SysAid Help Desk Software


 

SysAid is a help desk solution designed to help users resolve technology-related support issues. It is focused on the needs of IT professionals and can be used across all industries and business sizes.

Key features include help desk automation, asset management, patch management, network montirong, reporting and performance analysis with customizable dashboards.

SysAid can be installed on users' servers or accessed via the cloud, and mobile apps are available 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 users to track and manage software and hardware inventory and service history.

SysAid is available in three versions: free, pro and enterprise. Support is available through SysAid Live Chat, giving site visitors the ability to correspond with support reps in real time.

 

SysAid - Help desk list view
 
  • SysAid - Help desk list view
    Help desk list view
  • SysAid - Asset management solution
    Asset management solution
  • SysAid - User and admin knowledge base
    User and admin knowledge base
  • SysAid - Self-service end users' portal
    Self-service end users' portal
  • SysAid - Integrated assets remote control
    Integrated assets remote control
  • SysAid - Graphic dashboard and customized reports
    Graphic dashboard and customized reports
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Unix, Web browser (OS agnostic), Windows 2000, Windows 10

40 Reviews of SysAid

 

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Software Advice Reviews (11)
More Reviews (29)

Showing 1-11 of 11

Jason from Berkshire Farm Center and Services for Youth
Specialty: Non-Profit
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

August 2017

August 2017

painful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

if purchasing make sure to check you support options and details of options. best effort should not be considered support

Pros

at first cost was a pro but based on downtime and time lost it was not justified. other then that none

Cons

modules do not work as they should, keeps crashing, lack of customization beyond basics. more downtime causing helpdesk outages

 
 

Ryan from Byte Me IT
Specialty: Software / IT

April 2016

April 2016

Great flexible product without breaking the bank

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

Reps from the company are very active on the forum, but the forum as a whole is not very active.

Recommendations

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
Specialty: Accounting

March 2016

March 2016

Why SysAid?

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

We found SysAid, especially the HelpDesk module, very simple to implement. The few queries we had where answered promptly by the SysAid support staff.

Likes Least

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.

Recommendations

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

February 2016

February 2016

Great Asset Management and Help Desk Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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
Specialty: Banking

February 2016

February 2016

Very robust product for a very reasonable price

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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
Specialty: Manufacturing

February 2016

February 2016

Best Helpdesk System by far

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Most helpful international company ever dealt with, requests are resolved pronto, user requested features are evaluated and implemented where practical

Likes Least

There is nothing to not like as this product speaks for it self

Recommendations

Ease of installation and use is downright simple and straight forward

 
 

Tommy from COVEO Solutions
Specialty: Software / IT

January 2016

January 2016

nice for SMB

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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 !

Likes Least

It's running in tomcat, meaning it's pretty hard to troubleshoot. The email to case sometimes crash without any reason

Recommendations

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
Specialty: Non-Profit

October 2015

October 2015

Cheap and easy to implement

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

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.

Likes Least

The reporting software needs improvement as well as minor details such as buttons not on both top and bottom of page make it cumbersome.

Recommendations

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
Specialty: Manufacturing

September 2015

September 2015

Using Sysaid to manage user issues

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

I do wish that some tasks could be more automated but they are continually improving their software to add in features.

Recommendations

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
Specialty: Non-Profit

September 2015

September 2015

Review Time

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Have been easy to collaborate with and have made many adjustments at customer request

Likes Least

The interface could be more intuitive, less clunky.

Recommendations

Not at this time. Thank you for asking.

 
 

Eric from Oiles America Corporation
Specialty: Manufacturing

September 2015

September 2015

SysAid saves us time and money

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Ease of use and having all of the important information at our fingertips.

Likes Least

Wish it had a few more optimizations. Some of the monitoring could have a few more options for reporting.

Recommendations

Check out the ease of use and the remote management of clients.

