# Compare SysAid vs Zendesk Suite 2026 | Capterra > Unsure of what to choose? Check Capterra to compare SysAid and Zendesk Suite based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/107225-164283/SysAid-vs-Zendesk --- # SysAid vs Zendesk Suite Features and Cost Comparison Last updated April 30th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: SysAidZendesk Suite2/4 selected [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.5 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) [## SysAid](https://www.capterra.com/p/107225/SysAid/)[4.5 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting Price Contact vendor Value-for-Money 4.5 Functionality 4.5 Ease of Use 4.5 Customer Service 4.5 Reviews Sentiment Based on [515 reviews](#user-reviews) Positive 475 Neutral 28 Negative 12 [## Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $39.00/month Value-for-Money 4.2 Functionality 4.4 Ease of Use 4.3 Customer Service 4.3 Reviews Sentiment Based on [4,079 reviews](#user-reviews) Positive 3,643 Neutral 318 Negative 118 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 4,213 reviews from help desk software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 72%Fit Not enough reviews Feature ratings Ticket Management 4.7 Real-Time Notifications 4.6 Third-Party Integrations 4.4 Customizable Fields 4.8 Performance Metrics \-- 79%Fit Feature ratings Ticket Management 4.5 Real-Time Notifications 4.4 Third-Party Integrations 4.0 Customizable Fields 4.2 Performance Metrics 4.3 User satisfaction User satisfaction 4.5 User reviews[515](https://www.capterra.com/p/107225/SysAid/reviews/) Ease of use 4.5 Functionality 4.5 Value for money 4.5 Customer support 4.5 User satisfaction 4.4 User reviews[4,079](https://www.capterra.com/p/164283/Zendesk/reviews/) Ease of use 4.3 Functionality 4.4 Value for money 4.2 Customer support 4.3 Price starts from Price starts from \-- - Free version - Free trial Price starts from $39Per User, Per Month - Free version - Free trial Best for Best for Designed for SMBs and enterprises, SysAid offers a customizable IT service delivery platform tailored to the business's unique needs, ensuring optimal performance and ROI at every stage of growth. Best for Businesses of all sizes in retail, financial services, education, government, transportation, manufacturing, software, healthcare, telecommunications, media, and more. ## User reviews Pros & cons PG PRINCESS G. Performance Management > "Its automation and clear workflows improve response times and support better cross‑team communication. While setup and configuration can be..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) NV Norbert V. IT Admin - Analyst > "We are big company with more than 15 000 employees, we have a lot of tickets when something goes wrong, Sysaid was not initialy setup for such..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7103744) CU Cephas U. Enterprise Business Intelligence and Reporting > "Also, it helps me track the area in which the users need more trainings, and it has helped my team to develop solutions to address their needs." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117737) BR Borja R. IT Consultant > "The main drawback is that certain advanced configurations—especially in automation rules and integrations—can be time-consuming for new..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7055961) MG Martin G. Software developer > "From an IT user perspective, SysAid provides a stable and well-structured ITSM platform that supports efficient incident and request management." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) Michal N. Desk side support leader > "SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6386973) Víctor Adolfo G. Jefe de IT > "The workflow designer is incredibly flexible, allowing us to orchestrate complex internal processes (like onboarding or change requests) with..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7136770) CU Cephas U. Enterprise Business Intelligence and Reporting > "For example, there is a temporary service failure and multiple users have logged complaints about it." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117737) MV Michaela V. IT Analyst > "Asset management integration – ability to link tickets directly to assets helped with troubleshooting and audit traceability." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7141806) CW Clay W. IT Project Management > "Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6439572) BR Borja R. IT Consultant > "Its security measures are robust, and the live chat tool allows quick communication with users, improving resolution times." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7055961) JB James B. Project Engineer > "Sometimes it's hard to find the right category, they filter out sub categories based on previous options." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6583763) MG Martin G. Software developer > "Ticket creation, categorization and prioritization are straightforward and the workflow automation helps reduce manual overhead." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) SG Sandra G. IT OFFICER > "The mobile app has received criticism for being less functional and not as polished as the desktop version." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6322205) WA Wealth A. Data Engineer > "It makes tracking tickets, managing requests, and maintaining visibility across issues quite straightforward." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) JM James M. ICT Specialist > "Lack of Approval process for Employee Provisioning" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6324189) PG PRINCESS G. Performance Management > "It also provides useful insights into recurring issues, helping us understand patterns and improve our IT processes." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) ED Emily D. Web Developer > "I think so far asset management, we use several products and none of them do exactly what we want them to do." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6609608) VG Victor G. Jefe de IT > "Additionally, the recent AI Copilot features have proven to be an excellent value-add, helping our team stay productive and focused on..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7127158) SG Sandra G. IT OFFICER > "Users have reported it to be slow and lacking essential features" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6322205) VG Victor G. Jefe de IT > "It has provided us with a stable, secure, and scalable environment to manage our global IT services." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7127158) SA Samuel A. Software > "SysAid falls short in the area of mobile user experience, lackluster interface design, and a somewhat underwhelming support service." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4826621) CE Christopher E. ICT Support Technician > "The interface is clear, and the workflow supports quick responses, which helps in day-to-day IT support." