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. SysAid paid version starts at N/A.

Pricing Details:
SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP. SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.
Free Version:
Yes
Free trial:
Yes

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SysAid Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 344 View all reviews
Edward F. Edward F.
  • 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

TOPdesk and ManageEngine ServiceDesk Plus

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.
Tim H. Tim H.
  • 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.
Rafael V. Rafael V.
  • 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.

Justin D. Justin D.
  • Industry: Higher Education
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/10/2021

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

Reasons 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

OTRS

Reasons for Switching to SysAid

Zendesk had too many features rolled into one and a high asking price.
Adewale J. Adewale J.
  • Industry: Telecommunications
  • 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 20/10/2021

Great User Experience

Great graphic user interface, with awesome user experience

Pros

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it .

Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation

Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience.

Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Cons

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Alternatives Considered

Freshdesk

Reasons for Switching to SysAid

First Pricing, with UX and smooth navigation for user and admin

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