# Compare SysAid vs Freshservice 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Freshservice and SysAid based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice --- # Freshservice vs SysAid Features and Cost Comparison Last updated July 2nd, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: FreshserviceSysAid2/4 selected [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.5 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) [## Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.5 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $19.00/month Value-for-Money 4.4 Functionality 4.3 Ease of Use 4.6 Customer Service 4.6 Reviews Sentiment NO Based on [753 reviews](#user-reviews) Positive 713 Neutral 31 Negative 9 [## SysAid](https://www.capterra.com/p/107225/SysAid/)[4.5 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting Price $89.00/month Value-for-Money 4.5 Functionality 4.5 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [520 reviews](#user-reviews) Positive 480 Neutral 28 Negative 12 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,309 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 78%Fit High performer Feature ratings Ticket Management 4.7 Real-Time Notifications 4.7 Customizable Fields 4.2 Third-Party Integrations 3.7 Performance Metrics 4.0 72%Fit Not enough reviews Feature ratings Ticket Management 4.7 Real-Time Notifications 4.6 Customizable Fields 4.8 Third-Party Integrations 4.4 Performance Metrics \-- User satisfaction User satisfaction 4.5 User reviews[753](https://www.capterra.com/p/132997/Freshservice/reviews/) Ease of use 4.6 Functionality 4.3 Value for money 4.4 Customer support 4.6 User satisfaction 4.5 User reviews[520](https://www.capterra.com/p/107225/SysAid/reviews/) Ease of use 4.5 Functionality 4.5 Value for money 4.5 Customer support 4.5 Price starts from Price starts from $19Per User, Per Month - Free version - Free trial Price starts from $89Per User, Per Month - Free version - Free trial Best for Best for Freshservice scales from mid-market to enterprises, supporting IT, HR, finance, and more across industries like government, manufacturing, healthcare, retail, and tech on one unified platform. Best for Designed for SMBs and enterprises, SysAid offers a customizable IT service delivery platform tailored to the business's unique needs, ensuring optimal performance and ROI at every stage of growth. ## User reviews Pros & cons NO Nathalie O. Scrum Master IT > "During my recent implementation, I leveraged its capabilities to build high-performance custom workflows that required precision and scalability. While the platform offers..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7095459) AC Ariel C. Technical Support Analyst > "The assets management is a little confusing and for some reason is not working great for all, but we have a MDM solution that manages all our devices, and because of that maybe..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111443) AD Akshay D. IT Manager > "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DV David V. Customer Supoort Manager > "The only thing I dislike is that depending on the license tier, it may be very limited on AI usage, API usage and a couple more features that are only available in higher..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111459) AD Akshay D. IT Manager > "It helps streamline IT support processes, improves team collaboration, and provides detailed reporting for tracking SLA compliance and service performance." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) WS Wilben S. Cloud Engineer > "Additionally, for me, it lacks some functionalities like the SLA reset timer, because I tend to breach the SLA, especially when the ticket is only forwarded." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7156605) AD Akshay D. IT Manager > "It helps streamline support operations, improve response times, and maintain service quality through SLA management and reporting. While there are some limitations around..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) LB Lucas B. IT Service Desk Analyst > "Additionally, certain configuration options aren’t as flexible as you’d expect from an ITSM tool, so you occasionally run into moments where you have to adapt your process to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) Praphul Kumar P. Tech lead sr System Admin > "It has helped improve operational efficiency, reduce turnaround time, and bring better structure to ticket and service request management. While there are areas for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113846) DM Deepak M. Design Engineer > "The UI can feel laggy at times, and navigating across the platform can be overwhelming due to the large number of options and modules." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7166362) AD Akshay D. IT Manager > "The platform provides a comprehensive IT service management solution with an intuitive interface, efficient ticket management, automation capabilities, and asset tracking..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165264) DK Deep K. Marketing Manager > "Advanced customization is less flexible than expected; tailoring reports to non-standard data points often requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7157349) LB Lucas B. IT Service Desk Analyst > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7098265) SN Suresh N. Government Consultant > "Advanced reporting and analytics are less intuitive than expected and the ai in use for the platform is very less and can be outdated in future." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176648) Jason F. Service Desk Manager > "The built-in analytics tools allow you to create customized dashboards and reporting for strategic planning on operational metrics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7158814) AM Ajay M. Technical Architect > "Also, the mobile app feels a bit clunky compared to the desktop version, especially when trying to update tickets on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) AD Akshay D. Devops Engineer > "The ticketing system is efficient and intuitive, and features like automation rules, SLA management, and a self-service portal help streamline support workflows significantly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) MD Mark D. Director of Operations > "I have been working with ITSM products long enough to remember local fat client interfaces and the web client experience is never as fast or consistent. