ManageEngine ServiceDesk Plus vs SysAid | TrustRadius

What users are saying about

Score 8.8 out of 10

Based on 68 reviews and ratings

Score 6.4 out of 10

Based on 101 reviews and ratings

Feature Rating Comparison

ManageEngine ServiceDesk Plus

SysAid

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

ManageEngine ServiceDesk Plus

SysAid

Configuration mangement

Asset management dashboard

Policy and contract enforcement

ManageEngine ServiceDesk Plus

SysAid

Change requests repository

Change calendar

Service-level management

Pros

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

IT Desktop Support Manager

Essex Property TrustReal Estate, 1001-5000 employees

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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

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Cons

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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Verified User

Engineer in Information Technology

Aviation & Aerospace Company, 501-1000 employees

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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).

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Verified User

Director in Information Technology

Banking Company, 51-200 employees

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Likelihood to Renew

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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Verified User

Manager in Information Technology

Higher Education Company, 1001-5000 employees

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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.

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Technical Support Engineer

Zona Franca CoyolConstruction, 11-50 employees

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Usability

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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Verified User

Analyst in Information Technology

Paper & Forest Products Company, 1001-5000 employees

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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.

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Cesar Omar Ramirez Garcia

bachelor's degree

Specialty Steel Products, IncFurniture, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

SysAid 9.0

Based on 1 answer

It is always available and whenever need any maintenance, we receive an outage mail prior the outage

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Performance

No score

No answers yet

No answers on this topic

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

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Support Rating

ManageEngine ServiceDesk Plus 9.6

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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Verified User

Manager in Information Technology

Retail Company, 501-1000 employees

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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.

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Verified User

Team Lead in Information Technology

Construction Company, 501-1000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

SysAid 8.0

Based on 1 answer

I am just a user so can't comment of implementation part.

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

View all 1 answers on this topic

Alternatives Considered

ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.

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Corporate Informations and Technology Manager

GB Advisors, Inc.Automotive, 201-500 employees

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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.

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Verified User

Engineer in Information Technology

Non-profit Organization Management Company, 51-200 employees

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Scalability

No score

No answers yet

No answers on this topic

SysAid 9.0

Based on 1 answer

This is very reliable and essential ticketing tool

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Return on Investment

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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Verified User

Administrator in Information Technology

Information Technology and Services Company, 1001-5000 employees

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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.

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Global Information Technology Manager

EVAPCO, Inc.Consumer Goods, 1001-5000 employees

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Screenshots

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See All (6) SysAid Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

ManageEngine ServiceDesk Plus Editions & Modules

Edition

Standard	$10.00¹
Professional	$21.00¹
Enterprise	$50.00¹

Starting Price Per Month

Additional Pricing Details

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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

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

ManageEngine ServiceDesk Plus

SysAid

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