User Reviews Overview
About SysAid
SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped...
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- Industry: Government Administration
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
ITIL Compliant ServiceDesk System with user-friendly self-service portal
SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
Pros
-Ticket registration and tracking
-Workflow management
-Self-Service portal
-Reporting and Feed-back/Notification
-ITIL-Compliant
-Flexible and Customizable
Cons
-Workflow Design is powerful but has a learning curve
Reasons for Switching to SysAid
We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Great Addition to our Service Desk
Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.
Pros
Knowledge Base
Customization of workflows, categories, SSP, pretty much anything.
Work Flows
Patch Management
Reporting feature
Asset Management
Integration of Azure, Teams Chat bot, Power BI
Cons
The Remote Control feature is a bit wonky and needs updating.
We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.
Reasons for Choosing SysAid
We needed more functionality then what was offered in our previous software.Switched From
ManageEngine Endpoint CentralReasons for Switching to SysAid
SysAid gave us what we were looking for and at a fraction of the cost as the others.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Not so great customer service.
A help desk solution in which none was being used by the companies I worked in.
Pros
The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
Cons
I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times.
I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support.
Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.
Top SysAid Alternatives
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
sysaid reveiw
Pros
Customizations and readily available support
Cons
The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Sys-Aid
Using Sys-Aid has been easy and overall a great experience.
Pros
Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.
Cons
Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
SysAid - The Lion King Of Ticket Managment
Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!
Pros
1. Communication with End Users with Email Integration
2. Ticket management (Ticket routing, Status Updates etc)
3. Ticket Administration (Reports, Surveys etc)
Cons
1. UI is pretty Old
2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of.
3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.
Alternatives Considered
JiraReasons for Switching to SysAid
JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.
- Industry: Law Practice
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
SysAid - Simple Solution, Big Outcome
The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.
Pros
I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.
Cons
I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.
Reasons for Choosing SysAid
No longer fulfilled our growing list of requirements.Reasons for Switching to SysAid
Cost and Versatility- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
SysAid was a move in the right direction
The overall experience has been great. After using two other ITSMs, SysAid has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help.
Pros
Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.
Cons
Reporting, but improvements are coming next year.
Lack of RRM.
- Industry: Biotechnology
- Company size: 201–500 Employees
- Used Daily for 1-5 months
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Review Source
We're loving SysAid
We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.
Pros
It checked all the boxes and it was easy to implement. Great support during and after the implementation.
Cons
Modifying the front end is a bit restricted.
- Industry: Hospital & Health Care
- Company size: 501–1,000 Employees
- Used Daily for 1-5 months
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Review Source
Using SysAid as an administrator
It was a great experience in using SysAid. I was able to learn basic administration in very short period of time.
Pros
It allows administrators to customize ticket templates depending on the requirements for ticket resolution.
Cons
Does not have some of the basic features in designing a template (radio button).
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
SysAid best ITIL based IT Support tool in the market
We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.
Pros
Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.
Cons
The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.
Alternatives Considered
Vision HelpdeskReasons for Switching to SysAid
Financial and customization was the biggest issues with Helpdesk- Industry: Higher Education
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
SysAid is Great!
It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.
Pros
Easy to use and easy to train others to use it.
Cons
Customization for the site could be a lot easier.
Alternatives Considered
Zendesk SuiteReasons for Choosing SysAid
OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.Switched From
OTRSReasons for Switching to SysAid
Zendesk had too many features rolled into one and a high asking price.
- Industry: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Robust and affordable IT management tool
We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.
Pros
The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.
Cons
It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Sysaid - A Second Review
Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement.
Pros
Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.
Cons
In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.
- Industry: Mining & Metals
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Great Help Desk management system
SysAid team is great! they are very responsive and always there to help.
Pros
Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.
Cons
Reporting functions are getting better but still in progress.
Alternatives Considered
InvGate Service DeskReasons for Choosing SysAid
Needed something globalSwitched From
Microsoft SharePointReasons for Switching to SysAid
People and easier configuration- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
A great IT service management tool
for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid
Pros
easy to use tool for end users, and capabilities for reporting services
Cons
very restricted directly access to database.
Reasons for Choosing SysAid
cloud serviceSwitched From
GLPiReasons for Switching to SysAid
Cost of implementation- Industry: Architecture & Planning
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Feature-rich but clunky
Full help desk ticket tracking as well as workstation polling.
Pros
Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.
Cons
Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.
Response from SysAid Technologies
We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface.
Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.
- Industry: Building Materials
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
good ITSM System
Pros
the ability to be able to build and setup the system without hire new employees
Cons
the workflow and the asset managements not intuitive
Alternatives Considered
ServiceNowReasons for Switching to SysAid
price and local integrator
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Review Source
Exceptional Customer Support & Powerful Service Desk
First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues.
We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.
****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.
****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.
Response from SysAid Technologies
Hi Jon,
Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.
You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!
Kim.
- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Why we choose SysAid's Help Desk Software
Great support, they solve very quickly any doubt.
Pros
A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.
Cons
So far I have no complaints, the software does their job
Reasons for Switching to SysAid
That is the software that the users chose- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Affordable IT management tool for education users
SysAid helps us deliver a support service with ease. The self-service portal really helps provide a central support hub where our end users can request further support or a variety of self-support material which we've pre-populated. Our overall experience both with the software itself and the support from SysAid has been brilliant.
Pros
SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.
Cons
Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.
- Used Daily for 2+ years
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Review Source
Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.
Pros
Good ticketting system with Incidents, Request, change and problem Classification
Workflow templates.
Cons
Complex.
Poor end user portal for KB and Service Request follow up.
Poor search functionality.
Old UI with old text editors. Does not evolve with contemporary new media needs.
Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.
Response from SysAid Technologies
Hey Ken, many thanks for sharing your positive thoughts on our workflow templates and ticketing/incident systems. And thank you as well for the constructive feedback about our interface.
In our Summer 17 edition, we launched our new & improved Self-Service Portal, including a modern HTML5-based interface, together with advanced search capabilities and the option to customize brand with no coding skills required. This self-service portal also simplifies the ability to implement over different departments and we're in the process of upgrading the user interface of admins as well. We will continue to make more improvements so stay tuned and thanks again for sharing your thoughts!
- Industry: Medical Practice
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Awesome Ticketing System
The reach sysaid has with our business is wide. It controls everything from password changes to change management.
Pros
I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.
Cons
I wish the sysaid asset management was a little more robust.
- Industry: Building Materials
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
SysAid is a Great ITSM that provides a robust, feature rich experience
Pros
SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.
Cons
SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.
- Industry: Insurance
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Great helpdesk and inventory software
Great helpdesk and inventory software
Pros
very good helpdesk ticketing system and inventory as well
Cons
cost money for more administrators but can be implemented for more departments
