ManageEngine ServiceDesk Plus vs. SysAid

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
SysAid
Score 8.9 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is an ITSM platform that enhances service delivery with AI Agents, chatbots, workflow automation, and asset management. AI Copilot categorizes tickets, provides case summaries, and offers sentiment analysis. The AI chatbot, available via chat, email, and Teams, speeds support.N/A
Pricing
ManageEngine ServiceDesk PlusSysAid
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
No answers on this topic
Offerings
Pricing Offerings
ManageEngine ServiceDesk PlusSysAid
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeRequired
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
More Pricing Information
Community Pulse
ManageEngine ServiceDesk PlusSysAid
Considered Both Products
ManageEngine ServiceDesk Plus
Chose ManageEngine ServiceDesk Plus
Just ended up being the winner of the tortoise race. Showed the most promise but costs to fulfill those promises made it fall short of expectations.
SysAid
Chose SysAid
My recent experience with a service desk platform was using ManageEngine's ServiceDesk Plus solution. SysAid stacks up well against this solution, and I tend to appreciate SysAid more due to it being a cloud solution and for the Microsoft Teams integration. SysAid is also …
Chose SysAid
Sysaid includes more features in the baseline product. Multilanguage (English, spanish, portuguesse, etc). It's highly customizable and ITIL aligned.
Chose SysAid
We had ample experience previously with SysAid and when we evaluated the aforementioned alternatives we went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we …
Chose SysAid
ManageEngine was a pain to keep updated with new updates and releases at very short intervals. The way the software was managed and scripted was all from .bat files and was not extremely reliable and often caused our server to crash after an update and it would need to be …
Chose SysAid
Both products are ITIL compliant and capabilities are almost about the same. In terms of cost, Sysaid is much more affordable than ServiceDesk Plus. Good thing about Sysaid is the modular approach which we think is flexible and we don't have to take up everything if we don't …
Chose SysAid
We chose SysAid over the cost concern. Also, SysAid is a power all-in-one application that can do all the work. We ended up using different applications for different tasks (patch management, anti-virus and asset management) because other management and performance issues.
Features
ManageEngine ServiceDesk PlusSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.5
22 Ratings
9% below category average
SysAid
9.0
181 Ratings
9% above category average
Organize and prioritize service tickets8.022 Ratings9.6180 Ratings
Expert directory6.515 Ratings7.9147 Ratings
Service restoration6.017 Ratings8.8128 Ratings
Self-service tools8.020 Ratings8.4174 Ratings
Subscription-based notifications7.016 Ratings9.7130 Ratings
ITSM collaboration and documentation9.018 Ratings9.2148 Ratings
ITSM reports and dashboards8.020 Ratings9.2157 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.8
17 Ratings
5% below category average
SysAid
8.2
156 Ratings
0% below category average
Configuration mangement8.516 Ratings9.1146 Ratings
Asset management dashboard8.016 Ratings8.6153 Ratings
Policy and contract enforcement7.012 Ratings6.8104 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.5
18 Ratings
0% below category average
SysAid
9.3
146 Ratings
9% above category average
Change requests repository8.017 Ratings9.4132 Ratings
Change calendar8.513 Ratings9.3111 Ratings
Service-level management9.016 Ratings9.3138 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusSysAid
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SymphonyAI IT Service Management
SymphonyAI IT Service Management
Score 9.1 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ManageEngine ServiceDesk PlusSysAid
Likelihood to Recommend
9.0
(22 ratings)
9.2
(182 ratings)
Likelihood to Renew
6.0
(1 ratings)
8.7
(21 ratings)
Usability
8.0
(6 ratings)
8.1
(48 ratings)
Availability
-
(0 ratings)
9.1
(6 ratings)
Performance
-
(0 ratings)
9.1
(6 ratings)
Support Rating
9.0
(3 ratings)
8.3
(56 ratings)
In-Person Training
-
(0 ratings)
9.1
(3 ratings)
Online Training
-
(0 ratings)
9.1
(5 ratings)
Implementation Rating
-
(0 ratings)
8.4
(12 ratings)
Configurability
-
(0 ratings)
9.1
(3 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
9.1
(15 ratings)
Ease of integration
-
(0 ratings)
9.1
(4 ratings)
Product Scalability
-
(0 ratings)
9.1
(6 ratings)
Professional Services
-
(0 ratings)
9.1
(10 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(5 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(5 ratings)
User Testimonials
ManageEngine ServiceDesk PlusSysAid
Likelihood to Recommend
ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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SysAid Technologies
SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.
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Pros
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • It's very simple to submit and handle ticket for both user and Engineer.
  • Set some customize template for intent replay or job done reply.
  • SLA management is the good option to maintain workflow.
  • There is solution option where user can resolve their common issues.
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SysAid Technologies
  • Email integration. End-users can interact with the ticketing system exclusively through email, and admins can message exclusively within a ticket. All communications are linked directly to user accounts including SysAid admin accounts.
  • Ticket management is very customizable. You can add categories, statuses, action and communication automation, ticket sorting, and much more.
  • knowledge base links directly to tickets, so repeat issues are easy to solve.
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Cons
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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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SysAid Technologies
  • The Help tool could use some refining. Particularly indicating the order in which steps must be done. A clear example is the creation of customized fields or lists.
  • Formatting of the ticket. There is no possibility to create dynamic tables, use more than one column. I would want to have more flexibility without having to pay for Professional Services
