SysAid vs. TOPdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SysAid
Score 8.8 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
TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.N/A
Pricing
SysAidTOPdesk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SysAidTOPdesk
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional DetailsSysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.The TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
More Pricing Information
Community Pulse
SysAidTOPdesk
Considered Both Products
SysAid
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 …
TOPdesk
Top Pros
Top Cons
Features
SysAidTOPdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SysAid
8.9
178 Ratings
9% above category average
TOPdesk
7.9
206 Ratings
3% below category average
Organize and prioritize service tickets9.5177 Ratings8.3206 Ratings
Expert directory7.9144 Ratings7.4145 Ratings
Service restoration8.7125 Ratings8.0139 Ratings
Self-service tools8.4171 Ratings8.1192 Ratings
Subscription-based notifications9.6127 Ratings7.8143 Ratings
ITSM collaboration and documentation9.1145 Ratings8.2157 Ratings
ITSM reports and dashboards9.1154 Ratings7.3166 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
SysAid
8.1
154 Ratings
1% below category average
TOPdesk
8.1
168 Ratings
1% below category average
Configuration mangement8.8144 Ratings8.3157 Ratings
Asset management dashboard8.6151 Ratings7.8143 Ratings
Policy and contract enforcement7.0103 Ratings8.2109 Ratings
Change management
Comparison of Change management features of Product A and Product B
SysAid
9.2
143 Ratings
10% above category average
TOPdesk
7.8
163 Ratings
7% below category average
Change requests repository9.3130 Ratings7.5156 Ratings
Change calendar9.2109 Ratings7.9123 Ratings
Service-level management9.2135 Ratings8.0133 Ratings
Best Alternatives
SysAidTOPdesk
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
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SysAidTOPdesk
Likelihood to Recommend
9.1
(180 ratings)
8.7
(208 ratings)
Likelihood to Renew
8.9
(19 ratings)
8.7
(120 ratings)
Usability
8.2
(45 ratings)
9.0
(30 ratings)
Availability
9.1
(5 ratings)
9.1
(9 ratings)
Performance
9.1
(5 ratings)
8.1
(9 ratings)
Support Rating
8.1
(53 ratings)
8.7
(175 ratings)
In-Person Training
9.1
(2 ratings)
7.5
(3 ratings)
Online Training
9.1
(3 ratings)
8.0
(2 ratings)
Implementation Rating
8.7
(11 ratings)
9.8
(17 ratings)
Configurability
9.1
(2 ratings)
8.9
(8 ratings)
Contract Terms and Pricing Model
9.1
(14 ratings)
-
(0 ratings)
Ease of integration
9.1
(3 ratings)
7.4
(17 ratings)
Product Scalability
9.1
(5 ratings)
9.1
(9 ratings)
Professional Services
9.1
(9 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(4 ratings)
9.0
(7 ratings)
Vendor pre-sale
9.1
(4 ratings)
9.1
(7 ratings)
User Testimonials
SysAidTOPdesk
Likelihood to Recommend
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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TOPdesk
TOPdesk is a comprehensive service management software ideal for IT-departments, managing incidents in handling change requests. Also fiscality management can use it to keep track of assets and booking of rooms for meetings e.g. Also the registration of employees can be managed by TOPdesk and is therefore ideal for HR department. A scenario where it is less appropriate would be production planning.
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Pros
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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TOPdesk
  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
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Cons
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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TOPdesk
  • Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
  • Keep Alive - We keep getting "Website is not up to date" from time to time
  • Dark Mode is missing
  • Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
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Likelihood to Renew
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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TOPdesk
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
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Usability
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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TOPdesk
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
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Reliability and Availability
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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TOPdesk
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
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Performance
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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TOPdesk
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
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Support Rating
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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TOPdesk
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
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In-Person Training
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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TOPdesk
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
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Online Training
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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TOPdesk
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
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Implementation Rating
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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TOPdesk
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
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Alternatives Considered
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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TOPdesk
We used to use Maintenance direct - it also had limitations in what we were able to utilize it for. The biggest thing we did use if for was utilities. I'm still working on the comparison to the TOPdesk Utility module to see if it fulfills our requirements from a reporting and financial standpoint. We selected TOPdesk over the Maintenance upgrade due to it being more user friendly and we could focus our time on getting things completed rather than setting up users and monitoring their activity. The ability to put TOPdesk on mobile devices for the technicians has been huge for us. We can do real-time work order assignments while they are in the field. Our old system did not do this.
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Contract Terms and Pricing Model
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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TOPdesk
No answers on this topic
Scalability
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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TOPdesk
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
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Professional Services
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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TOPdesk
No answers on this topic
Return on Investment
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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TOPdesk
  • This year we moved to a unified hardware budget where IT now orders all assets from our budget. Asset management is key to that goal. TOPdesk has enabled our department to move forward with of Computer Lifecycle program of replacements.
  • TOPdesk did come with a cost, we went from using the free Spiceworks solution to a paid solution with TOPdesk. But I firmly believe the benefits outweigh the cost.
  • We had started to have stability issues with our old helpdesk solution. With TOPdesk I have had no downtime and by it being cloud-based we no longer have to have onsite servers.
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ScreenShots

SysAid Screenshots

Screenshot of the IT Ticketing DashboardScreenshot of the AI ChatbotScreenshot of a Ticket JourneyScreenshot of the Workflow DesignerScreenshot of the interface for monitoring and fine tuningScreenshot of an AI Case Summarization