Freshservice vs SysAid comparison

Freshworks and SysAid are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.5, while SysAid is ranked #25. Freshworks holds a 3.9% mindshare in HDS, compared to SysAid’s 1.6% mindshare. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

Freshservice

Read 40 Freshservice reviews

3,741 Views
1,983 Comparison Views

97% willing to recommend

SysAid

Read 10 SysAid reviews

1,224 Views
894 Comparison Views

90% willing to recommend

Freshservice

SysAid

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and Freshservice are competitors in the IT service management software category. SysAid appears more favorable in its customization features, while Freshservice stands out in user experience and integration capabilities.

Features: SysAid is noted for its customization abilities, asset management, and change management workflows. It also features an integrated self-service portal to streamline support processes. Freshservice is recognized for an intuitive user experience, straightforward integration capabilities, and its efficient incident management and workflow automation.

Room for Improvement: SysAid needs enhancements in its Knowledge Base with more graphical features, role-based security, and asset management functionality. Freshservice has limited reporting and customization, especially in dashboard and workflow automation, with users wanting better integration and enhanced analytics.

Ease of Deployment and Customer Service: SysAid provides flexible deployment options, supporting both on-premises and cloud setups. Freshservice is more aligned with cloud deployments, which appeal to organizations favoring SaaS solutions. Both offer efficient customer support, though SysAid has some variability in first-level support quality.

Pricing and ROI: SysAid is cost-effective, including essential features in its pricing model and delivering a substantial ROI through process efficiency. Freshservice, while competitively priced, offers tiered plans for scalability despite some perceptions of high cost. It provides flexibility in pricing based on agent count for varied organizational needs.

To learn more, read our detailed Freshservice vs. SysAid Report (Updated: January 2026).

Buyer's Guide

Freshservice vs. SysAid

January 2026

Download the complete report

Helped 881,707 peers since 2012

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

Freshservice

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

4th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Project Management Software (10th), Cloud Management (10th), IT Asset Management (4th), AI IT Support (4th)

SysAid

Ranking in Help Desk Software

25th

Ranking in IT Service Management (ITSM)

25th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of Freshservice is 3.9%, up from 3.5% compared to the previous year. The mindshare of SysAid is 1.6%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	3.9%
SysAid	1.6%
Other	94.5%

Help Desk Software

Featured Reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

Read full review

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Read full review

Quotes from Members

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

Pros

"The workflow and the change management process are valuable."

"It allowed the development team to concentrate on the client’s requirements instead."

"The solution is very responsive with a 97% success rate in funneling customer tickets."

"There is a nice user interface."

"The most valuable features of Freshservice are the notifications, customization, and flexibility."

"Depending on the size of your organization, is pretty standard and useful."

"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."

"Freshservice is very user-friendly and easy to customize."

More Freshservice pros

"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 solution can scale."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"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 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."

"The simplicity of the solution is excellent."

"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."

"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."

More SysAid pros

Cons

"It's hard to interact directly with the users themselves."

"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."

"We haven't had any issues with the stability of Freshservice. However, we have had some issues with data imports, we have noticed that large amounts of data can get stuck. This is something that we haven't seen in other solutions."

"I experienced some delay in response time for non-function critical queries."

"A chat bot needs to be added to the portal."

"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."

"They can improve the search. While searching the inventory, when I cancel a selected category, the search box disappears, and I have to reload the page. It is a small glitch. Currently, we can have only one plan per subscription. All users have to be on the same plan. We can't have two users for plan A and five users for plan B. It might be good if there was an option to have different plans within one subscription so that you can assign each agent to the corresponding plan."

"Freshservice could improve the integration with Microsoft Outlook."

More Freshservice cons

"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."

"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."

"Currently, SysAid does not have a mobile application."

"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."

"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."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"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."

"There is a learning curve for the users."

More SysAid cons

Pricing and Cost Advice

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"It is good for the price you pay. It has different plans. If you need all features, you need to go for a higher plan. Currently, with the second tier plan, you cannot completely separate the group of agents. So, the agent in each group can see another person's ticket. You also cannot modify the rules based on the viewable, readable stuff and cannot have a custom role in this plan. If you want to do that, you have to go for a higher plan. It works in our case because it doesn't matter if the other group can see our ticket because it doesn't contain anything sensitive. We also didn't need the project or change management features. That's why we didn't go with a higher plan."

"The solution has an annual licensing model."

"Our licensing fee for Freshservice is $2,500 a year."

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"We're basically paying about $100 USD per agent per month."

"Its price is great. Its pricing is supposedly a lot less than ServiceNow and other alternatives."

More Freshservice pricing and cost advice

"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."

"SysAid is a good solution, especially from a pricing perspective."

"The pricing of SysAid is less than its competitors."

"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."

"We saw our investment back at the end of year one."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

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Top Industries

By visitors reading reviews

Manufacturing Company

University

Educational Organization

Computer Software Company

14%

Comms Service Provider

11%

Financial Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	15

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

Questions from the Community

What do you like most about Freshservice?

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...

See all answers

What is your experience regarding pricing and costs for Freshservice?

I do not have any experience with pricing, setup costs, and licensing, as it was assigned to the infrastructure team.

See all answers

What needs improvement with Freshservice?

Freshservice is a strong IT service management platform, but there are several areas where it could be further improved to deliver even more value. One key area is advanced reporting and analytics....

See all answers

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Comparisons

ServiceNow vs Freshservice

Compared 20% of the time

Zendesk vs Freshservice

Compared 10% of the time

JIRA Service Management vs Freshservice

Compared 9% of the time

Device42 vs Freshservice

Compared 5% of the time

Samanage vs Freshservice

Compared 5% of the time

More Freshservice Competitors

ServiceNow vs SysAid

Compared 22% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 15% of the time

HaloITSM vs SysAid

Compared 13% of the time

BMC Helix ITSM vs SysAid

Compared 6% of the time

Atera vs SysAid

Compared 4% of the time

More SysAid Competitors

Product Reports

Buyer's Guide

Freshservice

February 2026

Download Freshservice product report

Buyer's Guide

SysAid

January 2026

Download SysAid product report

Also Known As

Flint

No data available

Overview

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshworks

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

SysAid

Sample Customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

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

Buyer's Guide

Freshservice vs. SysAid

January 2026

Free Report: Freshservice vs. SysAid

Find out what your peers are saying about Freshservice vs. SysAid and other solutions. Updated: January 2026.

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