SysAid
About SysAid
Awards and Recognition
SysAid Pricing
SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP. SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.
Starting price:
$79.00 per month
Free trial:
Available
Free version:
Not Available
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Most Helpful Reviews for SysAid
1 - 5 of 433 Reviews
Sarah
Verified reviewer
Information Technology and Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
We can track resolved incidents and help customers solve them quickly
The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.
PROSSysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.
CONSReports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.
Reasons for switching to SysAid
It aids us in responding to and resolving issues raised by our customers. Our company's internal process also flows through action items, which we use to fill in control of internal changes. This software allows us to keep tabs on closed incidents while also giving clients an easy way to address operational and administrative issues.
Peter
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2023
Fantastic SysAid
It has been a great journey using SysAid since 2019. We have always had a good understanding and agreement for each request we submit.
PROSI like the workflows and the BI Analytics. With the workflows, we have been able to build processes for some support teams in resolving issues. Same workflows has helped streamlined our change approval process. With the approval process in place in SysAid, we no longer face audit exceptions on no approval was obtained from a stakeholder before CAB. Service Review meetings has been more insigtful with the use of the BI Analytics to provide data for tickets resolved by each support team , as well as review tickets pending and aging.
CONSI do not like the fact that the Knowledge base management cannot give a comprehensive report on usage. They are only show most viewed articles based on a cumulative count of viewers.
Reason for choosing SysAid
The product suited our budget and it has proven that it worth buying.
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
Nejc
Insurance, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Sysaid review
The UX is not great. Especially on the admin and configuration side. Overall it has all the building blocks needed to bring processes to a higher level
PROSMany out of the box functionalities and great costumer support
CONSThe UX is not great. Especially on the admin and configuration side.
Reason for choosing SysAid
ITSM management and workflows and great help desk functionalities.
Reasons for switching to SysAid
No support, difficult to configure, very static program, does not evolve the process
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.