SysAid vs TOPdesk comparison

SysAid and TOPdesk are both solutions in the Help Desk Software category. SysAid is ranked #21 with an average rating of 8.0, while TOPdesk is ranked #17 with an average rating of 8.0. SysAid holds a 1.0% mindshare in HDS, compared to TOPdesk’s 2.3% mindshare. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

SysAid

Read 10 SysAid reviews

590 Views
407 Comparison Views

90% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,122 Views
875 Comparison Views

84% willing to recommend

SysAid

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and TOPdesk are two competing IT service management solutions. SysAid appears to have the upper hand due to its robust change management and asset tracking capabilities as highlighted by user reviews.

Features: SysAid offers a highly customizable interface and an extensive BI Analytics module, enabling tailored user experience and comprehensive workflow management. Its Knowledge Base provides structured processes for user requests. TOPdesk, on the other hand, offers simple yet effective change management, useful for setting up workflows with ease. Additionally, TOPdesk is noted for its ease of use which facilitates efficient workflow implementation.

Room for Improvement: SysAid could better link articles directly to tickets and enhance mobile functionalities. Its role-based security settings need more flexibility, and there's room to improve integration of automation functionalities. TOPdesk should refine its reporting tools for more timely data representation and improve features of its mobile app to match competitors.

Ease of Deployment and Customer Service: SysAid supports flexible deployment options such as on-premises and public-cloud, with its second level support being highly rated. TOPdesk also provides 24/7 support although first-level support receives mixed reviews. Deployment options include private and on-premises, offering similar flexibility as SysAid.

Pricing and ROI: SysAid is frequently seen as cost-effective with competitive pricing that brings a strong ROI for small to medium enterprises. Users note improved process efficiency and employee satisfaction as key ROI contributors. TOPdesk's pricing is deemed reasonable, albeit on the higher side for some, with ROI often related to its streamlined processes, though smaller businesses may find the costs prohibitive.

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

Buyer's Guide

SysAid vs. TOPdesk

August 2025

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Helped 865,576 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

SysAid

Ranking in Help Desk Software

21st

Ranking in IT Service Management (ITSM)

20th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

TOPdesk

Ranking in Help Desk Software

17th

Ranking in IT Service Management (ITSM)

15th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of SysAid is 1.0%, up from 0.7% compared to the previous year. The mindshare of TOPdesk is 2.3%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

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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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

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

Pros

"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 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."

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

"The simplicity of the solution is excellent."

"The solution can scale."

"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

"Its ITSM approach is quite useful."

"It is an easy-to-use solution."

"TOPdesk is overall very stable."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of this solution is the incident management module."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"The most valuable feature of TOPdesk is the reports."

More TOPdesk pros

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."

"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."

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

"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."

"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."

"There is a learning curve for the users."

More SysAid cons

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"An operator is also a user but requires creating two different records."

"It is time-consuming to add new users."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"Change management implementation, facility management, and making reservations on assets can be improved."

"The solution's change management could be better."

More TOPdesk cons

Pricing and Cost Advice

"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."

"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."

"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."

"TOPdesk's pricing is cheaper than Jira's."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The solution is inexpensive compared to competitors."

"The solution's pricing is reasonable and not expensive."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

Performing Arts

Comms Service Provider

Computer Software Company

17%

Educational Organization

10%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about SysAid?

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

See all answers

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.

See all answers

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...

See all answers

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

See all answers

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

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Compared 10% of the time

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Compared 35% of the time

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Compared 19% of the time

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Compared 11% of the time

BMC Helix ITSM vs TOPdesk

Compared 6% of the time

GLPI by Teclib vs TOPdesk

Compared 6% of the time

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Product Reports

Buyer's Guide

SysAid

July 2025

Download SysAid product report

Buyer's Guide

Help Desk Software

August 2025

Download TOPdesk product report

Overview

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.

SysAid

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

TOPdesk

Sample Customers

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

SysAid vs. TOPdesk

August 2025

Free Report: SysAid vs. TOPdesk

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