TOPdesk vs. SysAid

Brenda Gratas September 21, 2022
- 19 min read

Are you in the process of selecting the perfect IT Service Management (ITSM) solution for your organization? If so, you might be considering the ITSM tools comparison between TOPdesk vs. SysAid, two prominent contenders in the ITSM market.

In this blog post, we'll conduct an in-depth analysis of these two platforms, exploring their unique features, advantages, and areas for improvement.

However, these two options might not perfectly align with every organization's specific requirements. That's why we'll also introduce you to InvGate Service Desk, an alternative service desk software with compelling strengths and capabilities tailored to meet diverse IT service needs.

Continue reading to find the perfect ITSM solution for your organization.

Table of contents


  • TOPdesk customers like the collaboration capabilities and user-friendly interface, as well as its configuration and customization options. On the contrary, they don't like the challenges with Knowledge and Change Management, the complexity in setup and configuration, and the outdated appearance.

  • SysAid is a cloud-based ITSM platform that caters to mid-sized teams and well-established IT departments. It is praised for its knowledge base organization, global customer support, and customization options. Users have also manifested that the user interface can be outdated and inconsistent, the support response can be slow and the system change can be challenging, and that prices can be unreasonably high.

  • InvGate Service Desk's users highlight the tool's ease of use and modern UI, as well as its Low-Code/No-Code capabilities that simplify configuration. In addition, the platform offers a straightforward migration process and robust automation, reporting, and AI capabilities.
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Most looked-at features by buyers

When prospective buyers assess IT Service Management solutions, they concentrate on specific features that align with their organization's needs, making it essential to comprehend these desired attributes to make informed decisions. 

Let's delve into the key factors that potential buyers commonly consider when comparing ITSM tools.

  1. User experience and interface - Buyers value ease of use and an intuitive interface, promoting user adoption and productivity. Mobile accessibility is also essential for organizations with remote or mobile workforces.

  2. Ticket Management solution - Buyers highlight the significance of a comprehensive Ticket Management System within the help desk software. This feature facilitates effective tracking, assignment, and resolution of customer inquiries and support requests.

  3. Pricing and support - Buyers consider cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. Availability of reliable customer support, comprehensive documentation, and accessible training resources are significant considerations.

  4. Optimized IT service catalog - Streamlined IT service catalogs are highly valued, providing a centralized platform for users to request specific IT services or resources, simplifying service requests and enhancing visibility.

  5. Self-service portal and knowledge base - Buyers highly value a self-service portal that empowers end-users to independently resolve common issues and find relevant information without direct assistance.

  6. Customization and flexibility - Buyers seek software solutions with customization options to align the platform with their business needs. This flexibility ensures the software adapts to their unique workflows and processes, enhancing user satisfaction and overall effectiveness.

  7. Support automation and Workflow Management - Buyers actively seek automation capabilities to optimize routine tasks such as ticket routing, approvals, and escalations, contributing to increased efficiency and productivity.

  8. Insightful reporting - Buyers look for help desk software with powerful reporting tools like dashboards and reports, providing valuable insights into their IT operations and performance for informed decision-making and continuous service improvement.

  9. Seamless integration capabilities - Integration with other systems and applications is critical for smooth data flow and process automation, enhancing efficiency and providing a unified user experience.
  11. Scalability - Solutions that can adapt to changing needs and accommodate customization are prioritized, allowing organizations to tailor the software to their unique business requirements.

  12. ITIL compliance - Adhering to ITIL best practices is a priority for many organizations, leading buyers to prioritize solutions that support ITIL processes like Incident Management, Problem Management, Change Management, and Asset Management.

  13. Efficient IT Asset Management - Users prioritize software with robust ITAM capabilities to maintain accurate inventories and optimize resource utilization within their organizations.


What is TOPdesk?

Example of Topdesk's interface.

TOPdesk IT Service Management is a software solution developed by the Dutch company TOPdesk. Its primary objective is to enhance the efficiency and effectiveness of IT support services. This comprehensive platform integrates customer inquiries, IT assets, and workflows, streamlining the support process for IT agents and ensuring a seamless and satisfying customer experience. 

TOPdesk ITSM enables organizations to effectively handle a range of IT service tasks, including Incident Management, Problem Management, Change Management, and Request Management, in a highly productive manner.

What users like from TOPdesk

TOPdesk IT Service Management has garnered favorable customer feedback and earned recognition from reputable sources like Gartner due to its numerous advantages. Here are several highlighted benefits.

