| 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 |
 Zendesk Suite | Score8.8 out of 10 | N/A | Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low. | $69 per month per agent |
| SysAid | Zendesk Suite | |||||||||||||||
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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. | 20% discount available with annual pricing. | ||||||||||||||
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| SysAid | Zendesk Suite | |
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| Considered Both Products | 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. 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 Sysaid is a budget software for the most part. It gives similar functionality but a smaller community, more outdated platform, and, for lack of a better term, "clunkyness". In my opinion, the big competitors give better features, smoother UI, and a deeper community for a bigger … 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 SysAid was a better price and offered more for ITSM than Zendesk did. Zendesk was more customer based whereas I needed more of a company-based solution. I wanted this to manage internal tickets and not for outside tickets. this helps make sure that our employees are having a … 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 Zendesk doesn't comply with ITSM/ITIL guidelines and we were not able to manage tickets based on their type. 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 SysAid is a completely different product and althought ZenDesk may have it's looks, it is badly implemented and badly designed for IT interfaces, requiring multiple add-ons and paid integrations. SysAid has everything you need out of the box and is built for IT admins, which … 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 Other software were either more expensive or were lacking some features. We looked at Freshservice a year ago but the gain was not enough to cover the more expensive product and the cost of changing the ITSM. Zendesk is well known, but lacks some features like an asset manager. … 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 | |
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| Would buy again | ||
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| Delivers good value for the price | ||
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| Happy with the feature set | ||
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| Lived up to sales and marketing promises | ||
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| Implementation went as expected | ||
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| SysAid | Zendesk Suite | |
|---|---|---|
| Likelihood to Recommend | 9.3 | 9.0 |
| Likelihood to Renew | 8.9 | 10.0 |
| Usability | 8.0 | 8.9 |
| Availability | 9.1 | 8.6 |
| Performance | 9.1 | 8.0 |
| Support Rating | 7.5 | 5.5 |
| In-Person Training | 9.1 | 10.0 |
| Online Training | 9.1 | 7.9 |
| Implementation Rating | 8.5 | 9.0 |
| Configurability | 9.1 | 9.3 |
| Contract Terms and Pricing Model | 9.1 | - |
| Ease of integration | 9.1 | - |
| Product Scalability | 9.1 | - |
| Professional Services | 9.1 | - |
| Vendor post-sale | 9.1 | - |
| Vendor pre-sale | 9.1 | - |