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115524) KB Kleber B. Analyst Security > "There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6087443) PG PRINCESS G. Performance Management > "Its integrated ITSM modules make incident handling and collaboration across teams smoother." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) MHS Mohammed Hareez S. Customer Success representative > "The only dislike about sysaid is its not well organized" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6681876) WA Wealth A. Data Engineer > "It performs well for core functions, but there’s definitely room for improvement in terms of usability, flexibility, and modern user experience." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) CM Clint M. Network Technician > "There is definitely some aspects missing, like the ability to merge tickets." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___5095388) CW Clay W. IT Project Management > "Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6439572) RD Ross D. Senior IT Support Analyst > "Sometimes entering data can be time consuming as there are not always ways to do it in a batch." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6051264) LH Lorna H. IT Manager > "Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6548760) NL Nzai L. project officer sanitation and hygiene > "the application is not mobile device compatible this limits other user to use it" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4962649) BR Brian R. Support Technician > "SysAid is a powerful IT service management (ITSM) solution that streamlines helpdesk operations with its intuitive interface and automation..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6673536) CS Cody S. Network Engineer > "I miss some features from systems that I used at previous jobs." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6050189) Víctor Adolfo G. Jefe de IT > "It effectively bridges the gap between a simple help desk and a high-end ITSM suite." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7136770) DR Dewmi R. Application Support Engineer > "Some support agents are not helpful at all." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6052780) AS Adewale S. HIO > "All the members of the team love it because of the ticket categorization and data management capabilites." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7092640) JG Joseph G. Head, IT Service Transition > "The product does not have the capability to notify Configuration Item owners of approved changes" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3850401) RA Rachel A. Service Desk Analyst > "We have been able to enhance our process flows, work processes and user experience due to its simplicity, AI functionalities and speed of..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6795288) ATK Akosua Tiwaa K. Service Desk Analyst > "In a previous review, I initially expressed dissatisfaction with SysAid's customer service support." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6001333) Peter A. IT Asset And Configuration Manager > "I also love their ability to customize the tool to suit our needs anytime we request." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7135160) HG Heidi G. Support Specialist > "A little difficult to use for the average user" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4924796) VN Vishal N. ServiceDesk Analyst > "Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6478043) SV Sally V. Sales > "It sometimes does not track properly the interactions with the customer." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4299468) ED Emily D. Web Developer > "I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6609608) Srinivas B. Senior Engineer > "Notifications & Alerts have issues." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3547866) PG PRINCESS G. Performance Management > "Overall, SysAid has been a reliable ITSM tool that helps us stay organized and resolve issues faster." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7122174) SV Sally V. Sales > "We had some issues with email not sending out as well." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___4299468) BR Brian R. Support Technician > "It offers seamless ticketing, asset management, and reporting, improving efficiency and user experience." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6673536) GP Geraldine P. Solution coordinator > "Custom fields not integrated easily on form in the self service portal once ticket is submitted" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___3421261) SK Shuma K. Technology Consulting Manager > "Ease of deployment, automated task assignment and proactive support by suggesting possible solutions" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7049367) JV José V. Application Support Chief > "We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department,..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2584211) Luigi C. IT Servicedesk Manager > "SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6477124) VR Verified Reviewer Group Servicedesk Manager > "Interconnectivity to certain applications such as solarwinds and sharepoint is somewhat challenged (mostly due to security requirements from my..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2564101) WA Wealth A. Data Engineer > "It does a good job supporting organized workflows." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7115645) KS Karen S. Help Desk Manager > "The way it is implemented does not follow typical ITIL based methodology and is missing key aspects such as a service management catalog. " [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2293973) MG Martin G. Software developer > "The work is still in progress, but even the beta version shows promise." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7117866) RR Rebecca R. IT Ops > "As it's not a mainstream product at this time, it is hard to integrate this solution with other products using OOB connectors. " [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2290111) CM Corus M. Deputy Director - User Support Services > "Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management,..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6604931) AV Alexander V. IT Expert > "The icon placement and size on mobile make the user experience very unpleasant .I avoid using it on the phone whenever I can ." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2621400) AB Alexis B. EUC Engineer > "We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6482079) GS Gregg S. IT Manager > "There is flashier looking packages on the market, that DO NOT perform as well and definitely not for the price. And I feel none hold a candle to..