SysAid Software

FrontRunners 2020

About SysAid

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation, asset management, patch management, network monitoring, reporting and performance analysis with customizable dashboards. The solution can also be deployed on-premise. SysAid ITSM offers management features for incidents, problems, change, service level targets and resolution knowledge. It also offers features like self-service portal, password reset and automation of service desk processes.IT Asset Management features include mobile device management, patch management, hardware and network monitoring and network discovery. SysAid provides st...

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.

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SysAid User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 360 reviews

User Profile

Thomas

Verified reviewer

Company size: 51-200 employees

Industry: Law Practice

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2019

SysAid - Simple Solution, Big Outcome

The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pros

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Cons

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Reasons for choosing SysAid

Cost and Versatility

Reasons for switching to SysAid

No longer fulfilled our growing list of requirements.

Edward

Verified reviewer

Company size: 201-500 employees

Industry: Government Administration

Time used: More than 2 years

Review Source: Capterra

4

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

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

Reasons 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.

jason

Company size: 1,001-5,000 employees

Industry: Hospital & Health Care

Time used: More than 2 years

Review Source: Capterra

4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2022

Reasonably priced and fully featured

Pros

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Cons

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Reasons for choosing SysAid

SysAid offered the features we wanted at a competitive price point

Reasons for switching to SysAid

HappyFox was missing essential features

Rafael

Company size: 51-200 employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra

3

Ease-of-use

out of 5
3

Value for money

out of 5
1

Customer support

out of 5
3

Functionality

out of 5

July 2017

Not so great customer service.

A help desk solution in which none was being used by the companies I worked in.

Pros

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Cons

I'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.

Ryan

Company size: 51-200 employees

Industry: Consumer Goods

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

June 2022

sysaid is een goede helpdesk programma

good program

Pros

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

Cons

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

Reasons for choosing SysAid

teh interface looks better to me

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