 
 
 
Showing 1-20 of 29

Jae from Grand Materials
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

Behind the times.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

A haphazard ticket system that sometimes works better then nothing at all.

Pros

I 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.

Cons

Customer 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.

Source: Capterra
 

Ari from RW
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

I used SysAid when I first started with my company. This software was good - easy and simple to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Software is simple and easy to use.

Pros

As stated above, the software is very simple and easy to use. It really allows someone to hit the ground running.

Cons

I do not think that we have found any cons with this software. It serves its purpose fairly well.

Source: Capterra
 

Jerson from Adventist
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2017

August 2017

Super Satisfied

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I can focus more on supporting/helping clients then less on tracking the actual support tickets.

Pros

SysAid's flexibility makes it ahead of most other helpdesk software. It serves what we intends to use it and it even amazed us that it can be used for other purposes.

Cons

Sometimes, the cloud version doesn't refresh the dropdowns and button so well, but it's minor. No big deal.

Source: Capterra
 

Valentine from eGovJa Ltd

June 2017

June 2017

Wonderful App

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.

Cons

It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).

Source: Capterra
 

David from MG
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

New user - happy

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We use this software whilst working with a partner, found it easy to use with little to no training.

Pros

SImplicity

Cons

Nothing....yet

Source: Capterra
 

Patsy from Sealord Group Ltd
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2016

November 2016

Value for money

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

SysAid provides good value for money (we are using the SaaS, cloud based implementation).

There is a lot of functionality that is easy to configure and there is initial support to get started. That support is not quite as accessible after the initial bedding in period. We have found the browser implementation to be a bit cumbersome (for example it is not possible to have independent tabs with different parts of the application running at the same time). There was a problem with email and automatic job creation. The support was slow and we spent a day limping along. Eventually this resolved itself and we have not received any explanation. This kind of response is frustrating for a SaaS product.

We have made the usual mistake of not spending enough time configuring for our particular requirements and with a substantial deign effort we would probably provide a more positive review.

I would describe this as an adequate ITSM product with some nice features and some annoying issues.

Pros

Good value.

Cons

I don't like the browser implementation much - it provides the value but comes with the down sides of browser software (state, updating etc).

Advice to Others

As with any ITSM implementation - know what you want to do first, then work with the vendor to get it working.

Source: Capterra
 

Manuel from Meditron C.A

March 2016

March 2016

It is a software I'm using since 2006, is very easy and intuitive, you can parameterize very easy an

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

The software has the following advantages:
1- It is easy parameterization
2. Continuous Improvements updates
3. Fits any service unit for use
4. processes service units are easily adapted
5. Good online documentation
6. Optimal management of assets for proper administration

For me one of the few drawbacks is that the designer is very limited reports

Source: Capterra
 

Alejandro from Vical

March 2016

March 2016

It`s a fine product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Not easy implementation

Source: Capterra
 

Ruediger from Dr. Babor

February 2016

February 2016

SysAid Made Incident Management very easy

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We are using SysAid about 2 Years and we are very pleased with it. Nice GUI, Easy Customizing and easy to use. SysAid covers all our current needs at low cost and with excellent Service!

Source: Capterra
 

Leonel from Unicomer

February 2016

February 2016

Great tool for ITSM and easy to use, the cloud service is very good

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

SysAid Cloud comes with a several set of custom options, that make it ease to configure and make it ease to configure and personalize to your company.
this tool has a lot of characteristics that will improve your service management and make more efficient the IT Department

Source: Capterra
 

Wendy from Compartamos Financiera S.a

February 2016

February 2016

My experience with the software until now is good

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

About the service after sale is very good, the executive of sale has knowledge about the product and the time of atention is very fast.

Source: Capterra
 

Fernando from ITSM CONSULTING SERVICES MEXICO, SA DE CV

February 2016

February 2016

We have been using SysAid for more than three years and we are very pleased with its functionality.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Easy to implement and friendly interface. Powerful functions. Excellent support.

