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LiveAgent vs SysAid comparison

QualityUnit and SysAid are both solutions in the Help Desk Software category. QualityUnit is ranked #38, while SysAid is ranked #19 with an average rating of 8.5. QualityUnit holds a 0.3% mindshare in HDS, compared to SysAid’s 0.7% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 Comparison Views
100% willing to recommend
SysAid
Read 10 SysAid reviews
  • 423 Views
  • 223 Comparison Views
90% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and LiveAgent compete in IT service management and customer support solutions. SysAid generally has an edge in integration capabilities, while LiveAgent is noted for its extensive feature set despite higher pricing.

Features: SysAid offers asset management, ITIL-aligned processes, and automation capabilities, making it ideal for enterprises needing extensive integrations. LiveAgent provides a multichannel support platform including email, chat, and social media integration with seamless communication tools that enhance customer interaction.

Ease of Deployment and Customer Service: SysAid offers flexible on-premises and cloud deployment to meet various business needs, supported by a robust customer service network. LiveAgent's primarily cloud-based solution simplifies deployment and reduces time-to-launch, with prompt responses enhancing user experience.

Pricing and ROI: SysAid's pricing may involve a higher initial setup cost, with ROI from comprehensive asset management efficiencies. LiveAgent, often with a higher price, provides a transparent pricing model and quicker ROI due to rapid deployment and expansive interaction tools.

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To learn more, read our detailed LiveAgent vs. SysAid Report (Updated: April 2025).
Buyer's Guide
LiveAgent vs. SysAid
April 2025
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Helped 847,625 peers since 2012

Review summaries and opinions

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

Categories and Ranking

LiveAgent
Ranking in Help Desk Software
38th
Ranking in IT Service Management (ITSM)
43rd
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
Knowledge Management Software (15th)
SysAid
Ranking in Help Desk Software
19th
Ranking in IT Service Management (ITSM)
18th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
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Todd Blake - PeerSpot reviewer
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.
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Quotes from Members

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

Pros

"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"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."
"The simplicity of the solution is excellent."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"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 SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"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."
"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."
More SysAid pros
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"SysAid has fewer AI features compared to other tools."
"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."
"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."
"Currently, SysAid does not have a mobile application."
"We would like them to approve the security functionalities, e.g., management security features."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"There is a learning curve for the users."
"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."
More SysAid cons
 

Pricing and Cost Advice

Information not available
"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."
"We saw our investment back at the end of year one."
"The pricing of SysAid is less than its competitors."
"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."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
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847,625 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
14%
Financial Services Firm
12%
Retailer
8%
Construction Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about SysAid?
SysAid is more user-friendly, and its configuration is easier than other tools.
See all answers
What is your experience regarding pricing and costs for SysAid?
Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.
See all answers
What needs improvement with SysAid?
With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.
See all answers
 

Comparisons

No data available
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ServiceNow vs SysAid
Compared 36% of the time
JIRA Service Management vs SysAid Logo
JIRA Service Management vs SysAid
Compared 33% of the time
Teamwork vs SysAid Logo
Teamwork vs SysAid
Compared 31% of the time
More SysAid Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
March 2025
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
SysAid
March 2025
SysAid reportDownload SysAid product report
 

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

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.

SysAid
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
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
Buyer's Guide
LiveAgent vs. SysAid
April 2025
Free Report: LiveAgent vs. SysAid
Find out what your peers are saying about LiveAgent vs. SysAid and other solutions. Updated: April 2025.
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