Compare ManageEngine ServiceDesk Plus and SysAid
At a Glance
Market Segments
Mid-Market (60.0% of reviews)
Mid-Market (59.6% of reviews)
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Free Trial 1 Agent Per Year
ManageEngine ServiceDesk Plus
Star Rating
(248)4.2 out of 5
Market Segments
Mid-Market (60.0% of reviews)
Pros & Cons
Entry-Level Pricing
Starts at $1195 (For 10 technicians annually)
Browse all 3 pricing plans
SysAid
Star Rating
(744)4.5 out of 5
Market Segments
Mid-Market (59.6% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that SysAid excels in user experience, with a user-friendly design and intuitive connectivity between modules. This has led to high satisfaction ratings, particularly in areas like ticket creation and response automation, which users find significantly enhances their workflow.
- Users say that ManageEngine ServiceDesk Plus offers a wide range of functionalities, but some find it requires custom coding to fully leverage its capabilities. While it helps in tracking and resolving issues efficiently, the complexity can be a barrier for those looking for a more straightforward solution.
- Reviewers mention that SysAid's automation features, including ticketing process automation and AI assistance, greatly improve efficiency and reduce IT workload. This has been particularly praised by users who appreciate the weekly performance insights that help them stay on top of their IT department's activities.
- According to verified reviews, ManageEngine ServiceDesk Plus is noted for its robust ticket management capabilities, allowing users to manage all IT tasks effectively. However, some users feel that the learning curve can be steep, which may hinder quick adoption for new users.
- G2 reviewers highlight SysAid's strong support quality, with many users rating it highly for responsiveness and helpfulness. This level of support is a significant advantage for teams that require reliable assistance during implementation and day-to-day operations.
- Users report that while both products serve the mid-market well, SysAid's overall higher satisfaction scores and recent positive feedback suggest it may be a better fit for organizations seeking a more seamless and efficient IT service management experience.
Pricing
Entry-Level Pricing
ManageEngine ServiceDesk Plus
Standard Edition help desk module
Starts at $1195
(For 10 technicians annually)
The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!
- Self service portal
- Incident management
- Active Directory integration
SysAid
Help Desk
Free Trial
1 Agent Per Year
A comprehensive, generative AI Help Desk platform, revolutionizing IT ticket management and service delivery.
- AI Chatbot
- Asset Management
- Self-Service Portal
Free Trial
ManageEngine ServiceDesk Plus
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.6
220
8.9
597
Ease of Use
8.5
220
9.0
600
Ease of Setup
8.1
162
8.5
527
Ease of Admin
8.4
159
8.8
519
Quality of Support
8.1
204
9.0
588
Has the product been a good partner in doing business?
8.3
151
9.1
511
Product Direction (% positive)
8.2
212
9.1
565
Features by Category
Ticket and Case Management
8.5
32
9.0
45
8.7
33
8.7
46
8.7
33
8.5
46
8.9
32
8.2
43
8.4
33
8.3
45
8.5
33
8.4
45
8.6
32
8.6
44
8.1
31
8.2
42
Generative AI
6.8
13
7.7
37
6.9
13
7.6
37
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.4
32
8.8
44
9.1
33
9.0
42
7.9
27
8.1
42
7.1
24
6.0
38
6.5
24
5.7
39
Platform
7.5
28
6.8
46
7.9
32
8.3
46
8.5
34
8.9
48
7.8
31
8.3
46
8.2
34
8.7
45
8.3
33
8.7
45
Administration
8.8
39
|
Verified
8.8
232
|
Verified
8.8
38
|
Verified
8.7
266
|
Verified
8.9
39
|
Verified
8.8
272
|
Verified
Service Desk
9.2
42
|
Verified
9.5
292
|
Verified
8.9
41
|
Verified
9.3
279
|
Verified
8.9
41
|
Verified
8.9
258
|
Verified
Management
8.6
38
|
Verified
8.7
253
|
Verified
8.6
35
|
Verified
9.0
255
|
Verified
8.6
35
|
Verified
8.7
235
|
Verified
8.7
36
|
Verified
8.6
238
|
Verified
8.1
34
|
Verified
8.3
179
|
Verified
Functionality
9.1
39
|
Verified
9.4
269
|
Verified
8.5
38
|
Verified
8.8
221
|
Verified
8.8
36
|
Verified
8.9
228
|
Verified
8.5
39
|
Verified
8.5
222
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
7.5
8
Not enough data
8.3
5
Not enough data
8.9
6
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
8.9
29
|
Verified
Not enough data
9.2
30
|
Verified
Not enough data
9.1
31
|
Verified
Not enough data
6.4
6
Not enough data
Management Tools
9.2
32
|
Verified
Not enough data
8.7
30
|
Verified
Not enough data
8.9
29
|
Verified
Not enough data
Generative AI
7.6
12
Not enough data
7.6
12
Not enough data
Agentic AI - Incident Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Functionality
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Issue Resolution
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AIOps Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.7
95
9.0
405
8.6
95
8.9
417
8.8
99
9.1
425
7.9
91
8.4
387
8.1
89
8.5
374
Reporting
8.3
95
8.6
414
8.5
86
8.4
387
8.0
74
8.3
324
Access & Usability
7.2
75
7.3
294
8.1
81
8.8
391
8.6
91
9.0
384
7.9
69
8.6
312
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
ManageEngine ServiceDesk Plus and SysAid are categorized as IT Service Management (ITSM) Tools, Service Desk, and Help Desk
Unique Categories
ManageEngine ServiceDesk Plus is categorized as Incident Management
SysAid is categorized as AIOps Platforms
Reviews
Reviewers' Company Size
ManageEngine ServiceDesk Plus
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
18.8%
Financial Services
5.0%
Hospital & Health Care
4.6%
Oil & Energy
4.2%
Computer & Network Security
2.9%
Other
64.4%
Information Technology and Services
14.2%
Hospital & Health Care
7.2%
Financial Services
4.5%
Banking
4.2%
Computer Software
3.1%
Other
66.7%
Alternatives
Discussions
What is ManageEngine ServiceDesk Plus used for?
1 Comment
AP
Comment deleted by user.Read more
ManageEngine ServiceDesk Plus has no more discussions with answers
Does SysAid allow for modern authentication on monitored email?
2 Comments
Official Response from SysAid
In SysAid we have automated email integration, which is affected by Microsoft’s announcement that they’re retiring basic authentication for Office 365 email...Read more
What is SysAid used for?
1 Comment
Official Response from SysAid
SysAid is the next-gen of ITSM, a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive,...Read more
How do I upgrade my SysAid?
1 Comment
AC
You can follow those steps:
https://documentation.sysaid.com/docs/upgrade-guideRead more