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7082783) PG Princy G. Social Media Specialist > "I also appreciate the customization options, detailed reporting, asset management capabilities, and the clean, modern interface that simplifies daily operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) CY Chandresh Y. AVP-IT > "Additionally, users often cite limitations in customization, API rate caps, and occasional performance bottlenecks." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111478) SB Sakshi B. Senior analyst > "Tracking laptops, software, and other equipment alongside incidents helped our team understand recurring issues and maintain accurate inventory records without relying on..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7176825) AT Arun T. Analyst > "SLA management is painful as the reporting, monitoring and analytics are very basic and it would have been better like IT management software." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7179509) MI Marika I. Service Desk Lead > "I also appreciate the new AI capabilities, especially the AI-generated email responses, which help improve response time, consistency, and overall productivity for Service Desk..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) LF Lex F. Platform Admin > "no access to back-end tables if the functionality is not available, there is no way for customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) BC Brendan C. Senior Solutions Engineer > "There are great reporting features built-in as well, providing clean overviews of important KPI's like first-touch resolution, first response time, and time to resolution." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079567) JC Josh C. Help Desk and System Admin > "There are some minor ui issues, and running reports can be a hassle to get the data you are looking for." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079621) AM Ajay M. Technical Architect > "Asset management is another strong point for us, being able to track hardware/software assets alongside tickets in one place instead of juggling separate spreadsheets has made..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) MJ Mayank J. Global IT Service Delivery Manager > "In case you want to review specific agent availability for a day (with auto assignment on), you can't do that." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) CT Cameron T. IT Service Desk Analyst > "FreshService has been great for our organisation and has been the backbone of our IT Service desk environment, allowing us to triage incidents and keep track of requests..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094565) BM Bruno M. VP IT > "not sure how it will handle multiple groups and departments. How to segregate categories, etc based on groups." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) RA Rajesh A. Project manager > "We use Freshservice for managing internal support tickets, and I feel it is very simple and efficient for tracking, managing, and closing requests." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7155860) ST Sean T. Director of Cloud Infrastructure and Operations > "The only negative that I've experienced has been with being able to develop my own dashboards to call out the information that is important for my role." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151427) SD Stefan D. Senior System Analyst > "The ticketing system is well organized, automation workflows are powerful, and the service catalog makes it simple for users to request services." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111427) WM William M. IT Technician - Process Improvement > "Malfunctioning features, outdated documentation, unclear access to specific items." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153899) RB Rajneesh B. Senior ITSM Consultant > "Making an agent group restricted is much loved by ‘Finance’, ‘Payroll’, ‘People & Culture’, as the restricted feature ensures tickets from these departments are only visible to..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151898) CR Carlos R. Systems Engineer > "The amount of runs that are needed to get a simple action to accomplished is too much for the medium and small size organizations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) JK Justin K. Director Of Support and Data Center Operations > "Having our knowledge base articles, ticketing system, project management, and asset tracking all integrated into one centralized platform is incredibly convenient." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) DF Deste F. IT HelpDesk > "Additionally, some integrations require extra setup effort or paid tiers, which can impact overall value." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121021) DF Dominique F. Systems Administrator > "The service catalog has been especially valuable since we can now standardize requests, apply approval workflows, and automate processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115320) BK Bhagyesh K. java backend developer > "Workflows can become confusing and difficult to manage as requirements become more complex and sometimes it get frustrating." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7172950) KG Kevan G. Software enginner > "The platform is user-friendly, reliable, and helps streamline workflows. While there are a few areas for improvement, especially in reporting and pricing flexibility, it..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145531) LS Lumo S. Systems Analyst > "Reporting can be a bit rigid, and API/search behavior sometimes requires workarounds." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118779) DB Denis B. IT Service Manager > "Asset management, service catalog, and automation features work well together and allow us to standardize processes that were previously handled manually." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) MS Matt S. Systems Administrator > "The lack of customizability for certain things, such as templates." