Alloy Navigator vs. Freshservice vs. SysAid

Freshservice is well suited for tracking issues and customer tickets. I enjoy being able to narrow down the tags so I can see trends. My biggest issue with Freshservice is using it to look up customers and tickets. Even if I know a ticket is linked to a specific customer, the system often doesn't pull it up. It's almost too specific with what you need to search. Unless you have the exact wording, etc., it won't pull what you're looking for. Using it as a customer directory isn't really helpful with this setup right now.

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The system is really good at helping manage first-line requests and incidents. There are workflows that can be set up on templates to give direction to the team and help ensure that all the correct procedures are followed. There are some limitations with the system when it comes to Problem and Change management, as it is very ingrained with the normal ticket system. This can lead to a "clunky" change management process.

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• A robust support portal that's easily configured by a power user, but also supports developer level customization.
• The workflow authoring tool is a very easy drag and drop. For more experienced admins, a robust amount of logic and actions.
• Dozens of integrations out of the box, including most all mainstream business software.

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• Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
• Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
• SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.

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• auditing. Maybe it's the license we have, but auditing agent activity is very difficult or non-existent. Sometimes an admin will make changes, and we have no idea who made them.
• As great as the workflows and ticket automation are, they seem to break for unknown reasons, which requires a lot of manual overrides. This may be due to newly added features that are forcefully integrated.
• Better ticket analytics. Managers don't seem to have much insight into what we do beyond tickets resolved.

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• The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
• Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services

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We are pretty invested in Freshservice right now and have integrated it pretty heavily into our environment, so it would be hard to move away from it. For the most part, we are happy with Freshservice and the ease of use it gives us in managing tickets through the system. The only complaint we've had is customer service.

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Here’s your text in natural, professional English:Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster.In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals.On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections.That said, we are really looking forward to seeing how the new Connect module evolves.

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The UI design of Freshservice is simple and intuitive. You don't have to be a technical expert to navigate your way into the different pages/modules available. There are no buttons that are hidden in plain sight. Even our HR team required little to no help when they started using Freshservice.

Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.

In our 3 years of using Freshservice, we've experienced several outages in the first 2 years. There were times where it only took minutes or hours but there are also times where it took a few days. Each time, Freshservice remained transparent and constantly communicated their progress. We haven't had one in the past year which indicates Freshservice have improved their servers.

Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.

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Pages load quickly but internet connectivity can also play a big role. Integrations doesn't affect the performance but internet connectivity may be a big factor. As a company with most employees working from home, different network providers from different areas/countries can have different experiences. Search load time needs improvement.

In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.

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Excellent. Every time I spoke to someone from the team they were very helpful. Last meeting we had they went over some features we were not using and explained how we could get the most out of our contract with them. Not many companies have this level of (actual human) support. The push to AI is nice but talking to actual experts is a lot nicer and to the point.

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SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.

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Training was enough to use the base website

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My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.

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Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.

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The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.

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Creating the correct groups for the stakeholders and enabling the right notifications are one of the most important aspect of the implementation. Creating Change templates will also help in the long run and it's a good practice to create one, if applicable.

It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time

Freshservice is on par with ManageEngine SD Plus in terms of: 1. No/Low code configuration, 2. ITSM module certification 3. SLA 4. CMDB etc. However, the level of support that ManageEngine offers with its post-sales engineer is better than that of Freshservice. While using ServiceNow, they lack many features, as ServiceNow is enriched with numerous modules and an app engine, allowing for customization without OEM assistance.

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SysAid is very cost-effective and flexible and integrates ITSM and asset management tools in one platform, reducing the need for separate tools. They have an intuitive interface that ensures a smooth user experience, reducing the learning curve for IT teams. SysAid offers easy-to-set-up integrations and automation to streamline workflows and reduce manual tasks.

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Freshservice allows flexibility with contract terms and pricing model. Monthly and annual payments are allowed. The unit pricing needs a bit of improvement. It would be great if they offer unit pricing per capability instead of one pricing for all the capabilities. Small businesses have different use cases and not every agent needs all the modules available.

When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.

We were able to scale easily across multiple departments. As our company keeps growing, we have not needed to change anything in terms of scaling since we started using Freshservice. There were no changes to the admin and end-user experience from when we were a 1,000-employee company vs to our current head count of 2,000+.

Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también

We did not have professional services.

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We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.

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• Alleviate our support team by providing knowledge directly to the end users.
• Better response times from our IT support team, thanks to automation and dashboard use.
• Better tracking of our assets by assigning them to users so we know which device was handed out to who. During off-boarding, we know which devices to ask back.

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• Our resolution time has increased a lot compared to not using a ticketing system.
• We have reduced communication load significantly for our helpdesk admins.
• The knowledgebase is rough, but still allows us to preserve and share our collective experience and expertise.

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