SysAid Help Desk Software


 

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.

 

SysAid - Helpdesk List View
 
  • SysAid - Helpdesk List View
    Helpdesk List View
  • SysAid - Full Asset Management Solution
    Full Asset Management Solution
  • SysAid - Users and Admins Knowledge Base
    Users and Admins 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):
Mac OS, Web browser (OS agnostic), Windows 10

62 Reviews of SysAid

 

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Software Advice Reviews (11)
More Reviews (51)

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

Review Source
 
 

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 51

Jonathan from Kefron
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Sysaid offers Perfect Helpdesk Experience for All

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

Syaid truly is the number one helpdesk resource for IT admins, from ticket logging to self-service account unlocks it has it all. But not only that SysAid listens to its customers. Suggestions you make to the product can happen and they are always looking to improve the usability and feel of its product.

Cons

If sysaid has one weakness it is its Project module it is slow clunky and tricky to use. WE use Trello as it is so simple

Review Source: Capterra
 

Imanuel from Dream Hotels and Resorts
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Your support very poor, took nearly 2 months to resolve an incident

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

It is a web app and is user friendly when using mobile devices.
The log of incidents via e-mail is good for our remote users country wide.

Cons

The reports are limited and is not Customizable
The asset management reports is also very limited.
The remote communication very slow

Review Source: Capterra
 

Michael from METHABAU
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Must Have Tool For Every Helpdesk

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

good ROI

Pros

System implementation is simple and fast.
Easy to use and very good value.
Very low effort for maintenance in SysAid Cloud Version.

Cons

User Interface Looks a bit old style; few possibilites to customize
Android app has Bugs and few Crash Problems

Review Source: Capterra
 


November 2017

November 2017

SysAid has been a valued tool in ITSM. It has great potential but some shortcomings.

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

SysAid provides a fully customizable experience for IT administrators. Every form can be customized and when combined with using templates, it becomes a powerful tool. Also, I like the ability to separate our clients into different companies and use SysAid as a true MSP ITSM tool.

Cons

The mobile UI leaves a lot to be desired. Although they do have an updated iOS app, it can be difficult for IT staff to manage their queue strictly from the app. Also, the forms do not support logic to create hidden fields.

Review Source: Capterra
 

Jon from Samaritan Ministries Int.
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2017

November 2017

Great Experience, however anxious for new versions particularly for the Admin portal.

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

Establishing ITIL foundational best practices in our organization. This has brought a huge lift to where we are moving toward in our IT dept.

Pros

Flexibility and Scope-ability. Sysaid has a lot of great features and is a awesome tool to use from an ITIL standpoint. Configurability is also a great piece to Sysaid in the fact that it is very customizable. Support has been great so far.

Cons

Admin portal is rough and not very "pretty". I imagine that is a give and take issue due to the customization piece that is good. View filtering tends to be challenging. Workflows are difficult to manipulate once made.

Review Source: Capterra
 

Don from Legend Brands
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Easy to setup and works great, especially for smaller environments.

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

The system is very easy to setup. Once the software is installed I had my system configured and working in an hour or so.

Cons

The remote features are ok but kind of clunky. We ended up using a different system for asset management and Remote Assistance.

Review Source: Capterra
 

Brian from Universiite Laval
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2017

November 2017

For us here it's perfect, the system miss some essential feature but overall it's very good

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

The mangement of ticket ans asset, it's more easy now for the inventory !

Pros

The system is easy to configure !, really simple to use, the new portal for end user it's really great !!

Cons

miss a rental system, in the patch management is miss the option to put the software we want, is miss the option to customize completly the colunm

Review Source: Capterra
 

Ken from Vanheede Environment Group

November 2017

November 2017

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

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

Good ticketting system with Incidents, Request, change and problem Classification
Workflow templates.

Cons

Complex.
Poor end user portal for KB and Service Request follow up.
Poor search functionality.
Old UI with old text editors. Does not evolve with contemporary new media needs.
Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

Review Source: Capterra

  Response: SysAid Technologies, SysAid Technologies Ltd.

Date: November 2017

November 2017

 

Hey Ken, many thanks for sharing your positive thoughts on our workflow templates and ticketing/incident systems. And thank you as well for the constructive feedback about our interface.
In our Summer 17 edition, we launched our new & improved Self-Service Portal, including a modern HTML5-based interface, together with advanced search capabilities and the option to customize brand with no coding skills required. This self-service portal also simplifies the ability to implement over different departments and we're in the process of upgrading the user interface of admins as well. We will continue to make more improvements so stay tuned and thanks again for sharing your thoughts!

 


November 2017

November 2017

SysAid is a cost effective ticketing system. It has many add-on modules to enhance its functionality

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 it daily for our ticketing system and it is our asset management system. It performs these two functions very well.

