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 relates 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.



100 Reviews of SysAid

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 100 reviews

December 2018

Steven from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

2 of 5

Functionality

4 of 5

December 2018

A clean ticketing system

Pros

I like that the while the process is fairly automated ,SysAid have managed to include almost any kind of feasible issue in their predesigned selections . This makes it easier for both the people submitting the issue and the ones responsible for fixing it .

Cons

It's setup is very heavy to administer on your systems .I have started preferring a cloud based alternative ( Freshdesk ) because of that

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

November 2018

SysAid

Pros

Simple helpdesk solution with very intuitive interface for endusers and support agents.

Cons

The ability to create intuitive reports easily was not the case and also to do automated reports to be email seem difficult to do.

November 2018

Irena from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

Once you get used to working with it ,there is no going back .

Pros

Very tidy ticketing system .It is organized and helps our IT department address concerns in a quicker manner than before .

Cons

The design looks outdated and while I understand it helps in the long term , a different selection option for every different possible technical problem can be overwhelming .

October 2018

Georgi from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

A good help desk solution

Pros

The ticketing system is useful and easy to operate .Concerns are properly managed ,you can set a priority and the reports afterwards are informative .

Cons

My IT department friends say that the administrative side of the program is a pain to deal with. On a personal level I haven't found anything to complain about .

October 2018

Dima from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Speeds up fixing technical issues .

Pros

The ticketing system is very organized .It's extremely easy for employees to submit concerns and have them quickly resolved by our IT department .Having a ready icon on your desktop also adds to the seamlessness .

Cons

Some cosmetic touches on the main page would definitely benefit the service as a whole .It currently looks outdated.

October 2018

Petar from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

October 2018

Amazing Help Desk .

Pros

I love the ticket system SysAid implements .As far as I am aware,it is customizable and subject to my preference .It enables me to explain my technical issues ,when I have them , at great length , which in turn helps our IT techs to resolve them as quickly as possible .Being able to see your ticket history is also very useful .

Cons

The original configuration can be hard to set up and takes a while . Admittedly, I am not involved with that part of the process and it is feedback I have received from colleagues .

October 2018

Georgi from taxback.com

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

October 2018

IT Solutions made easier

Pros

I like how organized the ticket system is and that you can always follow the progress with your requests / issues . The option to see previous history is also a nice perk .

Cons

The design is heavy-handed and you need a proper introduction to SysAid before you can use it properly.

September 2018

Spencer from MongoDB Inc.

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

Great software

Pros

I really like here is the integration with other software. And Also admire that this product is very easy to use.

Cons

I just notice in this product is it is easy to use but it takes time to set up but when you finished set up this its all good to go.

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

September 2018

Tracking made easy

This enables us to link our support email address to the software for automatically directing the incident to the correct mailbox and ensures that not request will get lost in the system.

Pros

The software enables us to easily track all requests or incidents logged by employees or clients. Different roles can be created for the different departments. The users are always awared of the status for the ticket/request.

Cons

I can not mentions anything negative. Without this software our request tracking will be a nightmare

September 2018

Malcom from CHITSA IT LLC

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2018

Great software

Pros

The quality of the software is really great. More documentation and tutorial so easy to use, very user friendly.

Cons

Nothing much but hoping for improvement of design at also improvement on support on other languages. But overall quality software here.

September 2018

Phillip from Datatrak International

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

September 2018

Just OK

Pros

The value was pretty good for what you get out of the box.

Cons

The set-up was cumbersome and lacked the ease of use I had hoped for.

August 2018

Richard from XSales® Mobility,

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

SysAid software review

This ITSM software is perfect to implement Help Desk and Assets Management inside any organization, in my case the Cloud version helped me to automate customer service (internal & external) with successful results, the deploy of this software was fast and I counted on SysAid technical support all the time needed.

Pros

- Allow the implementation of ITSM, Help Desk and asset management quickly.
- Consists of a modular system.
- Extensive documentation and tutorials available.
- Integration with other software.
- Provides versions of Cloud and On-Premise.

Cons

- Least of support for other languages different from English.

July 2018

Bethany from BridgeHealth

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

July 2018

Easy to use and communicate repair program

It provides mass communication to the IT team which is good because it keeps everyone on the same page.

Pros

SysAid is my company's go to for IT help. We submit tickets here to for any issues we may be having with technology or electronics. It is easy to fill out and allows you to be thorough.

Cons

The repair time is completely dependent on the staff. The program itself is productive in what it is meant to do.

July 2018

Christopher from CD Computer Services

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

July 2018

Great for the budding IT - Requires some knowledge

Pros

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Cons

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

July 2018

Randall from Our Lady of the Lake University

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

July 2018

One of the best ticketing systems I have ever used.

The ability to track incidents, requests, changes and much much more.

Pros

We use this system 100 times a day for tracking incidents, inventory, and archiving information. Over the years I have used everything from Footprints, Track-it, and Maximo. I can honestly say this in my opinion is the best one for an administrator.

Cons

The only con I have is access to support. We are located in America and SysAid is in Israel so sometimes getting a window of available time because of the time zone differences can be problematic. On the other hand the system doesn't really give us any issues.

July 2018

Mathieu from UL

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

5 of 5

July 2018

Good and simple

Pros

This is a good and simple software to use. With the agent, it makes it very easy to take care of the inventory.

Cons

The big cons that I have about this software is that it is kinda expensive but overall, I think it is worth the price.

June 2018

Jeff from Aim Leasing Co

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

1 of 5

Customer support

4 of 5

Functionality

2 of 5

June 2018

Used to be a decent cost effective Ticket Creation software

Pros

Ability to create reports and automate them. Categories can be created for anything as deep as 3 subcategories.

Cons

Maintenence used to be fairly cost effective until they realized there was more money to be made. Annual fee increased by 9x what we've paid over the past 8 years. Unacceptable.

June 2018

Josephine Marie from University

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

June 2018

my experience with this software is fine but, could have a little work on it.

What I get from this software is that it organized and maybe to find all the work tickets from previous weeks or months

Pros

what I like about this software is that you can look up the ticket with just a name if the person does not remember their ticket number. This helps because I get a lot of people who don't remember their ticket number or they can't find it in their emails.

Cons

What I don't like and would like it to be fixed would be that fact that at the home page where all the work tickets are their is a search bar on the top where you can search the work ticket but, like in my PROS where we can look up the name you can't do that with that search bar. You have to go to service desk and all and look it up there.

June 2018

Jamie from Partners Behavioral Health Management

Company Size: 201-500 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Best ITIL Help Desk Tool on the Market

Pros

We evaluated several products however this one had it all. It was easy to purchase, configure and implement. Has great reporting features and dashboards.

Cons

Additional cost for extended business reporting however it might be worth it down the road as you collect more data and implement more ITIL functionality.

June 2018

David A. from Our Lady of the Lake University

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Very good for entering work tickets.

Pros

The ability to enter all your work tickets, and capture all the receipts with my phone's camera, is a real time-saver. And everything is uploaded and stored in the cloud, so I can work anywhere and anytime.

Cons

It doesn't have a very good mobile application that you can use. It takes a long time to load and bounces you out at times.