SysAid vs TOPdesk comparison

SysAid and TOPdesk are both solutions in the Help Desk Software category. SysAid is ranked #25, while TOPdesk is ranked #17 with an average rating of 7.5. SysAid holds a 1.6% mindshare in HDS, compared to TOPdesk’s 2.1% 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

1,224 Views
894 Comparison Views

90% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,635 Views
1,275 Comparison Views

84% willing to recommend

SysAid

TOPdesk

Comparison Buyer's Guide

Download the report

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: January 2026).

Buyer's Guide

SysAid vs. TOPdesk

January 2026

Download the complete report

Helped 881,707 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

25th

Ranking in IT Service Management (ITSM)

25th

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 February 2026, in the Help Desk Software category, the mindshare of SysAid is 1.6%, up from 0.7% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
TOPdesk	2.1%
SysAid	1.6%
Other	96.3%

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.

Read full review

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

"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."

"The solution can scale."

"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 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 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."

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

"The simplicity of the solution is excellent."

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

More SysAid pros

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

"TOPdesk is overall very stable."

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

"Change management is the most critical feature."

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

"Its ITSM approach is quite useful."

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

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

More TOPdesk pros

Cons

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"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."

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

"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."

"There is a learning curve for the users."

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

"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."

"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."

More SysAid cons

"The solution should be made more user-friendly."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"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."

"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."

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

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

"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."

More TOPdesk cons

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."

"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."

"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."

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

"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."

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

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

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

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

881,707 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

14%

Comms Service Provider

11%

Financial Services Firm

Performing Arts

Computer Software Company

12%

Educational Organization

11%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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.

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

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...

See all answers

Comparisons

ServiceNow vs SysAid

Compared 22% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 15% of the time

HaloITSM vs SysAid

Compared 13% of the time

BMC Helix ITSM vs SysAid

Compared 6% of the time

Xurrent vs SysAid

Compared 6% of the time

More SysAid Competitors

ServiceNow vs TOPdesk

Compared 22% of the time

JIRA Service Management vs TOPdesk

Compared 12% of the time

GLPI by Teclib vs TOPdesk

Compared 7% of the time

Freshdesk vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

SysAid

January 2026

Download SysAid product report

Buyer's Guide

Help Desk Software

January 2026

Download TOPdesk product report

Overview

SysAid is a robust IT Service Management (ITSM) platform powered by Agentic AI, automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. Adding a powerful new operational layer to IT, AI Agents take the first action, freeing IT teams to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, or steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. With our award-winning support, you’re set up for success. ITSM run by AI, and you. Whether you're an SMB or an Enterprise, SysAid offers a customizable IT service delivery platform tailored to your unique needs, ensuring optimal performance and ROI at every stage of growth.

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

January 2026

Free Report: SysAid vs. TOPdesk

Find out what your peers are saying about SysAid vs. TOPdesk and other solutions. Updated: January 2026.

DOWNLOAD NOW

881,707 professionals have used our research since 2012.

See our SysAid vs. TOPdesk report.

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

We monitor all Help Desk Software 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.