What users are saying about
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Top Rated
1153 Ratings
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98 Ratings

Confluence

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Top Rated
1153 Ratings
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Score 8.1 out of 100

SysAid

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98 Ratings
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Score 6.5 out of 100

Likelihood to Recommend

Confluence

I think [Atlassian] Confluence is an amazing option for larger companies however for a smaller team of less than 20 it might not be the best choice. It definitely helps our team stay connected while working remotely and we're able to stay on top of projects with ease.
Anonymous | TrustRadius Reviewer

SysAid

When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.
Giovanni Mattei | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Confluence
7.7
SysAid
Task Management
Confluence
7.9
SysAid
Gantt Charts
Confluence
7.9
SysAid
Scheduling
Confluence
7.2
SysAid
Workflow Automation
Confluence
7.9
SysAid
Mobile Access
Confluence
7.2
SysAid
Search
Confluence
7.8
SysAid
Visual planning tools
Confluence
7.8
SysAid

Communication

Confluence
8.0
SysAid
Chat
Confluence
6.4
SysAid
Notifications
Confluence
8.8
SysAid
Discussions
Confluence
8.0
SysAid
Surveys
Confluence
7.0
SysAid
Internal knowledgebase
Confluence
8.9
SysAid
Integrates with GoToMeeting
Confluence
6.0
SysAid
Integrates with Gmail and Google Hangouts
Confluence
9.3
SysAid
Integrates with Outlook
Confluence
9.6
SysAid

File Sharing & Management

Confluence
8.1
SysAid
Versioning
Confluence
8.7
SysAid
Video files
Confluence
7.6
SysAid
Audio files
Confluence
7.7
SysAid
Document collaboration
Confluence
8.6
SysAid
Access control
Confluence
8.7
SysAid
Advanced security features
Confluence
8.2
SysAid
Integrates with Google Drive
Confluence
7.8
SysAid
Device sync
Confluence
7.4
SysAid

Incident and problem management

Confluence
SysAid
7.3
Organize and prioritize service tickets
Confluence
SysAid
7.7
Expert directory
Confluence
SysAid
6.7
Service restoration
Confluence
SysAid
7.0
Self-service tools
Confluence
SysAid
7.6
Subscription-based notifications
Confluence
SysAid
8.0
ITSM collaboration and documentation
Confluence
SysAid
7.3
ITSM reports and dashboards
Confluence
SysAid
7.1

ITSM asset management

Confluence
SysAid
7.2
Configuration mangement
Confluence
SysAid
6.5
Asset management dashboard
Confluence
SysAid
6.4
Policy and contract enforcement
Confluence
SysAid
8.6

Change management

Confluence
SysAid
8.1
Change requests repository
Confluence
SysAid
7.9
Change calendar
Confluence
SysAid
8.7
Service-level management
Confluence
SysAid
7.8

Pros

Confluence

  • QUICK How-to Guides that can be generated and share instantly
  • One can subscribe to the pages and spaces and receive updates in the feed on their home page
  • Automatic Email notifications of new updates in the Confluence area
  • The platform integrates easily with other Atlassian platforms including third-party apps thus improving its reliability
Binoy Shah | TrustRadius Reviewer

SysAid

  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
Anonymous | TrustRadius Reviewer

Cons

Confluence

  • Over the past 6 years the feature set has not significantly expanded
  • Integrations with 3rd party apps (DropBox, Google Drive, Slack) is either through 3rd party plugins or rudimentary at best
  • Frequent interface upgrades and complicated permissions settings makes getting new employees up to speed fiddly in some cases
Anonymous | TrustRadius Reviewer

SysAid

  • Routing rules view can't be customized (that I know of) and it lacks filters.
  • Incidents have a sub-type, requests don't - I would prefer sub-type on both.
  • User groups - some problems with synchronization (for years we had no problems, and in the last couple a few times).
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Confluence

Confluence 9.5
Based on 18 answers
I am confident that Atlassian can come with additional and innovative macros and functions to add value to Confluence. In 6 months, Atlassian transformed a good collaborative tools into a more comprehensive system that can help manage projects and processes, as well as "talk" with other Atlassian products like Jira. We are in fact learning more about Jira to evaluate a possible fit to complement our tool box.
Charles Thomasset, MBA | TrustRadius Reviewer

SysAid

SysAid 8.7
Based on 3 answers
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.
MIGUEL BERRIOS | TrustRadius Reviewer

Usability

Confluence

Confluence 8.5
Based on 11 answers
Confluence can - and in my personal opinion, it will - be a bit hard to use in the first moment. Atlassian is a great company and is eager to help you with any question you have, though. The interface seems to be a bit clumsy at first but the customization options are enough to make it easier and simpler. In general, Confluence is easy to use when you understand what each section does, but this can take a while.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 8.3
Based on 20 answers
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Reliability and Availability

Confluence

Confluence 9.0
Based on 5 answers
I do not recall having outages or applications error so far, very reliable and available.
Normand Whitehead | TrustRadius Reviewer

SysAid

SysAid 9.0
Based on 1 answer
It is always available and whenever need any maintenance, we receive an outage mail prior the outage
Anonymous | TrustRadius Reviewer

