| Product | Rating | Most Used By | Product Summary | Starting Price |
|---|---|---|---|---|
 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 |
 TOPdesk | Score8.8 out of 10 | Mid-Size Companies (51-1,000 employees) | TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies. | $76 per month Per agent |
| SysAid | TOPdesk | |||||||||||||||
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| Editions & Modules | No answers on this topic |
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| Entry-level Setup Fee | Required | Optional | ||||||||||||||
| Additional Details | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | The TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - Service agents based. - Discount available for annual pricing. | ||||||||||||||
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| SysAid | TOPdesk | |
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| Considered Both Products | Chose SysAid Easier to install \ configure Invited by the Vendor A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info 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 … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose TOPdesk There is no contest. TOPdesk wins in every category. Invited by TrustRadius (TR) on Vendor's Behalf A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
| 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 | |
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| Incident and problem management |
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| SysAid | TOPdesk | |
|---|---|---|
| Likelihood to Recommend | 9.3 | 8.9 |
| Likelihood to Renew | 8.9 | 9.1 |
| Usability | 8.0 | 9.0 |
| Availability | 9.1 | 9.1 |
| Performance | 9.1 | 8.1 |
| Support Rating | 7.5 | 9.1 |
| In-Person Training | 9.1 | 7.3 |
| Online Training | 9.1 | 8.0 |
| Implementation Rating | 8.5 | 9.9 |
| Configurability | 9.1 | 9.0 |
| Contract Terms and Pricing Model | 9.1 | - |
| Ease of integration | 9.1 | 6.5 |
| Product Scalability | 9.1 | 9.1 |
| Professional Services | 9.1 | - |
| Vendor post-sale | 9.1 | 9.0 |
| Vendor pre-sale | 9.1 | 9.1 |
