

"Their service management application needs a lot of work."

"Flexibility to customize."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"The pricing model can be a bit more flexible."

"Automation Anywhere's pricing is significantly higher than other RPA solutions."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"They have a ridiculously expensive bot licensing structure, especially for the Asian region."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

More Automation Anywhere pricing and cost advice

"It is costly."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The pricing is pretty manageable and acceptable."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Manufacturing Company

11%

Construction Company

11%

Computer Software Company

Construction Company

12%

Financial Services Firm

11%

Manufacturing Company

10%

University

Construction Company

18%

Financial Services Firm

Comms Service Provider

Religious Institution

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	28
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for cust...

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What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the se...

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Comparisons

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Compared 17% of the time

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Compared 12% of the time

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Compared 7% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

June 2026

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

June 2026

Download Serviceaide ChangeGear product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

Serviceaide

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Oakwood Systems Group

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

June 2026

Free Report: Freshdesk vs. Serviceaide ChangeGear

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