





Dashboard






Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Unix, Web browser (OS agnostic), Windows 8, Windows 10About 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 relates 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 an...
Dashboard
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Unix, Web browser (OS agnostic), Windows 8, Windows 10Average User Ratings
Overall
Ease-of-use
4.5
Value for money
4.5
Customer support
4.5
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
June 2019
Thomas from Schofield Sweeney LLP
Company Size: 51-200 employees
Industry: Law Practice
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
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.
January 2021
Tim from Tunstall Healthcare Group Ltd
Company Size: 1,001-5,000 employees
Industry: Medical Devices
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
January 2021
Not the bigest name but a full featured surprisingly good solution
I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.
Pros
Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.
Cons
Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.
Reasons for Choosing SysAid
We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.
September 2017
Jae from Grand Materials
Company Size: 51-200 employees
Industry: Transportation/Trucking/Railroad
Time Used: Less than 12 months
Review Source: Capterra
Ease-of-use
2.0
Value for money
2.0
Customer support
1.0
Functionality
3.0
September 2017
Behind the times.
A haphazard ticket system that sometimes works better then nothing at all.
Pros
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.
Cons
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.
Response from SysAid Technologies
Replied October 2017
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
December 2020
Charles from Bqube IT solutions Nigeria LTD
Company Size: 5,001-10,000 employees
Industry: Oil & Energy
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
3.0
December 2020
The Impact of SysAid
My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.
Pros
The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.
Cons
The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.
Reasons for Choosing SysAid
We chose SysAid over Spiceworks, because it contains more features.
Reasons for Switching to SysAid
It was switched because there are some features required for the operation which is not available.
September 2020
Sanjay from Jamaica Stock Exchange
Company Size: 51-200 employees
Industry: Financial Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
September 2020
SysAid Review by Sanja Campbell of Jamaica Stock Exchange
Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.
Pros
tracking of tickets and issues are simple. centralized hub. I can send messages and update my tickets from one location I like the live chat feature as well the auto notifications make my life easier as well
Cons
I cant think of an element i do not like.
Reasons for Choosing SysAid
cost was competitive features provided were superior in comparison to the competition