Compare SolarWinds Service Desk and SysAid 
At a Glance
Market Segments
Mid-Market (68.3% of reviews)
Mid-Market (59.8% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial 1 Agent Per Year
SolarWinds Service Desk
Star Rating
(768)4.3 out of 5
Market Segments
Mid-Market (68.3% of reviews)
Pros & Cons
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSysAid
Star Rating
(741)4.5 out of 5
Market Segments
Mid-Market (59.8% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that both SolarWinds Service Desk and SysAid offer user-friendly interfaces, but SysAid stands out with its automation capabilities. Users appreciate how SysAid's AI features help streamline the ticketing process, making it easier to manage IT workloads.
- According to verified reviews, SolarWinds Service Desk excels in its ticketing and incident tracking features, with users highlighting the ability to edit responses and attach files directly to tickets. This functionality enhances the overall user experience and simplifies issue resolution.
- Users say that SysAid's performance insights provide valuable weekly updates, allowing IT departments to track their activities effectively. This feature is particularly praised for improving operational efficiency and keeping teams informed.
- Reviewers mention that while both platforms are easy to set up, SolarWinds Service Desk has a slight edge in the onboarding process, with users noting its intuitive setup wizard that facilitates a smoother transition for new users.
- G2 reviewers highlight that SysAid's self-service options significantly reduce the workload on IT teams, allowing users to resolve issues independently. This feature is seen as a major benefit for organizations looking to enhance user autonomy.
- According to recent feedback, SolarWinds Service Desk is recognized for its reporting capabilities, with users appreciating the clarity and detail in the reports generated, which aids in tracking ticket priorities and overall performance.
Pricing
Entry-Level Pricing
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
Includes:
- Incident Management
- Knowledge Base
- Service Portal
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
SolarWinds Service Desk
Free Trial is available
SysAid
Free Trial is available
Ratings
Meets Requirements
8.6
691
8.9
594
Ease of Use
9.0
695
9.0
597
Ease of Setup
8.6
567
8.5
524
Ease of Admin
8.9
579
8.8
519
Quality of Support
8.9
667
9.0
585
Has the product been a good partner in doing business?
9.0
559
9.1
511
Product Direction (% positive)
9.0
674
9.1
563
Features by Category
Ticket and Case Management
Not enough data
9.0
45
Not enough data
8.7
46
Not enough data
8.5
46
Not enough data
8.2
43
Not enough data
8.3
45
Not enough data
8.4
45
Not enough data
8.6
44
Not enough data
8.2
42
Generative AI
Not enough data
7.7
37
Not enough data
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
Not enough data
8.8
44
Not enough data
9.0
42
Not enough data
8.1
42
Not enough data
6.0
38
Not enough data
5.7
39
Platform
Not enough data
6.8
46
Not enough data
8.3
46
Not enough data
8.9
48
Not enough data
8.3
46
Not enough data
8.7
45
Not enough data
8.7
45
Administration
8.7
106
|
Verified
8.8
232
|
Verified
8.5
110
|
Verified
8.7
264
|
Verified
8.4
120
|
Verified
8.8
271
|
Verified
Service Desk
9.3
127
|
Verified
9.5
290
|
Verified
9.2
126
|
Verified
9.3
280
|
Verified
8.7
120
|
Verified
8.9
256
|
Verified
Management
8.2
67
|
Verified
8.7
252
|
Verified
8.8
66
|
Verified
9.0
255
|
Verified
8.5
65
|
Verified
8.7
236
|
Verified
8.1
57
|
Verified
8.6
237
|
Verified
7.5
48
|
Verified
8.3
180
|
Verified
Functionality
9.1
71
|
Verified
9.4
266
|
Verified
8.2
55
|
Verified
8.8
222
|
Verified
8.7
62
|
Verified
8.9
229
|
Verified
8.1
65
|
Verified
8.5
219
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
7.5
6
Feature Not Available
8.3
5
Feature Not Available
8.7
5
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Monitoring
8.4
76
|
Verified
Not enough data
8.5
85
|
Verified
Not enough data
8.8
90
|
Verified
Not enough data
4.3
9
Not enough data
Management Tools
9.0
96
|
Verified
Not enough data
8.7
97
|
Verified
Not enough data
8.4
83
|
Verified
Not enough data
Generative AI
5.9
24
Not enough data
6.5
24
Not enough data
Agentic AI - Incident Management
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
Asset Inventory
8.5
64
Not enough data
8.3
62
Not enough data
8.1
50
Not enough data
8.0
50
Not enough data
8.0
60
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Agentic AI - IT Asset Management
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Management
8.6
65
Not enough data
8.0
9
Not enough data
8.0
9
Not enough data
8.2
55
Not enough data
Functionality
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
Agentic AI - Software Asset Management Tools
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Risk assessment
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Incident Management
8.6
428
9.0
406
8.6
423
8.9
418
8.8
457
9.1
426
8.3
411
8.4
388
8.5
395
8.5
375
Reporting
8.3
447
8.6
415
8.2
355
8.4
388
8.0
329
8.3
325
Access & Usability
7.2
358
7.4
295
8.5
399
8.8
392
8.3
339
9.0
385
8.5
276
8.6
313
Agentic AI - Service Desk
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Categories
Categories
Shared Categories
SolarWinds Service Desk and SysAid are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
SolarWinds Service Desk is categorized as IT Asset Management, Incident Management, and Software Asset Management Tools
SysAid is categorized as Help Desk and AIOps Platforms
Reviews
Reviewers' Company Size
SolarWinds Service Desk
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
12.7%
Hospital & Health Care
7.4%
Higher Education
4.9%
Education Management
4.8%
Financial Services
4.2%
Other
66.1%
Information Technology and Services
14.4%
Hospital & Health Care
7.3%
Financial Services
4.6%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
Alternatives
Discussions
How do I upload a solution article using tablets or phones?
1 Comment
DL
Unfortunately, we can’t create Solutions from the mobile app.
Read more
Windows Installer
1 Comment
JB
This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere.
Samanage had an EXE and an ISO. I'm none to interested in...Read more
SolarWinds Service Desk 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
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