Spiceworks vs SysAid comparison

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1,233 views|648 comparisons
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974 views|459 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Spiceworks 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.
To learn more, read our detailed Spiceworks vs. SysAid Report (Updated: March 2024).
763,955 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.""It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status.""Spiceworks is generic and free.""Helpdesk and inventory are both equally valuable, and they form the true core of the product.""The solution is very stable. It's reliable and efficient.""It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front.""If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place.""The most valuable features are the inventory and personalization."

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"The simplicity of the solution is excellent.""The solution can scale.""SysAid is more user-friendly, and its configuration is easier than other tools.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.""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.""It tracks everything that the technicians are doing. We can account for time and manage resources.""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."

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Cons
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance.""I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves.""Sometimes, it can be difficult to integrate what you need.""Since Spiceworks is a free tool, it's not very scriptable or customizable.""With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use.""The network mapping could be improved. Putting together an actual bonafide network map would be really nice.""Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it.""There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."

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"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.""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.""Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help.""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.""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.""There is a learning curve for the users.""We would like them to approve the security functionalities, e.g., management security features.""Currently, SysAid does not have a mobile application."

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Pricing and Cost Advice
  • "The product is free! Get it now."
  • "It's free."
  • "It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."
  • "Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."
  • "The tool is cheap."
  • More Spiceworks Pricing and Cost Advice →

  • "The pricing of SysAid is less than its competitors."
  • "Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
  • "Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • "Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
  • More SysAid Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The solution is easy to use and easy to manage.
    Top Answer:The GUI must be improved. The GUI looks old-fashioned. The vendor must do some web development for it.
    Top Answer:SysAid is more user-friendly, and its configuration is easier than other tools.
    Top Answer:Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.
    Top Answer:With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
    Ranking
    22nd
    out of 59 in Help Desk Software
    Views
    1,233
    Comparisons
    648
    Reviews
    4
    Average Words per Review
    540
    Rating
    7.0
    19th
    out of 59 in Help Desk Software
    Views
    974
    Comparisons
    459
    Reviews
    2
    Average Words per Review
    471
    Rating
    8.5
    Comparisons
    Learn More
    Overview
    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.

    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    Sample Customers
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
    Top Industries
    REVIEWERS
    Manufacturing Company16%
    Construction Company10%
    Educational Organization6%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm8%
    Government8%
    Construction Company6%
    REVIEWERS
    University29%
    Healthcare Company29%
    Leisure / Travel Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Computer Software Company15%
    Financial Services Firm9%
    Retailer8%
    Insurance Company8%
    Company Size
    REVIEWERS
    Small Business50%
    Midsize Enterprise29%
    Large Enterprise21%
    VISITORS READING REVIEWS
    Small Business32%
    Midsize Enterprise19%
    Large Enterprise49%
    REVIEWERS
    Small Business50%
    Midsize Enterprise10%
    Large Enterprise40%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise14%
    Large Enterprise58%
    Buyer's Guide
    Spiceworks vs. SysAid
    March 2024
    Find out what your peers are saying about Spiceworks vs. SysAid and other solutions. Updated: March 2024.
    763,955 professionals have used our research since 2012.

    Spiceworks is ranked 22nd in Help Desk Software with 5 reviews while SysAid is ranked 19th in Help Desk Software with 2 reviews. Spiceworks is rated 7.8, while SysAid is rated 8.4. The top reviewer of Spiceworks writes "Allows for separate accounts for different enterprises, enabling efficient management of computers across various sites and clients". On the other hand, the top reviewer of SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and PRTG Network Monitor, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Freshdesk and BMC Helix ITSM. See our Spiceworks vs. SysAid report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.