With a rapidly increasing user base at more than 60,000 worldwide companies, SysAid’s help desk solution is easy to use and includes all of the features an IT department needs to effectively resolve technology-related support issues. The software was designed for the IT professional and can be used across all industries and business sizes.
We can say a lot of great things about this product, but our favorite features include the speedy installation and implementation as well as the fact that it was specifically developed with the goal of streamlining IT management. The software is ideal for IT professionals and service providers that need to effectively automate their help desk, manage and control assets remotely, monitor network elements, analyze performance with customizable dashboards and reports, and implement effective change and problem management.
SysAid can be installed on your server or accessed over the web, and they’ve built a mobile application accessible for the iPhone, Windows Phone, Android or Blackberry. The help desk application provides routing rules, helping service professionals determine when and how to escalate support challenges, while the asset management solution allows you to track and manage software and hardware inventory and service history.
Founded in 2002 and dedicated to ITIL best practices, SysAid is an all-in-one solution. The company offers three versions of its product (free, pro and enterprise) to meet the specific needs of your organization. 2010 was a great year for SysAid, marked by the launch of SysAid Live Chat, giving site visitors the ability to correspond with support reps in real-time, but perhaps one of their greatest achievements was the launch of its mobile applications supporting all major smartphones platforms.
Ryan from Byte Me IT
Specialty: Software / IT
After performing an extensive ITSM service desk tool evaluation, I settled on SysAid. I've since completed two deployments. It's niche seems to be small to midsize companies that need more flexibility and customization than a simple tool like Zendesk - but aren't spending 100K+ with a dedicated team to deploy something like Tivoli or Remedy. I like how flexible the tool is, and it's in active development, with new features added frequently. Deployable in the cloud, and on-premise, and supports several different databases.
Reps from the company are very active on the forum, but the forum as a whole is not very active.
Accounting for edge cases can be tough, as often those requirements aren't identified until the deployment is done. That's why I like this system - everytime a new requirement has popped up, I've been able to accommodate it.
Brad from Sinclair Wilson
We found SysAid, especially the HelpDesk module, very simple to implement. The few queries we had where answered promptly by the SysAid support staff.
We have made use of the email rules, to direct support requests to the correct support group, but find by having a lot of rules that the management has become a little cumbersome. It can be difficult to track why a particular rule was invoked.
Try out the Helpdesk, we have found once that was implement we could start making use of the knowledge Base by having the resolved Service Requests getting added into the KB.
Jeff from City of Hot Springs
Specialty: Public Sector
The best thing about this product is the cloud deployment. It was extremely easy to implement and maintain, with new product versions rolled out without any effort. Ease of installation and relatively low cost for the cloud offering made this an easy choice. The account manager for my account has made this a good purchase as well. It is very easy to expand the product and any issues we had she has gotten me the help we needed. The asset management piece is very informative and with the optional API we have integrated the output into SQL for reporting etc.
The vendor is based in Israel (I believe) and this made technical support to a middle US state a bit of a challenge. Timing was a little off at first, but they have worked to implement US specific support and once the product was fully deployed we haven't needed much support anyways. That is a testament to the product itself in that it works well and is easy to maintain after a little initial help.
The good thing about cloud deployments are that they are very easy to startup and most of these companies will offer free live trials. Take advantage of the free trials to narrow your selections with live testing.
Bryan from Infuze Credit Union
I feel this is one of the best products I spend my IT budget on. I get a ticketing system, asset management, MDM, patch management, and more for a low cost.
The only issues I would say crop up sometimes is support. On the occasion that I run into an issue, I have had trouble getting the support I need.
I feel this product was the best bang for the buck and have added many modules since starting using it. If you are a small to mid size company, I highly recommend it.
John from Skorpion Zinc
Most helpful international company ever dealt with, requests are resolved pronto, user requested features are evaluated and implemented where practical
There is nothing to not like as this product speaks for it self
Ease of installation and use is downright simple and straight forward
Justin from SIU Recreational Sports and Services
Our department had the opportunity to work with SysAid for a few years before being forced to use another solution. During those three years, we had very minimal difficulty with the program. We utilized it primarily as an Incident Management System and Inventory Maintenance. The software allowed us to use our current AD authentication system as well as many other features out of the box. The software support team was always readily available if we had questions. As well as having a fully functional KB for self-service. I look forward to one day being able to again use SysAid as our department's product of choice.
For our department, it did everything we needed and more. There wasn't really anything I would say negatively about SysAid. From price to product to support, SysAid worked for me.
Contact SysAid for a test environment. They are very willing to allow you to use a full-featured test environment for your entire team.
Tommy from COVEO Solutions
Specialty: Software / IT
Been using for a while, and I have to say that after every upgrades, it's getting better. Complete solution for Tickets, Inventory and Projects, with API for specific needs. Support is really responsive. Not too expansive. Lot of addons !
It's running in tomcat, meaning it's pretty hard to troubleshoot. The email to case sometimes crash without any reason
The cloud version is way more stable! Don't spend too much on more complexe solution when you can get it work in minutes with SysAid
Farah from Oxfam America
Easy to use and implement. We were previously working of an email box and the move to a ticketing system such as SysAid made our work more efficient and easy to manage.
The reporting software needs improvement as well as minor details such as buttons not on both top and bottom of page make it cumbersome.
Make sure you determine what features are a must have for you before you jump into buying such a software.
Evan from Oiles America Corporation
I like all the features that Sysaid offers me as an administrator. The ability to be able to launch a remote session or a chat windowsis extremely helpful. The Sysaid support staff have always been helpful when I have run into any issues.
I do wish that some tasks could be more automated but they are continually improving their software to add in features.
Make sure to take a look at the knowledge portal that you can start to build for your end users. Placing common problems and solutions here that they can use to resolve some issues is a huge help.
Ellen from Oxfam America
Have been easy to collaborate with and have made many adjustments at customer request
The interface could be more intuitive, less clunky.
Not at this time. Thank you for asking.
Eric from Oiles America Corporation
Eric from Oiles America Corporation
Ease of use and having all of the important information at our fingertips.
Wish it had a few more optimizations. Some of the monitoring could have a few more options for reporting.
Check out the ease of use and the remote management of clients.