Overview: ManageEngine ServiceDesk Plus and SysAid as Help Desk Category solutions.

ManageEngine ServiceDesk Plus is designed for diverse industry needs with a rich feature set and robust support options, making it a strong choice for enterprises seeking scalability and customer relationship enhancement. SysAid offers advanced customization with extensive support, appealing to industries like healthcare and education, and prioritizing efficiency and communication improvements.

ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is a comprehensive ITSM software offering integrated asset management, CMDB, and service desk features. It supports project and enterprise service management for various departments.

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

ManageEngine ServiceDesk Plus and SysAid: Best Use cases based on the customer satisfaction data

ManageEngine ServiceDesk Plus

4.2

SysAid

4.4

Key Capabilities Supported

ManageEngine ServiceDesk Plus supports helpdesk management, sales document management, and contract management among others, catering to enterprises looking for comprehensive process integration. read more →

SysAid emphasizes helpdesk and workflow management, targeting organizations prioritizing seamless support and communication flow. read more →

Business Goals

ManageEngine ServiceDesk Plus is acclaimed for scaling best practices and enhancing customer relationships, suiting enterprises aiming for both stability and growth. read more →

SysAid boosts efficiency and customer acquisition, aligning with businesses focused on rapid internal and external growth. read more →

Core Features

The standout features of ManageEngine ServiceDesk Plus include compliance, data export, and AI-powered functionalities, meeting diverse user needs from integration to custom reporting. read more →

SysAid's features such as compliance, high data import capability, and custom reports cater to users needing flexibility and thorough data management. read more →

Vendor Support

ManageEngine ServiceDesk Plus offers 24/7 support through various channels, matching the demands of businesses operating round-the-clock. read more →

SysAid provides extensive support options, including omnipresent 24/7 support, aligning with high-demand environments. read more →

Segments and Industries

ManageEngine ServiceDesk Plus is widely used across non-profits, banking, and IT services, demonstrating its versatility in accommodating diverse sectors. read more →

SysAid finds its niche in healthcare, education, and IT services, illustrating its adaptability to specific industry demands. read more →

Operational Alignment

ManageEngine ServiceDesk Plus fits into large-scale operational workflows, favored by enterprises and large organizations. read more →

SysAid caters to various operational environments, with a stronghold in large enterprises and educational sectors. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Security & Privacy Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

Integration Risk

low

{{{rsh_C_1}}}

low

{{{rsh_C_1}}}

Migration Risk

medium

{{{rsh_C_1}}}

medium

{{{rsh_C_1}}}

IT and Other Capabilities

Low
Medium
High

Ease of migration

Read peer / expert warnings.

Data

Data Export

Read peer / expert warnings.

Data Import

Read peer / expert warnings.

Support

Phone Support

Read peer / expert warnings.

Chat Support

Read peer / expert warnings.

Email Support

Read peer / expert warnings.

24/7 Support

Read peer / expert warnings.

Others

Analytics

Read peer / expert warnings.

Custom Reports

Read peer / expert warnings.

AI Powered

Read peer / expert warnings.

Most deployed common Use Cases for ManageEngine ServiceDesk Plus and SysAid

What benefits does ManageEngine ServiceDesk Plus and SysAid offer for Helpdesk Management?

Manageengine Servicedesk Plus and Sysaid both manage help desk requests and track assets. Manageengine Servicedesk Plus offers a wider range of features such as advanced reporting, customizability, and integration with Active Directory. Sysaid is more user-friendly and easier to implement, but it has limitations in customization and automation. Both tools have experienced downtime, which can hinder help desk operations.

"...One of the best helpdesks i ever used (i worked with 5-10 diffrent systems)...." Peer review by Dennis J

"...Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users...." Peer review by Ryan B., Director of Information Network Services, Information Technology and Services

How efficiently Does ManageEngine ServiceDesk Plus and SysAid manage your Knowledge Management?

Manageengine Servicedesk Plus and Sysaid both offer knowledge management features. Manageengine Servicedesk Plus emphasizes a comprehensive approach, integrating knowledge management with other functions like incident management, asset tracking, and purchasing. Sysaid focuses on a more streamlined knowledge base, primarily used to manage and track information about incidents and requests. Both tools face limitations, such as Manageengine's difficulty adding video tutorials to its knowledge base and Sysaid's occasional lag when uploading information.

"...Before ServiceDesk Plus, we had no knowledge base and requests were handled mostly through emails that I was getting lost in...." Peer review by Robert L

"...not only allows us to manage service requests, but our asset inventory, and our MIS knowledge base is effectively managed through this exceptional product...." Peer review by Don Dreibelbies

Why is ManageEngine ServiceDesk Plus and SysAid the best choice for Workflow Management?

ManageEngine Servicedesk Plus and Sysaid both have robust workflow management capabilities. ManageEngine Servicedesk Plus excels at streamlining planning and provides pre-built workflows to minimize implementation time. Sysaid offers automated workflow features, including password reset and self-service portals. ManageEngine Servicedesk Plus has limitations in problem management, while Sysaid lacks automation and customization for workflow processes.

"...Approval/workflow...." Peer review by Verified Reviewer, Warehousing, 201-500 employees

"...Templates and workflow helping to take work off of Admins...." Peer review by Peggy R., Help Desk Supervisor, Government Administration

What solutions does ManageEngine ServiceDesk Plus and SysAid provide for Communication Management?

Manageengine Servicedesk Plus and Sysaid both enable users to create tickets by sending emails. Manageengine Servicedesk Plus offers more features for communication management, including sending purchase orders and integrating with IBM Notes. Sysaid emphasizes communication management for internal teams, ensuring fair allocation of tasks and monitoring project progress. However, Manageengine Servicedesk Plus has limitations in areas such as release management and communication tools.

"...to service desk Great way to track help tickets and set up changes for review and maintain parameters and procedures for making changes and ability to verify and get others to approve and keep track of this Ability to tie in IBM notes to automatically create tickets and use Service desk to send emails that automatically save in ticket for better record keeping of communication between technician and end user...." Peer review by User

"...ease of opening tickets for our end users - simply sending an email and then setting up routing rules for ticket classification or assignment...." Peer review by Maura K., IT Helpdesk Supervisor, Manufacturing