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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 up in an intuitive, fully conversational user experience.
The result? You lift CSAT scores by delighting employees with a reliable, easily accessible, and incredibly convenient service experience (AKA a consumer-grade service experience). Because now they can get the help they need at any time, in the channels they’re comfortable working in. MTTR improves as admins are free to now focus on more strategic tasks and projects. And organizations are liberated to unleash their true potential for productivity and fulfill their purpose.
SysAid pricing
SysAid does not have a free version but does offer a free trial. SysAid paid version starts at US$79.00/month.
Starting Price:
US$79.00/month
Free Version:
No
Free trial:
Yes
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SysAid Reviews
Feature rating
5 reviews of 458
View all reviews
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
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.
Rachel
- Industry: Food Production
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5
4
Reviewed on 27/11/2023
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.
Yusuf
- Industry: Nonprofit Organisation Management
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 20/07/2024
Why you should use SysAid
I love using SysAid, like previously said it has made ITService management and ticketing very easy for my organisation
Pros
its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation
Cons
So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern.
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.
Peter
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 10/07/2024
COST EFFECTIVE ITSM TOOL
It has been a wonderful journey with SysAid
Pros
I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.
Cons
There is more room for improvement on the software product module
