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ManageEngine ServiceDesk Plus vs SysAid Comparison

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Overview

Category Leaders

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to...

Category Leaders

SysAid is the most advanced AI-Powered IT Service Management platform in the market. By placing AI front and center in the...

  • 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

120

/user

Per year

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

79

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

207

5

4

3

2

1

116

67

16

5

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

4.5

441

5

4

3

2

1

287

118

24

10

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
It gives the chance to create tickets with greater level of detail and that makes the time to resolution quicker, with less re-opened tickets and increased user satisfaction.
User friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

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.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.

Cons

Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now.
Remote project management does not work for all platforms. Another disadvantage is that the software needs frequent updates.
Then sales contacts you a few days later. The sales person was rude and refused to renew our free license because I refused to buy any of the paid add ons or for a support license.

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.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features79
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • CMDB
  • CPU Monitoring
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Logs
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • IT Risk Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Localization Automation
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Remote Access & Monitoring
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Allocation & Planning
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Third-Party Integrations
  • Uptime Reporting
  • User Management
  • Virtual Assistant
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management
  • Total features123
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Approval Process Control
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Management
  • Bandwidth Monitoring
  • Barcode/Ticket Scanning
  • Barcoding/RFID
  • Benchmarking
  • CMDB
  • CPU Monitoring
  • Call Center Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Chatbot
  • Check-in/Check-out
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Database
  • Customer History
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Depreciation Management
  • Disposal Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Event Logs
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Incident Management
  • IT Reporting
  • IT Risk Management
  • Incident Management
  • Incident Reporting
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • License Management
  • Live Chat
  • Localization Automation
  • Location Tracking
  • Macros/Templated Responses
  • Maintenance Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Patch Management
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Projections
  • Purchase Order Management
  • Real-Time Chat
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Recurring Issues
  • Release & Deployment
  • Release Management
  • Remote Access & Monitoring
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Resource Allocation & Planning
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Safety Incident Management
  • Scheduled/Automated Reports
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Third-Party Integrations
  • Uptime Reporting
  • User Management
  • Virtual Assistant
  • Visual Analytics
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations30
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite
  • Total integrations24
  • Bitbucket
  • Datadog
  • Dropbox Business
  • GitHub
  • GitLab
  • Google Drive
  • HubSpot CRM
  • Jenkins
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Teams
  • NetSuite
  • PagerDuty
  • ServiceNow
  • Shopify
  • Slack
  • Trello
  • Zapier
  • Zendesk Suite

User reviews that mention these apps

AG
AvatarImg

Austin G.

Accounting, 501-1,000 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

SysAid logo

SysAid

Good for a small/medium sized business

Reviewed 6 years ago
Pros

This program is very simple and includes many out of the box workflows and templates. It was easy to use and intuitive as well as aligned with ITIL best practices.

Cons

Compared with some of the other Help Desk tools out there like ManageEngine, Axios Assyst and Agiloft, it did not have as much freedom when it came to customization and automation of workflows.

AR
AvatarImg

Verified reviewer

Information Technology and Services,

Review source

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

Share this review:

SysAid logo

SysAid

A great servicedesk product

Reviewed 10 years ago

An easy to use servicedesk. We had it up and running in short time without external help. Our users are very happy with the ticketing system. A smal agent installed allows us to keep track of our assets, including installed software and hardware.

Pros

Easy to use.

Cons

It shouls be easier to customize forms.

LE
AvatarImg

Lexy E.

Information Technology and Services, 1-10 employees

Used daily for 1-2 years

Review source

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

Share this review:

SysAid logo

SysAid

It is a simple product to use.

Reviewed 7 years ago

Being cloud based is a major bonus plus the end user portal is a big help for my clients.

Pros

The ease of submission of tickets for my clients. Very good at keeping track of the important things for my company.

Cons

The customization of the product, takes many, many months to fully get integrated into environment. Would love to see the ability to adjust certain things on the fly instead of having to scrap everything you doing to go to a different area, add and then return back to what you were doing.

