User Reviews Overview
About SysAid
SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...
Learn moreAll SysAid Reviews Apply filters
Browse SysAid Reviews
All SysAid Reviews Apply filters

- Used Daily for 2+ years
-
Review Source
Great for the budding IT - Requires some knowledge
Pros
I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.
Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.
Customer support was very helpful, even on the free version to any questions I had.
Cons
Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.
You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
My Personal Experience With SysAid ITSM TOOL and CMDB
SysAid Asset management tool has been able to resolve most part of our audit issues and it has been a good news to management. However, it is still required to resolve the prominent issue of file/application configuration monitoring.
Pros
The integration with current business process has been easy. The product is easy to implement as long as the prerequisite is met. I like the fact that assets discovered can also display the propriety software installed on them as well as alert on the software changes.
Cons
I believe the CI relations can be improved by automating it (Reference AppDynamics). A report can also be built for the articles which are mostly read in a week or month. More Analytical Asset dashboards can also be developed for Management use. The capability to monitor file content and folder content changes must be implemented (This is an ISO requirement which will satisfy audit issues)
Alternatives Considered
ServiceNowReasons for Choosing SysAid
Cost and SysAid promise of meeting our CMDB requirementSwitched From
RemedyforceReasons for Switching to SysAid
Cost and SysAid promise of meeting our CMDB requirement- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
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: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Easy maintenance tracking all customer tickets while tracking employees at the same time!
Overall, I've been very happy with SysAid. My company relies on the ticket system for our support team and I am able to log in and find any information I need quickly and easily with little or no effort.
Pros
I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.
Cons
I do wish that all windows had the same criteria for searching customer names.
- Industry: Government Administration
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
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: Oil & Energy
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
-
Review Source
The Impact of SysAid
My overall experience on SysAid has been awesome, however, there are some challenges been faced
during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of
the professional support, but however, there is a user-guide to help.
Pros
The features I like most about the software is the Advanced reporting, It helps
to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service
been used mostly etc. It also gives room to have full control as desired.
Cons
The Features that should be improved is unable to filter the customized field which is the most
the critical feature that is important.
For instance, when an additional feature is created manually separate from the original features,
it is difficult to filter. for the implementation to take place, it will fee for a professional
support as it is concluded as a project.
Reasons for Choosing SysAid
It was switched because there are some features required for the operation which is not available.Switched From
SpiceworksReasons for Switching to SysAid
We chose SysAid over Spiceworks, because it contains more features.- Industry: Medical Devices
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Not the bigest name but a full featured surprisingly good solution
I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.
Pros
Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.
Cons
Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.
Alternatives Considered
ManageEngine ServiceDesk Plus MSPReasons for Switching to SysAid
We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.- Industry: Financial Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
SYSAID is a great ITSM Tool comparable to any other global tool but really great value for...
We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.
Pros
Ease of use and setup with Asset management/Projects modules which are easy to use
Cons
The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher
Alternatives Considered
Zendesk SuiteReasons for Choosing SysAid
Cumbersome, slow, unusable and not user friendlyReasons for Switching to SysAid
Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.
- Industry: Higher Education
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
SysAid Review
We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.
Pros
Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.
Cons
Workflow management is a little outdated and has a bit of a learning curve.
Alternatives Considered
Jitbit HelpdeskReasons for Choosing SysAid
Lack of capabilities in tracking, tiering, asset management, and CMDB.Switched From
Jitbit HelpdeskReasons for Switching to SysAid
Price and capability.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Our everyday with SysAid
I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.
Pros
It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.
Cons
What I have used so far has benn great. We need to continue to implement all the features on it.
Alternatives Considered
ServiceNowReasons for Switching to SysAid
Price and it offers all what we were looking for.- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Make you job easy
I love this product, I use it daily and it brings control to managing your Network. the support is fantastic and SysAid really wants you to use there software to the fullest extent with there training and support they have never left me down
Pros
Sysaid is a one shop stop for managing users and computer in you organization. from inventory, helpdesk, patch management and remote control. SysAid can not be beat
Cons
I really have nothing bad to say about the product, I am very satisfied
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
SysAid is a fantastic utility and simple to use program
In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.
Pros
The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.
Cons
The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Reasonably priced and fully featured
Pros
SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.
Cons
Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.
- Industry: Retail
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
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: Building Materials
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
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- Industry: Education Management
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
An invaluable tool for the management of IT Support
The remote control feature as assisted us a lot in the current Covdi-19 lockdown and Sysaid as still allowed us to provide the end users with IT support while still working from home.
Pros
The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.
Cons
customising some areas can be a little complex, I'm sure will get easier with more use.
- Industry: Health, Wellness & Fitness
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Great product, wish we had the full version
We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.
Pros
The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.
Cons
This is difficult for us as we do not have the full/complete version of Sysaid. 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 licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Great value for robust Help Desk software
Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.
Pros
Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.
Cons
Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.
Reasons for Switching to SysAid
Primarily cost and ease of implementation.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Great software and great service
Fantastic, easy from 1st quote to implementation.
Pros
Out of the box features are excellent and the system is very easy to configure.
Cons
Some of the features are clearly still a work in progress but rate of development seems good.
Alternatives Considered
BMC Helix ITSMReasons for Choosing SysAid
Remedy was to rigid and to expensive.Reasons for Switching to SysAid
More closely meet our requirements.- Industry: Automotive
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
not satisfied
The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.
Pros
Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.
Cons
Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.
Response from SysAid Technologies
Hi Ivan, your feedback is truly appreciated, thank you for sharing it.
Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface
- Industry: Oil & Energy
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
SysAid Helpdesk Tool
SysAid has helped in automation of processes, especially the IT helpdesk. Top benefit is in the area of support ticket management.
Pros
The features most impactful are the Incident management, Request management, and Problem management. I am able to create workflows and automate several other departmental workflows such that paper works are drastically reduced. Product is easy to use. And integration with my existing business process was seamless.
Cons
Creation of custom fields does not allow you to create a label for read only. All fields require updates!
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
SysAid ITSM Application Review
It has so far be a a good tool. Hoping for more exciting dashboards
Pros
I like the fact that you can track history on the tickets logged by users. As a customer experience analyst am able to put myself in the place of the customer and be able to push for faster resolution from the resolver.
Cons
The tool cannot give me a trend analysis of same issues logged by the many users.
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
SysAid Tool Review
SysAid ITSM has made it easier to track and recall approved changes. It has made audit easier as we can spool report for only major changes.
Pros
The product is easy to use and can create workflows to accommodate the type of changes in ITIL.
Cons
The product does not have the capability to notify Configuration Item owners of approved changes
- Industry: Legal Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Full featured Helpdesk Software with outstanding user support
We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets. Also reports are a valid asset.
Pros
this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.
Cons
the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
SysAid Review
Being able to manage over 500 customers using the tool has made this a key tool for our organization.
Pros
What i liked moved is the incident and problem management features within SysAid.
Cons
The reporting capabilities and self-service portal can use an evolution.