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7094559) AT Adam T. Team Lead > "This has reduced manual effort and allowed the team to focus more on higher-value technical work, aligning with our broader goal of improving efficiency and service quality" [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154579) JC Johnny C. Support Engineer > "It takes some time to learn how to use all the advanced features properly, so the learning curve is a bit steep for new users." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079568) SS Shubham S. Sr. Network Engineer > "From a network support side, it helps in maintaining proper records and makes coordination easier when multiple teams are involved. Once everything is set, it runs smoothly." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7124852) MO Mark O. Head of Managed Services > "Integrations are not always clear, often rely on third parties (not clear how they are involved with your data either)." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) AD Akshay D. Devops Engineer > "On the analytics side, it offers useful but somewhat basic reporting, which works well for standard operational tracking but may require workarounds for advanced reporting..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) TG Taylor G. Head of Product > "New accounts can easily get locked if API usage is high." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7086052) RM Rakesh M. Senior IT Infra Executive > "It provides a stable ITSM platform for managing incidents, service requests, and changes in a structured way." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115673) MJ Mayank J. Global IT Service Delivery Manager > "major feature missing is - you cant fetch report of Agent availability." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154377) AD Akshay D. Devops Engineer > "Overall, Freshservice is a strong, easy-to-use ITSM solution best suited for teams that value speed of implementation, simplicity, and automation, rather than deep..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7145527) BF Brandon F. Service Desk Supervisor > "In particular, there were smaller percentages highlighted in green and/or red that didn't make any sense to me when adding different metrics to my report." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___6861159) TZ Tarik Z. IT > "It has helped streamline incident management, improve SLA compliance, and enhance team productivity. While there are some areas for improvement, it remains a strong choice for..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7122927) CK Chris K. Senior Director Global Ops and Support > "We moved from a market-leader, which was cumbersome, expensive, and nearly impossible to manage without a large, dedicated team." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7111527) EG Erin G. Director of IT > "We also appreciate having asset management, onboarding journeys, project management, and automation tools all in one place rather than managing multiple systems." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) LF Lex F. Platform Admin > "Last year, I have rated Freshservice with below expectation ratings due to restricted platform customization. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151209) DB Denis B. IT Service Manager > "The Workflow Automator is powerful enough to handle complex approval and provisioning scenarios without requiring custom development in most cases." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7165331) AM Ajay M. Technical Architect > "Mobile app is a bit clunky too when you're trying to update something quickly on the go." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7178644) EG Erin G. Director of IT > "The ticketing system is by far the strongest aspect of the product and has been flexible enough for us to customize around our environment and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) JS Jeremy S. IT Project Manager > "Some bugs that cause annoying alerts to be generated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079524) AC Ajay C. EUS Engineer > "From a support engineer point of view, it improves response time and makes tracking easier. Once everything is configured properly, it becomes part of the daily workflow..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121029) BM Bruno M. VP IT > "I am unable to get a support person when having a question or needing help configuring." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113612) TE Trajkovi E. Principal Analyst > "It streamlines IT service management by combining ticketing, automation, and reporting in a single platform." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118803) CR Carlos R. Systems Engineer > "Certain 3rd party connectors (Workday) are cost prohibitive to adopt. " [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7152781) MB Maki B. Local HR > "The platform is intuitive, reducing onboarding time, while still offering solid automation for ticketing, SLAs, and workflows." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7121028) MI Marika I. Service Desk Lead > "Currently, this option seems limited or not easily accessible within Analytics." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151228) ARS Abdul Rehman S. Director Information Technology - Service Delivery and Engineering > "It has helped streamline our IT service management processes, improve efficiency through automation, and enhance visibility across operations." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7118062) BV Brad V. Professional Services Consultant > "I've configured other ITSM platforms and have found them much more confusing and complicated." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151171) EG Erin G. Director of IT > "Compared to other ticketing platforms we’ve used in the past, Freshservice has been much more open to customer feedback and willing to improve the platform over time. While..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153853) SB Shivraj B. IT MANAGER > "Agent responses are not coming while exporting the tickets." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079571) PG Princy G. Social Media Specialist > "Its intuitive design allowed our team to adopt the system quickly, while automation features streamlined repetitive tasks and improved productivity." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7159785) MO Mark O. Head of Managed Services > "The available licensing is not as flexible as other tools." