Salesforce Service Cloud vs SysAid comparison

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Salesforce Service Cloud

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and SysAid compete in customer service management. While Salesforce offers robust functionality for large enterprises, SysAid is favored by smaller businesses for its cost-effectiveness and flexibility. SysAid stands out for its significant ROI at lower costs, making it appealing to cost-sensitive companies.

Features: Salesforce Service Cloud offers extensive integration capabilities, case routing, and customizable workflows that are ideal for businesses requiring complex operations. Key features include the Knowledge Base, Service Console, and Omni Channel. SysAid includes service desk functionalities like ticketing, asset management, and a self-service portal. Its customizable forms and efficient workflows cater to users seeking straightforward solutions without additional tools.

Room for Improvement: Salesforce users desire better reporting precision, improved email integration, and more intuitive case management tools, noting its high cost. SysAid could improve its mobile application, role-based security, and knowledge management, with its current focus mainly on desktop usage limiting its mobile flexibility.

Ease of Deployment and Customer Service: Salesforce Service Cloud, primarily deployed on the public cloud, offers hybrid solutions with extensive community support. Customer service is highly rated, though initial support tiers receive mixed reviews. SysAid supports both on-premises and public cloud deployments, adapting to various infrastructure needs. Its customer service is rated positively, highlighting responsive technical support and cost-effective licensing.

Pricing and ROI: Salesforce Service Cloud has premium pricing for large enterprises with complex needs, justified by long-term operational benefits. SysAid is seen as highly affordable, especially for smaller organizations, providing strong value without sacrificing essential functionality.

To learn more, read our detailed Salesforce Service Cloud vs. SysAid Report (Updated: September 2025).

Salesforce Service Cloud vs. SysAid

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Helped 869,566 peers since 2012

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

Salesforce Service Cloud

Ranking in Help Desk Software

4th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)

SysAid

Ranking in Help Desk Software

21st

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (19th)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.3%, up from 1.8% compared to the previous year. The mindshare of SysAid is 1.1%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Salesforce Service Cloud	2.3%
SysAid	1.1%
Other	96.6%

Help Desk Software

Featured Reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

Improved customer service and post-sales support saves time

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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Todd Blake

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.

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Quotes from Members

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

Pros

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"The interface is quite user-friendly."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"We are very happy with the support team from Salesforce."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."

More Salesforce Service Cloud pros

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"The simplicity of the solution is excellent."

"I would say the overall flexibility of the product is its most valuable feature."

"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 SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"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."

More SysAid pros

Cons

"The pricing of the solution can be made cheaper."

"The solution’s user interface could be improved and enhanced."

"The solution could continue improving its artificial intelligence capabilities."

"It is kind of a struggle to get a report that shows something you want it to show."

"Salesforce Service Cloud's report functionality could be improved."

"There are some issues with backend connectivity in Salesforce Service Cloud."

"There is room for improvement in pricing."

"The documentation could be improved."

More Salesforce Service Cloud cons

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"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."

"We would like them to approve the security functionalities, e.g., management security features."

"SysAid has fewer AI features compared to other tools."

"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."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"Currently, SysAid does not have a mobile application."

More SysAid cons

Pricing and Cost Advice

"Salesforce is very cost-effective."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"Salesforce Service Cloud is a highly expensive solution"

"The price of the solution depends on how many users need access to it"

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"The solution is priced at 50 dollars a month per user."

More Salesforce Service Cloud pricing and cost advice

"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."

"SysAid is a good solution, especially from a pricing perspective."

"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."

"We saw our investment back at the end of year one."

"The pricing of SysAid is less than its competitors."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Performing Arts

Computer Software Company

Manufacturing Company

Computer Software Company

15%

Financial Services Firm

Comms Service Provider

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	13
Large Enterprise	24

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.

What needs improvement with Salesforce Service Cloud?

What is your primary use case for Salesforce Service Cloud?

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area. We utilize it for customer service and customer post-sal...

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

What advice do you have for others considering SysAid?

Our customers use the enterprise edition and the standard edition of SysAid. We provide local support, but there are some things we have to escalate to SysAid. When we need support, we use their su...

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Product Reports

Salesforce Service Cloud

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Download SysAid product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

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

Salesforce Service Cloud vs. SysAid