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 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.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.
Top Pros
Top Cons
Features
ManageEngine ServiceDesk PlusSysAid
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
SysAid
8.5
153 Ratings
4% above category average
Organize and prioritize service tickets10.019 Ratings8.7153 Ratings
Expert directory9.012 Ratings8.1122 Ratings
Service restoration10.014 Ratings8.2105 Ratings
Self-service tools8.017 Ratings8.7147 Ratings
Subscription-based notifications9.013 Ratings8.0109 Ratings
ITSM collaboration and documentation7.015 Ratings8.7122 Ratings
ITSM reports and dashboards9.017 Ratings8.7131 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
SysAid
8.3
134 Ratings
1% above category average
Configuration mangement8.013 Ratings8.2125 Ratings
Asset management dashboard9.013 Ratings8.3131 Ratings
Policy and contract enforcement9.09 Ratings8.388 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
9.7
15 Ratings
15% above category average
SysAid
8.5
122 Ratings
2% above category average
Change requests repository9.014 Ratings8.6113 Ratings
Change calendar10.010 Ratings8.193 Ratings
Service-level management10.013 Ratings8.8115 Ratings
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ManageEngine ServiceDesk PlusSysAid
Small Businesses
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Score 9.0 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 9.0 out of 10
Enterprises
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Score 9.1 out of 10
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User Ratings
ManageEngine ServiceDesk PlusSysAid
Likelihood to Recommend
9.0
(19 ratings)
8.8
(155 ratings)
Likelihood to Renew
6.0
(1 ratings)
9.1
(15 ratings)
Usability
8.0
(3 ratings)
8.8
(41 ratings)
Availability
-
(0 ratings)
9.1
(4 ratings)
Performance
-
(0 ratings)
9.1
(4 ratings)
Support Rating
9.0
(3 ratings)
9.1
(51 ratings)
In-Person Training
-
(0 ratings)
9.1
(2 ratings)
Online Training
-
(0 ratings)
9.1
(2 ratings)
Implementation Rating
-
(0 ratings)
8.3
(8 ratings)
Configurability
-
(0 ratings)
9.1
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.5
(13 ratings)
Ease of integration
-
(0 ratings)
5.1
(2 ratings)
Product Scalability
-
(0 ratings)
8.9
(4 ratings)
Professional Services
-
(0 ratings)
8.8
(8 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(3 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(3 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 has been great in our management of handling tickets within our Helpdesk but has also allowed us to include other departments. Having work flows has helped us with onboarding and setting up approval process for phones and computers, along with auto prompting end user with additional required info for requests and incidents minimizing the back and forth communication for basic info.
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Pros
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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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.
Read full review
Cons
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
Read full review
SysAid Technologies
  • There are still issues with how well the cloud version of SysAid performs. It can be slow at times. It can be offline every so often (very rarely).
  • There is a lot to learn with this solution so reaching out to their Support is crucial.
  • Cost. This is not the cheapest solution and cost is not an issue for us, but it might be for some companies. I think it is very reasonably priced and you get what you pay for.
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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
Read full review
SysAid Technologies
Having personally used SysAid for the past 10 years or so, when it was still in its infancy, the trajectory of its improvement and the pricing, there is no doubt that it will be soon an overall market leader, because whilst there other services with options that SysAid doesn't have or haven't mastered, they come at [an] eye-watering price, and in my comparison, for up to 300% more.
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Usability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
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SysAid Technologies
SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
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Reliability and Availability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
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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Performance
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
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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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
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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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
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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Implementation Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
No answers on this topic
SysAid Technologies
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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Alternatives Considered
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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SysAid Technologies
SysAid, compared to other helpdesk software, was reasonably cost-effective; they provided seamless integrations and were willing to redesign the software to meet our needs. One of their current features that is winning with my organization is the SysAid bot. This is a great idea, and we hope that in the future, we will be able to customize this to our organization's needs.
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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
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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Return on Investment
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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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.
Read full review
ScreenShots

SysAid Screenshots

Screenshot of IT Ticketing DashboardScreenshot of AI ChatbotScreenshot of Ticket JourneyScreenshot of Workflow DesignerScreenshot of Monitor & Fine TuningScreenshot of AI Case Summarization