RB
AvatarImg

Ryan B.

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

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 5 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.

AR
AvatarImg

Verified reviewer

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

Flexibility and customizability of Sysaid

Reviewed 3 years ago

I have enjoyed use of the sysaid platform and will continue to recommend it to organizations for quick delivery. It is cost effective and has a great support structure.

Pros

I liked the flexibility and ease of implementation of this software. Also, it was easily customizable to suit our specific need, this was a major plus for us.

Cons

Interconnectivity to certain applications such as solarwinds and sharepoint is somewhat challenged (mostly due to security requirements from my organization which is limiting achievement).

JR
AvatarImg

Joseph R. S.

Retail, 10,001+ employees

Used weekly for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

Trust me, you need this tool

Reviewed 5 years ago
Pros

One of my smaller ventures did not think they needed any sort of IT infrastructure which we quickly found out was not feasible. We didn't want something too complicated and this tool delivered. Plus, it's a one stop shop.

Cons

Load times for certain reports or data could have been faster and there were times when things would stop responding and we needed to refresh, but not often enough for it to be a problem.

JS
AvatarImg

Johannes S.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

SysAid best ITIL based IT Support tool in the market

Reviewed 7 months ago

We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Pros

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Cons

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

AB
AvatarImg

Alex B.

Automotive, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

Good overall experience with Sysaid

Reviewed 3 years ago
Pros

Sysaid is a very flexible and easy tool to manage IT operations both customer side and IT side. Communication with internal customers is easy and storing of information and documentation about incidents and problems is efficient. Application is flexible to be customized and integrated with external business intelligence tools. My overall experience with Sysaid is satisfying and better than previous experiences with other incident management systems. Cloud infrastructure is a plus.

Cons

Knowledge base should be easier to access for internal customers in order to improve their awareness on the incidents they are opening.

AR
AvatarImg

Verified reviewer

Used daily for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

A simple and feature rich helpdesk solution for your business

Reviewed 6 years ago
Pros

The cost to own this application is externally lower than most of the other Helpdesk software on the market. The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request. Also, the application can utilise open source databases such as MySQL to store its' data, which results in a massive reduction in the cost of ownership.

Cons

I think the application needs to be a bit more optimised for use in large organisation due slowness issues when a large number of persons are using the system at once.

VA
AvatarImg

Victor A.

Construction, 51-200 employees

Used other for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

SysAid the Total Solution!

Reviewed 6 years ago

I would recommend this Solution to cover all the ITIL and ITSM needs of your IT Department and keep all your IT assets well managed.

Pros

SysAid has almost everything your IT staff will need to efficiently manage the company assets and help desk processes. Enhancing the process of first response to the business internal requirements, also for those companies that offers services will fit as a wonderful solution to It is a great combination of help desk, asset management, remote control and IT activity analysis solutions, in one simple, easy-to-access platform and it support multi-language that makes it a plus for multicultural IT teams.

Cons

There's no freemium version available, you can test it for sure using the free trial but won't allow to go further testing the whole package besides that I can't find anything else that will turn against into the features of this great system.

JP
AvatarImg

Jonathan P.

Business Supplies and Equipment, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

SysAid logo

SysAid

Sysaid Rocks

Reviewed 5 years ago
Pros

Sysaid not only helps you streamline your day to day helpdesk activity but also a number of other key IT-related tasks. Using the workflows you can automate new starts leaver where you require notification to multiple departments. With Sysaids self-service unlock you don't need another app to allow user unlock their accounts and this saves on the footprint on your device with only one agent. and with escalation rules and routing you can automate communication to users. And lastly its asset management allows me to proactively monitor my servers and devices plus it keeps my asset inventory up to date

Cons

The project module needs some love and attention i don't find it works well for me compared to simple tools like trello. But in saying that it's a minor issue.