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1,352 views|799 comparisons
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3,193 views|2,727 comparisons
Featured Review
Find out what your peers are saying about SysAid vs. Zendesk Guide and other solutions. Updated: January 2022.
563,148 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""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.""It tracks everything that the technicians are doing. We can account for time and manage resources.""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 simplicity of the solution is excellent."

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"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.""The product offers very good management. It has a great ability to assign tickets based on content.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

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

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"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""The solution itself wasn't easy to set up.""If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article.""Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
  • "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."
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  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • More Zendesk Guide Pricing and Cost Advice →

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    563,148 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: 
    Compared to others, it's reasonably priced. Compared with ServiceNow, they aren't very highly-priced, however, they are continuously increasing their price.
    Top Answer: 
    The solution needs to improve their mobile product. Currently, SysAid does not have a mobile application. It would be better if SysAid had a mobile application for Android and iOS. It would be very… more »
    Top Answer: 
    What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's… more »
    Top Answer: 
    We found the solution to be a bit expensive. We were using the level just below enterprise grade. There aren't really any extra costs beyond the standard licensing.
    Top Answer: 
    If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most… more »
    Ranking
    Views
    1,352
    Comparisons
    799
    Reviews
    7
    Average Words per Review
    1,908
    Rating
    8.3
    Views
    3,193
    Comparisons
    2,727
    Reviews
    6
    Average Words per Review
    1,143
    Rating
    7.5
    Comparisons
    Learn More
    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.

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    Offer
    Learn more about SysAid
    Learn more about Zendesk Guide
    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
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    VISITORS READING REVIEWS
    Comms Service Provider26%
    Computer Software Company24%
    Retailer11%
    Government6%
    REVIEWERS
    Computer Software Company25%
    Financial Services Firm13%
    Construction Company8%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider21%
    Government7%
    Insurance Company4%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise13%
    Large Enterprise50%
    REVIEWERS
    Small Business43%
    Midsize Enterprise36%
    Large Enterprise21%
    Find out what your peers are saying about SysAid vs. Zendesk Guide and other solutions. Updated: January 2022.
    563,148 professionals have used our research since 2012.

    SysAid is ranked 7th in IT Service Management (ITSM) with 7 reviews while Zendesk Guide is ranked 8th in IT Service Management (ITSM) with 6 reviews. SysAid is rated 8.2, while Zendesk Guide is rated 7.6. The top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". SysAid is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus and Spiceworks, whereas Zendesk Guide is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshdesk and Freshservice. See our SysAid vs. Zendesk Guide report.

    See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.