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SysAid Logo
1,242 views|729 comparisons
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3,101 views|2,698 comparisons
Featured Review
Find out what your peers are saying about SysAid vs. Zendesk Guide and other solutions. Updated: November 2021.
552,305 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""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.""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 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.""The simplicity of the solution is excellent.""The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""It tracks everything that the technicians are doing. We can account for time and manage resources.""The solution can scale."

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"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""The product offers very good management. It has a great ability to assign tickets based on content.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

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Cons
"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.""We would like them to approve the security functionalities, e.g., management security features.""Currently, SysAid does not have a mobile application.""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.""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.""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."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

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Pricing and Cost Advice
"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.""We saw our investment back at the end of year one.""SysAid is a good solution, especially from a pricing perspective.""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."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Questions from the Community
Top Answer: The simplicity of the solution is excellent.
Top Answer: The pricing is very good. It's an affordable tool in comparison to other market leaders.
Top Answer: In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
Top Answer: It is very easy to connect back and forth between the requester and the person fulfilling the ticket.
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester… more »
Ranking
Views
1,242
Comparisons
729
Reviews
7
Average Words per Review
1,908
Rating
8.3
Views
3,101
Comparisons
2,698
Reviews
3
Average Words per Review
1,107
Rating
7.0
Comparisons
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Overview

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.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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Learn more about Zendesk Guide
Sample Customers
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
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
VISITORS READING REVIEWS
Computer Software Company24%
Comms Service Provider24%
Retailer12%
Government6%
REVIEWERS
Computer Software Company26%
Financial Services Firm13%
Construction Company9%
Marketing Services Firm9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider21%
Government7%
Insurance Company4%
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise13%
Large Enterprise50%
REVIEWERS
Small Business41%
Midsize Enterprise39%
Large Enterprise20%
Find out what your peers are saying about SysAid vs. Zendesk Guide and other solutions. Updated: November 2021.
552,305 professionals have used our research since 2012.

SysAid is ranked 7th in IT Service Management (ITSM) with 7 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 3 reviews. SysAid is rated 8.2, while Zendesk Guide is rated 7.0. The top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". SysAid is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, SCSM and Freshdesk, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, TeamViewer Servicecamp and Freshdesk. See our SysAid vs. Zendesk Guide report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) 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.