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IT Help Desk vs SysAid Comparison

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Overview

Use Comindware’s graphical Workflow Builder and Form Builder to interactively customize IT workflow processes and measure...

Category Leaders

Transform agent productivity, enhance end-user experience, and drive value across your organization, with multi-layered service...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

No reviews

5

4

3

2

1

0

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support

5

4

3

2

1

220

87

21

9

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

Not enoughreviews yet

Pros

We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.

BS

Bob S.

Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.

CN

Coy N.

I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.

TH

Tim H.

Cons

Not enoughreviews yet

Cons

Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.

JW

Joe W.

Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.

Erick V.

Emails notifications is ugly. Not intuitive software, hardly understandable at first.

MG

Marius G.

  • Vendor responds to reviews
  • Last reviewN/A
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features2
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcode / Ticket Scanning
  • Benchmarking
  • CMDB
  • CPU Monitoring
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Forms
  • Dashboard
  • Document Storage
  • Email Management
  • Employee Portal
  • Event Logs
  • Gantt/Timeline View
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Productivity Analysis
  • Profitability Analysis
  • Project Management
  • Project Time Tracking
  • Queue Management
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SSL Security
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timer
  • Uptime Reporting
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management
  • Total features90
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Reporting
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Approval Process Control
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcode / Ticket Scanning
  • Benchmarking
  • CMDB
  • CPU Monitoring
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Customizable Branding
  • Customizable Forms
  • Dashboard
  • Document Storage
  • Email Management
  • Employee Portal
  • Event Logs
  • Gantt/Timeline View
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Portfolio Management
  • Predictive Analytics
  • Prioritization
  • Problem Management
  • Productivity Analysis
  • Profitability Analysis
  • Project Management
  • Project Time Tracking
  • Queue Management
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Role-Based Permissions
  • SSL Security
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Third Party Integrations
  • Timer
  • Uptime Reporting
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrationsN/A
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations20
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

SysAid logo

SysAid

We use Sysaid to manage our IT helpdesk

Reviewed 3 years ago

360 managment of the IT help desk

Pros

The system is very intuitive and user friendly. I like the idea that users can open a ticket only via the e-mail.

Cons

The system does not contain advanced options of SLA management. The system screens have limited customization options

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SysAid logo

SysAid

Solid Track Record with SysAid

Reviewed 2 years ago

We are an IT service provider and software and hardware reseller. We've sold SysAid software to our customers for 15 years and have found SysAid ITSM to be an excellent help desk solution for many of our customers. We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible. I'd recommend SysAid software for any organization looking to efficiently manage their IT help desk.

Pros

SysAid ITSM has helped many of our customers streamline their help desk functions and dramatically increase their IT help desk efficiency.

Cons

We probably like the cost the least, but SysAid provides a solid value for the money. Cheap and free help desk solutions just cannot compete with the SysAid solution. You do get what you pay for.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

SysAid logo

SysAid

IT staff can manage outages with improved speed. Great visualization.

Reviewed 3 years ago

Overall this product is something to consider when looking for a management tool, tracking of assets and keeping up with user request.

Pros

This entire system is set up to run an IT help desk. Great asset visualization and network detection. Its features are rich, configurable, and highly-scalable help desk solution suitable for any business especially large organization like mine.

Cons

Has an overly tabbed and sectioned user interface (UI). The user interface (UI) was not easy to understand at a first glance.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

SysAid logo

SysAid

Great value for robust Help Desk software

Reviewed 2 years ago

Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Pros

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Cons

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SysAid logo

SysAid

Great product, wish we had the full version

Reviewed a year ago

We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Pros

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Cons

This is difficult for us as we do not have the full/complete version of Sysaid. 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 licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

SysAid logo

SysAid

Great product that keeps updating

Reviewed a year ago

We have used SysAid for many years now as our primary IT Help Desk ticketing system, and many additional departments have requested to be added to the system over time and is now used across much of the organization for workflow actions.

Pros

The ITIL aspects of SysAid are great, and I like that they fully embrace ITIL. The software is highly customizable.

Cons

Remote control and integrations need some love.