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113691) MM Mahesh M. IT Security Engineer > "Freshservice provides a well-structured ITSM platform with a clean UI and smooth ticket lifecycle management." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7113394) JK Justin K. Director Of Support and Data Center Operations > "Formatting the knowledge base articles can be a little rough." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7154517) JC Jeff C. IT Assistant Manager > "I especially appreciated how responsive and reliable the platform is, along with the flexibility to customize workflows and reporting based on business needs." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7151170) JB Joe B. Desktop Support Engineer > "Unfortunately, due to this, I haven't been able to get my managers to purchase it." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7079535) IO Ifediora O. CMDB Manager > "My overall experience with Freshservice has been positive, particularly in terms of usability, flexibility, ticket management, customer support, and cost-effectiveness for IT..." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7153912) EJ Elvin J. IT Manager > "Category set up is always a tedious task, but not due to Freshservice." [See full review](https://www.capterra.com/p/132997/Freshservice/#Capterra___7115661) [View Reviews](https://www.capterra.com/p/132997/Freshservice/reviews/) PG PRINCESS G. Performance Management > "Its automation and clear workflows improve response times and support better cross‑team communication. While setup and configuration can be..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) NV Norbert V. IT Admin - Analyst > "We are big company with more than 15 000 employees, we have a lot of tickets when something goes wrong, Sysaid was not initialy setup for such..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7103744) CU Cephas U. Enterprise Business Intelligence and Reporting > "Also, it helps me track the area in which the users need more trainings, and it has helped my team to develop solutions to address their needs." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117737) Michal N. Desk side support leader > "SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6386973) MG Martin G. Software developer > "From an IT user perspective, SysAid provides a stable and well-structured ITSM platform that supports efficient incident and request..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) Kofi A. IT Service Management Analyst > "Most of the reports still need some customization, and that can be a little tedious to manage." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7151597) Víctor Adolfo G. Jefe de IT > "The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7136770) BR Borja R. IT Consultant > "The main drawback is that certain advanced configurations—especially in automation rules and integrations—can be time-consuming for new..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7055961) MV Michaela V. IT Analyst > "Asset management integration – ability to link tickets directly to assets helped with troubleshooting and audit traceability." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7141806) II Ifte I. IT Support Engineer > "Reporting and dashboards are limited/customisation is difficult" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7153715) MG Martin G. Software developer > "Ticket creation, categorization and prioritization are straightforward and the workflow automation helps reduce manual overhead." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) CU Cephas U. Enterprise Business Intelligence and Reporting > "For example, there is a temporary service failure and multiple users have logged complaints about it." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117737) WA Wealth A. Data Engineer > "It makes tracking tickets, managing requests, and maintaining visibility across issues quite straightforward." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) Benjamin A. Group Service Desk Manager > "Output of spooled reports are not direct to work with." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7153928) PG PRINCESS G. Performance Management > "It also provides useful insights into recurring issues, helping us understand patterns and improve our IT processes." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) CW Clay W. IT Project Management > "Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6439572) VG Victor G. Jefe de IT > "Additionally, the recent AI Copilot features have proven to be an excellent value-add, helping our team stay productive and focused on..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7127158) JB James B. Project Engineer > "Sometimes it's hard to find the right category, they filter out sub categories based on previous options." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6583763) VG Victor G. Jefe de IT > "It has provided us with a stable, secure, and scalable environment to manage our global IT services." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7127158) ED Emily D. Web Developer > "I think so far asset management, we use several products and none of them do exactly what we want them to do." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6609608) CE Christopher E. ICT Support Technician > "The interface is clear, and the workflow supports quick responses, which helps in day-to-day IT support." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115524) KB Kleber B. Analyst Security > "There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6087443) PG PRINCESS G. Performance Management > "Its integrated ITSM modules make incident handling and collaboration across teams smoother." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) MHS Mohammed Hareez S. Customer Success representative > "The only dislike about sysaid is its not well organized" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6681876) WA Wealth A. Data Engineer > "It performs well for core functions, but there’s definitely room for improvement in terms of usability, flexibility, and modern user..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) CM Clint M. Network Technician > "There is definitely some aspects missing, like the ability to merge tickets." