Compare SolarWinds Service Desk and SysAid 
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ManageEngine ServiceDesk Plus
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Help Desk
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At a Glance
Market Segments
Mid-Market (68.6% of reviews)
Mid-Market (60.0% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial 1 Agent Per Year
SolarWinds Service Desk
Star Rating
(765)4.3 out of 5
Market Segments
Mid-Market (68.6% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSysAid
Star Rating
(725)4.5 out of 5
Market Segments
Mid-Market (60.0% of reviews)
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.
- Users report that SolarWinds Service Desk excels in its ticketing system with a score of 9.1, while SysAid shines even brighter with a score of 9.4, indicating a more robust and user-friendly ticketing experience.
- Reviewers mention that SolarWinds offers a solid incident management feature with automated ticket routing scoring 8.6, but SysAid outperforms it with a score of 9.1, showcasing its superior ability to streamline ticket handling.
- G2 users highlight that SolarWinds Service Desk has a slightly lower score of 8.4 for dashboards compared to SysAid's 8.6, suggesting that SysAid provides a more intuitive and visually appealing reporting interface.
- Users on G2 report that SolarWinds has a commendable quality of support with a score of 8.9, but SysAid edges ahead with a score of 9.0, indicating a more responsive and helpful support team.
- Reviewers say that while both products offer self-service options, SysAid's self-service functionality scores 8.8, outperforming SolarWinds' 8.5, which may lead to a better user experience for end-users seeking assistance.
- Users report that SolarWinds Service Desk's SLA management scores 8.0, while SysAid's is slightly better at 8.2, suggesting that SysAid may provide more effective tools for managing service level agreements.
Pricing
Entry-Level Pricing
SolarWinds Service Desk
ESSENTIALS
$39.00
Per Month
For Growing Teams
- Essentials Includes:
- Chat Support
- Service Catalog
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
692
8.9
581
Ease of Use
9.0
693
9.0
584
Ease of Setup
8.6
567
8.5
513
Ease of Admin
8.9
580
8.8
514
Quality of Support
8.9
666
9.0
573
Has the product been a good partner in doing business?
9.0
560
9.1
506
Product Direction (% positive)
9.0
676
9.0
552
Features by Category
Ticket and Case Management
Not enough data
8.9
41
Not enough data
8.7
43
Not enough data
8.4
43
Not enough data
8.2
41
Not enough data
8.2
43
Not enough data
8.4
43
Not enough data
8.6
42
Not enough data
8.2
40
Generative AI
Not enough data
7.6
35
Not enough data
7.6
35
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
8.7
42
Not enough data
9.0
40
Not enough data
8.0
40
Not enough data
5.9
36
Not enough data
5.5
37
Platform
Not enough data
6.9
44
Not enough data
8.3
44
Not enough data
8.8
43
Not enough data
8.2
43
Not enough data
8.7
43
Not enough data
8.7
43
Administration
8.7
107
|
Verified
8.8
230
|
Verified
8.5
111
|
Verified
8.7
261
|
Verified
8.4
121
|
Verified
8.8
268
|
Verified
Service Desk
9.3
128
|
Verified
9.5
285
|
Verified
9.2
127
|
Verified
9.3
277
|
Verified
8.7
121
|
Verified
8.9
253
|
Verified
Management
8.2
68
|
Verified
8.7
249
|
Verified
8.8
67
|
Verified
9.0
252
|
Verified
8.5
66
|
Verified
8.7
234
|
Verified
8.1
58
|
Verified
8.6
234
|
Verified
7.4
49
|
Verified
8.3
178
|
Verified
Functionality
9.1
72
|
Verified
9.4
260
|
Verified
8.3
56
|
Verified
8.8
220
|
Verified
8.7
63
|
Verified
8.9
227
|
Verified
8.1
66
|
Verified
8.5
216
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
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
Monitoring
8.4
77
|
Verified
Not enough data
8.5
86
|
Verified
Not enough data
8.8
91
|
Verified
Not enough data
4.3
10
Not enough data
Management Tools
9.0
97
|
Verified
Not enough data
8.7
98
|
Verified
Not enough data
8.4
84
|
Verified
Not enough data
Generative AI
5.9
25
Not enough data
6.4
25
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
Asset Inventory
8.5
63
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
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
Management
8.6
65
Not enough data
Feature Not Available
Not enough data
Feature Not Available
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
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
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.6
428
9.0
404
8.6
424
8.9
416
8.8
458
9.1
424
8.3
412
8.4
386
8.5
396
8.5
373
Reporting
8.4
445
8.6
413
8.2
356
8.4
386
8.1
330
8.3
323
Access & Usability
7.2
359
7.4
293
8.5
400
8.8
390
8.3
340
9.0
382
8.5
277
8.6
310
Agentic AI - Service Desk
4.6
13
Not enough data
5.9
13
Not enough data
5.6
13
Not enough data
5.3
13
Not enough data
5.9
13
Not enough data
5.8
13
Not enough data
5.4
13
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
12.8%
Hospital & Health Care
7.5%
Higher Education
4.9%
Education Management
4.8%
Financial Services
4.2%
Other
65.7%
Information Technology and Services
14.3%
Hospital & Health Care
7.4%
Financial Services
4.6%
Banking
4.2%
Computer Software
3.2%
Other
66.2%
Most Helpful Reviews
SolarWinds Service Desk
Most Helpful Favorable Review
Melissa M.
Verified User in Insurance
The ability to track and address IT problems and create tickets Asset Management Ability to track software licenses and subscription services User Friendly Easy to Set up
Most Helpful Critical Review
Verified User in Computer Hardware
Ticketing system (especially reporting data) is lackluster. Support is lackluster.
SysAid
Most Helpful Favorable Review
Verified User in Information Technology and Services
The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their...
Most Helpful Critical Review
Verified User in Information Technology and Services
It didn't let you know who was actively working on a ticket. It may have changed since I last used it though.
Melissa M.
Verified User in Insurance
The ability to track and address IT problems and create tickets Asset Management Ability to track software licenses and subscription services User Friendly Easy to Set up
Verified User in Information Technology and Services
The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their...
Verified User in Computer Hardware
Ticketing system (especially reporting data) is lackluster. Support is lackluster.
Verified User in Information Technology and Services
It didn't let you know who was actively working on a ticket. It may have changed since I last used it though.
Alternatives
Discussions
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
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
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
SysAid compatibility with Exchange Server 2013 and above ?
1 Comment
BU
Yes, SysAid works with Exchange 2013 & higher.
Read more
I'm interested in how others have implemented it and uses that may be beneficial to our company.
1 Comment
BU
We have implemented this as the full cloud solution. We have an on Perm Server for Patch Management as well.
Read more
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