What users are saying about
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102 Ratings
1 Rating
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Score 6.4 out of 100

SysAid

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102 Ratings
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Score 6.4 out of 100

Likelihood to Recommend

ProProfs Help Desk

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.
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

Incident and problem management

ProProfs Help Desk
8.2
SysAid
7.4
Organize and prioritize service tickets
ProProfs Help Desk
8.2
SysAid
7.8
ITSM collaboration and documentation
ProProfs Help Desk
7.3
SysAid
7.4
Ticket creation and submission
ProProfs Help Desk
9.1
SysAid
Ticket response
ProProfs Help Desk
8.2
SysAid
Expert directory
ProProfs Help Desk
SysAid
6.7
Service restoration
ProProfs Help Desk
SysAid
7.1
Self-service tools
ProProfs Help Desk
SysAid
7.7
Subscription-based notifications
ProProfs Help Desk
SysAid
8.0
ITSM reports and dashboards
ProProfs Help Desk
SysAid
7.3

Self Help Community

ProProfs Help Desk
8.2
SysAid
Internal knowledge base
ProProfs Help Desk
8.2
SysAid

Multi-Channel Help

ProProfs Help Desk
7.7
SysAid
Email support
ProProfs Help Desk
8.2
SysAid
Help Desk CRM integration
ProProfs Help Desk
7.3
SysAid

ITSM asset management

ProProfs Help Desk
SysAid
7.2
Configuration mangement
ProProfs Help Desk
SysAid
6.4
Asset management dashboard
ProProfs Help Desk
SysAid
6.5
Policy and contract enforcement
ProProfs Help Desk
SysAid
8.6

Change management

ProProfs Help Desk
SysAid
8.1
Change requests repository
ProProfs Help Desk
SysAid
7.9
Change calendar
ProProfs Help Desk
SysAid
8.7
Service-level management
ProProfs Help Desk
SysAid
7.8

Pros

ProProfs Help Desk

  • 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.
Anonymous | 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

ProProfs Help Desk

  • 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.
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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

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

ProProfs Help Desk

ProProfs Help Desk 7.3
Based on 1 answer
No answer on this topic is available.

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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

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

ProProfs Help Desk

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.
Anonymous | 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

ProProfs Help Desk

No score
No answers yet
No answers on this topic

SysAid

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

Return on Investment

ProProfs Help Desk

  • High customer retention.
  • Optimized average response time.
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

ProProfs Help Desk

General

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

ProProfs Help Desk Editions & Modules

Edition
TEAM$ 49 per month1
BUSINESS$ 89 per month2
ENTERPRISE$ 499 per month3
  1. 3 Users
  2. 5 Users
  3. Unlimited Users
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

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

ProProfs Help Desk
6.4
SysAid
6.3

Likelihood to Renew

ProProfs Help Desk
SysAid
8.7

Usability

ProProfs Help Desk
SysAid
8.3

Reliability and Availability

ProProfs Help Desk
SysAid
9.0

Performance

ProProfs Help Desk
SysAid
10.0

Support Rating

ProProfs Help Desk
7.3
SysAid
8.2

Implementation Rating

ProProfs Help Desk
SysAid
8.0

Scalability

ProProfs Help Desk
SysAid
9.0

Add comparison