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,...

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Feature ratings

Value for Money
4.5
Features
4.4
Ease of Use
4.4
Customer Support
4.5

Browse SysAid Reviews

393 of 393 reviews
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Christopher
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
4

5
Reviewed on 12/07/2018

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.

peter
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
3

4
Reviewed on 05/09/2022

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

ServiceNow

Reasons for Choosing SysAid

Cost and SysAid promise of meeting our CMDB requirement

Switched From

Remedyforce

Reasons for Switching to SysAid

Cost and SysAid promise of meeting our CMDB requirement
Rafael
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

1
Reviewed on 12/07/2017

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

Akosua Tiwaa
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 07/12/2022

Sysaid, the Tool to Bridge Customer and Support Gap

Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

Pros

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Cons

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Alternatives Considered

FootPrints and ServiceNow

Reasons for Choosing SysAid

The remedy product no longer served our purpose as a growing business

Reasons for Switching to SysAid

The ease of use, and also the price as well as its ability to meet majority of the company's needs
Edward
  • Industry: Government Administration
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 15/11/2021

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

Alternatives Considered

ManageEngine ServiceDesk Plus and TOPdesk

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.
Charles
  • Industry: Oil & Energy
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 06/12/2020

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.

Alternatives Considered

SapphireIMS and Lansweeper

Reasons for Choosing SysAid

It was switched because there are some features required for the operation which is not available.

Switched From

Spiceworks

Reasons for Switching to SysAid

We chose SysAid over Spiceworks, because it contains more features.
Tim
  • Industry: Medical Devices
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 20/01/2021

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 MSP

Reasons 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.
Hitesh
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 03/06/2020

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 Suite

Reasons for Choosing SysAid

Cumbersome, slow, unusable and not user friendly

Switched From

BMC Helix ITSM and Zendesk Suite

Reasons for Switching to SysAid

Cost and as its based out of Europe, No VAT to pay giving a huge cost saving.
James
  • Industry: Higher Education
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 07/10/2019

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 Helpdesk

Reasons for Choosing SysAid

Lack of capabilities in tracking, tiering, asset management, and CMDB.

Switched From

Jitbit Helpdesk

Reasons for Switching to SysAid

Price and capability.
John
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 29/03/2022

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

ServiceNow

Reasons for Switching to SysAid

Price and it offers all what we were looking for.
charles
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 05/06/2020

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

Kevin
  • Industry: Consumer Goods
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/04/2021

SysAid the ITSM that you need.

We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

Pros

SysAid Ticket management are completely customizable to fit our business needs.
Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que.
Active Directory integration is fantastic.

Cons

The integrated remote control piece works but we miss some features of a more robust product.

Reasons for Switching to SysAid

SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.
Lori
  • Industry: Mining & Metals
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/06/2020

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 Desk

Reasons for Choosing SysAid

Needed something global

Switched From

Microsoft SharePoint

Reasons for Switching to SysAid

People and easier configuration
Leonel
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/08/2019

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.

Alternatives Considered

Spiceworks and System Center

Reasons for Choosing SysAid

cloud service

Switched From

GLPi

Reasons for Switching to SysAid

Cost of implementation
gregg
  • Industry: Automotive
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 02/06/2020

Easy to Use and Easy to Modify for your needs

HIGHLY recommend it. 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 the support and effort to be even better DAILY than SYSAID.

Pros

I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Cons

Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

Jon
  • Review Source
Value for Money
N/A
Features
N/A
Ease of Use
5
Customer Support
5

5
Reviewed on 27/01/2016

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.

Replied 10/02/2016
Gonzalo
  • Industry: Information Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
3
Ease of Use
3
Customer Support
3

3
Reviewed on 28/08/2019

Not bad, but less than expected

Pros

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Cons

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

Ken
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
2
Ease of Use
2
Customer Support
3

3
Reviewed on 02/11/2017

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!

Replied 06/11/2017
Nick
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 17/06/2020

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 ITSM

Reasons for Choosing SysAid

Remedy was to rigid and to expensive.

Reasons for Switching to SysAid

More closely meet our requirements.
Sylvester
  • Industry: Oil & Energy
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 26/10/2022

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!

Maximilian
  • Industry: Packaging & Containers
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 16/04/2019

Takes a bit to get used to, but really powerful after that

We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

Pros

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).

- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.

- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.

- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Cons

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.

- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Matteo
  • Industry: Legal Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 24/04/2019

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.

Casey
  • Industry: Higher Education
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/09/2022

Solid Helopdesk Soultion

I have always had a good experience with SysAid. We used the on-premise product for 9 years, and recently migrated to the cloud. The process was seamless. Support was awesome.

Pros

SysAid is simple to setup and manage. Support is friendly and knowledgeable. Reporting is easy.

Cons

FAQ section could be improved upon, feels outdated.

Alternatives Considered

Zendesk Suite

Reasons for Switching to SysAid

Useability.
Austin
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 19/12/2020

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.

Alternatives Considered

ServiceNow

Reasons for Switching to SysAid

Provided better value for the investment.
Geraldine
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 19/03/2022

Sysaid is a very good application for IT Support Team

Pros

- Routing
- Custom templates
- LDAP integration
- Self Service Portal

Cons

Custom fields not integrated easily on form in the self service portal once ticket is submitted
Too many details for the assets part

Alternatives Considered

Mojo Helpdesk and SolarWinds Service Desk

Reasons for Choosing SysAid

Need to have more automation
393 reviews