SysAid vs Zoho Desk comparison

SysAid and Zoho are both solutions in the Help Desk Software category. SysAid is ranked #19 with an average rating of 8.5, while Zoho is ranked #7 with an average rating of 8.3. SysAid holds a 0.7% mindshare in HDS, compared to Zoho’s 2.7% mindshare. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

SysAid

Read 10 SysAid reviews

423 Views
223 Comparison Views

90% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

1,365 Views
775 Comparison Views

90% willing to recommend

SysAid

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SysAid and Zoho Desk compete in providing service management and customer support solutions. SysAid appears to have an advantage in customization and deployment options, while Zoho Desk excels in customer communication management and consistent customer support.

Features: SysAid provides extensive customization capabilities, system integration options, and valuable tools such as the BI Analytics module, change management workflows, and self-service portals. Zoho Desk is strong in consolidating customer contacts across channels, offers robust social media integrations, and facilitates efficient inquiry management through its intuitive interface.

Room for Improvement: SysAid can improve its Knowledge Base with interactive features and enhance asset management options. The absence of a mobile app is also noted. Zoho Desk could benefit from better service management integration and more flexible response customization. Improvements in social media management and offering a night mode interface are additional areas suggested.

Ease of Deployment and Customer Service: SysAid supports both on-premises and cloud deployments, offering flexibility but lacks a mobile app. Zoho Desk primarily deploys in cloud environments with hybrid options, suiting modern enterprises. SysAid receives mixed support reviews, while Zoho Desk provides efficient 24/7 support but lacks depth in IT service management queries.

Pricing and ROI: SysAid is praised for competitive pricing and offers reasonable licensing options, enabling quick ROI through process efficiencies. Zoho Desk, priced per user, provides flexible subscription models and offers significant value, especially with the Zoho One package. SysAid focuses on feature value, while Zoho Desk emphasizes cost-effectiveness.

To learn more, read our detailed SysAid vs. Zoho Desk Report (Updated: April 2025).

Buyer's Guide

SysAid vs. Zoho Desk

April 2025

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Helped 846,617 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

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (18th)

Zoho Desk

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SysAid is 0.7%, down from 0.7% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.5% 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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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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."

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

"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."

"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."

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

"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."

"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

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The initial setup is easy."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

"It is a scalable platform."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The solution doesn't have any bugs."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

More Zoho Desk pros

Cons

"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."

"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 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."

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

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

"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."

"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

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"Zoho Desk needs to be enhanced to support IT service management policies."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"As per customer requirements, it may have some limitations."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"The solution could improve its stability and scalability."

"It could be easier to link Zoho Desk and Outlook."

More Zoho Desk cons

Pricing and Cost Advice

"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."

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

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

"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."

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The product costs $10 to $25 per user per month."

"Zoho Desk's pricing is more flexible."

"Zoho Desk's cost is pretty much okay."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"For what it does, it's quite cheap."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

12%

Retailer

Construction Company

Educational Organization

58%

Computer Software Company

10%

Manufacturing Company

Media 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 Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

ServiceNow vs SysAid

Compared 36% of the time

JIRA Service Management vs SysAid

Compared 33% of the time

Teamwork vs SysAid

Compared 31% of the time

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ServiceNow vs Zoho Desk

Compared 52% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

SysAid

March 2025

Download SysAid product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

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.

SysAid

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

SysAid vs. Zoho Desk

April 2025

Free Report: SysAid vs. Zoho Desk

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