Compare SolarWinds Service Desk and SysAid 
At a Glance
Market Segments
Mid-Market (68.3% 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
(742)4.3 out of 5
Market Segments
Mid-Market (68.3% of reviews)
Entry-Level Pricing
$39.00 Per Month
Free Trial is available
Browse all 3 pricing plansSysAid
Star Rating
(710)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 Help Desk functionality, scoring 9.3, while SysAid shines even brighter with a score of 9.5, indicating a more robust support experience.
- Reviewers mention that SysAid's Ticket Notifications feature is particularly effective, achieving a score of 9.1 compared to SolarWinds' 8.8, suggesting that users may receive more timely updates on their tickets.
- G2 users highlight that SolarWinds Service Desk has a slightly lower score of 8.1 in Automation compared to SysAid's 8.6, indicating that SysAid may offer more advanced automation capabilities for incident management.
- Users on G2 report that SysAid's Reports & Analytics feature is superior, with a score of 8.9, while SolarWinds scores 8.4, suggesting that SysAid provides more comprehensive insights into service desk performance.
- Reviewers say that SolarWinds Service Desk's Ticket Creation User Experience scores 8.2, which is lower than SysAid's 8.8, indicating that users may find SysAid's ticket creation process more intuitive and user-friendly.
- Users report that both products have strong Asset Management capabilities, but SysAid edges out with a score of 8.8 compared to SolarWinds' 8.6, suggesting a slight advantage in managing hardware and software assets effectively.
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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
670
8.9
566
Ease of Use
9.0
670
8.9
569
Ease of Setup
8.6
545
8.5
498
Ease of Admin
8.9
562
8.8
505
Quality of Support
8.9
645
9.0
559
Has the product been a good partner in doing business?
9.0
542
9.1
497
Product Direction (% positive)
9.0
653
9.0
537
Features by Category
Ticket and Case Management
Not enough data
8.8
31
Not enough data
8.7
31
Not enough data
8.4
31
Not enough data
8.2
31
Not enough data
8.2
31
Not enough data
8.4
31
Not enough data
8.5
31
Not enough data
8.2
29
Generative AI
Not enough data
7.4
26
Not enough data
7.4
26
Communication Channels
Not enough data
8.8
31
Not enough data
9.1
30
Not enough data
7.9
30
Not enough data
5.8
26
Not enough data
5.0
27
Platform
Not enough data
6.5
31
Not enough data
8.3
30
Not enough data
8.9
31
Not enough data
8.3
31
Not enough data
8.7
31
Not enough data
8.5
30
Administration
8.7
102
|
Verified
8.8
222
|
Verified
8.6
106
|
Verified
8.8
253
|
Verified
8.4
116
|
Verified
8.9
260
|
Verified
Service Desk
9.3
123
|
Verified
9.5
277
|
Verified
9.2
122
|
Verified
9.3
270
|
Verified
8.7
116
|
Verified
8.9
245
|
Verified
Management
8.3
63
|
Verified
8.8
241
|
Verified
8.8
62
|
Verified
9.0
244
|
Verified
8.5
61
|
Verified
8.7
225
|
Verified
8.2
53
|
Verified
8.7
227
|
Verified
7.7
44
|
Verified
8.4
171
|
Verified
Functionality
9.1
67
|
Verified
9.4
253
|
Verified
8.4
51
|
Verified
8.8
213
|
Verified
8.8
58
|
Verified
8.9
220
|
Verified
8.1
61
|
Verified
8.6
209
|
Verified
Monitoring
8.5
65
|
Verified
Not enough data
8.5
74
|
Verified
Not enough data
8.7
80
|
Verified
Not enough data
Management Tools
8.9
85
|
Verified
Not enough data
8.7
86
|
Verified
Not enough data
8.5
73
|
Verified
Not enough data
Generative AI
7.0
15
Not enough data
7.3
15
Not enough data
Asset Inventory
8.5
57
Not enough data
8.4
56
Not enough data
8.2
44
Not enough data
8.1
44
Not enough data
8.1
54
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Management
8.7
59
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
49
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
Risk assessment
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
8.6
410
9.1
399
8.6
407
8.9
411
8.8
440
9.1
419
8.4
394
8.4
381
8.5
379
8.5
367
Reporting
8.4
428
8.6
408
8.1
339
8.4
381
8.1
313
8.3
318
Access & Usability
7.2
342
7.3
287
8.5
384
8.8
385
8.3
323
8.9
377
8.5
260
8.6
305
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
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
12.4%
Hospital & Health Care
7.4%
Higher Education
5.1%
Education Management
4.9%
Financial Services
4.4%
Other
65.8%
Information Technology and Services
14.5%
Hospital & Health Care
7.1%
Financial Services
4.6%
Banking
3.7%
Computer Software
3.3%
Other
66.8%
Most Helpful Reviews
SolarWinds Service Desk
Most Helpful Favorable Review
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
Most Helpful Critical Review
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
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.
Trevis P.
Verified User
The user friendliness of entire platform impressed me a lot. Therefore, I can comment this as an easy to use software.
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...
Chris M.
Verified User in Mechanical or Industrial Engineering
There have been several performance issues.
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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