Pros

It was simple to get the cloud version up and running. We had a bit of a learning curve keeping responses to emails from creating duplicate tickets. Pushing out the agents to our desktops for asset management was very simple and is very useful. I used it frequently to ensure software compliance.

Cons

There are many add-on modules but compared to the cost of this system, they are rather pricey. The remote control feature built into SysAid if frustratingly slow and cumbersome. SysAid just released an add-on for TeamViewer that looks very promising but it costs for one simultaneous usage. I have rarely used tech support but when I did, it was always a call back.

Review Source: Capterra
 

Andries from Teelen

November 2017

November 2017

We successfully streamlined our customer support process with SysAid.

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

We use SysAid hosted and find it to be very reliable. SysAid can be configured to suit many situations.

Cons

The look and feel of the user interface differs from task to task. The standard reporting features are not entirely up to scratch.

Review Source: Capterra
 

Chris from SBM Management Services, LP

October 2017

October 2017

SysAid is a great product that could be a fantastic product

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 were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Pros

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Cons

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

Review Source: Capterra
 

Paul from ATMH

October 2017

October 2017

Very versatile system, very customizable, meets our needs for a helpdesk system.

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

Vast feature set, general ease of use for users and administrators. There is a lot to dig into, useful for more than just a helpdesk.

Cons

Process for adding notes is a bit cumbersome, clicking add and then having to click ok is counterintuitive. Should be a one click process and not two clicks.

Review Source: Capterra
 

sidney from Fullmer Construction
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

It helps manage my users issues more effectively

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

Ease of use. My end users find it easy to submit, review the requests that they enter. It makes my work day more manageable.

Review Source: Capterra
 

Tad from Cochise College
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2017

October 2017

We have been using SysAid since 2009. It is a great tool. They keep adding new relevant features.

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

The Asset Management over the network. This has save my department countless hours doing physical inventory checks.

Review Source: Capterra
 

Ivan from UNIOR d.d.
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2017

October 2017

not 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

The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Pros

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Cons

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

Review Source: Capterra

  Response: SysAid Technologies, SysAid Technologies Ltd.

Date: November 2017

November 2017

 

Hi Ivan, your feedback is truly appreciated, thank you for sharing it.
Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface

 

Ryan from Life Science Innovations
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Sysaid has been a product that I have seen grown into a fantastic helpdesk platform over 10 years.

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

User adoption at a budget-friendly cost.

Pros

Simple, Simple, Simple. Sysaid takes a lot of the complexities out of a helpdesk product. Simple design and ease of use for end users and administrators.

Cons

Sometimes deployment and WMI integration have been challenging but support is great. We have really not had any major issues with the product.

Review Source: Capterra
 

Shane from Mid and East Antrim Botough Council
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2017

October 2017

This product has helped my Council provide a professional ICT support service to our customers A++

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

Better customer service
Better staff allocation of calls
Better monitoring and analysis

Pros

One of the advantages is - The management of calls between my staff ensuring fair allocation and the management of SLA so that all Work can be monitored and tracked.

With the above in mind it ensures my staff work to the best of their ability which in turn ensures a better support service for our customers - the reporting is very detailed and the solution itself is extremely user friendly

Review Source: Capterra
 

Sara from Network for Public Health Law

October 2017

October 2017

At first, I was imitated, but now I find it easy-to-use and accessible.

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

Flexibility
You can really go off the deep end. Lesson learned. The person who held my position prior to my arrival, over customized our Sysaid system. With the help from tech support and one-on-one attention, I was able to fix some problems we made.

Pros

How customizable it is. We use Sysaid for tracking technical assistance claims. I am able to customize the system in a way that is helpful and flexible for my organization and my "non-techie" colleagues.

Review Source: Capterra
 

Sasha from Rutgers University
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2017

October 2017

The product is relatively easy to configure and use. We were able to customize it greatly.

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

I like the ability to customize the features so that we can categorize our tickets in ways that make sense to us. I also like the visibility into the history of each ticket, so we can easily see each person that has contributed to the resolution of issues. The software is also reasonably priced compared to other solutions.

Review Source: Capterra
 

Nasir from Texas Heart Institute

October 2017

October 2017

Take forever to get support

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

Ticketing System works well for us but that's all we can use.

Cons

Asset Management is very user unfriendly. Phone support is not available even for critical issues.
Chat system is not too technical. Often, they pass the call the second level support which could take days, even weeks.

Review Source: Capterra

  Response: SysAid Technologies, SysAid Technologies Ltd.

Date: November 2017

November 2017

 

Hi Nasir,
First off, thank you for taking the time to share your experience. We take your feedback seriously and want to re-open this conversation, in order to truly understand what we could have done differently. Please know that your personal account manager is contacting you so we can get to the bottom of this.
As for your input on support, this is something we are working to always improve and are in the process of growing our support team.
Again, thanks for your valuable feedback and we hope to resolve your concerns after you reconnect with your account manager.