SysAid
About SysAid
Awards and Recognition
SysAid Pricing
SysAid offers 3 editions: Help Desk, ITSM, and Enterprise. All plans can be enhanced with SysAid Copilot - a generative AI solution that highly improves IT efficiency using the most advanced AI capabilities in the market.
Starting price:
$79.00 per month
Free trial:
Available
Free version:
Not Available
Most Helpful Reviews for SysAid
1 - 5 of 434 Reviews
Edward
Verified reviewer
Government Administration, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2021
ITIL Compliant ServiceDesk System with user-friendly self-service portal
SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).
PROS-Ticket registration and tracking -Workflow management -Self-Service portal -Reporting and Feed-back/Notification -ITIL-Compliant -Flexible and Customizable
CONS-Workflow Design is powerful but has a learning curve
Reason for choosing SysAid
We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.
Cynthia
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2023
Sys-Aid
Using Sys-Aid has been easy and overall a great experience.
PROSSys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.
CONSBuilding in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.
Reasons for switching to SysAid
Track-it was going to a GUI based option and it just wasn't keeping up with our needs. A lot of customization was taken away.
Rafael
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
1
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed July 2017
Not so great customer service.
A help desk solution in which none was being used by the companies I worked in.
PROSThe program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.
CONSI've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.
Eoin
Farming, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Good system but improvements could be made
System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.
CONSui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times
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.