What users are saying about

ManageEngine ServiceDesk Plus vs SysAid

ManageEngine ServiceDesk Plus
81 Ratings
SysAid
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Top Rated
163 Ratings
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ManageEngine ServiceDesk Plus

81 Ratings
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Score 8.7 out of 100

Based on 81 reviews and ratings

SysAid

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Top Rated
163 Ratings
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Score 8.6 out of 100

Based on 163 reviews and ratings

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Feature Set Ratings

  • ManageEngine ServiceDesk Plus ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

8.8

ManageEngine ServiceDesk Plus

88%
8.5

SysAid

85%
ManageEngine ServiceDesk Plus ranks higher in 5/7 features
ManageEngine ServiceDesk Plus ranks higher in 5/7 features

Organize and prioritize service tickets

9.4
94%
21 Ratings
8.8
88%
120 Ratings

Expert directory

8.7
87%
14 Ratings
8.4
84%
95 Ratings

Service restoration

9.7
97%
16 Ratings
8.4
84%
83 Ratings

Self-service tools

8.1
81%
19 Ratings
8.9
89%
114 Ratings

Subscription-based notifications

8.7
87%
15 Ratings
8.0
80%
83 Ratings

ITSM collaboration and documentation

8.7
87%
17 Ratings
8.5
85%
96 Ratings

ITSM reports and dashboards

8.3
83%
19 Ratings
8.5
85%
101 Ratings

ITSM asset management

8.7

ManageEngine ServiceDesk Plus

87%
8.4

SysAid

84%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Configuration mangement

9.0
90%
15 Ratings
8.7
87%
96 Ratings

Asset management dashboard

8.5
85%
15 Ratings
7.9
79%
100 Ratings

Policy and contract enforcement

8.6
86%
11 Ratings
8.5
85%
68 Ratings

Change management

9.3

ManageEngine ServiceDesk Plus

93%
8.6

SysAid

86%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Change requests repository

9.1
91%
16 Ratings
8.6
86%
85 Ratings

Change calendar

9.5
95%
12 Ratings
8.6
86%
70 Ratings

Service-level management

9.2
92%
15 Ratings
8.6
86%
88 Ratings

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 2 areas: Likelihood to Recommend, Support Rating
  • SysAid is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.3

ManageEngine ServiceDesk Plus

93%
21 Ratings
8.7

SysAid

87%
122 Ratings

Likelihood to Renew

6.0

ManageEngine ServiceDesk Plus

60%
1 Rating
9.2

SysAid

92%
13 Ratings

Usability

8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings
8.8

SysAid

88%
39 Ratings

Availability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.1

SysAid

91%
4 Ratings

Performance

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.2

SysAid

92%
4 Ratings

Support Rating

9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings
8.5

SysAid

85%
50 Ratings

In-Person Training

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Online Training

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Implementation Rating

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.5

SysAid

85%
7 Ratings

Contract Terms and Pricing Model

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.4

SysAid

84%
13 Ratings

Product Scalability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.8

SysAid

88%
4 Ratings

Professional Services

ManageEngine ServiceDesk Plus

N/A
0 Ratings
8.8

SysAid

88%
8 Ratings

Likelihood to Recommend

ManageEngine ServiceDesk Plus

We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.

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Anonymous | TrustRadius Reviewer
Verified User
View all 21 answers on this topic

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.

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Daniel Uccellini | TrustRadius Reviewer
Daniel Uccellini
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Pros

ManageEngine ServiceDesk Plus

  • It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
  • The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
  • It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
  • Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.

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Norman Chambers | TrustRadius Reviewer
Norman Chambers
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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

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Michael Reynolds | TrustRadius Reviewer
Michael Reynolds
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Cons

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

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Anonymous | TrustRadius Reviewer
Verified User
View all 21 answers on this topic

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

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Corus Mabulwana | TrustRadius Reviewer
Corus Mabulwana
View all 122 answers on this topic

Pricing Details

ManageEngine ServiceDesk Plus

General

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

Starting Price

$10 Starting Price Per Month

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price 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
Free - $0

Starting Price

—

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.

Likelihood to Renew

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

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Anonymous | TrustRadius Reviewer
Verified User
View all 1 answers on this topic

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

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Masmi Mohamad | TrustRadius Reviewer
Masmi Mohamad
View all 13 answers on this topic

Usability

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.

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Anonymous | TrustRadius Reviewer
Verified User
View all 3 answers on this topic

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.

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Cesar Omar Ramirez Garcia | TrustRadius Reviewer
Cesar Omar Ramirez Garcia
View all 39 answers on this topic

Reliability and Availability

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

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

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Cesar Omar Ramirez Garcia | TrustRadius Reviewer
Cesar Omar Ramirez Garcia
View all 4 answers on this topic

Performance

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

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

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.1
Based on 5 answers
I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.

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Anonymous | TrustRadius Reviewer
Verified User
View all 5 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 50 answers on this topic

In-Person Training

ManageEngine ServiceDesk Plus

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.

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Tau Garo | TrustRadius Reviewer
Tau Garo
View all 2 answers on this topic

Online Training

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

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.

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Tau Garo | TrustRadius Reviewer
Tau Garo
View all 2 answers on this topic

Implementation Rating

ManageEngine ServiceDesk Plus

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

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Masmi Mohamad | TrustRadius Reviewer
Masmi Mohamad
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Alternatives Considered

ManageEngine ServiceDesk Plus

ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.

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Zuhair Hasan | TrustRadius Reviewer
Zuhair Hasan
View all 21 answers on this topic

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.

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Drew Schmidt | TrustRadius Reviewer
Drew Schmidt
View all 122 answers on this topic

Contract Terms and Pricing Model

ManageEngine ServiceDesk Plus

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.

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Juan Carlo Tirado | TrustRadius Reviewer
Juan Carlo Tirado
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Scalability

ManageEngine ServiceDesk Plus

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

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Cesar Omar Ramirez Garcia | TrustRadius Reviewer
Cesar Omar Ramirez Garcia
View all 4 answers on this topic

Professional Services

ManageEngine ServiceDesk Plus

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

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Dave Joseph | TrustRadius Reviewer
Dave Joseph
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Return on Investment

ManageEngine ServiceDesk Plus

  • The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
  • The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
  • There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).

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Anonymous | TrustRadius Reviewer
Verified User
View all 21 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 122 answers on this topic

Screenshots

ManageEngine ServiceDesk Plus

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