SysAid Help Desk Software


 

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 and network discovery.

SysAid provides standard and custom reports on performance and status related to incidents, problems, quality, project tasks and more. It offers integration with third-party applications like Salesforce, SAP and Google Apps. SysAid also provides a mobile application for remote usage.

Support is available via phone, email and through an online knowledge base.

 

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):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Unix, Web browser (OS agnostic), Windows 8, Windows 10

96 Reviews of SysAid

 

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Software Advice Reviews (16)
More Reviews (80)

Showing 1-16 of 16

Spencer from MongoDB Inc.
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

September 2018

September 2018

Great software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really like here is the integration with other software. And Also admire that this product is very easy to use.

Cons

I just notice in this product is it is easy to use but it takes time to set up but when you finished set up this its all good to go.

Review Source
 
 

Malcom from CHITSA IT LLC
Specialty: Software / IT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Great software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The quality of the software is really great. More documentation and tutorial so easy to use, very user friendly.

Cons

Nothing much but hoping for improvement of design at also improvement on support on other languages. But overall quality software here.

Review Source
 
 

Austin from Rehmann
Specialty: Accounting
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Good for a small/medium sized business

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This program is very simple and includes many out of the box workflows and templates. It was easy to use and intuitive as well as aligned with ITIL best practices.

Cons

Compared with some of the other Help Desk tools out there like ManageEngine, Axios Assyst and Agiloft, it did not have as much freedom when it came to customization and automation of workflows.

Review Source
 
 

Victor from Stoneleaf Construction LLC
Specialty: Construction
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

SysAid the Total Solution!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I would recommend this Solution to cover all the ITIL and ITSM needs of your IT Department and keep all your IT assets well managed.

Pros

SysAid has almost everything your IT staff will need to efficiently manage the company assets and help desk processes. Enhancing the process of first response to the business internal requirements, also for those companies that offers services will fit as a wonderful solution to It is a great combination of help desk, asset management, remote control and IT activity analysis solutions, in one simple, easy-to-access platform and it support multi-language that makes it a plus for multicultural IT teams.

Cons

There's no freemium version available, you can test it for sure using the free trial but won't allow to go further testing the whole package besides that I can't find anything else that will turn against into the features of this great system.

Review Source
 
 

Jeremy from Sarcos
Specialty: Manufacturing
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Solve it all IT Management Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Tracking helpdesk tickets has never been easier, even IT purchases and calibrations to projects. Built in Remote Support Desktop viewing, Asset Management is also built in.

Cons

Projects module is not as strong as the rest of the features and functions. Also lots of drilling down to get projects and tasks setup properly.

Review Source
 
 

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 80

Dima from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Speeds up fixing technical issues .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The ticketing system is very organized .It's extremely easy for employees to submit concerns and have them quickly resolved by our IT department .Having a ready icon on your desktop also adds to the seamlessness .

Cons

Some cosmetic touches on the main page would definitely benefit the service as a whole .It currently looks outdated.

Review Source: Capterra
 

Petar from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

Amazing Help Desk .

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I love the ticket system SysAid implements .As far as I am aware,it is customizable and subject to my preference .It enables me to explain my technical issues ,when I have them , at great length , which in turn helps our IT techs to resolve them as quickly as possible .Being able to see your ticket history is also very useful .

Cons

The original configuration can be hard to set up and takes a while . Admittedly, I am not involved with that part of the process and it is feedback I have received from colleagues .

Review Source: Capterra
 

Georgi from taxback.com
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2018

October 2018

IT Solutions made easier

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I like how organized the ticket system is and that you can always follow the progress with your requests / issues . The option to see previous history is also a nice perk .

Cons

The design is heavy-handed and you need a proper introduction to SysAid before you can use it properly.

Review Source: Capterra
 


September 2018

September 2018

Tracking made easy

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

This enables us to link our support email address to the software for automatically directing the incident to the correct mailbox and ensures that not request will get lost in the system.

Pros

The software enables us to easily track all requests or incidents logged by employees or clients. Different roles can be created for the different departments. The users are always awared of the status for the ticket/request.

Cons

I can not mentions anything negative. Without this software our request tracking will be a nightmare

Review Source: Capterra
 

Phillip from Datatrak International
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Just OK

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The value was pretty good for what you get out of the box.

Cons

The set-up was cumbersome and lacked the ease of use I had hoped for.

Review Source: Capterra
 

Richard from XSales® Mobility,
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

SysAid software review

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

This ITSM software is perfect to implement Help Desk and Assets Management inside any organization, in my case the Cloud version helped me to automate customer service (internal & external) with successful results, the deploy of this software was fast and I counted on SysAid technical support all the time needed.

Pros

- Allow the implementation of ITSM, Help Desk and asset management quickly.
- Consists of a modular system.
- Extensive documentation and tutorials available.
- Integration with other software.
- Provides versions of Cloud and On-Premise.

Cons

- Least of support for other languages different from English.

Review Source: Capterra
 

Bethany from BridgeHealth
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Easy to use and communicate repair program

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

It provides mass communication to the IT team which is good because it keeps everyone on the same page.

Pros

SysAid is my company's go to for IT help. We submit tickets here to for any issues we may be having with technology or electronics. It is easy to fill out and allows you to be thorough.

