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Spiceworks Cloud Help Desk vs. SysAid

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Spiceworks Cloud Help Desk

    Score6.8 out of 10
    N/ASpiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.

    $0

    (free for 1-5 Seats)

    SysAid

    Score9.1 out of 10
    Mid-Size Companies (51-1,000 employees)
    SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
    Pricing
    Spiceworks Cloud Help DeskSysAid
    Editions & Modules
    Core Plan
    $0
    Premium
    $6
    per month per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Spiceworks Cloud Help DeskSysAid
    Free Trial
    NoYes
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoYes
    Entry-level Setup FeeNo setup feeRequired
    Additional Details—SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
    More Pricing Information
    Community Pulse
    Spiceworks Cloud Help DeskSysAid
    Considered Both Products
    Spiceworks Ziff Davis
    Chose Spiceworks Cloud Help Desk
    [Its] simplicity, [the] easy user interface for both technicians and end-users, and stability, plus the ability to locally control data access (we're highly regulated regarding privacy and records rights), puts it in its own class. While it may not do everything larger systems …
    Incentivized
    SysAid Technologies
    Chose SysAid
    There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
    Incentivized
    Chose SysAid
    It was a lot less expensive, easy to use, and has all the features that you will need. Support is great and easy to work with.
    Incentivized
    Chose SysAid
    The Spiceworks cloud helpdesk is a good, free alternative to paid helpdesk options. However, because it's free it's limited in functionality. We chose SysAid as it has all the features we desired such as strong change control, and more extras such as the remote support function …
    Incentivized
    Chose SysAid
    I can't comment as we did not demo either product.
    Incentivized
    Chose SysAid
    SysAid is a better management tool when it comes to [the] help desk and user experience. You can create your own templates and apply [them] to the wide business. Asset Management is quite simple to set up and gives you a good overview [of] your assets. CMDB is something that …
    Incentivized
    Chose SysAid
    SysAid is able to be deployed throughout company without having to be in front of a PC to install its agent. We were unable to do this with Spiceworks and we are not sure how to get support from Spiceworks to solve this issue. SysAid interface is easier to use and more user …
    Incentivized
    Chose SysAid
    We had ample experience previously with SysAid and when we evaluated the aforementioned alternatives we went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we …
    Incentivized
    Chose SysAid
    It allows for easier visibility of assigned tasks thus officers provide a quicker feedback or resolution to issues.
    Incentivized
    Chose SysAid
    SysAid takes 10000% longer to implement and configure, but there's power in that. If you need that, then a product like SysAid is better. Again though, it's a large time sink, so if you don't have the time or staff to implement it, you can either pay them to help more, or …
    Incentivized
    Chose SysAid
    So much better as far as back end setup and management.
    Incentivized
    Chose SysAid
    SysAid provides good benefits and the cost is reasonable. You can do more deep insights with your data on premise, but costs increase.
    Incentivized
    Chose SysAid
    Spiceworks is good for a small ticketing system. No workflows available.
    Incentivized
    Chose SysAid
    These both were more than comparable to it.
    Incentivized
    Key User Insights
    Would buy again
    No answers on this topic
    No answers on this topic
    Delivers good value for the price
    No answers on this topic
    No answers on this topic
    Happy with the feature set
    No answers on this topic
    No answers on this topic
    Lived up to sales and marketing promises
    No answers on this topic
    No answers on this topic
    Implementation went as expected
    No answers on this topic
    No answers on this topic
    Features
    Spiceworks Cloud Help DeskSysAid
    Incident and problem management
    Comparison of Incident and problem management features of Spiceworks Cloud Help Desk and SysAid
    Feature
    Spiceworks Cloud Help Desk
    8.5
    55 Ratings
    SysAid
    9.1
    178 Ratings
    Organize and prioritize service tickets8.054 Ratings9.9177 Ratings
    Expert directory8.047 Ratings8.0144 Ratings
    Subscription-based notifications9.042 Ratings9.9127 Ratings
    ITSM collaboration and documentation6.045 Ratings9.4145 Ratings
    Ticket creation and submission10.054 Ratings00 Ratings
    Ticket response10.053 Ratings00 Ratings
    Service restoration00 Ratings8.8125 Ratings
    Self-service tools00 Ratings8.3171 Ratings
    ITSM reports and dashboards00 Ratings9.4154 Ratings
    Self Help Community
    Comparison of Self Help Community features of Spiceworks Cloud Help Desk and SysAid
    Feature
    Spiceworks Cloud Help Desk
    7.0
    52 Ratings
    SysAid
    -
    Ratings
    External knowledge base7.048 Ratings00 Ratings
    Internal knowledge base7.048 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Spiceworks Cloud Help Desk and SysAid
    Feature
    Spiceworks Cloud Help Desk
    9.0
    52 Ratings
    SysAid
    -
    Ratings
    Customer portal9.046 Ratings00 Ratings
    IVR7.011 Ratings00 Ratings
    Social integration8.927 Ratings00 Ratings
    Email support10.046 Ratings00 Ratings
    Help Desk CRM integration9.928 Ratings00 Ratings
    ITSM asset management
    Comparison of ITSM asset management features of Spiceworks Cloud Help Desk and SysAid
    Feature
    Spiceworks Cloud Help Desk
    -
    Ratings
    SysAid
    8.6
    154 Ratings
    Configuration mangement00 Ratings9.8144 Ratings
    Asset management dashboard00 Ratings8.9151 Ratings
    Policy and contract enforcement00 Ratings7.1103 Ratings
    Change management
    Comparison of Change management features of Spiceworks Cloud Help Desk and SysAid
    Feature
    Spiceworks Cloud Help Desk
    -
    Ratings
    SysAid
    9.8
    143 Ratings
    Change requests repository00 Ratings9.8130 Ratings
    Change calendar00 Ratings9.8109 Ratings
    Service-level management00 Ratings9.8135 Ratings
    User Ratings
    Spiceworks Cloud Help DeskSysAid
    Likelihood to Recommend
    10.0
    (83 ratings)
    9.3
    (180 ratings)
    Likelihood to Renew
    10.0
    (29 ratings)
    8.9
    (19 ratings)
    Usability
    9.0
    (9 ratings)
    8.0
    (45 ratings)
    Availability
    10.0
    (3 ratings)
    9.1
    (5 ratings)
    Performance
    8.0
    (1 ratings)
    9.1
    (5 ratings)
    Support Rating
    8.7
    (26 ratings)
    7.5
    (53 ratings)
    In-Person Training
    -
    (0 ratings)
    9.1
    (2 ratings)
    Online Training
    -
    (0 ratings)
    9.1
    (3 ratings)
    Implementation Rating
    10.0
    (7 ratings)
    8.5
    (11 ratings)
    Configurability
    -
    (0 ratings)
    9.1
    (2 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    9.1
    (14 ratings)
    Ease of integration
    -
    (0 ratings)
    9.1
    (3 ratings)
    Product Scalability
    10.0
    (1 ratings)
    9.1
    (5 ratings)
    Professional Services
    -
    (0 ratings)
    9.1
    (9 ratings)
    Vendor post-sale
    -
    (0 ratings)
    9.1
    (4 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    9.1
    (4 ratings)