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Likelihood to Renew
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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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SysAid Technologies
This rating reflects our overall satisfaction with the platform’s performance, reliability, and flexibility in meeting our IT service management needs. SysAid has streamlined our ticketing processes, enhanced asset management, and improved operational efficiency through automation and reporting. The system’s adaptability across multiple departments has added significant value beyond IT. An excellent service tool.
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Usability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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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SysAid Technologies
Whilst it delivers on most of the features it comes with, I feel Change Management needs a complete re-do as it is really complicated, and think it should be made to be straightforward. For the free services of their Market Place, they should develop a platform where one can just browse for the script (downloaded) and apply the patch, without having to go into various places in code to activate the service. or at least, build the integrations into the system and have [a] section under settings, or even straight from the Market Place, where one can just enable the service, and if required, be prompted to input additional information, including credentials.
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Reliability and Availability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
Another of the benefits of sysaid is that it is highly available when working in on-premise environments.The only times the system is down is when a restart of the services is required to add a new feature. Apart from that, we have not had any problems.In the case of the cloud, the only condition I have seen where sysaid is not available is because the internet link is down or damaged.
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Performance
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
In the case of system performance, I have seen that no matter the number of assets and users, Sysaid responds in the same way and at the same speed. The reports that are scheduled do not have any details because they arrive directly to your email. In the same way, when it is integrated with other systems, for example through the API or by email, we have not seen any failure due to the integration. It works very well with or without integrations.
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Support Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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SysAid Technologies
SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.
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In-Person Training
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Online Training
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
The training I received was very good, they gave me tasks to carry out and then they checked what I had done.It was gratifying that the instructor noticed that I had made very fast progress because I had done the implementation myself and it was very fast. At least I remember that after 5 days I had already finished almost 90% of all the implementation tasks.
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Implementation Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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
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Alternatives Considered
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
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SysAid Technologies
There are many items offered on the other platforms that SysAid does not have. However, for a smaller or medium-sized business that needs a simple and easy way to get tickets flowing and allow users to help themselves, this is an excellent way to start.
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Contract Terms and Pricing Model
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Scalability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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
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Professional Services
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
We have used SysAid since 2008. Through out these years, we find that SysAid support is very helpful and professional. The respond that we get is very fast and they will help us until we have solved our problem that we reported to them. So far, we are very happy with SysAid support.
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Return on Investment
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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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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.
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ScreenShots

SysAid Screenshots

Screenshot of Monitoring & Fine Tuning - Gives the admin control over the quality of answers that the AI Chatbot provides, through the ability to edit and fine-tune the answers.Screenshot of Ticket Journey - Admins can deep dive into the history and context of a ticket, quickly, with ticket journey filters, while reviewing a chronological, consolidated view of everything to help reach a resolution, faster – including all actions takenScreenshot of Ticket Queue - A consolidated, easy-to-navigate view of the ticket queue to help admins resolve issues more more efficiently.Screenshot of AI Chatbot -  A Conversational self-service experience that uses Generative AI to help employees work through issues by delivering answers based on what it has learned by absorbing knowledge base articles, internal data, and ticket resolution historyScreenshot of Workflow Automation - Digitize workflows and processes without coding or scripting. Automate complex processes with simple design and editing capabilities, and real-time visibility of the end-to-end process.Screenshot of the SysAid AI Agents that empower IT teams with intelligence that thinks, learns, and acts securely. Designed to enhance—not override—IT operations, they anticipate needs, make informed decisions, and adapt responsibly