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SysAid vs TOPdesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
27th
Ranking in IT Service Management (ITSM)
24th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
10
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
16th
Ranking in IT Service Management (ITSM)
15th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of SysAid is 1.8%, up from 0.7% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
TOPdesk2.1%
SysAid1.8%
Other96.1%
Help Desk Software
 

Featured Reviews

Todd Blake - PeerSpot reviewer
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.
Martina Peneva - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"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."
"Overall the administrative side does save you costs in terms of resources and time."
"The only way we could have managed that growth was by having an application like SysAid."
"SysAid provides us with multilayered service management and all of our support pieces integrated into one system, making our service and support systems much more transparent for everyone in the business and helping us deal with resources more flexibly."
"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 tracks everything that the technicians are doing. We can account for time and manage resources."
"I would say the overall flexibility of the product is its most valuable feature."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"As we have moved to an off-premises deployment, we get regular updates."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its ITSM approach is quite useful."
"TOPdesk is overall very stable."
"The most valuable feature of the solution is the ticketing feature."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
 

Cons

"The only thing that I would like to see is for them to improve asset management so that it's more usable."
"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"The solution needs to improve their mobile product."
"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."
"Currently, SysAid does not have a mobile application."
"The automation needs improvement. The workflow has some improvements to do."
"We would like them to approve the security functionalities, e.g., management security features."
"An operator is also a user but requires creating two different records."
"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."
"Change management implementation, facility management, and making reservations on assets can be improved."
"The solution should be made more user-friendly."
"In some fields, it's just not good enough."
"An operator is also a user but requires creating two different records."
"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."
"It is time-consuming to add new users."
 

Pricing and Cost Advice

"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."
"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."
"We saw our investment back at the end of year one."
"SysAid is a good solution, especially from a pricing perspective."
"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."
"The solution is inexpensive compared to competitors."
"TOPdesk's pricing is cheaper than Jira's."
"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."
"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."
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Top Industries

By visitors reading reviews
Construction Company
16%
Financial Services Firm
12%
Comms Service Provider
11%
Computer Software Company
11%
Manufacturing Company
10%
Educational Organization
10%
Computer Software Company
9%
Outsourcing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise4
By reviewers
Company SizeCount
Small Business2
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
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...
What is your primary use case for TOPdesk?
I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for servi...
 

Comparisons

 

Overview

 

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.
Find out what your peers are saying about SysAid vs. TOPdesk and other solutions. Updated: April 2026.
893,221 professionals have used our research since 2012.