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___5095388) CW Clay W. IT Project Management > "Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6439572) SG Sandra G. IT OFFICER > "The mobile app has received criticism for being less functional and not as polished as the desktop version." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6322205) LH Lorna H. IT Manager > "Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6548760) RD Ross D. Senior IT Support Analyst > "Sometimes entering data can be time consuming as there are not always ways to do it in a batch." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6051264) BR Brian R. Support Technician > "SysAid is a powerful IT service management (ITSM) solution that streamlines helpdesk operations with its intuitive interface and automation..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6673536) NL Nzai L. project officer sanitation and hygiene > "the application is not mobile device compatible this limits other user to use it" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4962649) BR Borja R. IT Consultant > "Its security measures are robust, and the live chat tool allows quick communication with users, improving resolution times." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7055961) JM James M. ICT Specialist > "Lack of Approval process for Employee Provisioning" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6324189) Víctor Adolfo G. Jefe de IT > "It effectively bridges the gap between a simple help desk and a high-end ITSM suite." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7136770) CS Cody S. Network Engineer > "I miss some features from systems that I used at previous jobs." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6050189) AS Adewale S. HIO > "All the members of the team love it because of the ticket categorization and data management capabilites." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7092640) SG Sandra G. IT OFFICER > "Users have reported it to be slow and lacking essential features" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6322205) RA Rachel A. Service Desk Analyst > "We have been able to enhance our process flows, work processes and user experience due to its simplicity, AI functionalities and speed of..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6795288) SA Samuel A. Software > "SysAid falls short in the area of mobile user experience, lackluster interface design, and a somewhat underwhelming support service." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4826621) Peter A. IT Asset And Configuration Manager > "I also love their ability to customize the tool to suit our needs anytime we request." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7135160) DR Dewmi R. Application Support Engineer > "Some support agents are not helpful at all." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6052780) Benjamin A. Group Service Desk Manager > "SysAid has been a great service management tool and has made reporting and integration with other platforms easy." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7153928) JG Joseph G. Head, IT Service Transition > "The product does not have the capability to notify Configuration Item owners of approved changes" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3850401) VN Vishal N. ServiceDesk Analyst > "Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6478043) ATK Akosua Tiwaa K. Service Desk Analyst > "In a previous review, I initially expressed dissatisfaction with SysAid's customer service support." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6001333) ED Emily D. Web Developer > "I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6609608) HG Heidi G. Support Specialist > "A little difficult to use for the average user" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4924796) PG PRINCESS G. Performance Management > "Overall, SysAid has been a reliable ITSM tool that helps us stay organized and resolve issues faster." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) SV Sally V. Sales > "It sometimes does not track properly the interactions with the customer." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4299468) BR Brian R. Support Technician > "It offers seamless ticketing, asset management, and reporting, improving efficiency and user experience." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6673536) SV Sally V. Sales > "We had some issues with email not sending out as well." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4299468) Luigi C. IT Servicedesk Manager > "SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6477124) GP Geraldine P. Solution coordinator > "Custom fields not integrated easily on form in the self service portal once ticket is submitted" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3421261) WA Wealth A. Data Engineer > "It does a good job supporting organized workflows." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) JV José V. Application Support Chief > "We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department,..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2584211) ABQ Andy Barry Q. Data Engineer > "Feedback from \[sensitive content hidden\] was swift and clear, where he needed help from his team, he communicated clearly." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7152624) VR Verified Reviewer Group Servicedesk Manager > "Interconnectivity to certain applications such as solarwinds and sharepoint is somewhat challenged (mostly due to security requirements from..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2564101) MG Martin G. Software developer > "The work is still in progress, but even the beta version shows promise." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) KS Karen S. Help Desk Manager > "The way it is implemented does not follow typical ITIL based methodology and is missing key aspects such as a service management catalog. " [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2293973) CM Corus M. Deputy Director - User Support Services > "Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6604931) Srinivas B. Senior Engineer > "Notifications & Alerts have issues." