Kayako and SysAid, An In-Depth Comparison 2024

Comparison Summary

Kayako: Kayako is a help desk software platform for personal and connected customer service. Exceptional service is delivered across live chat, email, Facebook, and Twitter in multiple languages.

SysAid: SysAid delivers automated IT service through a comprehensive, AI-powered next-gen ITSM platform. Exceptional service and advanced features are provided.

Kayako and SysAid: Customer Satisfaction Data

Most deployed common Use Cases for Kayako and SysAid

Why is Kayako and SysAid the best choice for Helpdesk Management?

Kayako and Sysaid are both helpdesk management tools. Kayako offers a wider range of features, including customer service tools like chat and social media integration. Sysaid focuses more on IT helpdesk operations, providing asset management and workflow automation. Kayako provides a more flexible reporting system with its KQL query language, while Sysaid offers a more streamlined user experience. Both systems have limitations. Kayako’s KQL language can be difficult to use for complex queries, while Sysaid lacks customization options.

"...Kayako started out being used by our organization as a Help Desk for our IT Department...." Peer review by Douglas Deitle, BUSINESS ANALYST (2011 - Present); MANAGER, BENEFITS ADMINISTRATION (2003 - 2011), Tegrit Group

"...The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request...." Peer review by Anonymous Reviewer

How can Kayako and SysAid enhance your Engagement Management process?

Kayako and Sysaid both offer tools for managing customer interactions and tracking requests. Kayako focuses on providing a detailed history of each customer interaction and emphasizes personalized responses. Sysaid, on the other hand, prioritizes efficient communication and tracking of incidents and service requests. Both tools emphasize follow-up and ticket management, however, Kayako offers more robust features for personalized customer engagement. The limitations of these summaries are that they only reflect the specific comments provided and do not include a comprehensive comparison of all features.

"...We automate a lot of what used to be manual email followups for our customers...." Peer review by Administrator

"...Their tech support is very responsive and follows up quickly...." Peer review by Mike G, IT Manager

Why is Kayako and SysAid the best choice for Knowledge Management?

Kayako and Sysaid both provide knowledge base features. Kayako allows users to create multiple knowledge bases, while Sysaid offers a single knowledge base for all content. Kayako users have commented on the ability to quickly set up knowledge bases and add chat widgets. Sysaid users have commented on the integration with other IT management features, such as incident and change management. Both systems have limitations, as users have indicated areas where improvements could be made to the knowledge base functionality.

"...I like the ability to create different knowledge bases...." Peer review by Verified Reviewer

"...Try out the Helpdesk, we have found once that was implement we could start making use of the knowledge Base by having the resolved Service Requests getting added into the KB...." Peer review by Brad G., IT Manager, Accounting

What benefits does Kayako and SysAid offer for Workflow Management?

Kayako and Sysaid both support workflow management by automating tasks and organizing workflows. Kayako emphasizes customization, allowing for integration with APIs and tailoring workflows to various departments. Sysaid focuses on streamlining workflows through pre-built templates and features like automated password resets and self-service portals. However, Kayako's workflow functionality can be complicated, while Sysaid lacks automation in some areas. These limitations may affect the ease of use and flexibility of each tool.

"...Kayako has plenty of way to help customers in an unique way because of its organized platform and workflows...." Peer review by Kristin D, IT Consultant

"...This program is very simple and includes many out of the box workflows and templates...." Peer review by Austin G., Senior Infrastructure Administrator, Accounting

Why is Kayako and SysAid the best choice for Communication Management?

Kayako and Sysaid both allow users to manage communication and track customer interactions. Kayako emphasizes communication across multiple platforms, including email, chat, and social media, while Sysaid focuses on managing tickets and internal communication. Both tools offer features for tracking and monitoring support issues, but Sysaid also provides inventory tracking and service monitoring. The limitations of both tools are not discussed in the comments.