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: July 2025).

Salesforce Service Cloud vs. SysAid

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Helped 865,384 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 (2nd), 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) (20th)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 2.4%, up from 1.6% compared to the previous year. The mindshare of SysAid is 1.0%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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

"There is an out-of-the-box feature for reporting and analytics"

"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."

"Salesforce Service Cloud improved our organization with its mobile capabilities."

"The interface is quite user-friendly."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"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 plug-ins that work with other standard systems have made the product industry-ready."

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."

More Salesforce Service Cloud pros

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

"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 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."

"The solution can scale."

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

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

More SysAid pros

Cons

"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."

"The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

"The pricing for what Salesforce Service Cloud offers is not great."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

"The documentation could be improved."

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

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

More Salesforce Service Cloud cons

"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."

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

"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 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."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

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

"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."

More SysAid cons

Pricing and Cost Advice

"Salesforce is not a cheap product. It can be expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is very cost-effective."

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

"Salesforce Service Cloud is a bit expensive."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Salesforce Service Cloud is a highly expensive solution"

"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."

More Salesforce Service Cloud pricing and cost advice

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

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

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

15%

Manufacturing Company

10%

Performing Arts

Computer Software Company

13%

Financial Services Firm

Performing Arts

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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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Also Known As

Service Cloud

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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