  • Enhanced collaboration - The software fosters seamless communication and efficient troubleshooting by promoting collaboration among operators and departments.
  • Intuitive user experience - The tool has an intuitive interface, ensuring IT agents can effortlessly navigate and complete tasks with ease.
  • All-in-one Service Management tool - TOPdesk ITSM serves as an all-in-one solution for Service Management, providing organizations with a comprehensive and integrated platform to meet their IT service needs.
  • Asset and Inventory Management - Comprehensive ITAM functionality and Inventory Management provide IT departments with a holistic view of their assets.
  • User-friendly self-service Portal - Customers find the self-service portal easy to use, enabling them to request assistance or report issues effortlessly.
  • Powerful engine and dynamic features - The tool's robust engine and dynamic features facilitate efficient and effective IT Service Management.
  • Responsive customer support - TOPdesk ITSM offers prompt and helpful customer support, ensuring any concerns or issues receive quick and efficient resolution.
  • API capabilities for automation and integration - The platform offers API capabilities that streamline ITSM processes through automation and seamless integration with other systems.
  • Configuration and customization options - TOPdesk ITSM's high configuration and customization empower organizations to tailor the software to their specific needs.
  • Stability and reliability - The software guarantees stability and reliability, ensuring uninterrupted delivery of IT services.
  • Information provisioning - TOPdesk keeps organizations up-to-date with information about new features, ensuring they stay informed about the latest developments.

What users don’t like from TOPdesk

While TOPdesk boasts notable strengths, certain aspects have generated concerns and dislikes among customers, as revealed through analyses from sources like Gartner. Here are several dislikes that have been highlighted.

  • Functionality and usability improvements needed - Certain software modules or components require further development to address user feedback, improve functionality, and enhance overall usability.
  • Front-end aesthetics and customization issues - Some users have faced challenges with front-end aesthetics and customization options, negatively impacting user experience. Improving these aspects would enhance visual appeal and user satisfaction.
  • Missed features compared to competitors - Users have noticed that TOPdesk lacks certain features or functionalities, affecting its competitiveness. Implementing these missing features would strengthen the software's offering.
  • Complexity in setup and configuration - Some users have encountered difficulties setting up and configuring specific functionalities, resulting in time-consuming and frustrating experiences that could benefit from streamlined processes.
  • Challenges with creating email triggers - Users have reported difficulties in creating email triggers based on workflows, leading to communication delays. Streamlining this process would improve efficiency.
  • Improvement needed in reporting and dashboard options - Users have expressed a desire for improved reporting and dashboard options to gain more valuable insights and data. Enhancing these features would provide users with greater analytical capabilities.
  • Slow release of updates for Asset Management - The release of updates for Asset Management has been sluggish, hindering users' ability to stay up-to-date with the latest developments. Accelerating update releases would ensure users can benefit from the most recent enhancements.
  • Implementation delays and consulting service issues - Certain users have experienced implementation delays and issues with consulting services, affecting the software's adoption. Addressing these concerns would enhance the overall implementation experience.
  • Knowledge Management and Change Management systems challenges - Some users have faced issues with the effectiveness of the Knowledge Management and Change Management Systems, indicating a need for further development to enhance their performance.
  • Outdated appearance - Users have expressed dissatisfaction with the outdated look and feel of TOPdesk, suggesting that a modernized interface would significantly improve the user experience.
  • Lack of flexibility in personal and group settings - The personal and group settings of the software lack flexibility, limiting user customization options. Introducing greater flexibility in these areas would enhance customization possibilities.
  • Inconvenient task separation - The separation of tasks across different modules can be inconvenient and confusing for users. Simplifying and streamlining task organization would enhance user experience and productivity.

What’s TOPdesk’s argument over SysAid?

TOPdesk aims to showcase the distinctive features that make it a preferred choice for organizations seeking efficient and comprehensive IT Service Management solutions.

  1. Enhanced collaboration - TOPdesk emphasizes its ability to foster seamless communication and efficient troubleshooting by promoting collaboration among operators and departments. This feature ensures that IT teams can work together seamlessly, resolving issues effectively and enhancing overall productivity.

  2. All-in-one Service Management tool - TOPdesk takes pride in being an all-in-one solution for Service Management. This comprehensive and integrated platform provides organizations a single hub to meet all their IT service needs. From incident management to asset and inventory tracking, TOPdesk offers a holistic approach to streamlining IT operations.

  3. Powerful engine and dynamic features - TOPdesk highlights its robust engine and dynamic features that facilitate efficient and effective IT Service Management. These capabilities enable IT teams to easily handle tasks and respond promptly to users' needs, resulting in enhanced customer satisfaction.

  4. API capabilities for automation and integration - TOPdesk emphasizes its API capabilities, enabling seamless integration with other systems and streamlining ITSM processes through automation. This ensures that IT professionals can optimize workflows and improve efficiency.

