Compare SysAid and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (59.9% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Free Trial 1 Agent Per Year
$19.00 1 user per month billed annually
SysAid
Star Rating
(741)4.5 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free Trial 1 Agent Per Year
Free Trial is available
Browse all 2 pricing plansZendesk for Customer Service
Star Rating
(6,798)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a sleek and minimalist user interface, making it visually appealing and easy to navigate. Users appreciate how this design enhances their ability to manage customer queries efficiently, streamlining ticket and email responses.
- Users say that SysAid shines in its automation capabilities, particularly in ticketing processes. Reviewers highlight the AI features that assist in resolving tickets and provide weekly performance insights, which help IT departments stay on top of their workload.
- According to verified reviews, Zendesk for Customer Service is praised for its centralized platform that consolidates marketplace queries, allowing for faster and more effective customer support. This feature is particularly beneficial for teams handling a high volume of inquiries.
- Reviewers mention that SysAid's user-friendly design and good connectivity between modules contribute to a smooth experience. Users find it easy to navigate the system, which enhances overall productivity and reduces the IT workload through self-service options.
- G2 reviewers highlight that while Zendesk for Customer Service has a robust feature set, some users feel it could improve in matching specific workflow needs, indicating potential configuration challenges for certain teams.
- Users report that although SysAid has a higher star rating, its overall user satisfaction is lower compared to Zendesk, which is reflected in the significant difference in G2 Scores. This suggests that while SysAid may perform well in specific areas, it may not deliver the same level of overall satisfaction as Zendesk.
Pricing
Entry-Level Pricing
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
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
SysAid
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.9
595
8.6
5,178
Ease of Use
8.9
598
8.6
5,286
Ease of Setup
8.5
525
8.0
3,247
Ease of Admin
8.8
519
8.2
3,113
Quality of Support
9.0
586
8.4
4,914
Has the product been a good partner in doing business?
9.1
511
8.4
3,036
Product Direction (% positive)
9.1
564
8.0
4,833
Features by Category
Ticket and Case Management
9.0
45
8.8
2581
|
Verified
8.7
46
8.7
2608
|
Verified
8.5
46
8.5
2536
|
Verified
8.2
43
8.4
2370
|
Verified
8.3
45
8.2
1932
|
Verified
8.4
45
8.4
2408
|
Verified
8.6
44
8.6
2409
|
Verified
8.2
42
8.3
1864
|
Verified
Generative AI
7.7
37
7.6
387
7.6
37
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
8.8
44
8.5
2067
|
Verified
9.0
42
8.8
2330
|
Verified
8.1
42
8.4
1745
|
Verified
6.0
38
8.0
1435
|
Verified
5.7
39
8.0
1323
|
Verified
Platform
6.8
46
7.7
1390
|
Verified
8.3
46
8.0
1781
|
Verified
8.9
48
8.3
1956
|
Verified
8.3
46
8.2
1766
|
Verified
8.7
45
7.9
2367
|
Verified
8.7
45
8.0
2418
|
Verified
Administration
8.8
232
|
Verified
Not enough data
8.7
265
|
Verified
Not enough data
8.8
271
|
Verified
Not enough data
Service Desk
9.5
291
|
Verified
Not enough data
9.3
280
|
Verified
Not enough data
8.9
256
|
Verified
Not enough data
Management
8.7
252
|
Verified
Not enough data
9.0
255
|
Verified
Not enough data
8.7
236
|
Verified
Not enough data
8.6
238
|
Verified
Not enough data
8.3
180
|
Verified
Not enough data
Functionality
9.4
267
|
Verified
Not enough data
8.8
222
|
Verified
Not enough data
8.9
229
|
Verified
Not enough data
8.5
220
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
7.5
6
Not enough data
8.3
5
Not enough data
8.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
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
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
757
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
948
|
Verified
Not enough data
8.4
963
|
Verified
Not enough data
8.1
719
Not enough data
8.5
735
|
Verified
Not enough data
8.0
520
Internal Use
8.3
46
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
846
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1510
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
845
Not enough data
7.7
664
Not enough data
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce 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
Platform integration - Conversational Commerce 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
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
9.0
406
Not enough data
8.9
418
Not enough data
9.1
426
Not enough data
8.4
388
Not enough data
8.5
375
Not enough data
Reporting
8.6
415
Not enough data
8.4
388
Not enough data
8.3
325
Not enough data
Access & Usability
7.4
295
Not enough data
8.8
392
Not enough data
9.0
385
Not enough data
8.6
313
Not enough data
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
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
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
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
SysAid and Zendesk for Customer Service are categorized as Help Desk
Unique Categories
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Customer Service Automation, Conversational Support, Workforce Management, Live Chat, Chatbots, Complaint Management, Customer Self-Service, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
SysAid
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
14.3%
Hospital & Health Care
7.2%
Financial Services
4.5%
Banking
4.1%
Computer Software
3.1%
Other
66.6%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
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
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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