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, asset management, patch management, network monitoring, reporting and performance analysis with customizable dashboards. The solution can also be deployed on-premise. SysAid ITSM offers management features for incidents, problems, change, service level targets and resolution knowledge. It also offers features like self-service portal, password reset and automation of service desk processes.IT Asset Management features include mobile device management, patch management, hardware and network monitoring and network discovery. SysAid provides standard and custom reports on performance and status related to incidents, problems, quality, project tasks and more. It offers integration with third-party applications like Salesforce, SAP and Google Apps. SysAid also provides a mobile application for remote usage. Support is available via phone, email and through an online knowledge base.
SysAid Software - Dashboard
SysAid Software - Incidents List
SysAid Software - Incident Screen
SysAid Software - BI Analytics
SysAid Software - Built in Reports
SysAid Software - Marketplace
SysAid Software - Dashboard - thumbnail
SysAid Software - Incidents List - thumbnail
SysAid Software - Incident Screen - thumbnail
SysAid Software - BI Analytics - thumbnail
SysAid Software - Built in Reports - thumbnail
SysAid Software - Marketplace - thumbnail

SysAid pricing

SysAid has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

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SysAid Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.4
Customer Support
4.5
5 reviews of 393 View all reviews
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.

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.

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