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2201001) AC Andry C. Technical Support Manager > "What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6605800) MM Michael M. Director of IT > "My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2304003) LT Lee T. Global service TL > "the workflows, incident management and change made ease of access and updating reporting and support during upgrade made easy" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6787248) CK Charles K. IT Service Desk Manager > "during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2553339) VN Vishal N. ServiceDesk Analyst > "The comprehensive self-service portal also stands out for empowering users to solve common issues independently." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6478043) Andres D. Technical Analyst > "It's hard to setup integrations with other software like Salesforce." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2559361) LH Lorna H. IT Manager > "The AI now available in Sysaid combined with Sysaid Spaces shows the team are always looking to invest and improve their product" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6548760) AO Anthony O. Director of IT > "The mobile access is my biggest problem with the software." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2559965) Luigi C. IT Servicedesk Manager > "Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there..." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6477124) Luis Alejandro D. Manager > "weak project management module, not standard and poor performance." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2208663) SD Spyros D. Assistant Professor > "The knowledge base is also quite helpful, but it's rather difficult to find specific instructions there." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6847363) BJ Bryan J. Network Coordinator > "There is many interlocking parts that don't seem to be related which can cause confusion." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2558987) AS Arturo S. Global Help Desk Manager > "The ease of adoption by the Help Desk team and the entire company makes it a very intuitive and easy to use tool." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___7067643) CD Chris D. IT > "workflow design - too complicated so much that it keeps me from using" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2215029) GL Garcia L. Technology Solutions Manager > "We now react more proactively to IT problems, which has saved the business time and stress." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6870502) BD Benjamin D. Help Desk Support Analyst > "Customization features can be slightly overwhelming" [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2230774) Michal N. Desk side support leader > "Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___6386973) Ammon N. Software Support Team Lead > "It sometimes has had some connectivity issues for us, but not recently." [See full review](https://www.capterra.com/p/107225/SysAid/#Capterra___2508097) [View Reviews](https://www.capterra.com/p/107225/SysAid/reviews/) PT Pablo T. CX Consultant > "This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an optimization..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063564) VR Verified Reviewer Systems Administrator > "Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) Ifra S. Zendesk Developer > "Zendesk Suite offers strong value for money considering the wide range of features included - ticketing, automation, analytics, and omnichannel support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) CB Christine B. Pilates transformation expert > "Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) Jane F. Personal Lines Executive > "It streamlines customer support, keeps tickets and communications organized, and helps provide fast, consistent, and professional service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7117287) LZ Liron Z. Software engineer manager > "As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented incident..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) CB Christine B. Pilates transformation expert > "It’s a centralized platform that can manage almost all customer interactions - chat, help desk, email and order management." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) SL Sapph L. Communications specialist > "Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and create a..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) VR Verified Reviewer Digital asset manager > "I liked that I was able to directly reach out to customer support in a variety of fields, or where this type of support was offered, and that the app/service..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6820510) MJ Melanie J. HR Manager > "The latest updates with reporting are difficult to navigate and removed helpful features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064137) Abhishek R. Project Analyst > "Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JC Jaya C. System Engineer > "In a few cases, tickets didn’t get routed correctly per priority rules slowing down response times when the team was really busy." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6824508) PK Phillip K. IT Support Officer > "I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the response time..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) YK Yevgeniy K. Data Analyst > "However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6584092) SK Sarah K. People Ops Manager > "Zendesk has been a great first ticketing system for our company, and allowing multiple users to act as agents ensures that there is not a blocker/single source of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6852820) PK Phillip K. IT Support Officer > "The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) CB Cynthia B. Manager of Registration Services > "Coming from the agony of replying to each individual client via Gmail and not being able to compare responses or easily locate past interactions to everything and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) MB Matthew B. Operations Director > "The pricing structure can also become expensive as you scale, especially if you need premium features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064363) Abhishek R. Project Analyst > "Its multichannel support, centralization of customer interactions, and strong automation and analytics has always helped my business run smoother." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) ML Mikes L. IT Manager > "Zendesk Suite costs are every day increasing, a challenge to small enterprises" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7079768) CB Cynthia B. Manager of Registration Services > "Managing emails as tickets and having every readily accessible for teams to review interactions that support the quality of everyone’s service is invaluable." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) SC Sean C. Marketer > "It can be expensive for a small business, and ironically, their own customer service is not always available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7046146) Ifra S. Zendesk Developer > "It helps align sales and support teams by providing context around customer interactions." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) HC Heather C. Marketing Manager > "Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6564092) JJ Jobin J. Senior Platform Engineer > "The reporting tools are useful for tracking team performance and monitoring overall efficiency." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064183) VR Verified Reviewer IT Admin > "While easy to use for customers, some of the backend framework is a little hard to understand for less tech-savvy co-workers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7096715) GC Graziana C. Customer Operations Lead > "Zendesk is powered to bring all the customer support solutions together, with an organized interface" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) MY Melony Y. Senior Director of Consumer Support > "Very often, they don't ask clarifying questions and provide a link to an irrelevant article." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) MW Mauricio W. Senior Sales Executive at WhiteWater, Inc. > "Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7085661) MG Mayra G. Warehouse Manager > "I experienced that the analysis gets slowed due due to reporting lag since large volume are being handled." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6816940) HT Haruki T. Sr. ADR > "The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6662228) AH Ashli H. Client Solutions Navigator > "Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6484551) JET Jan Ericka T. Customer Service Representative > "The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall efficiency of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495494) LZ Liron Z. Software engineer manager > "The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with vendors and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) LS Leonardo S. Support Analyst > "Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM)." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7070758) GY Greg Y. Head of Customer Experience > "There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6643504) MB Malkiel B. Customer Service Supervisor > "The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores, tickets..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) MY Melony Y. Senior Director of Consumer Support > "As the leader of my support team, I would never pay for AI tools that provided this level of support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) DL David L. Head of Sales > "The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Abhishek R. Project Analyst > "Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) VR Verified Reviewer Onboarding > "The reporting and analytics features provide valuable insights into support performance metrics, enabling us to identify trends and areas for improvement." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6305827) Abhishek R. Project Analyst > "Interoperability between some modules might be an issue at the beginning of usage period as well." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JI Jahidul I. Finance > "It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support experience." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6528392) ST Sebuliba T. Customer Success Manager > "You need to have the budget for this tool if you are planning to use the most professional features and hence would not be a good fit for SMEs and startups to use the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6459568) SC Stefano C. Marketing manager > "It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite represents one..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) Kalina B. Freelance and Human resources > "The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516436) TG Tim G. Customer Service Executive > "Customers now receive faster, more consistent responses, and we can quickly catch repeat issues and improve our product listings or FAQs." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AC Alliant C. Support Manager > "Sometimes it’s not easy to see at a glance the number of open tickets that each agent is dealing with." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6829250) Ifra S. Zendesk Developer > "The interface is clean and intuitive for agents, making it easy to manage tickets and workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) MD Michelle D. Academic Experience > "The options for smaller teams are not great in terms of features/ pricing." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6848056) SK Simranjit K. Admin > "It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7030541) HN Harshad N. Technical Support Expert > "Interface is very slow if the laptop gets disconnected from the company VPN and directly connects to the internet." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6703848) SC Stefano C. Marketing manager > "It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) KY Katie Y. Head of Customer Success > "They do not notify you in any way if your messages can't be delivered (bounces, etc)" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6723863) AR Anugrah R. Teammate > "The platform helps to expedite customer support procedures by providing strong automation features and configurable workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) NF Niall F. Head of Design > "I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6499680) SL Sapph L. Communications specialist > "The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) Andrew K. Chief Executive Officer > "Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management and need..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6012376) BR Busola R. Manager > "I love zendesk for its ability to keep a history of your communication with customers and its ability to easily send and receive emails back and forth" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6326931) DM Dana M. Fulfillment Manager > "This can be very time consuming when notifying a group of customers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7027983) DL David L. Head of Sales > "Zendesk Suite has significantly improved our customer support operations at CheckYeti, making it easier to manage and resolve customer issues." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Rudy B. Founder > "Inability to downgrade user numbers in a timely manner, leading to unnecessary charges." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) AI Alukut I. IT Support Specialist > "The affordability of Zendesk and the startup program of using the solution completely free for the first six months is the best experience and reliable customer..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6444329) CT Christian T. Senior staff engineer > "The only downside I found with Zendesk Suite is that setting up advanced features can be a bit complicated at first." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6306812) VR Verified Reviewer Systems Administrator > "An overall good experience which gives you several options/abilities to make resolving tickets seamless." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) TG Tim G. Customer Service Executive > "It also starts to get expensive when you move beyond the most basic plans." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AR Anugrah R. Teammate > "This has made it easier for data to move between systems and made sure that consumer information is constantly available, resulting in a more streamlined workflow." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6382958) PB Paige B. Business support management > "Nothing stands out in terms of not liking the service, just maybe having the option for more customer support agents to login" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6489586) KM Kauser M. Manager > "Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6390588) PS Pamela S. Agent > "At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not assigned then..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6175439) MB Malkiel B. Customer Service Supervisor > "What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and ecosystem." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) RP Rachel P. Office Manager > "There have been just a few times when I have had to wait for an extended period of time for a live agent to help with an issue." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6325636) GC Graziana C. Customer Operations Lead > "The ticketing system is brilliant, with robust prioritization capabilities" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) Rudy B. Founder > "Lost all our data and help center content due to their rigid policies." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___6366013) TK Tim K. Chief of Staff > "The personalized macros really increase Agent productivity too." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7075562) RP Randy P. Account manager > "User management on admin side is quite tricky to get used to" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6808598) SG Steven G. Production Supervisor > "So for us, zendesk even helps our employees handle personal issues at times, freeing the help desk up to handle more difficult matters." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6329222) VR Verified Reviewer SDR > "I dislike that it doesn’t give you notifications when you’re not on the page" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6504459) AG Angela G. Customer support > "Easy to follow to meet customer needs, answer calls, or send emails to meet company needs and delegted tasks." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7119011) DD Dennis D. Business Owner > "Sometimes, in the past, I found it lacking in the reporting department." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6836279) [View Reviews](https://www.capterra.com/p/164283/Zendesk/reviews/) ## User interface 4.54 (515) 4.41 (4,079) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit Access Controls/Permissions 207 Important Activity Dashboard 150 Important AI Copilot 120 Important SysAid Top features 33/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/107225/SysAid/#features) Zendesk Suite 30/36 - Access Controls/Permissions - Activity Dashboard - AI Copilot - AI Summarization - Alerts/Escalation - API - Automated Responses - Automated Routing - Chatbot - Collaboration Tools - Customer Database - Customizable Branding - Customizable Fields - Data Import/Export - Email Templates - Generative AI - Knowledge Base Management - Macros/Templated Responses - Mobile App - Multi-Channel Communication - Performance Metrics - Personalization - Prioritization - Process/Workflow Automation - Real-Time Chat - Real-Time Notifications - Reporting/Analytics - Secure Data Storage - Self Service Portal - Service Level Agreement (SLA) Management - Single Sign On - Social Media Integration - Surveys & Feedback - Third-Party Integrations - Ticket Management - Workflow Management [See all features](https://www.capterra.com/p/164283/Zendesk/#features) ### Recognition SysAid is recognized as a top-rated tool in 3 Capterra Shortlist reports Zendesk Suite is recognized as a top-rated tool in 5 Capterra Shortlist reports ### Deployment & support SysAid Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Zendesk Suite Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details SysAid - By SysAid Technologies - Located in Canada - Founded in 2002 Zendesk Suite - By Zendesk - Located in United States - Founded in 2007 ## Popular Comparisons [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Contact vendor for pricing Price $19/month 4.5 Features 4.3 4.5 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/107225-124981/SysAid-vs-Freshdesk) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,781)](https://www.capterra.com/p/61368/Salesforce/reviews/) $39/month Price $25/month 4.4 Features 4.4 4.3 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-164283/Salesforce-vs-Zendesk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) Contact vendor for pricing Price R$35/month 4.5 Features 4.7 4.5 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/107225-202528/SysAid-vs-Milvus) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $39/month Price $15/month 4.4 Features 4.6 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-164283/LiveAgent-vs-Zendesk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Contact vendor for pricing Price $15/month 4.5 Features 4.6 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-107225/LiveAgent-vs-SysAid) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/) $39/month Price $25/month 4.4 Features 4.5 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-164283/LiveChat-vs-Zendesk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.53 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) Contact vendor for pricing Price $19/month 4.5 Features 4.3 4.5 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/107225-132997/SysAid-vs-Freshservice) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,415)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $39/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Contact vendor for pricing Price $20/month 4.5 Features 4.5 4.5 Ease of Use 4.4 [View full comparison](https://www.capterra.com/compare/107225-169505/SysAid-vs-Zoho-Desk) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $39/month Price R$35/month 4.4 Features 4.7 4.3 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/164283-202528/Zendesk-vs-Milvus) [SysAid](https://www.capterra.com/p/107225/SysAid/)[4.54 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) vs [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (768)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Contact vendor for pricing Price $20/month 4.5 Features 4.5 4.5 Ease of Use 4.2 [View full comparison](https://www.capterra.com/compare/107225-227102/SysAid-vs-JIRA-Service-Management) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) $39/month Price $0/month 4.4 Features 4.6 4.3 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-164283/Tidio-Chat-vs-Zendesk)