What users are saying about
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Top Rated
165 Ratings
3 Ratings
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Score 8.9 out of 100

SysAid

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Top Rated
165 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • SysAid ranks higher in 1 feature set: Incident and problem management

Incident and problem management

8.2

ProProfs Help Desk

82%
8.5

SysAid

85%
SysAid ranks higher in 7/9 features

Organize and prioritize service tickets

8.2
82%
1 Rating
8.8
88%
122 Ratings

ITSM collaboration and documentation

7.3
73%
1 Rating
8.5
85%
96 Ratings

Ticket creation and submission

9.1
91%
1 Rating
N/A
0 Ratings

Ticket response

8.2
82%
1 Rating
N/A
0 Ratings

Expert directory

N/A
0 Ratings
8.5
85%
96 Ratings

Service restoration

N/A
0 Ratings
8.4
84%
84 Ratings

Self-service tools

N/A
0 Ratings
8.8
88%
116 Ratings

Subscription-based notifications

N/A
0 Ratings
8.0
80%
84 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.5
85%
101 Ratings

Self Help Community

8.2

ProProfs Help Desk

82%

SysAid

Feature Set Not Supported
N/A
ProProfs Help Desk ranks higher in 1/1 features

Internal knowledge base

8.2
82%
1 Rating
N/A
0 Ratings

Multi-Channel Help

7.7

ProProfs Help Desk

77%

SysAid

Feature Set Not Supported
N/A
ProProfs Help Desk ranks higher in 2/2 features

Email support

8.2
82%
1 Rating
N/A
0 Ratings

Help Desk CRM integration

7.3
73%
1 Rating
N/A
0 Ratings

ITSM asset management

ProProfs Help Desk

Feature Set Not Supported
N/A
8.4

SysAid

84%
SysAid ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
8.7
87%
97 Ratings

Asset management dashboard

N/A
0 Ratings
8.0
80%
101 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.5
85%
69 Ratings

Change management

ProProfs Help Desk

Feature Set Not Supported
N/A
8.6

SysAid

86%
SysAid ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.6
86%
86 Ratings

Change calendar

N/A
0 Ratings
8.6
86%
71 Ratings

Service-level management

N/A
0 Ratings
8.6
86%
89 Ratings

Attribute Ratings

  • SysAid is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

6.4

ProProfs Help Desk

64%
1 Rating
8.7

SysAid

87%
124 Ratings

Likelihood to Renew

ProProfs Help Desk

N/A
0 Ratings
9.2

SysAid

92%
13 Ratings

Usability

ProProfs Help Desk

N/A
0 Ratings
8.8

SysAid

88%
40 Ratings

Availability

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
4 Ratings

Performance

ProProfs Help Desk

N/A
0 Ratings
9.2

SysAid

92%
4 Ratings

Support Rating

7.3

ProProfs Help Desk

73%
2 Ratings
8.6

SysAid

86%
51 Ratings

In-Person Training

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Online Training

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Implementation Rating

ProProfs Help Desk

N/A
0 Ratings
8.5

SysAid

85%
7 Ratings

Configurability

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Contract Terms and Pricing Model

ProProfs Help Desk

N/A
0 Ratings
8.4

SysAid

84%
13 Ratings

Ease of integration

ProProfs Help Desk

N/A
0 Ratings
5.0

SysAid

50%
2 Ratings

Product Scalability

ProProfs Help Desk

N/A
0 Ratings
8.8

SysAid

88%
4 Ratings

Professional Services

ProProfs Help Desk

N/A
0 Ratings
8.8

SysAid

88%
8 Ratings

Vendor post-sale

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Vendor pre-sale

ProProfs Help Desk

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Likelihood to Recommend

ProProfs

As this tool is an affordable option, this help desk software is best suited for startups to deal with their customer base and build customer-centric brand value. This helps in not only helped me increase customer loyalty but also ensured customer retention, increasing my company’s profits substantially. But, this tool does have a few minor drawbacks. The most important feature, for me, that is missing from this tool is skill-based routing. Without this feature, our agents lose a lot of time in replying to just one customer question. Sometimes, the ticket needs to be reassigned to a specialized agent - and until they are available, the ticket remains open.
Read full review

SysAid Technologies

Some scenarios where this software is extremely helpful would be with tracking IT-related issues. When I have a lot going on and not a large IT staff, this helps manage those issues and make sure that they do not fall through the cracks. This was an issue that I was having where similar issues would arise in the future. This software also allows you to create a knowledge base making it much easier to solve similar issues as they arise so that you can share those articles with users. I think this would be less useful if you already have a system that works for your company, as it would take time to teach the users a new way to interact with the IT teams.
Read full review

