SysAid

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.3/5 (170 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
US$3 000,00/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
4.3/5
86% positive reviews
93
Excellent
54
Very good
14
Average
7
Poor
2
Terrible
Chris W.

SysAid is a great product that could be a fantastic product

Used Daily for 2+ years
Reviewed on 2017/10/31
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
José V.

SysAid - The best self-service attached to ITIL

Used Daily for 2+ years
Reviewed on 2019/08/21
Review Source: Capterra

Before having the tool, there was an open source that was too limited, the need to look for a tool like SysAid was born with the company's certification processes, SysAid complies with the ITIL standards and that is what motivated us to choose it . It has solved all the approval processes in flows, the requests and above all the control of changes. At the moment we are adapting the process of problems and projects.

Pros

From the configuration process to the implementation process or production step it is completely easy and the best that is accompanied by the SysAid team. The use of incidents, requests, change control and problem management is the most optimal tool.

Cons

More than the tool, it is the price per administrator you have, there should be a price depending on the type of administrator user that I require

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
James W.

SysAid Review

Used Daily for 1+ year
Reviewed on 2019/10/07
Review Source: Capterra

We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Pros

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Cons

Workflow management is a little outdated and has a bit of a learning curve.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Thomas B.

SysAid - Simple Solution, Big Outcome

Used Daily for 6-12 months
Reviewed on 2019/06/19
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Leonel L.

A great IT service management tool

Used Daily for 2+ years
Reviewed on 2019/08/13
Review Source: Capterra

for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Pros

easy to use tool for end users, and capabilities for reporting services

Cons

very restricted directly access to database.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

SysAid Pricing

Starting from
US$3 000,00/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 Management
  • Monitoring
  • Prioritizing
  • Reporting & Statistics
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • 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: US$3 000,00/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, Non Profit

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:

iPhone, iPad

Q. What other apps does SysAid integrate with?

SysAid integrates with the following applications:

Axonius, BeyondTrust, Ekran System, Help Desk Migration, JIRA Software, Nagios XI, Office 365, OneLogin, Sage 50cloud, 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