SysAid vs Zoho Desk comparison

SysAid and Zoho are both solutions in the Help Desk Software category. SysAid is ranked #21 with an average rating of 8.0, while Zoho is ranked #8 with an average rating of 8.2. SysAid holds a 1.0% mindshare in HDS, compared to Zoho’s 2.8% mindshare. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

SysAid

Read 10 SysAid reviews

590 Views
407 Comparison Views

90% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,103 Views
1,059 Comparison Views

90% willing to recommend

SysAid

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

SysAid and Zoho Desk compete in providing service management and customer support solutions. SysAid appears to have an advantage in customization and deployment options, while Zoho Desk excels in customer communication management and consistent customer support.

Features: SysAid provides extensive customization capabilities, system integration options, and valuable tools such as the BI Analytics module, change management workflows, and self-service portals. Zoho Desk is strong in consolidating customer contacts across channels, offers robust social media integrations, and facilitates efficient inquiry management through its intuitive interface.

Room for Improvement: SysAid can improve its Knowledge Base with interactive features and enhance asset management options. The absence of a mobile app is also noted. Zoho Desk could benefit from better service management integration and more flexible response customization. Improvements in social media management and offering a night mode interface are additional areas suggested.

Ease of Deployment and Customer Service: SysAid supports both on-premises and cloud deployments, offering flexibility but lacks a mobile app. Zoho Desk primarily deploys in cloud environments with hybrid options, suiting modern enterprises. SysAid receives mixed support reviews, while Zoho Desk provides efficient 24/7 support but lacks depth in IT service management queries.

Pricing and ROI: SysAid is praised for competitive pricing and offers reasonable licensing options, enabling quick ROI through process efficiencies. Zoho Desk, priced per user, provides flexible subscription models and offers significant value, especially with the Zoho One package. SysAid focuses on feature value, while Zoho Desk emphasizes cost-effectiveness.

To learn more, read our detailed SysAid vs. Zoho Desk Report (Updated: July 2025).

Buyer's Guide

SysAid vs. Zoho Desk

July 2025

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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

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)

Zoho Desk

Ranking in Help Desk Software

8th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

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 Zoho Desk is 2.8%, up from 2.7% 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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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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

"The simplicity of the solution is excellent."

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

"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 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 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."

"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

"The solution doesn't have any bugs."

"The initial setup is easy."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

"The product provides communication features like chats and calls."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

More Zoho Desk pros

Cons

"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."

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

"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."

"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 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."

More SysAid cons

"The solution could improve its stability and scalability."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"Could have slightly better integration between additional functionalities in the Zoho desk."

More Zoho Desk cons

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."

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

"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."

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

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Zoho Desk's cost is pretty much okay."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The product costs $10 to $25 per user per month."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"The solution costs INR 8400 per user."

"Zoho Desk's pricing is more flexible."

"For what it does, it's quite cheap."

More Zoho Desk pricing and cost advice

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865,384 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

Performing Arts

Comms Service Provider

Computer Software Company

16%

Manufacturing Company

14%

Government

Insurance Company

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 Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

ServiceNow vs SysAid

Compared 34% of the time

HaloITSM vs SysAid

Compared 24% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 20% of the time

Teamwork vs SysAid

Compared 12% of the time

JIRA Service Management vs SysAid

Compared 10% of the time

More SysAid Competitors

ServiceNow vs Zoho Desk

Compared 39% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

JIRA Service Management vs Zoho Desk

Compared 7% of the time

Zendesk vs Zoho Desk

Compared 6% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

SysAid

July 2025

Download SysAid product report

Buyer's Guide

Zoho Desk

July 2025

Download Zoho Desk 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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

SysAid vs. Zoho Desk

July 2025

Free Report: SysAid vs. Zoho Desk

Find out what your peers are saying about SysAid vs. Zoho Desk and other solutions. Updated: July 2025.

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