SysAid Technologies

SysAid

4 / 5 36 reviews

Who Uses This Software?

CIO; IT Director; IT Service Desk Manager; IT Managers; and technical decision makers.


Average Ratings

36 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • SysAid Technologies
  • www.sysaid.com/
  • Founded 2002
  • Israel

About This Software

SysAid simplifies challenges that IT pros like you face everyday with a single intuitive platform. From our renowned Help Desk solution for managing and monitoring your IT and non-IT activities, through ticket management and asset management, to advanced ITIL workflows - SysAid has it covered in a friendly, affordable & easy to configure programming-free solution. This means rapid implementation either on multi-tenant cloud or on-premise. Join the other 10,000 SysAid customers worldwide today.


Features Checklist

  • Ad hoc Analysis
  • Ad hoc Query
  • Ad Hoc Reports
  • Benchmarking
  • Budgeting & Forecasting
  • Dashboard
  • Data Analysis
  • Data Visualization
  • Key Performance Indicators
  • OLAP
  • Performance Metrics
  • Predictive Analytics
  • Profitability Analysis
  • Strategic Planning
  • Trend / Problem Indicators

Product Reviews

Wonderful App

Jun 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: Not
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Extremely
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Pros: Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.

Cons: It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).

Vendor Response

by SysAid Technologies on June 08, 2017

Valentine, thank you for your review! It's great to hear we¿re bringing value to your organization. Regarding the setup - since you joined the SysAid family, we've expanded our on-boarding process to support the various types of implementations. We're always happy to provide any assistance required. Your feedback is important to us - many thanks!

New user - happy

Jan 17, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: SImplicity

Cons: Nothing....yet

Overall: We use this software whilst working with a partner, found it easy to use with little to no training.

Value for money

Nov 03, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: Not
Likely
Extremely
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Pros: Good value.

Cons: I don't like the browser implementation much - it provides the value but comes with the down sides of browser software (state, updating etc).

Overall: SysAid provides good value for money (we are using the SaaS, cloud based implementation).

There is a lot of functionality that is easy to configure and there is initial support to get started. That support is not quite as accessible after the initial bedding in period. We have found the browser implementation to be a bit cumbersome (for example it is not possible to have independent tabs with different parts of the application running at the same time). There was a problem with email and automatic job creation. The support was slow and we spent a day limping along. Eventually this resolved itself and we have not received any explanation. This kind of response is frustrating for a SaaS product.

We have made the usual mistake of not spending enough time configuring for our particular requirements and with a substantial deign effort we would probably provide a more positive review.

I would describe this as an adequate ITSM product with some nice features and some annoying issues.

Recommendations to other buyers: As with any ITSM implementation - know what you want to do first, then work with the vendor to get it working.

It is a software I'm using since 2006, is very easy and intuitive, you can parameterize very easy an

Mar 21, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: The software has the following advantages:
1- It is easy parameterization
2. Continuous Improvements updates
3. Fits any service unit for use
4. processes service units are easily adapted
5. Good online documentation
6. Optimal management of assets for proper administration

For me one of the few drawbacks is that the designer is very limited reports

It`s a fine product

Mar 08, 2016
3/5
Overall
3 / 5
Ease of Use
2 / 5
Customer Support

Comments: Not easy implementation

SysAid Made Incident Management very easy

Feb 29, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are using SysAid about 2 Years and we are very pleased with it. Nice GUI, Easy Customizing and easy to use. SysAid covers all our current needs at low cost and with excellent Service!

Great tool for ITSM and easy to use, the cloud service is very good

Feb 24, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: SysAid Cloud comes with a several set of custom options, that make it ease to configure and make it ease to configure and personalize to your company.
this tool has a lot of characteristics that will improve your service management and make more efficient the IT Department

My experience with the software until now is good

Feb 23, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: About the service after sale is very good, the executive of sale has knowledge about the product and the time of atention is very fast.

We have been using SysAid for more than three years and we are very pleased with its functionality.

Feb 20, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to implement and friendly interface. Powerful functions. Excellent support.

To improve. Personal data integration on CMDB. Other tools, not as functional as SysAid, at agent deployment time ask the user to introduce his or her personal data: Name, position, location, phone, etc...

SysAid has considerably optimize our scheme support and customer service. Their integration tools ha

Feb 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Previously we have problems of integration of the different areas of support. Our customers demanded a faster attention. Since implement SysAid has increased the satisfaction of our customers, we have streamlined our processes which has made our engineers see your workload stabilized. It has been gradually involving the whole technical part of our organization so that we speed up processes significantly reducing response times and solution.

