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Agiloft Service Desk Suite vs SysAid comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Agiloft Service Desk Suite
Ranking in Help Desk Software
48th
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
No ranking in other categories
SysAid
Ranking in Help Desk Software
26th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
IT Service Management (ITSM) (25th)
 

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Agiloft Service Desk Suite is 0.6%, up from 0.3% compared to the previous year. The mindshare of SysAid is 1.7%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
SysAid1.7%
Agiloft Service Desk Suite0.6%
Other97.7%
Help Desk Software
 

Featured Reviews

MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
Todd Blake - PeerSpot reviewer
Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC
A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team
SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The solution can scale."
"At our agency, people love SysAid."
"SysAid provides us with multilayered service management and all of our support pieces integrated into one system, making our service and support systems much more transparent for everyone in the business and helping us deal with resources more flexibly."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The simplicity of the solution is excellent."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The only way we could have managed that growth was by having an application like SysAid."
 

Cons

"We have found the documentation a bit confusing at times. This area could use some improvement."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"This means the facilities people can see every ticket that is in the support queue, which is not great."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The only thing that I would like to see is for them to improve asset management so that it's more usable."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"The administrative side of the user interface could be a little more user-friendly."
"There is a learning curve for the users."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"SysAid has fewer AI features compared to other tools."
 

Pricing and Cost Advice

"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
"SysAid is a good solution, especially from a pricing perspective."
"We saw our investment back at the end of year one."
"The pricing of SysAid is less than its competitors."
"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
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Top Industries

By visitors reading reviews
No data available
Construction Company
15%
Computer Software Company
13%
Comms Service Provider
11%
Financial Services Firm
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise4
 

Overview

 

Sample Customers

EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
Find out what your peers are saying about Agiloft Service Desk Suite vs. SysAid and other solutions. Updated: March 2026.
885,311 professionals have used our research since 2012.