  5. Configuration and customization options - TOPdesk underscores its high configuration and customization options that empower organizations to tailor the software precisely to their needs. This level of flexibility ensures that TOPdesk adapts to the unique requirements of each organization, enhancing overall usability.

  6. Stability and reliability - TOPdesk highlights its commitment to providing a stable and reliable software solution, ensuring uninterrupted delivery of IT services. This reliability reassures organizations that they can count on TOPdesk to support their operations consistently.

  7. Information provisioning - TOPdesk keeps organizations up-to-date with timely information about new features and developments. This proactive approach ensures that customers stay informed and can take advantage of the latest advancements in the software.


What is SysAid?

Example of SysAid's interface.

SysAid, provided by SysAid Technologies Ltd., is an IT Service Management platform available in the cloud. Geared towards empowering mid-sized teams and mature IT departments, SysAid offers greater control over service desk operations. The platform's key focus lies in automation, enhancing user experience, and providing comprehensive functionality, enabling IT professionals to streamline processes, increase productivity, and prioritize critical tasks to drive business success.

Headquartered in Toronto, Canada, SysAid Technologies Ltd. was established in 2002. As an ITSM company with a team of over 100 professionals, they specialize in delivering effective solutions for IT Incident Management, problem-solving, Change Management, and service requests. Their mission is to help organizations optimize their IT operations and achieve greater efficiency.

What users like from SysAid

SysAid's positive user feedback is evident from Gartner reviews. Let's delve into the advantages highlighted by these users.

  • Responsive GUI - The Graphic User Interface (GUI) of SysAid promptly addresses issues, ensuring a seamless and efficient user experience.
  • User-friendly interface - SysAid has an intuitive and user-friendly interface, allowing users to navigate effortlessly and fully utilize the software's capabilities.
  • Customization options - Users highly value SysAid's extensive array of customization choices, which empower them to tailor the software to their specific needs and preferences. This includes incorporating knowledge base articles, which promotes knowledge sharing within the organization.
  • Reporting capabilities - SysAid includes robust reporting features that provide comprehensive insights into ticket performance. This empowers users to make data-driven decisions and optimize their service desk operations.
  • Knowledge base organization - SysAid's knowledge base is thoughtfully designed, promoting improved organization and easy accessibility to information.
  • Email integration - SysAid seamlessly integrates with email, facilitating effective communication with end users and encouraging collaboration for efficient issue resolution.
  • SSO and AD integration - By integrating Single Sign-On (SSO) and Active Directory (AD), SysAid simplifies user authentication and access management, enhancing both security and user convenience.
  • Global customer support - The platform goes beyond borders to offer support on a global scale, adopting a customer-centric approach by actively seeking and incorporating user feedback.

What users don’t like from SysAid

SysAid IT Service Management, despite its strengths, has faced customer criticism, as documented by reputable sources like Gartner. Let's explore some of the concerns raised by users.

  • Difficulty in modifying settings without disrupting configurations - Users find it challenging to modify settings without unintentionally disrupting other configurations, leading to disruptions and complexities in the system setup and administration process.
  • Pricing concerns and unreliable features - Some users find the pricing of SysAid unreasonably high and encounter features that do not perform as expected, leading to a lack of reliability and frustration.
  • Restricted customization options in specific areas - Certain users feel restricted by the limited customization options available in specific areas of the software, limiting their ability to tailor SysAid according to their unique needs and preferences.
  • Incomplete features - Specific features, like the Configuration Management Database (CMDB) and license tracking, are reported to be incomplete or not fully functional, falling short of user expectations and hindering optimal IT management practices.
  • Integration and AI/Automation limitations - Users have expressed dissatisfaction with SysAid's limited integration capabilities, making it challenging to integrate with other systems seamlessly. Moreover, the absence of advanced AI capabilities and automation features hinders efficiency and productivity gains.
  • Challenges with ticket updates and landing page customization - Users encounter difficulties when updating tickets, leading to inefficiencies in the workflow. Similarly, customizing the landing/login page proves to be challenging, impeding desired branding and personalization efforts.
  • Limitations on administrators and reporting options - The software imposes restrictions on the number of administrators allowed, which can be limiting for organizations with larger teams. Furthermore, the lack of comprehensive reporting options hampers users' ability to gather and analyze data effectively.
  • Slow support response and challenging system change - Users report experiencing slow response times from the support team, resulting in delays in issue resolution. Additionally, system changes are described as frustrating and cumbersome, leading to a negative user experience.
  • Outdated and inconsistent user interface - The user interface receives criticism for being outdated and inconsistent, exhibiting varying styles within the same product. This inconsistency undermines the user experience and creates difficulties regarding ease of use.

