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: August 2026).

Buyer's Guide

Freshdesk vs. Serviceaide ChangeGear

August 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 aids in handling repetitive tasks, contributing to productivity and enhancing customer service, especially when combined with methodologies like Six Sigma."

"Automation Anywhere offers better value and is more effective for organizations seeking cost-effective solutions."

"Tasks or activities that were taking almost six hours a day have been reduced drastically to 30 minutes, which saves time as well as business costs."

"Non-developers can use the tool to create bots. Also, it is very easy for developers to use."

"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."

"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

"Automation Anywhere is unlike any other software; Automation Anywhere provides me with my bread and butter, and I just love the tool."

More Automation Anywhere pros

"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."

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

"The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"It is quite easy to program custom apps and integrate them."

"The built-in customer satisfaction surveys made it easy for us to see areas that need improvement, and the ticket automations allows us to set priorities on incoming tickets based on who is submitting it."

"Freshdesk has positively impacted our organization by improving our customer relationships."

"I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization."

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."

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

"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."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

"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 really easy solution to scale up and get get going to add new catalog items."

"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."

"The ability to add Additional Information Screens on the fly."

More Serviceaide ChangeGear pros

Cons

"It would be useful to have some updates for the control room in terms of analytics."

"I would like to see more complex use cases coming out for our industry."

"The improvements that we could see would be the increased stability of each A2019 releases and reduce the likely impact on existing features. We are also looking to see improvements in the upgrade and bot deployment processes to make them easier and less interaction with back end servers."

"While using IQ Bot we found that data extraction accuracy is a bit weaker in semi-structured documents compared with structured documents. We would like to see improvement in the data extraction part of Automation Anywhere IQ Bot."

"The pricing is a little bit high compared with other tools."

"They need to improve the real-time data and analytics."

"The bot creation process is straightforward in some ways and complicated in others. You can get your initial stuff laid out really quick, but then putting in your exception handling is more time consuming."

"The scalability of Automation Anywhere's cloud version is excellent, but the on-premise version is a waste of time and money."

More Automation Anywhere cons

"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 reporting, analysis modules and insights capabilities for this solution could be improved."

"The most frustrating thing is definitely the solutions center customization."

"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."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"There are issues with technical incidences, such as not being able to receive messages from certain email addresses."

"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."

"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."

More Freshdesk cons

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"I think they could update some of the interface. It doesn't look as pretty as some of the other ones."

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

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

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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

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

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"The licensing cost for Automation Anywhere is high."

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"The Automation Anywhere license is affordable and not complex."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"We would like them to change the license model of charging per bot."

"The enterprise version is expensive for small businesses and individual users."

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

More Automation Anywhere pricing and cost advice

"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 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."

"The pricing is pretty manageable and acceptable."

"It is costly."

"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."

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

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

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

More Freshdesk pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

12%

Manufacturing Company

10%

Financial Services Firm

10%

Outsourcing Company

Construction Company

22%

Comms Service Provider

Outsourcing Company

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	29
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.

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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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Compared 6% of the time

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Compared 16% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

August 2026

Download Freshdesk product report

Buyer's Guide

IT Service Management (ITSM)

July 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

August 2026

Free Report: Freshdesk vs. Serviceaide ChangeGear

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