SysAid

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.2/5 (125 reviews)

SysAid Overview

SysAid — a proven ITSM vendor since 2002 — can help revolutionize an organization by boosting internal and external customer success with an efficient service desk, by reducing the Mean Time to Repair (MTTR) for the entire ticketing cycle and also by monitoring assets with endpoint technologies.

In fact, SysAid includes network discovery and IT asset management (ITAM) including mobile device management and super valuable features like an end-user self-service portal, mobile apps, automated password reset, chat, IT industry benchmarking as well as advanced workflow and automation features.

SysAid will ultimately give you the powerful tools you need to effectively manage your ITIL framework as well as enable crucial links between incidents, problems and changes.

Pricing

Starting from
$3000/year
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

Chinese (Simplified), English, French, German, Hebrew and 5 others, Italian, Japanese, Portuguese, Russian, Spanish

SysAid Reviews

Overall rating
4.2/5
83% positive reviews
59
Excellent
45
Very good
13
Average
6
Poor
2
Terrible

SysAid is a great product that could be a fantastic product

Used Daily for 2+ years
Reviewed on 10/31/2017
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Exceptional Customer Support & Powerful Service Desk

Reviewed on 1/27/2016
Review Source: Capterra

First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues.

We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.

****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.

****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Response from SysAid Technologies

Hi Jon,

Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.

You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!

Kim.

Rating breakdown

Ease of Use
Customer Support

SysAid Helpdesk

Used Daily for 2+ years
Reviewed on 4/8/2019
Review Source: Capterra

Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Pros

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

Cons

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Takes a bit to get used to, but really powerful after that

Used Daily for 6-12 months
Reviewed on 4/16/2019
Review Source: Capterra

We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

Pros

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users).

- Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent.

- Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it.

- Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Cons

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here.

- Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Great for the budding IT - Requires some knowledge

Used Daily for 2+ years
Reviewed on 7/12/2018
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

SysAid Pricing

Starting from
$3000/year
Pricing options
Free Trial
Free
Subscription
Value for money

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.

SysAid Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Chat
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Monitoring
  • Prioritizing
  • Reporting & Statistics
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

  • CRM Integration
  • Contact History
  • Multi-Channel Communication
  • Real Time Monitoring
  • Social Media Integration

Additional information for SysAid

Key features of SysAid

  • 3rd-Party Integrations
  • Advanced Escalation Rules
  • Advanced routing rules and automatic ticket dispatch
  • Asset Management
  • Automatic Priority Matrix Calculation
  • Bar Code Scanning and Auditing
  • Create tickets from emails and send email notifications
  • Escalation Rules and Email Routing
  • Fully responsive, customizable and mobile friendly
  • Help Desk
  • ITSM Change Management and Request Management.
  • ITSM ITIL-Based Solution
  • Manage FAQs and KB Articles for admins and end users
  • Mobile and Tablet Apps
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons

Benefits

SysAid can revolutionize your organization & help to maximize profits!

+ Boost internal & external customer success with an efficient service desk

+ Reduce the Mean Time to Repair (MTTR) for the entire ticketing cycle

+ Get a holistic view of your IT performance with easy-to-use analytics tools

+ Monitor & control assets with endpoint technologies

+ Choose from a wide-variety of extremely useful add-ons & 3rd-party integrations

+ Easily configure & customize to meet and exceed your unique needs

+ Get a 1:1 SysAid demo or a free trial - on the cloud or an on-premise version

SysAid FAQs

Below are some frequently asked questions for SysAid.

Q. What type of pricing plans does SysAid offer?

SysAid offers the following pricing plans:

Starting from: $3000/year

Pricing model: Free, Subscription

Free Trial: Available

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.

Q. What are the main features of SysAid?

SysAid offers the following features:

  • 3rd-Party Integrations
  • Advanced Escalation Rules
  • Advanced routing rules and automatic ticket dispatch
  • Asset Management
  • Automatic Priority Matrix Calculation
  • Bar Code Scanning and Auditing
  • Create tickets from emails and send email notifications
  • Escalation Rules and Email Routing
  • Fully responsive, customizable and mobile friendly
  • Help Desk
  • ITSM Change Management and Request Management.
  • ITSM ITIL-Based Solution
  • Manage FAQs and KB Articles for admins and end users
  • Mobile and Tablet Apps
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons

Q. Who are the typical users of SysAid?

SysAid has the following typical customers:

Large Enterprises, Mid Size Business, Small Business

Q. What languages does SysAid support?

SysAid supports the following languages:

Chinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

Q. What type of pricing plans does SysAid offer?

SysAid has the following pricing plans:

Free, Subscription

Q. Does SysAid support mobile devices?

SysAid supports the following devices:

Android, iPhone, iPad

Q. What other apps does SysAid integrate with?

SysAid integrates with the following applications:

BeyondTrust, G Suite, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, TeamViewer, Trello

Q. What level of support does SysAid offer?

SysAid offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials