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. View Pricing Plans
Free Version:
Yes
Free trial:
Yes

Alternatives to SysAid

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal,... Learn more

SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM)... Learn more

ServiceNow

ServiceNow is an IT service management solution that provides asset management, change and release management, incident... Learn more

ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well... Learn more

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every... Learn more

TOPdesk

TOPdesk is cloud-based computer-aided facility management (CAFM) and ITSM solution designed to help small and midsize... Learn more

SysAid Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.4
Customer Support
4.5
5 reviews of 357 View all reviews
Thomas B.
  • Industry: Law Practice
  • Company size: 51-200 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 19/06/2019

SysAid - Simple Solution, Big Outcome

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pros

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience.
SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Cons

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Reasons for Choosing SysAid

No longer fulfilled our growing list of requirements.

Reasons for Switching to SysAid

Cost and Versatility
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

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.
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.

John R.
  • 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.
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.

Related categories