Desk365 vs SysAid
Desk365
desk365.io
SysAid
sysaid.comSide by side
| Figure | Desk365 | SysAid |
|---|---|---|
| Price from | $1/mo | $89/mo |
| Free plan | Yes | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 12 | 2 |
| Spec score · IT Ticketing Systems | 9.4 (#1) | 8.7 (#11) |
| Spec score · IT SLA Management Software | 9.3 (#2) | 8.6 (#16) |
| Spec score · IT Help Desk Software | 9.3 (#3) | 8.6 (#21) |
| Asset management | Premium includes lifecycle tracking, software management, inventory, vendors and depreciation. | SysAid includes asset management and describes discovery, inventory, and asset monitoring capabilities. |
| Change management | Plus provides structured change and approval workflows with multi-stage approvals and audit trails. | Change management supports templates, approvals, risk logging, CAB notifications and audit trails. |
| Founded | Desk365 says it was founded in 2020 to build a cloud-based customer service platform. | 2002 |
| Headquarters | Union City, California, USA | Airport City, Israel |
| Integrations | Jira connects through the API; Asana, Microsoft Planner and Azure DevOps connect through Power Automate; Power BI uses the API. | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. |
| Licence | The terms identify Desk365 as proprietary software owned by Kani Technologies Inc. and grant limited, revocable access. | The cloud terms prohibit reverse engineering, copying, sublicensing, redistribution and creation of derivative works, indicating proprietary commercial software rather than open source. |
| Rating on Capterra | 4.9 out of 5 from 12 reviews. | 4.5 out of 5 from 523 reviews |
| Rating on G2 | 4.9 out of 5 from 32 reviews. | 4.5 out of 5 from 753 reviews |
| Rating on Gartner Peer Insights | 4.6 out of 5 from 5 ratings. | 4.5 out of 5 from 828 reviews |
| Rating on GetApp | 4.9 out of 5 from 12 reviews. | 4.5 out of 5 from 523 reviews |
| Rating on Software Advice | 4.9 out of 5 from 12 reviews. | 4.5 out of 5 from 522 reviews |
| Security | Desk365 states that it is GDPR compliant and describes TLS 1.2 or higher for data in transit and AES-256 encryption for stored data. | The pricing page lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. |
| Support | The plan comparison lists 24×7 email support and migration assistance on all three paid plans; a Customer Success Manager is listed for Plus and Premium. | Both plans list 24/6 support; the page gives Professional and Enterprise P1 response times of 3 hours and 1 hour, respectively. |
| What it does | Desk365 combines customer support and IT helpdesk ticketing, assets, Microsoft Teams and AI agents in one workspace. | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. |
Plans
Desk365
- FreeFree
- Standard$12 a month
- Plus$22 a month
- Premium$32 a month
- Free PlanFree
- Standard$12 a year
- STANDARD$12 a month
- Plus$22 a year
- PLUS$22 a month
- Premium$32 a year
In their own words
Desk365
Desk365 is a helpdesk for customer support and IT, bringing ticket handling, asset management, Microsoft Teams and AI tools together. Tickets can arrive by email, Microsoft Teams, support portal, web form or web widget. AI Copilot can draft or translate replies, summarize tickets and create knowledge base articles; AI Agents can respond to customer questions and escalate them into tickets. ITSM features include asset lifecycle tracking and change or approval management, with asset management included in Premium. Connections include Microsoft services, Jira, Asana, Planner and Azure DevOps. Agents and end users can use mobile-responsive portals, with iOS and Android mobile views listed. Desk365 describes TLS 1.2 or higher for data in transit and AES-256 for stored data, and says customer data is hosted in AWS data centers in the United States and European Union. The Free plan covers up to 50 tickets per month. Paid plans are $12.00, $22.00 or $32 a month, billed annually; a 21-day trial is listed.
SysAid
SysAid is an IT service management platform for handling incidents, requests, changes, and problems. It also covers IT asset management, including discovery, inventory, and monitoring, alongside a knowledge base, approval workflows, SLA management, and an employee portal. Plans include Copilot chatbots for end users and agents, AI automations, and prebuilt AI agents. SysAid Connect provides Workato integrations with more than 1,000 business applications, plug-in add-ons, and API access. Named AI connections include Azure AD, Intune, SharePoint, O365, Slack, and Salesforce. The platform lists GDPR, CCPA, SOC 2 Type II, ISO 27001/27017/27018, MFA, SSO, SSL, DPA, and multi-region data residency. Cloud and On-Premises delivery are available, although some features are Cloud-only. Mobile apps for iOS and Android support incident and request work. Professional costs $89 a month, billed at $89 agent/month, with 100K Workato credits and 250 managed assets. Enterprise pricing is custom and starts at 20 agents.