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3547866) II Ifte I. IT Support Engineer > "Good ticketing and incident management features" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7153715) RR Rebecca R. IT Ops > "As it's not a mainstream product at this time, it is hard to integrate this solution with other products using OOB connectors. " [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2290111) AB Alexis B. EUC Engineer > "We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6482079) AV Alexander V. IT Expert > "The icon placement and size on mobile make the user experience very unpleasant .I avoid using it on the phone whenever I can ." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2621400) AC Andry C. Technical Support Manager > "What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6605800) MM Michael M. Director of IT > "My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2304003) Kofi A. IT Service Management Analyst > "Our daily tasks have become easier, and we’ve drastically improved our support time." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7151597) CK Charles K. IT Service Desk Manager > "during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2553339) LT Lee T. Global service TL > "the workflows, incident management and change made ease of access and updating reporting and support during upgrade made easy" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6787248) Andres D. Technical Analyst > "It's hard to setup integrations with other software like Salesforce." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2559361) VN Vishal N. ServiceDesk Analyst > "The comprehensive self-service portal also stands out for empowering users to solve common issues independently." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6478043) AO Anthony O. Director of IT > "The mobile access is my biggest problem with the software." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2559965) LH Lorna H. IT Manager > "The AI now available in Sysaid combined with Sysaid Spaces shows the team are always looking to invest and improve their product" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6548760) BJ Bryan J. Network Coordinator > "There is many interlocking parts that don't seem to be related which can cause confusion." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2558987) Luigi C. IT Servicedesk Manager > "Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6477124) Ammon N. Software Support Team Lead > "It sometimes has had some connectivity issues for us, but not recently." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2508097) SK Shuma K. Technology Consulting Manager > "Ease of deployment, automated task assignment and proactive support by suggesting possible solutions" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7049367) AL Amenyo L. CISO > "Lack of On-premises mobile application version" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2558962) [View Reviews](https://www.capterra.com/p/107225/SysAid/reviews/) ## User interface 4.54 (753) 4.54 (520) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important Freshservice 31/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Automation - Workflow Management [See all features](https://www.capterra.com/p/132997/Freshservice/#features) SysAid Top features 33/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Automation - Workflow Management [See all features](https://www.capterra.com/p/107225/SysAid/#features) ### Recognition No recognitions have been awarded to Freshservice SysAid Best Value Service DeskSoftware (2022)  ### Deployment & support Freshservice Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos SysAid Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Freshservice - By Freshworks - Located in United States - Founded in 2011 SysAid - By SysAid Technologies - Located in Canada - Founded in 2002 ## Popular Comparisons [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/) $19/month Price $115/month 4.3 Features 4.4 4.6 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/132997-164283/Freshservice-vs-Zendesk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,083)](https://www.capterra.com/p/164283/Zendesk/reviews/) $89/month Price $115/month 4.5 Features 4.4 4.5 Ease of Use 4.3 [View full comparison](https://www.capterra.com/compare/107225-164283/SysAid-vs-Zendesk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $19/month Price $19/month 4.3 Features 4.3 4.6 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-132997/Freshdesk-vs-Freshservice) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,460)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $89/month Price $19/month 4.5 Features 4.3 4.5 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-124981/SysAid-vs-Freshdesk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $19/month Price R$35/month 4.3 Features 4.7 4.6 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/132997-202528/Freshservice-vs-Milvus) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $89/month Price R$35/month 4.5 Features 4.7 4.5 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/107225-202528/SysAid-vs-Milvus) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $19/month Price $15/month 4.3 Features 4.6 4.6 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-132997/LiveAgent-vs-Freshservice) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.68 (1,786)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $89/month Price $15/month 4.5 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-107225/LiveAgent-vs-SysAid) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/132997-227102/Freshservice-vs-JIRA-Service-Management) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $89/month Price $20/month 4.5 Features 4.5 4.5 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/107225-169505/SysAid-vs-Zoho-Desk) [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.54 (753)](https://www.capterra.com/p/132997/Freshservice/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,213)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) $19/month Price $20/month 4.3 Features 4.5 4.6 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/132997-169505/Freshservice-vs-Zoho-Desk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (520)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (770)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) $89/month Price $20/month 4.5 Features 4.5 4.5 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/107225-227102/SysAid-vs-JIRA-Service-Management)