We performed a comparison between ManageEngine ServiceDesk Plus and SysAid based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"I rate the solution a ten out of ten for scalability."
"The most valuable feature is the ticketing system which is working well."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The solution can scale."
"I would say the overall flexibility of the product is its most valuable feature."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The simplicity of the solution is excellent."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The documentation could be improved."
"The solution, overall, is expensive."
"Improvement is needed in the Software Assets Management functionality."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The UI for the app needs improvement."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"Offers very limited customizations."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"We would like them to approve the security functionalities, e.g., management security features."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SysAid is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management. See our ManageEngine ServiceDesk Plus vs. SysAid report.
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