SysAid
About SysAid
Awards and Recognition
SysAid Pricing
SysAid offers 3 editions: Help Desk, ITSM, and Enterprise. All plans can be enhanced with SysAid Copilot - a generative AI solution that highly improves IT efficiency using the most advanced AI capabilities in the market.
Starting price:
$79.00 per month
Free trial:
Available
Free version:
Not Available
Most Helpful Reviews for SysAid
1 - 5 of 434 Reviews
Edward
Verified reviewer
Government Administration, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 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
Reason for choosing 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
Food Production, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 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.
PROSKnowledge 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
CONSThe 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.
Reason for choosing SysAid
SysAid gave us what we were looking for and at a fraction of the cost as the others.
Reasons for switching to SysAid
We needed more functionality then what was offered in our previous software.
Jae
Transportation/Trucking/Railroad, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed September 2017
Behind the times.
A haphazard ticket system that sometimes works better then nothing at all.
PROSI like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.
CONSCustomer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.
Vendor Response
Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed
Replied October 2017
Eoin
Farming, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Good system but improvements could be made
System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.
CONSui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times
Tomás
Retail, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed May 2023
Great tech support
So far our experience with SysAid has been very smooth. We've had some issues but the tech support team is very fast to find the problem and the solution.Very happy with them.
CONSI would love to be able to filter my tickets easier.Have more options in general over how I see my tickets.