iSupport Service Desk vs SysAid
iSupport Service Desk
isupport.com
SysAid
sysaid.comSide by side
| Figure | iSupport Service Desk | SysAid |
|---|---|---|
| Price from | — | $89/mo |
| Free plan | — | — |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 3 | 2 |
| Spec score · IT Change Management Software | 8.6 (#11) | 8.6 (#12) |
| Asset management | Network scanning builds an asset database and can run scheduled or real-time comparisons; the vendor says asset quantity does not change the price. | SysAid includes asset management and describes discovery, inventory, and asset monitoring capabilities. |
| Company legal name | The website footer identifies the maker as Groupware Incorporated doing business as iSupport Software. | The Google Play listing identifies the developer as SYSAID TECHNOLOGIES LTD. |
| Deployment | The product is offered as hosted software or an on-premises installation. | SysAid offers Cloud and On-Premises delivery, and its FAQ says the Cloud edition includes some features unavailable on-premises. |
| Founded | 1992 | 2002 |
| Headquarters | Washington State, United States | Airport City, Israel |
| Incident management | Incidents can be created from email, direct entry, schedules, social media, mobile clients and end-user portals, then routed and escalated by configurable rules. | The Professional plan includes end-to-end incident handling with prioritization, SLA tracking, automation and audit trails. |
| Integrations | Documented integrations include Active Directory, LDAP, Bomgar, Citrix GoToAssist, Outlook Calendar, Google Calendar, Twitter and third-party reporting tools. | SysAid Connect combines native integrations, Workato recipes and a Microsoft Teams application; the marketplace lists integrations such as Jira, Confluence, PagerDuty and Pax8. |
| Rating on Capterra | 4.3 out of 5 from 34 reviews | 4.5 out of 5 from 523 reviews |
| Rating on G2 | 4.2 out of 5 from 22 reviews | 4.5 out of 5 from 753 reviews |
| Rating on Gartner Peer Insights | 4.8 out of 5 from 21 reviews | 4.5 out of 5 from 828 reviews |
| Rating on TrustRadius | 5.1 out of 10 from 4 reviews | 8.8 out of 10 from 283 reviews and ratings |
| Support | Technical support is available by phone or email Monday through Friday from 6:00 AM to 5:00 PM, and deployment consulting is provided remotely by systems engineers. | 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 | iSupport is IT service-management and help-desk software for incident, problem, change, asset, knowledge, workflow and customer-support operations. | SysAid is an AI-powered IT service-management platform for service requests, incidents, workflows, assets and organizational service processes. |
| Workflow automation | Rules can route, escalate and update work items, enforce SLAs, trigger approvals, create incidents from email and invoke webhooks. | A no-code Workflow Designer builds multistep ticket workflows with approvals, notifications and escalations. |
Plans
iSupport Service Desk
- Incident ManagementPriced on request
- Service DeskPriced on request
- Service Desk EditionPriced on request
In their own words
iSupport Service Desk
iSupport Service Desk automates incident, problem, change, knowledge, asset, customer, approval, and survey functions. Its Service Desk Edition combines incident, problem, and change management with service contracts, a CMDB, SLAs, purchasing, and a service catalog. Incidents can come in through email, direct entry, scheduling, social media, mobile clients, and mySupport portals. Administrators can configure forms, workflows, integrations, and business rules. The mySupport self-service portal includes chat, forums, knowledge bases, Q&A guides, custom forms and workflows, and real-time reporting. It is included with every license, with unlimited branded portals and end users at no additional cost. Reporting supports custom report building and scheduled PDF, Excel, and Word reports. The software can be hosted or installed on-premise, with access through Android, iOS, and web; an HTML5 interface also supports tablets and smartphones. Pricing is on request, and a free trial is available.
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.