SysAid is a help desk platform designed for large companies in a number of industries including accounting, construction, engineering, pharmaceuticals, and transportation. The system is available on-premise and cloud-based and includes features that information technology (IT) departments need to effectively resolve technology-related support issues.
SysAid allows users to automate their help desk, manage and control assets remotely, monitor network elements, analyze performance with customizable dashboards and reports, and implement change and problem management. The help desk application provides routing rules and allows users to determine when and how to escalate support challenges. The asset management solution allows users to track and manage inventory and service history.
The system offers Live Chat, giving site visitors the ability to correspond with support reps in real-time. SysAid also has a mobile application version which supports all major smartphone platforms.
Jason from Berkshire Farm Center and Services for Youth
Employees number: 501-1,000 employees
if purchasing make sure to check you support options and details of options. best effort should not be considered support
at first cost was a pro but based on downtime and time lost it was not justified. other then that none
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
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.
Reps from the company are very active on the forum, but the forum as a whole is not very active.
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
We found SysAid, especially the HelpDesk module, very simple to implement. The few queries we had where answered promptly by the SysAid support staff.
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.
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
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.
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.
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
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.
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.
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
Most helpful international company ever dealt with, requests are resolved pronto, user requested features are evaluated and implemented where practical
There is nothing to not like as this product speaks for it self
Ease of installation and use is downright simple and straight forward
Tommy from COVEO Solutions
Specialty: Software / IT
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 !
It's running in tomcat, meaning it's pretty hard to troubleshoot. The email to case sometimes crash without any reason
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
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.
The reporting software needs improvement as well as minor details such as buttons not on both top and bottom of page make it cumbersome.
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
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.
I do wish that some tasks could be more automated but they are continually improving their software to add in features.
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
Have been easy to collaborate with and have made many adjustments at customer request
The interface could be more intuitive, less clunky.
Not at this time. Thank you for asking.
Eric from Oiles America Corporation
Ease of use and having all of the important information at our fingertips.
Wish it had a few more optimizations. Some of the monitoring could have a few more options for reporting.
Check out the ease of use and the remote management of clients.
Jae from Grand Materials
Employees number: 51-200 employees
A haphazard ticket system that sometimes works better then nothing at all.
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.
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.
Ari from RW
Employees number: 201-500 employees
Software is simple and easy to use.
As stated above, the software is very simple and easy to use. It really allows someone to hit the ground running.
I do not think that we have found any cons with this software. It serves its purpose fairly well.
Jerson from Adventist
Employees number: 11-50 employees
I can focus more on supporting/helping clients then less on tracking the actual support tickets.
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.
Sometimes, the cloud version doesn't refresh the dropdowns and button so well, but it's minor. No big deal.
Valentine from eGovJa Ltd
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.
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).
David from MG
Employees number: 201-500 employees
We use this software whilst working with a partner, found it easy to use with little to no training.
Patsy from Sealord Group Ltd
Employees number: 501-1,000 employees
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.
I don't like the browser implementation much - it provides the value but comes with the down sides of browser software (state, updating etc).
As with any ITSM implementation - know what you want to do first, then work with the vendor to get it working.
Manuel from Meditron C.A
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
Alejandro from Vical
Not easy implementation
Ruediger from Dr. Babor
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!
Leonel from Unicomer
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
Wendy from Compartamos Financiera S.a
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.
Fernando from ITSM CONSULTING SERVICES MEXICO, SA DE CV
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...
Fabian from Tambora.co SAS
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.
Luis from Green Code S.L.
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.
Justin from SIU Recreational Sports and Services
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.
Dagoberto from Organizacion Hercules S.A.
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.
Brandan from SmartPak
Employees number: 201-500 employees
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.
-Been around for a while
-Customer Service located in the middle east
Jon from Wimsatt Building Materials
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.
-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.
- 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.
Jonathan from Aspen pharma
Tech support is fast and efficient they also have a live chat service for instant support
Craig from Crawshaw Academy
Price point makes it accessible for schools.
Easy installation and integration
Cross platform support
Comprehensive suite of management tools
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.