SysAid

SysAid

by SysAid Technologies

Who Uses SysAid?

SysAid serves organizations spanning all industries and sizes from SMBs to Fortune 500 corporations. From our basic to enterprise edition, there is something to suit businesses of all magnitudes.

What Is SysAid?

SysAid's Help Desk offers one place and dashboard to manage all your IT support. You'll find all the essentials you need in one place including a powerful ticket management tool, IT asset management, self-service portal and more. Implement your customizable Help Desk easily and quickly today from the cloud or downloadable on-premise software. With 15+ years of experience, SysAid has been serving +100k admins globally. Get a Free Trial now or contact us to see what SysAid can do for you.

SysAid Details

SysAid Technologies

http://www.sysaid.com/

Founded 2002

SysAid Pricing Overview

SysAid has a free version and offers a free trial.

Free Version

Yes

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

SysAid Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Audit Management
Compliance Tracking
Configuration Management
Contract/License Management
Cost Tracking
Inventory Management
Maintenance Management
Procurement Management
Requisition Management
Supplier Management
Asset Tracking
Availability Management
Change Management
Configuration Management
Contract/License Management
Incident Management
Problem Management
Project Management
Release & Deployment Management
Self Service Portal
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

SysAid Reviews

Showing 5 of 261 reviews

Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.4/5
Features
4.4/5
Value for Money
4.5/5
Thomas B.
IT Analyst
Law Practice, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 19/06/2019

"SysAid - Simple Solution, Big Outcome"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 19/06/2019
Eric F.
Engineer
Construction, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 17/06/2020

"All essencials in one service desk"

Comments: IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.

Pros: No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Cons: I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

  • Reviewer Source 
  • Reviewed on 17/06/2020
Rafael V.
MIS Technician
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    1/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    1/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 12/07/2017

"Not so great customer service."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 12/07/2017
James W.
Systems Administrator III
Higher Education, 201-500 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 07/10/2019

"SysAid Review"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 07/10/2019
Luis a. D.
Senior Manager
Computer Software, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 13/06/2020

"Nice tool to manage IT Recourses"

Comments: Is good, actually, I don't conceive to manage IT ticketing outside SysAid. At first you have to be familiar with some administrative options, but in couple of hours you would be ready to go.

Pros: Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Cons: Poor options to project management and low performance. The look'n'feel is bad, and confusing.
I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

  • Reviewer Source 
  • Reviewed on 13/06/2020