Great Software and easy to use and install

Feb 19, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: It's Easy to use and has a quickly implement. With the basic packed you have a Fully funcionality for a great Price.

Could exist another ITSM solutions cheapper but, none had a support and a professional services like SysAid.

We didn't found anything that dislike us.

SysAid helps us to quickly implement a help desk management service to our users.

Currently, it has facilitated the implementation of a comprehensive policy governing ITSM and now we can manage all the computers and mobile devices, and measuring suppliers through service-level agreement.

SysAid as an ITSM

Feb 18, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Our department had the opportunity to work with SysAid for a few years before being forced to use another solution. During those three years, we had very minimal difficulty with the program. We utilized it primarily as an Incident Management System and Inventory Maintenance. The software allowed us to use our current AD authentication system as well as many other features out of the box. The software support team was always readily available if we had questions. As well as having a fully functional KB for self-service. I look forward to one day being able to again use SysAid as our department's product of choice.

Excelent service !

Feb 18, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: SysAid is an excellent tool for technical support desk of the company, very easy to parameterize and use, covers all our current needs at low cost.

Exceptional Customer Support & Powerful Service Desk

Jan 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.

Vendor Response

by SysAid Technologies on February 10, 2016

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.

Very easy and customisable for our needs

May 28, 2015
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Tech support is fast and efficient they also have a live chat service for instant support

Great service management system that integrates seamlessly with other school systems.

Apr 30, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Pros:
Price point makes it accessible for schools.
Easy installation and integration
Cross platform support
Highly customisable
Comprehensive suite of management tools
Scalable
Multitenancy
Modular design

Cons:
Some customisation is lost when upgrading versions
Reporting out of the bag is limited (This can be customised however)
Customising administrator permissions can be confusing
My Desktop provides poor user experience, especially considering the cost

After a long process of evaluation, SysAid, an enterprise level product being offered under their educational license model was chosen because of it¿s flexibility and modular design. The multi tenancy architecture allowed us to provide a service desk that supported the whole school and was not simply a ticketing system for IT support. We now have a centralised service area for IT support, facilities management, finance and HR.

Working together with SysAid¿s professional services team we were able to get the service desk integrated with Active Directory, Google Apps for Education (Gmail & Calendar) and our MIS (Management Information System) within a few hours. Using the `Password Services Module¿ and SSO (Single Sign-on) users can now manage their own access to the school¿s core systems - domain users accounts, email and SIMS - by accessing SysAid¿s `End User Portal¿ which is available from any device both within school and externally.

SysAid is instrumental in managing the transition from our legacy network and systems while not distracting us from our objective of adding value to the school where it matters the most. As the school is now part of a multi-academy trust and the schools new sponsors plan to scale SysAid to support all academies within the trust, a great endorsement for the product.

For years, we, at Fluortek, have used SysAid help desk software.

Apr 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: SysAid help desk software not only allows us to manage service requests, but our asset inventory, and our MIS knowledge base is effectively managed through this exceptional product. The fact that we benefit from SysAid Cloud version even takes the maintenance of the product out of our hands for us.

COMPARATIVE SOFTWARE ITSM

Aug 27, 2014
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: COMPARATIVE VS. PROACTIVANET

best value bet I have made

May 08, 2014
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: Hi,

I am using sysaid for few months now, and it is full of features and cost me 10% of service now asked me for.
The helpdesk has everything I need, so does the change management and the Agent.
Their customer service are OK , but can improve their technical knowledge in their tool.

I would buy it again

-- Ilan

Worst ever

Nov 20, 2013
1/5
Overall
1 / 5
Ease of Use
1 / 5
Customer Support

Comments: Chronological Nightmare! you cannot find anything in this software where you think it should be. For instance where would you find Users or Company, look under preferences! REALLY! total crap!

Vendor Response

by SysAid Technologies on December 01, 2013

After checking Clayton's complaints we noticed that he was using an old version of SysAid. Since then, there was an overall facelift and UI development process based on our customer's feedback. The new UI is simple and intuitive. Currently the feedback for the updated UI is extremely positive. Here at SysAid we appreciate any feedback, whether it is positive or negative, we see it as an option to learn and improve. However, we do not approve of the tone and the language of the comment.