Performance

Confluence

Confluence 8.8
Based on 9 answers
Pages load very quickly, which makes it useful for quickly obtaining information. The search functionality is also very quick and is able to parse through all of the documents to provide the most relevant results for the query. Other information based software gets bogged down, but so far Atlassian Confluence maintains its performance.
Kaleb-John Loo | TrustRadius Reviewer

SysAid

SysAid 10.0
Based on 1 answer
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Anonymous | TrustRadius Reviewer

Support Rating

Confluence

Confluence 8.3
Based on 44 answers
This rating is specifically for Atlassian's self-help documentation on their website. Often times, it is not robust enough to cover a complex usage of one of their features. Frequently, you can find an answer on the web, but not from Atlassian. Instead, it is usually at a power user group elsewhere on the net.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 8.2
Based on 34 answers
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Anonymous | TrustRadius Reviewer

Implementation Rating

Confluence

Confluence 8.0
Based on 5 answers
Take a bit more time to explain the purpose of Confluence and show demos prior to actual use and content additions.
Normand Whitehead | TrustRadius Reviewer

SysAid

SysAid 8.0
Based on 1 answer
I am just a user so can't comment of implementation part.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Confluence

[Atlassian] Confluence is backed by direct, and superior support from Atlassian versus their vendors. For end users, [Atlassian] Confluence provides way more options for layout and content, while also being simpler and easier to use. Most other tools also require a higher level of interaction with IT or global administrators. With confluence, both content creators and consumers can draft an consume content with a much smoother, more intuitive experience.
Jeff Tillett | TrustRadius Reviewer

SysAid

SysAid takes 10000% longer to implement and configure, but there's power in that. If you need that, then a product like SysAid is better. Again though, it's a large time sink, so if you don't have the time or staff to implement it, you can either pay them to help more, or look for a simpler solution.
Anonymous | TrustRadius Reviewer

Scalability

Confluence

Confluence 8.0
Based on 2 answers
This tool is very adaptable. So much so we use it for three completely separate projects, in three very different ways.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 9.0
Based on 1 answer
This is very reliable and essential ticketing tool
Anonymous | TrustRadius Reviewer

Return on Investment

Confluence

  • Confluence has increased cross-departmental visibility into content, activities, and projects
  • Confluence has also increased collaboration across teams
  • The lack of a workflow has created a wild west environment where stakeholders are confused of where to create and find various types of content
Anonymous | TrustRadius Reviewer

SysAid

  • We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
  • SysAid is one of the more affordable options when compared to other products in this space.
  • SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
Kevin McCusker | TrustRadius Reviewer

Screenshots

Pricing Details

Confluence

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Confluence Editions & Modules

On-premise Edition
Server10.001
Server2700.002
Server5300.003
Server10,200.004
Server19,800.005
Server30,000.006
Server45,000.007
Server90,000.008
Server150,000.009
Data Center15,000.0010
Data Center30,000.0011
Data Center52,000.0012
Data Center79,200.0013
Data Center105,600.0014
Data Center132,000.0015
Data Center143,000.0016
Data Center154,000.0017
Data Center165,000.0018
Data Center176,000.0019
Data Center187,000.0020
Data Center198,000.0021
Data Center209,000.0022
Data Center220,000.0023
  1. 10 Users - Perpetual License
  2. 25 Users - Perpetual License
  3. 50 Users - Perpetual License
  4. 100 Users - Perpetual License
  5. 250 Users - Perpetual License
  6. 500 Users - Perpetual License
  7. 2,000 Users - Perpetual License
  8. 10,000 Users - Perpetual License
  9. 10,001+ Users - Perpetual License
  10. 500 Users - Annually
  11. 1,000 Users - Annually
  12. 2,000 Users - Annually
  13. 3,000 Users - Annually
  14. 4,000 Users - Annually
  15. 5,000 Users - Annually
  16. 10,000 Users - Annually
  17. 15,000 Users - Annually
  18. 20,000 Users - Annually
  19. 25,000 Users - Annually
  20. 30,000 Users - Annually
  21. 35,000 Users - Annually
  22. 40,000 Users - Annually
  23. 40,001+ Users - Annually
SaaS Edition
Free0.001
Standard5.002
Premium10.002
EnterpriseContact Sales
  1. Free for 10 Users
  2. Per User Per Month
Additional Pricing Details

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

SysAid Editions & Modules

Edition
SysAid$1,2111
  1. For First 500 Assets Per Year
Additional Pricing Details
SysAid service desk is packaged with all-inclusive features for one low price. Offered in cloud or on-premise.

Rating Summary

Likelihood to Recommend

Confluence
8.4
SysAid
6.8

Likelihood to Renew

Confluence
9.5
SysAid
8.7

Usability

Confluence
8.5
SysAid
8.3

Reliability and Availability

Confluence
9.0
SysAid
9.0

Performance

Confluence
8.8
SysAid
10.0

Support Rating

Confluence
8.3
SysAid
8.2

Implementation Rating

Confluence
8.0
SysAid
8.0

Scalability

Confluence
8.0
SysAid
9.0

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