SysAid vs Zendesk comparison

SysAid and Zendesk are both solutions in the Help Desk Software category. SysAid is ranked #25, while Zendesk is ranked #5 with an average rating of 7.3. SysAid holds a 1.6% mindshare in HDS, compared to Zendesk’s 5.2% mindshare. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 91% of Zendesk users who would recommend it.

SysAid

Read 10 SysAid reviews

1,224 Views
894 Comparison Views

90% willing to recommend

Zendesk

Read 68 Zendesk reviews

6,189 Views
2,723 Comparison Views

91% willing to recommend

SysAid

Zendesk

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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 2026).

Buyer's Guide

SysAid vs. Zendesk

January 2026

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Helped 882,961 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

25th

Ranking in IT Service Management (ITSM)

25th

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

5th

Ranking in IT Service Management (ITSM)

6th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (4th), CRM (8th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (21st), AI IT Support (7th)

Mindshare comparison

As of February 2026, in the Help Desk Software category, the mindshare of SysAid is 1.6%, up from 0.7% compared to the previous year. The mindshare of Zendesk is 5.2%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	5.2%
SysAid	1.6%
Other	93.2%

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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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

Read full review

Quotes from Members

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

Pros

"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."

"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."

"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."

"The solution can scale."

"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."

"The simplicity of the solution is excellent."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

More SysAid pros

"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."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"The initial setup is simple and straightforward."

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

"The stability has been very good."

More Zendesk pros

Cons

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

"There is a learning curve for the users."

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

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"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 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."

"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."

"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."

More SysAid cons

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI."

"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."

"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."

"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."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more of its capabilities."

More Zendesk cons

Pricing and Cost Advice

"We saw our investment back at the end of year one."

"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."

"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."

"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."

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

"The pricing of SysAid is less than its competitors."

"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."

"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."

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

"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."

"The price is very competitive."

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Comms Service Provider

11%

Financial Services Firm

Performing Arts

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

Questions from the Community

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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 ...

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

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

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What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

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Compared 21% of the time

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Compared 14% of the time

HaloITSM vs SysAid

Compared 12% of the time

Teamwork vs SysAid

Compared 6% of the time

N-able MSP Manager vs SysAid

Compared 4% of the time

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Compared 12% of the time

Freshservice vs Zendesk

Compared 6% of the time

JIRA Service Management vs Zendesk

Compared 6% of the time

NICE CXone vs Zendesk

Compared 3% of the time

Freshdesk vs Zendesk

Compared 3% of the time

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Product Reports

Buyer's Guide

SysAid

January 2026

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Buyer's Guide

Zendesk

January 2026

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

SysAid

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.

Zendesk

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 2026

Free Report: SysAid vs. Zendesk

Find out what your peers are saying about SysAid vs. Zendesk and other solutions. Updated: January 2026.

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