To improve. Personal data integration on CMDB. Other tools, not as functional as SysAid, at agent deployment time ask the user to introduce his or her personal data: Name, position, location, phone, etc...

Source: Capterra
 

Fabian from Tambora.co SAS

February 2016

February 2016

SysAid has considerably optimize our scheme support and customer service. Their integration tools ha

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Previously we have problems of integration of the different areas of support. Our customers demanded a faster attention. Since implement SysAid has increased the satisfaction of our customers, we have streamlined our processes which has made our engineers see your workload stabilized. It has been gradually involving the whole technical part of our organization so that we speed up processes significantly reducing response times and solution.

Source: Capterra
 

Luis from Green Code S.L.

February 2016

February 2016

Great Software and easy to use and install

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

It's Easy to use and has a quickly implement. With the basic packed you have a Fully funcionality for a great Price.

Could exist another ITSM solutions cheapper but, none had a support and a professional services like SysAid.

We didn't found anything that dislike us.

SysAid helps us to quickly implement a help desk management service to our users.

Currently, it has facilitated the implementation of a comprehensive policy governing ITSM and now we can manage all the computers and mobile devices, and measuring suppliers through service-level agreement.

Source: Capterra
 

Justin from SIU Recreational Sports and Services

February 2016

February 2016

SysAid as an ITSM

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Dagoberto from Organizacion Hercules S.A.

February 2016

February 2016

Excelent service !

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

SysAid is an excellent tool for technical support desk of the company, very easy to parameterize and use, covers all our current needs at low cost.

Source: Capterra
 

Brandan from SmartPak
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2016

February 2016

Wasn't impressed from our Free Trial

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

SysAid has some good features, but I did not like the User Interface at all. It seemed slow compared to others we demo'd. Also, the Customer Service is located in the middle east, which was a big drawback for us. It was difficult to get in touch.

Pros

-Good Features
-Cheap
-Been around for a while

Cons

-Ugly
-Customer Service located in the middle east
-Slow

Source: GetApp
 

Jon from Wimsatt Building Materials

January 2016

January 2016

Exceptional Customer Support & Powerful Service Desk

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues.

We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.

****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.

****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Source: Capterra
 

Jonathan from Aspen pharma

May 2015

May 2015

Very easy and customisable for our needs

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Tech support is fast and efficient they also have a live chat service for instant support

Source: Capterra
 

Craig from Crawshaw Academy

April 2015

April 2015

Great service management system that integrates seamlessly with other school systems.

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Pros:
Price point makes it accessible for schools.
Easy installation and integration
Cross platform support
Highly customisable
Comprehensive suite of management tools
Scalable
Multitenancy
Modular design

Cons:
Some customisation is lost when upgrading versions
Reporting out of the bag is limited (This can be customised however)
Customising administrator permissions can be confusing
My Desktop provides poor user experience, especially considering the cost



After a long process of evaluation, SysAid, an enterprise level product being offered under their educational license model was chosen because of it¿s flexibility and modular design. The multi tenancy architecture allowed us to provide a service desk that supported the whole school and was not simply a ticketing system for IT support. We now have a centralised service area for IT support, facilities management, finance and HR.

Working together with SysAid¿s professional services team we were able to get the service desk integrated with Active Directory, Google Apps for Education (Gmail & Calendar) and our MIS (Management Information System) within a few hours. Using the `Password Services Module¿ and SSO (Single Sign-on) users can now manage their own access to the school¿s core systems - domain users accounts, email and SIMS - by accessing SysAid¿s `End User Portal¿ which is available from any device both within school and externally.

SysAid is instrumental in managing the transition from our legacy network and systems while not distracting us from our objective of adding value to the school where it matters the most. As the school is now part of a multi-academy trust and the schools new sponsors plan to scale SysAid to support all academies within the trust, a great endorsement for the product.

Source: Capterra