SysAid vs TOPdesk comparison

Why PeerSpot?

SysAid and TOPdesk are both solutions in the Help Desk Software category. SysAid is ranked #26, while TOPdesk is ranked #18 with an average rating of 6.0. Additionally, 90% of SysAid users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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: September 2026).

Buyer's Guide

SysAid vs. TOPdesk

September 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Todd Blake

Senior IT Specialist at a healthcare company with 11-50 employees

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.

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Quotes from Members

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

Pros

"Within less time than it used to take, we can automate a complete Apex task."

"Automation Anywhere has significantly improved our organization's efficiency. Across various processes, we have achieved a 90% time savings for each use case, making our workflow much more streamlined and productive."

"Automation Anywhere is easy to use and user-friendly due to its intuitive interface and straightforward implementation architecture, making it accessible even for those without a technical background."

"I find Automation Anywhere (AA) to be really fast on the development side."

"The development of the company from Automation Anywhere V11 to a2019 was valuable. I found many important and new features, like changing the way we write code and programming. It became much easier and very flexible in version 2019A. It became very easy to use and the recording was also good. Excel became very good too."

"The features of Automation Anywhere improve my company by making deployment and maintenance of our automations a smoother process overall."

"We have automated our critical functions, like supply chain management and purchase orders, and we have staff who have been moved out of the mundane tasks and are now doing value-added activities."

"I found the new feature of integrating Python and HTML the most valuable."

More Automation Anywhere 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."

"The solution can scale."

"I really like the SysAid self-service portal; it's very customizable and we can customize it to fit our needs rather well."

"SysAid provides us with multilayered service management and all of our support pieces integrated into one system."

"The only way we could have managed that growth was by having an application like SysAid."

"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."

"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."

More SysAid pros

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

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

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

"Technical support is great and we have not had any issues with them."

"TOPdesk is overall very stable."

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

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

"Its ITSM approach is quite useful."

More TOPdesk pros

Cons

"I would like OCR for video and text using the IQ Bot. It should also be available in an email tag format."

"There is still a way to go for Automation Anywhere where we can see improvement. Mostly, we want to see more artificial intelligence and machine learning. Now, I can see only this mostly in the IQ Bot where we construct the data from PDFs. I also want to see more features where we can use the artificial intelligence in automating tasks as well."

"The Recorder action in the A2019 Community edition is not supported."

"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."

"With the user interface, a lot of the parts of it I really like, but there are some things that could be made a little simpler. A little less clicking around here and dragging over there to use."

"The bot creation process is straightforward in some ways and complicated in others. You can get your initial stuff laid out really quick, but then putting in your exception handling is more time consuming."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"Automation Anywhere can be improved in terms of complex logic implementation."

More Automation Anywhere cons

"From my perspective, it's a little bit of a legacy system in our IT landscape."

"The only thing that I would like to see is for them to improve asset management so that it's more usable."

"The automation needs improvement. The workflow has some improvements to do."

"The solution needs to improve their mobile product."

"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."

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

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

More SysAid cons

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

"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."

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

"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."

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

"In some fields, it's just not good enough."

"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

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"There is an annual license to use the solution."

"The cost of Automation Anywhere is high in Turkey due to the weak economy."

"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."

"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

More Automation Anywhere 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."

"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."

"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."

"SysAid is a good solution, especially from a pricing perspective."

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

14%

Financial Services Firm

12%

Comms Service Provider

11%

Manufacturing Company

Outsourcing Company

12%

Manufacturing Company

10%

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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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 t...

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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 parti...

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What advice do you have for others considering TOPdesk?

The overall solution rating I would give Topdesk is a six. Whether I would recommend the product would depend on the ...

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Compared 3% of the time

Appian vs Automation Anywhere

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Compared 14% of the time

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Compared 10% of the time

BMC Helix ITSM vs SysAid

Compared 6% of the time

HaloITSM vs SysAid

Compared 4% of the time

Freshservice vs SysAid

Compared 4% of the time

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Compared 11% of the time

JIRA Service Management vs TOPdesk

Compared 8% of the time

LiveChat vs TOPdesk

Compared 7% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

Stat for Oracle E-Business Suite vs TOPdesk

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

SysAid

August 2026

Download SysAid product report

Buyer's Guide

Help Desk Software

September 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

SysAid

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

SysAid

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

September 2026

Free Report: SysAid vs. TOPdesk

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

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