| 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 |
 Zoho Desk | Score7.8 out of 10 | N/A | Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com. | $9 per month per user |
| SysAid | Zoho Desk | |||||||||||||||
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| Editions & Modules | No answers on this topic |
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| Entry-level Setup Fee | Required | Required | ||||||||||||||
| Additional Details | SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management. | A discount is offered for yearly billing. | ||||||||||||||
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| SysAid | Zoho Desk | |
|---|---|---|
| Considered Both Products | Chose SysAid We chose SysAid due to the customizable features and workflow process. While Zoho did integrate easily with Microsoft, we are able to utilize Single Sign-on with Azure in SysAid. 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 | No answer on this topic |
| 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 | |
| SysAid | Zoho Desk | |||||||||||||||||||||||||||||||
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| Incident and problem management |
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| Change management |
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| SysAid | Zoho Desk | |
|---|---|---|
| Likelihood to Recommend | 9.3 | 7.8 |
| Likelihood to Renew | 8.9 | - |
| Usability | 8.0 | 9.4 |
| Availability | 9.1 | - |
| Performance | 9.1 | - |
| Support Rating | 7.5 | 8.7 |
| In-Person Training | 9.1 | - |
| Online Training | 9.1 | - |
| Implementation Rating | 8.5 | - |
| Configurability | 9.1 | - |
| 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 | - |