Pros

ProProfs

  • Sometimes customers ask questions that require more than one agent to look into the matter. For such situations, ProProfs Help Desk has the “child ticket” feature. This literally made my life so so easy! Whenever I was in this situation, all I had to do was create a child ticket and assign it to another agent and give him a heads up on what has been going on. Answering a customer’s question accurately becomes really easy with this feature.
  • Our entire team’s performance was always static. We never knew how anyone was performing or was anyone making any difference in the overall company’s value. With this tool, it became easy to see how every agent is performing and whether there was any positive impact on both - the company and our current customer base.
Read full review

SysAid Technologies

  • Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
  • Ease of use and management of tickets by the IT staff.
  • Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
  • Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
  • Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.
Read full review

Cons

ProProfs

  • This tool does route tickets, but the one drawback is that the tickets are;t assigned to a specialized agent. It is randomly assigned to any available agent, and if he doesn’t have expertise in terms of the customer question, it becomes hard to give an accurate answer.
  • Giving automatic responses to customers makes our life easy, but we can’t personalize these messages. This sometimes makes our customers feel that they are talking to a bot, making it difficult to answer their questions without them having a hostile reaction to the automated answers.
Read full review

SysAid Technologies

  • The ability to do backups from within the system
  • Ability to add more widgets on the Dashboard instead of the current limitation of 6 per Dashboard
  • Simplified integration of cloud services like Office 365 and Google Workspace
  • Mobile app for both iOS and Android
Read full review

Pricing Details

ProProfs Help Desk

Starting Price

$0

Editions & Modules

ProProfs Help Desk editions and modules pricing
EditionModules
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3

Footnotes

  1. 3 Users
  2. 5 Users
  3. Unlimited Users

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

SysAid

Starting Price

Editions & Modules

SysAid editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required Free - $0

    Additional Details

    SysAid service desk is packaged with all-inclusive features for one low price. Offered in cloud or on-premise.

    See Pricing

    Likelihood to Renew

    ProProfs

    No answers on this topic

    SysAid Technologies

    We are SysAid users since 2008 and we will continue to use SysAid years to come. We use SysAid for Asset Management and SysAid and we intend to keep it this way and there is no intention that we will replace SysAid with another system. SysAid has been reliable to use and has helped us with our day to day jobs
    Read full review

    Usability

    ProProfs

    No answers on this topic

    SysAid Technologies

    SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
    Read full review

    Reliability and Availability

    ProProfs

    No answers on this topic

    SysAid Technologies

    Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
    Read full review

    Performance

    ProProfs

    No answers on this topic

    SysAid Technologies

    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
    Read full review

    Support Rating

    ProProfs

    No answers on this topic

    SysAid Technologies

    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.
    Read full review

    In-Person Training

    ProProfs

    No answers on this topic

    SysAid Technologies

    My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
    Read full review

    Online Training

    ProProfs

    No answers on this topic

    SysAid Technologies

    Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
    Read full review

    Implementation Rating

    ProProfs

    No answers on this topic

    SysAid Technologies

    It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time
    Read full review

    Alternatives Considered

    ProProfs

    I shifted from Kayako to ProProfs Help Desk for mainly two reasons, UI and features. ProProfs Help Desk definitely has a more user-friendly interface and the features offered by this tool are also more compared to Kayako. A few features that aren’t available in Kayako but are available in ProProfs Help Desk are multiple shared inboxes, private notes, and email ticketing.
    Read full review

    SysAid Technologies

    Unlike autotask, SysAid is open to small companies which allowed us to use professional ticketing tools that we would've otherwise not had access to. SysAid has also worked with us professionally on a one-to-one basis with annual meetings and pop-up discussions. You can get a one-on-one scheduled very quickly and get all the answers you need.
    Read full review

    Contract Terms and Pricing Model

    ProProfs

    No answers on this topic

    SysAid Technologies

    When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
    Read full review

    Scalability

    ProProfs

    No answers on this topic

    SysAid Technologies

    Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
    Read full review

    Professional Services

    ProProfs

    No answers on this topic

    SysAid Technologies

    Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
    Read full review

    Return on Investment

    ProProfs

    • High customer retention.
    • Optimized average response time.
    Read full review

    SysAid Technologies

    • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
    • Intuitive interface. Integration to Outlook. Easy reporting.
    • It has a very user-friendly interface and effective management capabilities.
    Read full review

    Screenshots

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