Audyense
Skip to content
Side-by-side record

ScreenConnect vs. SysAid

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

ScreenConnect starts at $27 per seat, versus SysAid at $89. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.5/5).

Full comparison

ScreenConnectfrom $27 per month
SysAidfrom $89 per agent/month
Audyense Score29AS*Low75ASStrong
PositioningScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.AI-powered ITSM that moves IT from reactive to proactive
Free tierYesNo
DeploymentCloud / SaaSCloud / SaaS, On-premise
Best fitStartup, SMB, Mid-marketSMB, Mid-market, Enterprise
Pricing plans
  • Free or entry planFree
  • Higher tiersCustom pricing
  • Professional$89
  • EnterpriseCustom pricing
Multiple agentsYesDocumented in the independently researched profile.—
Remote SupportYesDocumented in the independently researched profile.—
No interruptionsYesDocumented in the independently researched profile.—
Secure informationYesDocumented in the independently researched profile.—
Automated reconnectionYesDocumented in the independently researched profile.—
Cross-platform compatibilityYesDocumented in the independently researched profile.—
Browser extensionsYesDocumented in the independently researched profile.—
Remote accessYesDocumented in the independently researched profile.—
Unattended accessYesDocumented in the independently researched profile.—
Simplified transfer of filesYesDocumented in the independently researched profile.—
Roles & permissionsYesDocumented in the independently researched profile.—
Shared toolboxYesDocumented in the independently researched profile.—
Remote meetingsYesDocumented in the independently researched profile.—
Customization & brandingYesDocumented in the independently researched profile.—
AI features—YesSysAid Copilot and pre-built AI agents handle automated ticket resolution, response drafting, and knowledge base generation.
Automation & macros—YesNo-code routing, escalation, due-date, and notification rules plus a drag-and-drop AI-driven workflow designer.
CSAT & satisfaction surveys—YesBuilt-in survey tool sends a feedback link on ticket close; Full edition supports multi-question surveys.
Knowledge base & help center—YesSelf-Service Portal includes a customizable knowledge base and service catalog, with AI-assisted KB article generation.
Live chat & messaging—YesAI chatbot available via chat, email, and embedded natively inside Microsoft Teams.
Mobile app—YesDedicated SysAid Mobile App for Agents supports ticket triage, prioritization, and AI Chat on the go.
Omnichannel support—PartialCovers portal, email, chat, and Teams, but no full omnichannel suite spanning SMS/social/voice.
Public API—YesDocumented REST API for service records, users, assets, and SLAs, with published rate limits.
Reporting & dashboards—YesBuilt-in BI dashboards and analytics, with an optional Advanced Qlik BI seat on Enterprise.
Shared inbox & ticketing—YesCore ticketing system consolidates incoming requests across channels into a shared, agent-assignable queue.
SLA management—YesExplicit SLA management and SLA-risk analysis are core to both the Professional tier and AI Copilot triage.
Integrations verified—18+
Aggregate rating9.0 · No reviews yet4.5 · 731 reviews
Integrations—
JiraMicrosoft TeamsMicrosoft IntuneSlackSalesforceActive Directory+12 more
Security & compliance—
SOC 2 Type IIISO/IEC 27001ISO/IEC 27017GDPR+1 more
Pros
  • Independent review documents a concrete business workflow
  • Documented capability: Multiple agents
  • Documented capability: Remote Support
  • Documented capability: No interruptions
  • Documented capability: Secure information
  • Intuitive, highly customizable ticketing and workflow/automation rules that require no coding
  • Strong, responsive customer support (G2 quality-of-support score 9.0)
  • Broad integration ecosystem (1,000+ apps via Workato) covering Jira, Teams, Intune, Slack, and major cloud platforms
  • Considered cost-effective relative to other enterprise ITSM tools per G2 reviewers
Cons
  • Pricing and usage limits should be checked against the exact plan
  • Implementation effort depends on the team's data and process maturity
  • Reported outcomes should be validated with the buyer's own data
  • Recurring technical/reliability issues reported by a meaningful share of Capterra reviewers
  • Reporting tools described as challenging and limited by some users
  • Steep learning curve during setup/configuration, and an interface some reviewers call clunky or outdated
  • Full pricing is not fully public — Enterprise tier requires a custom quote
Visit ScreenConnect ↗Visit SysAid ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

SysAid

SysAid is an IT service management (ITSM) platform combining ticketing, asset management, and agentic AI automation for IT and enterprise service desks. It offers cloud and on-premise deployment, with AI Copilot features for automated ticket resolution, response drafting, and knowledge base generation.

A particularly good fit for: IT teams that want ticketing, asset management, and AI-assisted resolution in one unified ITSM platform Mid-market and enterprise organizations that need SLA management, BI dashboards, and workflow automation without heavy custom development Organizations with data-sovereignty or compliance requirements that need a choice between cloud and on-premise deployment

May be a poor fit if: Very small teams or startups sensitive to per-agent pricing, since Professional starts at $89/agent/month with no free tier Teams that need a modern, highly polished UI out of the box — multiple reviewers describe the interface as clunky or outdated

Pricing and plan structure

ScreenConnect: Published starting price $27 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

SysAid: Published starting price $89 per agent/month

  • Professional$89 per agent/month
  • EnterpriseCustom pricing

Capabilities worth validating

  • ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection
  • SysAid: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Jira, Microsoft Teams, Microsoft Intune, Slack.

Questions to answer before switching

  • Does ScreenConnect's selected plan include the features and limits we need?
  • Does SysAid's selected plan include the features and limits we need?
  • Does the exact integration path for Jira, Microsoft Teams, Microsoft Intune support the sync direction, permissions, and volume we need?
  • Will the deployment and data-residency model meet our security and procurement requirements?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Jira, Microsoft Teams, Microsoft Intune: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: ScreenConnect product site, FinancesOnline review, Vendor website; SysAid product site, G2, Capterra