Freshservice vs SysAid

These two service desks split their pricing in different ways. Freshservice sells four tiers, three of them with a listed per-agent price, and spreads change and problem handling across the upper tiers. SysAid lists one published plan at 89 USD per agent per month that already includes change, problem and asset management, with Enterprise quoted from 20 agents. Freshservice names a Delaware corporation behind it, while SysAid's website names no headquarters. The choice comes down to a graded ladder against a single flat entry price.

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Both are reviewed in full in our ITSM software ranking: Freshservice and SysAid.

1. 01

   What the 89 USD plan includes at SysAid

   SysAid's Professional plan is listed at 89 USD per agent per month. Both of its plans include request, incident, change and problem management, and Professional also lists asset management, SLA management and an AI copilot. That means a team needing change control does not have to step up a tier to get it. The 89 USD has no billing basis next to it, so confirm the basis before budgeting. Against Freshservice's ladder, this is the simpler shape.

   Edge: SysAid

2. 02

   Freshservice Starter, Growth and Pro in order

   Freshservice lists Starter at 19, Growth at 49 and Pro at 99 USD per agent per month, billed annually, with Enterprise on custom terms. Starter covers incident, knowledge, task management and a support portal. Growth adds service catalog, SLA management, on-call and cloud management. Pro adds problem, change, major incident, workload and release management. A desk that only needs tickets and a portal pays very little, which is the real strength of this structure for smaller teams.

   Edge: Freshservice

3. 03

   Cost of reaching change control

   Put the two lists side by side for a team that needs change and problem management. At Freshservice that means Pro, listed at 99 USD per agent per month billed annually. At SysAid it means Professional, listed at 89 USD per agent per month, where change and problem are already included. On the numbers we read, SysAid is ten dollars lower per agent for that capability. Neither page shows a full cost for a given user count, and SysAid says final cost depends on users and assets.

   Edge: SysAid

4. 04

   Trial length and what it unlocks

   Freshservice opens a 14-day free trial with unrestricted access to all features, so a team can test change and release management before choosing a plan. SysAid's FAQ says a free trial gives access to all features with no credit card or commitment, but the trial length is left out. Both are fair ways to test before buying. Freshservice is clearer about the time you have, which helps when you need to plan a proof of concept.

   Edge: Freshservice

5. 05

   Add-ons, packs and quotes that move the total

   Freshservice's Freddy AI Copilot is a separate add-on at 29 USD per agent per month, and asset units can be bought in packs of 500. SysAid lists an AI copilot within Professional, while Enterprise is quoted from 20 agents and can add a private single-tenant AWS instance that Professional does not include. SysAid's FAQ adds that a consultant recommends a plan based on users and assets. Both totals therefore need a written quote at your real size.

   Depends on the buyer

6. 06

   What each website says about the company

   Freshservice's terms name Freshworks Inc., incorporated in Delaware, giving 2950 S. Delaware Street, San Mateo, California as its notice address. SysAid's about page shows only the copyright line SysAid Technologies and states no headquarters. Its contact page lists offices in Canada, Israel, Romania, Ukraine, the UK, the US, Brazil and Australia, none labelled as headquarters. Freshservice is more transparent here, even though its stated base is the United States.

   Edge: Freshservice

At which Freshservice tier does change management appear?

Pro, listed at 99 USD per agent per month billed annually. Starter and Growth do not list change management on the pricing page. Pro also adds problem, major incident, workload and release management.

Does SysAid state how long its free trial lasts?

No, the FAQ we read says a free trial gives access to all features with no credit card or commitment, but the length is not stated. Freshservice gives 14 days. If the length matters, ask SysAid in writing before you start.

Where is SysAid headquartered according to its own site?

Our reading found no answer. The about page gives only the copyright SysAid Technologies, and the contact page lists offices in eight countries without marking one as headquarters. Freshservice, by contrast, names a Delaware corporation in its terms.

• Freshservice pricing page: the three listed per-agent prices, which tier adds change management, the 14-day trial and the add-on and asset packs.
• Freshworks terms: the Delaware incorporation of Freshworks Inc. and its San Mateo address.
• SysAid pricing page: the 89 USD Professional price, the included processes, the quoted Enterprise tier and the trial FAQ.
• SysAid about page: the copyright line with no stated headquarters and the list of office countries.