What’s SysAid’s argument over TOPdesk?

SysAid's argument over TOPdesk revolves around highlighting the unique strengths and advantages that set SysAid IT Service Management apart from its competitor, TOPdesk. 

  1. Responsive GUI and user-friendly interface - SysAid takes pride in its prompt and efficient Graphic User Interface, ensuring a seamless and hassle-free user experience. The intuitive and user-friendly interface allows IT professionals to navigate effortlessly, enabling them to complete tasks efficiently and effectively.

  2. Customization options and knowledge base organization - SysAid underscores its extensive array of customization choices that empower users to tailor the software to their specific needs and preferences. This includes incorporating knowledge base articles, promoting knowledge sharing, and facilitating faster issue resolution within the organization.

  3. Reporting capabilities - SysAid emphasizes its robust reporting features, providing comprehensive insights into ticket performance. This data-driven approach allows users to make informed decisions, optimize service desk operations, and enhance overall productivity.

  4. Email integration and SSO/AD integration - SysAid's seamless email integration facilitates effective communication with end-users, fostering collaboration for efficient issue resolution. Additionally, by integrating Single Sign-On and Active Directory, SysAid simplifies user authentication and access management, enhancing security and user convenience.

  5. Global customer support and customer-centric approach - SysAid prides itself on offering global customer support and actively seeking and incorporating user feedback. This customer-centric approach ensures that users' concerns and queries are promptly addressed, resulting in a positive and satisfying customer experience.


Considering InvGate Service Desk as an ITSM solution alternative



While TOPdesk and SysAid are prominent rivals in the ITSM sector, it is essential to explore alternative solutions that closely align with your organization's unique needs. In this regard, InvGate Service Desk stands out as a compelling and worthy option that merits thoughtful evaluation. 

Let's examine the benefit features of InvGate Service Desk that make it an invaluable and suitable choice for fulfilling your ITSM requirements.

Simplified configuration and setup

InvGate Service Desk streamlines the configuration and setup process with a no-code/low-code approach, making the system's implementation simple and enabling users with varying technical expertise to adopt it easily. The platform offers straightforward configuration options that quickly leverage its robust ITSM capabilities.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. In comparison to alternatives like TOPdesk and SysAid, InvGate Service Desk strikes a balance between cost and functionality.

Outstanding user experience


InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and reduces the need for extensive training, ensuring a user-friendly design that maximizes productivity.

Robust self-service capabilities


InvGate Service Desk offers a user-friendly portal, an extensive IT service catalog, and a knowledge base, empowering end-users to independently resolve common issues, access IT services, and utilize self-help resources. This reduces the burden on IT staff.

Powerful Ticketing and Incident Management

Example of a Ticket Management view on InvGate Service Desk.

InvGate Service Desk excels in delivering robust features for ticketing and incident management. It facilitates efficient tracking, collaboration, and resolution of tickets, empowering IT teams to handle and prioritize incidents effectively. Automated ticket routing, customizable workflows, and SLA Management enhance the efficiency of incident resolution processes.

Customization and flexibility

InvGate Service Desk offers flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Extensive reporting and analytics

InvGate Service Desk's customizable dashboard view.

InvGate Service Desk provides comprehensive reporting and analytics functionalities, offering valuable insights into IT operations and performance. The platform includes ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

ITIL4 certification

InvGate Service Desk has received the esteemed ITIL4 certification from PINK Elephant, underscoring its dedication to maintaining ITSM excellence. Whether organizations are embarking on their ITIL journey or managing intricate operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.

Designed for ITSM and ESM

InvGate Service Desk is purpose-built for ITSM while seamlessly extending its capabilities to Enterprise Service Management (ESM). It empowers operational departments to improve their processes and fully embrace the benefits of digital transformation, promoting streamlined workflows and comprehensive digital initiatives across all departments.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.

Fast ROI and ongoing innovation

InvGate Service Desk ensures a fast return on investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Next steps

The comparison between TOPdesk vs. SysAid reveals two robust IT Service Management solutions, each with unique strengths and benefits. As organizations seek to enhance their IT operations and streamline service desk efficiency, carefully evaluating these platforms is essential to make the right choice.

However, as organizations explore various options, it's also worth considering InvGate Service Desk as a strong contender in the ITSM space. With streamlined functionalities, robust features, and a focus on optimizing IT services and facilitating digital transformation, InvGate Service Desk may offer a compelling alternative.

Explore our live demo to uncover the advantages that InvGate Service Desk can bring to your organization!

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