SysAid vs Zendesk comparison

SysAid and Zendesk are both solutions in the Help Desk Software category. SysAid is ranked #19 with an average rating of 8.5, while Zendesk is ranked #10 with an average rating of 7.7. SysAid holds a 0.7% mindshare in HDS, compared to Zendesk’s 4.3% mindshare. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

SysAid

Read 10 SysAid reviews

496 Views
259 Comparison Views

90% willing to recommend

Zendesk

Read 59 Zendesk reviews

1,984 Views
1,497 Comparison Views

93% willing to recommend

SysAid

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and Zendesk are both significant players in the field of IT service management and customer support, respectively. SysAid stands out with its robust service management tools and integrated asset management capabilities, making it a potent solution for IT teams. Conversely, Zendesk excels in user-centric customer support with strong integration features and is valued for its ease of use.

Features: SysAid offers comprehensive support and asset management tools, enabling flexible workflow customization and efficient self-service portals. Its in-depth reporting and automation capabilities streamline IT processes. Zendesk provides integrated ticketing and feedback mechanisms with macro and email integration for seamless customer engagement. Its multichannel support and integration with applications like JIRA enhance its service delivery.

Room for Improvement: SysAid could enhance its Knowledge Base with richer graphical content and better customer segmentation. It should also improve its automation capabilities and mobile application functionality. Zendesk needs to focus on improving customization, refining reporting functionalities, and simplifying its user interface to make support services more flexible.

Ease of Deployment and Customer Service: SysAid offers private, public cloud, and on-premises deployment options, though first-level support can be challenging, its second-level support is well-regarded. Zendesk primarily uses public and hybrid cloud solutions, noted for strong technical support with some mixed feedback on first-level resolution speed.

Pricing and ROI: SysAid is competitively priced, offering valuable features out-of-the-box which can lead to a noticeable ROI due to transparency and process automation. While Zendesk is seen as pricey, it delivers operational efficiencies and improved customer satisfaction through its multi-channel support and CX data integration, justifying its cost.

To learn more, read our detailed SysAid vs. Zendesk Report (Updated: January 2025).

Buyer's Guide

SysAid vs. Zendesk

January 2025

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Helped 831,265 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

SysAid

Ranking in Help Desk Software

19th

Ranking in IT Service Management (ITSM)

17th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

10th

Ranking in IT Service Management (ITSM)

8th

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (5th), CRM (21st), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)

Mindshare comparison

As of January 2025, in the Help Desk Software category, the mindshare of SysAid is 0.7%, down from 0.8% compared to the previous year. The mindshare of Zendesk is 4.3%, down from 4.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

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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Ahmed Nassar

Technical Consultant at Spectrum Group

Stable tool, making it reliable for handling tasks but difficult initial setup

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

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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 service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

"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."

"I would say the overall flexibility of the product is its most valuable feature."

"The solution can scale."

"SysAid is more user-friendly, and its configuration is easier than other tools."

"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 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 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."

More SysAid pros

"The stability has been very good."

"We rarely had issues with Zendesk."

"The product offers very good management. It has a great ability to assign tickets based on content."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"Zendesk Support has a lot of good APIs."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

More Zendesk pros

Cons

"Currently, SysAid does not have a mobile application."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"SysAid has fewer AI features compared to other tools."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"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."

"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."

"We would like them to approve the security functionalities, e.g., management security features."

More SysAid cons

"The dashboard could be better."

"It needs to improve in terms of its flexibility, price, and installation."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"The support team is time-consuming, and they don't find the answer to our problem."

"It wasn't easy to set up so we're only using a third of all of the features,"

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

More Zendesk cons

Pricing and Cost Advice

"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."

"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."

"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."

"SysAid is a good solution, especially from a pricing perspective."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

Computer Software Company

17%

Financial Services Firm

12%

University

Retailer

Computer Software Company

22%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

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

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

See all answers

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

See all answers

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Product Reports

Buyer's Guide

SysAid

December 2024

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Buyer's Guide

Zendesk

December 2024

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Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Learn More

SysAid

Zendesk

Overview

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.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

SysAid vs. Zendesk

January 2025

Free Report: SysAid vs. Zendesk

Find out what your peers are saying about SysAid vs. Zendesk and other solutions. Updated: January 2025.

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