Sendbird vs SysAid comparison

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Sendbird

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Executive SummaryUpdated on Dec 1, 2024

SysAid and Sendbird compete in the IT service management and in-app communication categories, respectively. SysAid has the upper hand in pricing and support options, while Sendbird's advanced features justify its higher cost.

Features: SysAid offers asset management, ticketing, and automation tools, providing a comprehensive IT package. Sendbird enhances user communication through real-time messaging, high-quality voice and video calling, and robust API integration.

Room for Improvement: SysAid can improve reporting functions and enhance the user interface for more intuitive navigation. Additionally, its workflow system may benefit from more simplified processes. Sendbird could enhance flexibility in customization and reduce the need for technical expertise in deployment, and work on improving user experience consistency.

Ease of Deployment and Customer Service: SysAid offers straightforward deployment, supported by well-structured resources, enhancing ease of setup. Sendbird focuses on flexible integration but may require more technical expertise due to its customization options. Both offer supportive customer service, yet SysAid's approach appears more organized.

Pricing and ROI: SysAid presents competitive pricing with lower setup costs, ensuring ROI by enhancing IT operations efficiently. Sendbird, while higher in cost, delivers ROI through specialized features that boost user engagement, justifying the investment for businesses focusing on niche communication enhancements.

To learn more, read our detailed Sendbird vs. SysAid Report (Updated: April 2025).

Sendbird vs. SysAid

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Helped 850,236 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

Sendbird

Ranking in Help Desk Software

13th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Enterprise Social Software (10th)

SysAid

Ranking in Help Desk Software

20th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (21st)

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Sendbird is 0.1%, down from 0.1% compared to the previous year. The mindshare of SysAid is 0.7%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Pranay Koley

Junior Software Developer at Weavers Web Solutions Private Limited

Facilitates user communication with rich features

In our company, we are using Sendbird for building a chat feature within our salon application. I am using the Flutter framework to implement the chat feature, which facilitates communication between users and businesses, specifically salon shops There are many useful features with Sendbird. I…

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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

"Sendbird is reliable and generally crash-free."

"The most valuable feature for us, besides chat, was file transfer, as we used it for sending files and images in chats."

"Sendbird provides many features for real-time messaging, such as receipt ID and typing indicators."

"Sendbird is very flexible, and they have made great strides towards optimization."

"There are many useful features with Sendbird."

"The Sendbird developer portal provides each step, including methods, making it easy to implement."

"The backend system was managed by Sendbird, eliminating the need for caching systems or local storage on user devices."

"Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value."

"The solution can scale."

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

"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 simplicity of the solution is excellent."

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

"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."

"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."

"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

"A major issue was the requirement for a separate connection to Sendbird, resulting in a delay when initiating the chat."

"More analytics tools could be integrated into Sendbird."

"The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused frustration."

"At times, there are unexpected behaviors where the documentation suggests something different from how the SDK actually behaves, requiring us to create workarounds."

"Impersonating a user or using a template user to send messages for development purposes would be very useful."

"Their pricing is very high compared to competitors, which is a concern for us."

"The documentation for integrating with the Flutter framework is lacking detailed information."

"I thought that there should be the audio and the video call functionality as well."

"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."

"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."

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

"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 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."

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

More SysAid cons

Pricing and Cost Advice

"There is a starter plan for $399 per month, and a pro plan for $799 dollars."

"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."

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

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

"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."

"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

No data available

Computer Software Company

14%

Financial Services Firm

13%

Retailer

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Sendbird?

Testing Sendbird is challenging due to the trial limitations of only one hundred users. The subscription cost is quite high, which prevents us from subscribing before the project completion and use...

What needs improvement with Sendbird?

The documentation for integrating with the Flutter framework is lacking detailed information. Initially, I struggled to connect users and manage tokens for active and offline sessions, which caused...

What is your primary use case for Sendbird?

What do you like most about SysAid?

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

What is your experience regarding pricing and costs for SysAid?

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.

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.

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Comparisons

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Product Reports

Enterprise Social Software

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Also Known As

Sendbird Calls, Sendbird Desk

No data available

Overview

Businesses utilize Sendbird for real-time communication in apps, including chat, notifications, messaging for support, and community engagement. It integrates with mobile and web platforms for seamless user interactions and reliable messaging services.

Sendbird is highly regarded for its ease of integration with both mobile and web platforms, providing a robust solution for real-time communication needs such as chat, notifications, and customer support messaging systems. Companies use it to enhance user engagement through efficient, reliable messaging services. The platform stands out due to its strong API, reliable performance, excellent customer support, and extensive documentation. Despite challenges with scalability during peak times and integration difficulties, Sendbird's customization options and real-time messaging capabilities cater to both small and large applications.

What are the key features?

Strong API: Provides a powerful and flexible interface for developers.
Reliable Performance: Ensures stable and consistent operations.
Excellent Customer Support: Offers responsive and helpful assistance.
Seamless Integration: Easily integrates with other platforms.
Extensive Documentation: Enhances the developer experience with thorough guides and resources.
Customization Options: Allows tailoring to specific needs and use cases.
Real-Time Messaging: Supports instant communication capabilities.
Easy Scalability: Handles growth for both small and large applications.

What benefits should users look for?

Enhanced User Engagement: Promotes active interaction and satisfaction.
Efficient Communication: Provides reliable messaging and notifications.
Developer-Friendly: Offers strong support and comprehensive documentation.
Scalability: Adapts to the changing demands of the business.
Seamless Integration: Simplifies the integration process with other platforms.

Sendbird is widely implemented across a range of industries such as e-commerce, healthcare, and social networking. E-commerce platforms use it to handle customer support and notifications, healthcare apps utilize it for patient communication, and social networks leverage its real-time chat capabilities for community engagement and interaction.

Sendbird

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

Information Not Available

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

Sendbird vs. SysAid