What users are saying about
Top Rated
326 Ratings
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Top Rated
163 Ratings
Top Rated
326 Ratings
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Score 8.4 out of 100

SysAid

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Top Rated
163 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

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

Incident and problem management

7.6

Salesforce Service Cloud

76%
8.5

SysAid

85%
SysAid ranks higher in 7/9 features

Organize and prioritize service tickets

8.3
83%
55 Ratings
8.8
88%
120 Ratings

Expert directory

7.1
71%
40 Ratings
8.4
84%
95 Ratings

Subscription-based notifications

7.1
71%
47 Ratings
8.0
80%
83 Ratings

ITSM collaboration and documentation

7.2
72%
42 Ratings
8.5
85%
96 Ratings

Ticket creation and submission

8.0
80%
56 Ratings
N/A
0 Ratings

Ticket response

8.0
80%
55 Ratings
N/A
0 Ratings

Service restoration

N/A
0 Ratings
8.4
84%
83 Ratings

Self-service tools

N/A
0 Ratings
8.9
89%
114 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.5
85%
101 Ratings

Self Help Community

7.1

Salesforce Service Cloud

71%

SysAid

Feature Set Not Supported
N/A
Salesforce Service Cloud ranks higher in 2/2 features

External knowledge base

6.8
68%
46 Ratings
N/A
0 Ratings

Internal knowledge base

7.3
73%
51 Ratings
N/A
0 Ratings

Multi-Channel Help

7.8

Salesforce Service Cloud

78%

SysAid

Feature Set Not Supported
N/A
Salesforce Service Cloud ranks higher in 5/5 features

Customer portal

7.4
74%
39 Ratings
N/A
0 Ratings

IVR

7.3
73%
25 Ratings
N/A
0 Ratings

Social integration

7.9
79%
34 Ratings
N/A
0 Ratings

Email support

8.1
81%
56 Ratings
N/A
0 Ratings

Help Desk CRM integration

8.1
81%
49 Ratings
N/A
0 Ratings

ITSM asset management

Salesforce Service Cloud

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%
96 Ratings

Asset management dashboard

N/A
0 Ratings
7.9
79%
100 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.5
85%
68 Ratings

Change management

Salesforce Service Cloud

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%
85 Ratings

Change calendar

N/A
0 Ratings
8.6
86%
70 Ratings

Service-level management

N/A
0 Ratings
8.6
86%
88 Ratings

Attribute Ratings

  • Salesforce Service Cloud is rated higher in 1 area: Likelihood to Renew
  • SysAid is rated higher in 6 areas: Likelihood to Recommend, Usability, Availability, Performance, Support Rating, Online Training

Likelihood to Recommend

8.1

Salesforce Service Cloud

81%
62 Ratings
8.7

SysAid

87%
122 Ratings

Likelihood to Renew

9.6

Salesforce Service Cloud

96%
4 Ratings
9.2

SysAid

92%
13 Ratings

Usability

8.4

Salesforce Service Cloud

84%
11 Ratings
8.8

SysAid

88%
39 Ratings

Availability

8.7

Salesforce Service Cloud

87%
7 Ratings
9.1

SysAid

91%
4 Ratings

Performance

8.6

Salesforce Service Cloud

86%
7 Ratings
9.2

SysAid

92%
4 Ratings

Support Rating

7.4

Salesforce Service Cloud

74%
29 Ratings
8.5

SysAid

85%
50 Ratings

In-Person Training

Salesforce Service Cloud

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Online Training

9.0

Salesforce Service Cloud

90%
1 Rating
9.1

SysAid

91%
2 Ratings

Implementation Rating

Salesforce Service Cloud

N/A
0 Ratings
8.5

SysAid

85%
7 Ratings

Contract Terms and Pricing Model

Salesforce Service Cloud

N/A
0 Ratings
8.4

SysAid

84%
13 Ratings

Product Scalability

Salesforce Service Cloud

N/A
0 Ratings
8.8

SysAid

88%
4 Ratings

Professional Services

Salesforce Service Cloud

N/A
0 Ratings
8.8

SysAid

88%
8 Ratings

Likelihood to Recommend

Salesforce Service Cloud

Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Gordon Dalgleish | TrustRadius Reviewer

SysAid

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.
Daniel Uccellini | TrustRadius Reviewer

Pros

Salesforce Service Cloud

  • Flexibility of data tracked, displayed, reported on, and customized.
  • Single source of truth for support, implementations, sales and management.
  • Ability to integrate through built-in app exchange and easy API.
  • Reporting and emailed reports with direct links to drill down into data.
  • Do virtually whatever you "need" to do.
Jonathan Tanis | TrustRadius Reviewer

SysAid

  • Creation of tickets from various sources - desktop icon, function key, email, voicemail
  • Maintains company assets - location, purchase date, expiration of warranty, etc.
  • Catalogs hardware and software installed on each asset
  • Notifies the end-user of new Notes added and changes in ticket status
Michael Reynolds | TrustRadius Reviewer

Cons

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

SysAid

  • 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
Corus Mabulwana | TrustRadius Reviewer

Pricing Details

Salesforce Service Cloud

General

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

Starting Price

$65 per month

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Free - $0

Starting Price

Likelihood to Renew

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 9.2
Based on 13 answers
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
Masmi Mohamad | TrustRadius Reviewer

Usability

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 8.8
Based on 39 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

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 9.1
Based on 4 answers
Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Performance

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

SysAid

SysAid 9.2
Based on 4 answers
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

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 8.5
Based on 50 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

In-Person Training

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SysAid

SysAid 9.1
Based on 2 answers
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.
Tau Garo | TrustRadius Reviewer

Online Training

Salesforce Service Cloud

Salesforce Service Cloud 9.0
Based on 1 answer
No answer on this topic is available.

SysAid

SysAid 9.1
Based on 2 answers
Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
Tau Garo | TrustRadius Reviewer

Implementation Rating

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.5
Based on 7 answers
In the initial stage we implement separate SysAid servers for head and branch offices. When we managed to link up our offices via point to point VPN, we manage to console them into one server. All the assets and devices on branch office were divert back to the server in head office
Masmi Mohamad | TrustRadius Reviewer

Alternatives Considered

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

SysAid

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.
Drew Schmidt | TrustRadius Reviewer

Contract Terms and Pricing Model

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.4
Based on 13 answers
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.
Juan Carlo Tirado | TrustRadius Reviewer

Scalability

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.8
Based on 4 answers
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
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Professional Services

Salesforce Service Cloud

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.8
Based on 8 answers
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
Dave Joseph | TrustRadius Reviewer

Return on Investment

Salesforce Service Cloud

  • While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
  • Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
  • We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool
Anonymous | TrustRadius Reviewer

SysAid

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

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