Cons

The repair time is completely dependent on the staff. The program itself is productive in what it is meant to do.

Review Source: Capterra
 

Christopher from CD Computer Services

July 2018

July 2018

Great for the budding IT - Requires some knowledge

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 loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Cons

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

Review Source: Capterra
 

Randall from Our Lady of the Lake University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

July 2018

July 2018

One of the best ticketing systems I have ever used.

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 ability to track incidents, requests, changes and much much more.

Pros

We use this system 100 times a day for tracking incidents, inventory, and archiving information. Over the years I have used everything from Footprints, Track-it, and Maximo. I can honestly say this in my opinion is the best one for an administrator.

Cons

The only con I have is access to support. We are located in America and SysAid is in Israel so sometimes getting a window of available time because of the time zone differences can be problematic. On the other hand the system doesn't really give us any issues.

Review Source: Capterra
 

Mathieu from UL

July 2018

July 2018

Good and simple

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

This is a good and simple software to use. With the agent, it makes it very easy to take care of the inventory.

Cons

The big cons that I have about this software is that it is kinda expensive but overall, I think it is worth the price.

Review Source: Capterra
 

Jeff from Aim Leasing Co

June 2018

June 2018

Used to be a decent cost effective Ticket Creation software

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

Ability to create reports and automate them. Categories can be created for anything as deep as 3 subcategories.

Cons

Maintenence used to be fairly cost effective until they realized there was more money to be made. Annual fee increased by 9x what we've paid over the past 8 years. Unacceptable.

Review Source: Capterra
 

Josephine Marie from University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

my experience with this software is fine but, could have a little work on it.

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

What I get from this software is that it organized and maybe to find all the work tickets from previous weeks or months

Pros

what I like about this software is that you can look up the ticket with just a name if the person does not remember their ticket number. This helps because I get a lot of people who don't remember their ticket number or they can't find it in their emails.

Cons

What I don't like and would like it to be fixed would be that fact that at the home page where all the work tickets are their is a search bar on the top where you can search the work ticket but, like in my PROS where we can look up the name you can't do that with that search bar. You have to go to service desk and all and look it up there.

Review Source: Capterra
 

Jamie from Partners Behavioral Health Management
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Best ITIL Help Desk Tool on the Market

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 evaluated several products however this one had it all. It was easy to purchase, configure and implement. Has great reporting features and dashboards.

Cons

Additional cost for extended business reporting however it might be worth it down the road as you collect more data and implement more ITIL functionality.

Review Source: GetApp
 

David A. from Our Lady of the Lake University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

Very good for entering work tickets.

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 ability to enter all your work tickets, and capture all the receipts with my phone's camera, is a real time-saver. And everything is uploaded and stored in the cloud, so I can work anywhere and anytime.

Cons

It doesn't have a very good mobile application that you can use. It takes a long time to load and bounces you out at times.

Review Source: Capterra
 


June 2018

June 2018

We use Sysaid to manage our IT 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

360 managment of the IT help desk

Pros

The system is very intuitive and user friendly. I like the idea that users can open a ticket only via the e-mail.

Cons

The system does not contain advanced options of SLA management. The system screens have limited customization options

Review Source: Capterra
 

Anna from mytaskhelper.ru
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Effective management in one place

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 is a powerful tool for managing your own IT service. The modules of the program contain all the best practice at the moment for organizing work. Enumerate all the possibilities you can endlessly.

Cons

The main disadvantage is the insane price, because of which the product is simply not available to small teams. although competitors have much more sparing tariffs, calculated for companies of different sizes.

Review Source: Capterra
 

Christian from Transactis Inc.

May 2018

May 2018

Solid asset management tool with a reasonable cost.

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

Easy to navigate through the platform, and are able to select the amount of data you want to store. Ability to to have multiple users, to add and update items. Notifications for renewals are also really helpful.

Cons

There may have been an easier way, but entering each asset in the beginning took a fair bit of time. Also, when renewals came up, the new subscription end date had to be manually adjusted.

Review Source: Capterra
 


May 2018

May 2018

Used in a mechanical shop and is a great tool for tracking warranty work.

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

Easy of tracking work orders and warranty work is made easily. Functionality to see others work orders is handy. Easily produces reports for Work in Progress.

Cons

Can be clunky at times. Is not en entry level program, so may require some more intermediate computer skills.

Review Source: Capterra
 


May 2018

May 2018

Efficient Help desk tool

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 have been experimenting with SysAid as a service request/ incident management tool in organization. It creates an easy to use, web-based portal for our end users and administrators. The features of SysAid supports how large intakes of requests/incidents. They are organized. Tracking is made easier as well.

Cons

Little support from the site as customer service response is slow. The reporting aspect could be improved.

Review Source: Capterra
 


April 2018

April 2018

A simple and feature rich helpdesk solution for your business

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 cost to own this application is externally lower than most of the other Helpdesk software on the market. The ability to create a ticket from an email is a plus, because it reduces the time it takes for the Helpdesk agent to record a fault or request. Also, the application can utilise open source databases such as MySQL to store its' data, which results in a massive reduction in the cost of ownership.

Cons

I think the application needs to be a bit more optimised for use in large organisation due slowness issues when a large number of persons are using the system at once.

Review Source: Capterra