SysAid Help Desk Software


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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Unix , Web browser (OS agnostic) , Windows 8 , Windows 10

88 Reviews of SysAid

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  • Bethany from BridgeHealth

    Number of employees: 51-200 employees

    July 2018

    Easy to use and communicate repair program

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Christopher from CD Computer Services

    July 2018

    Great for the budding IT - Requires some knowledge

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Randall from Our Lady of the Lake University

    Number of employees: 501-1,000 employees

    July 2018

    One of the best ticketing systems I have ever used.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mathieu from UL

    July 2018

    Good and simple

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeff from Aim Leasing Co

    June 2018

    Used to be a decent cost effective Ticket Creation software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Josephine Marie from University

    Number of employees: 501-1,000 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jamie from Partners Behavioral Health Management

    Number of employees: 201-500 employees

    June 2018

    Best ITIL Help Desk Tool on the Market

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • David A. from Our Lady of the Lake University

    Number of employees: 501-1,000 employees

    June 2018

    Very good for entering work tickets.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Austin from Rehmann

    Specialty: Accounting

    Number of employees: 501-1,000 employees

    June 2018

    Good for a small/medium sized business

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    This program is very simple and includes many out of the box workflows and templates. It was easy to use and intuitive as well as aligned with ITIL best practices.

    Cons

    Compared with some of the other Help Desk tools out there like ManageEngine, Axios Assyst and Agiloft, it did not have as much freedom when it came to customization and automation of workflows.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Victor from Stoneleaf Construction LLC

    Specialty: Construction

    Number of employees: 51-200 employees

    June 2018

    SysAid the Total Solution!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I would recommend this Solution to cover all the ITIL and ITSM needs of your IT Department and keep all your IT assets well managed.

    Pros

    SysAid has almost everything your IT staff will need to efficiently manage the company assets and help desk processes. Enhancing the process of first response to the business internal requirements, also for those companies that offers services will fit as a wonderful solution to It is a great combination of help desk, asset management, remote control and IT activity analysis solutions, in one simple, easy-to-access platform and it support multi-language that makes it a plus for multicultural IT teams.

    Cons

    There's no freemium version available, you can test it for sure using the free trial but won't allow to go further testing the whole package besides that I can't find anything else that will turn against into the features of this great system.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    June 2018

    We use Sysaid to manage our IT helpdesk

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    360 managment of the IT help desk

    Pros

    The system is very intuitive and user friendly. I like the idea that users can open a ticket only via the e-mail.

    Cons

    The system does not contain advanced options of SLA management. The system screens have limited customization options

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Anna from mytaskhelper.ru

    Number of employees: 2-10 employees

    May 2018

    Effective management in one place

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    SysAid is a powerful tool for managing your own IT service. The modules of the program contain all the best practice at the moment for organizing work. Enumerate all the possibilities you can endlessly.

    Cons

    The main disadvantage is the insane price, because of which the product is simply not available to small teams. although competitors have much more sparing tariffs, calculated for companies of different sizes.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Christian from Transactis Inc.

    May 2018

    Solid asset management tool with a reasonable cost.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to navigate through the platform, and are able to select the amount of data you want to store. Ability to to have multiple users, to add and update items. Notifications for renewals are also really helpful.

    Cons

    There may have been an easier way, but entering each asset in the beginning took a fair bit of time. Also, when renewals came up, the new subscription end date had to be manually adjusted.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    May 2018

    Used in a mechanical shop and is a great tool for tracking warranty work.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy of tracking work orders and warranty work is made easily. Functionality to see others work orders is handy. Easily produces reports for Work in Progress.

    Cons

    Can be clunky at times. Is not en entry level program, so may require some more intermediate computer skills.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    Efficient Help desk tool

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    We have been experimenting with SysAid as a service request/ incident management tool in organization. It creates an easy to use, web-based portal for our end users and administrators. The features of SysAid supports how large intakes of requests/incidents. They are organized. Tracking is made easier as well.

    Cons

    Little support from the site as customer service response is slow. The reporting aspect could be improved.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    April 2018

    A simple and feature rich helpdesk solution for your business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The cost to own this application is externally lower than most of the other Helpdesk software on the market. The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request. Also, the application can utilise open source databases such as MySQL to store its' data, which results in a massive reduction in the cost of ownership.

    Cons

    I think the application needs to be a bit more optimised for use in large organisation due slowness issues when a large number of persons are using the system at once.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rickell from Port Authority of Jamaica

    Number of employees: 201-500 employees

    April 2018

    IT staff can manage outages with improved speed. Great visualization.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Overall this product is something to consider when looking for a management tool, tracking of assets and keeping up with user request.

    Pros

    This entire system is set up to run an IT help desk. Great asset visualization and network detection. Its features are rich, configurable, and highly-scalable help desk solution suitable for any business especially large organization like mine.

    Cons

    Has an overly tabbed and sectioned user interface (UI). The user interface (UI) was not easy to understand at a first glance.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeremy from Sarcos

    Specialty: Manufacturing

    Number of employees: 51-200 employees

    March 2018

    Solve it all IT Management Product

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Tracking helpdesk tickets has never been easier, even IT purchases and calibrations to projects. Built in Remote Support Desktop viewing, Asset Management is also built in.

    Cons

    Projects module is not as strong as the rest of the features and functions. Also lots of drilling down to get projects and tasks setup properly.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    March 2018

    SysAid is complete and feature rich, all while maintaining an extremely reasonable price point.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    All the features are clearly displayed in the dashboard so everything is easy to get to. All of the tools are powerful and it's quite customizable for a program like this. All in all, a fantastic cloud service that's become integral to our business.

    Cons

    The company has been in business for nearly 20 Years and it becomes evident when using their service. There are few errors and when they arise it's extremely easy to pinpoint and resolve.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Juan Carlos from Unicomer Group.

    January 2018

    Product is affordable to enterprise who wants to track operatios!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I like It a lo!!!

    Pros

    This software It is very useful because I can track with import. team all the process since the container Its here until the last op....I really love the way in wich you can track the information in every step..and the reports you can show and analyze about all of this information.

    Cons

    Sometimes It get lag when I'm working or trying to upload information in the knowledge base. But In general I like this software.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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