SysAid

by SysAid Technologies

Who Uses SysAid?

SysAid serves organizations spanning all industries and sizes from SMBs to Fortune 500 corporations. From our basic to enterprise edition, there is something to suit businesses of all magnitudes.

What Is SysAid?

SysAid provides an IT & enterprise service management solution that transforms IT agent productivity, drastically enhances the end-user experience and drives value across the organization. It's specifically designed to support digital transformation today, and as you grow. SysAid partners with over 10K customers, from SMBs to Fortune 500 enterprises across 140 countries. Available in 42 languages as a cloud-based and on-premises solution.
Get your free demo today! https://bit.ly/31rXM2f

SysAid Details

SysAid Technologies

http://www.sysaid.com/

Founded 2002

SysAid Incident Mgmt
SysAid Reporting
SysAid Reporting 2
BI Analytics: Active SRs
BI Analytics:SLA Breaches
SysAid video
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Starting price

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$19.00
$19.00
$65.00

Free Version

Free Version Yes
Free Version Yes
Free Version No
Free Version No

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

SysAid deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base Software
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Linux (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training Software

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

SysAid Features

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM Software
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management Software
  • Email Templates
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  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
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  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring Software
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

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  • Barcode / Ticket Scanning
  • Change Management Software
  • Compliance Management
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  • Configuration Management
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SysAid Reviews

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.4
Customer Service Software 4.5
Features 4.4
Value for Money 4.5

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Thomas B.
IT Analyst
Law Practice, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 19/06/2019

"SysAid - Simple Solution, Big Outcome"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 19/06/2019
Charles K.
IT Service Desk Manager
Oil & Energy, 5,001-10,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    3 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 06/12/2020

"The Impact of SysAid"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 06/12/2020
Kevin M.
Global Information Technology Manager
Consumer Goods, 1,001-5,000 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 09/04/2021

"SysAid the ITSM that you need."

Comments: We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

Pros: SysAid Ticket management are completely customizable to fit our business needs.
Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que.
Active Directory integration is fantastic.

Cons: The integrated remote control piece works but we miss some features of a more robust product.

  • Reviewer Source 
  • Reviewed on 09/04/2021
Rafael V.
MIS Technician
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    1 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    3 /5
  • Customer Support Software
    1 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 12/07/2017

"Not so great customer service."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 12/07/2017
Tim H.
Group IS Administrator
Medical Devices, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 20/01/2021

"Not the bigest name but a full featured surprisingly good solution"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 20/01/2021