Who Uses This Software?

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.


Average Ratings

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

Product Details

  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    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 SysAid

SysAid's award-winning Service Desk includes everything you need for effective IT service management in a single ITIL-aligned solution. SysAid's ITSM includes a powerful incident and service request management module plus other core ITIL capabilities such as problem management and change management. Included are asset management capabilities along with modern-day IT support must-haves like an end-user self-service portal. Get a Free Trial today or contact us to see what SysAid can do for you!


SysAid Features

  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

SysAid Reviews Recently Reviewed!

Feature-rich but clunky

Dec 07, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Cons: Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Overall: Full help desk ticket tracking as well as workstation polling.

Vendor Response

by SysAid Technologies on December 11, 2017

We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface. Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.

136094e7863fc6245a4b98f38b112e74

Sysaid offers Perfect Helpdesk Experience for All

Nov 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Syaid truly is the number one helpdesk resource for IT admins, from ticket logging to self-service account unlocks it has it all. But not only that SysAid listens to its customers. Suggestions you make to the product can happen and they are always looking to improve the usability and feel of its product.

Cons: If sysaid has one weakness it is its Project module it is slow clunky and tricky to use. WE use Trello as it is so simple

Your support very poor, took nearly 2 months to resolve an incident

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It is a web app and is user friendly when using mobile devices.
The log of incidents via e-mail is good for our remote users country wide.

Cons: The reports are limited and is not Customizable
The asset management reports is also very limited.
The remote communication very slow

Must Have Tool For Every Helpdesk

Nov 07, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: System implementation is simple and fast.
Easy to use and very good value.
Very low effort for maintenance in SysAid Cloud Version.

Cons: User Interface Looks a bit old style; few possibilites to customize
Android app has Bugs and few Crash Problems

Overall: good ROI

SysAid has been a valued tool in ITSM. It has great potential but some shortcomings.

Nov 06, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

Pros: SysAid provides a fully customizable experience for IT administrators. Every form can be customized and when combined with using templates, it becomes a powerful tool. Also, I like the ability to separate our clients into different companies and use SysAid as a true MSP ITSM tool.

Cons: The mobile UI leaves a lot to be desired. Although they do have an updated iOS app, it can be difficult for IT staff to manage their queue strictly from the app. Also, the forms do not support logic to create hidden fields.

Great Experience, however anxious for new versions particularly for the Admin portal.

Nov 06, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Flexibility and Scope-ability. Sysaid has a lot of great features and is a awesome tool to use from an ITIL standpoint. Configurability is also a great piece to Sysaid in the fact that it is very customizable. Support has been great so far.

Cons: Admin portal is rough and not very "pretty". I imagine that is a give and take issue due to the customization piece that is good. View filtering tends to be challenging. Workflows are difficult to manipulate once made.

Overall: Establishing ITIL foundational best practices in our organization. This has brought a huge lift to where we are moving toward in our IT dept.

60845e187b2d4286ed2081775fd77890

Easy to setup and works great, especially for smaller environments.

Nov 06, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Pros: The system is very easy to setup. Once the software is installed I had my system configured and working in an hour or so.

Cons: The remote features are ok but kind of clunky. We ended up using a different system for asset management and Remote Assistance.

For us here it's perfect, the system miss some essential feature but overall it's very good

Nov 06, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The system is easy to configure !, really simple to use, the new portal for end user it's really great !!

Cons: miss a rental system, in the patch management is miss the option to put the software we want, is miss the option to customize completly the colunm

Overall: The mangement of ticket ans asset, it's more easy now for the inventory !

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

Nov 02, 2017
3/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Good ticketting system with Incidents, Request, change and problem Classification
Workflow templates.

Cons: Complex.
Poor end user portal for KB and Service Request follow up.
Poor search functionality.
Old UI with old text editors. Does not evolve with contemporary new media needs.
Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

Vendor Response

by SysAid Technologies on November 06, 2017

Hey Ken, many thanks for sharing your positive thoughts on our workflow templates and ticketing/incident systems. And thank you as well for the constructive feedback about our interface. In our Summer 17 edition, we launched our new & improved Self-Service Portal, including a modern HTML5-based interface, together with advanced search capabilities and the option to customize brand with no coding skills required. This self-service portal also simplifies the ability to implement over different departments and we're in the process of upgrading the user interface of admins as well. We will continue to make more improvements so stay tuned and thanks again for sharing your thoughts!

SysAid is a cost effective ticketing system. It has many add-on modules to enhance its functionality

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It was simple to get the cloud version up and running. We had a bit of a learning curve keeping responses to emails from creating duplicate tickets. Pushing out the agents to our desktops for asset management was very simple and is very useful. I used it frequently to ensure software compliance.

Cons: There are many add-on modules but compared to the cost of this system, they are rather pricey. The remote control feature built into SysAid if frustratingly slow and cumbersome. SysAid just released an add-on for TeamViewer that looks very promising but it costs for one simultaneous usage. I have rarely used tech support but when I did, it was always a call back.

Overall: We use it daily for our ticketing system and it is our asset management system. It performs these two functions very well.

We successfully streamlined our customer support process with SysAid.

Nov 01, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We use SysAid hosted and find it to be very reliable. SysAid can be configured to suit many situations.

Cons: The look and feel of the user interface differs from task to task. The standard reporting features are not entirely up to scratch.

5a40dd23ee7072d38bf0dfa5c572854d

SysAid is a great product that could be a fantastic product

Oct 31, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Very versatile system, very customizable, meets our needs for a helpdesk system.

Oct 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Vast feature set, general ease of use for users and administrators. There is a lot to dig into, useful for more than just a helpdesk.

Cons: Process for adding notes is a bit cumbersome, clicking add and then having to click ok is counterintuitive. Should be a one click process and not two clicks.

It helps manage my users issues more effectively

Oct 31, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Ease of use. My end users find it easy to submit, review the requests that they enter. It makes my work day more manageable.

We have been using SysAid since 2009. It is a great tool. They keep adding new relevant features.

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Asset Management over the network. This has save my department countless hours doing physical inventory checks.

not satisfied

Oct 31, 2017
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Cons: Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

Overall: The toll to manage requests, incidents, changes, and assets. But we want to have more freqvent technology feature updates.

Vendor Response

by SysAid Technologies on November 06, 2017

Hi Ivan, your feedback is truly appreciated, thank you for sharing it. Currently we're in the middle of rolling out our completely new user interface, based on HTML5 and it includes drag & drop file capabilities and so much more. We first released it in our new reporting module that was upgraded last year, and recently in our newly launched Self-Service Portal. At the moment, we're also working on a new interface for the Admin side of things as well as investing in new technologies and implementing them within the product, as part of our roadmap. We hope you'll continue to provide us with your feedback as we continue to improve our interface

Sysaid has been a product that I have seen grown into a fantastic helpdesk platform over 10 years.

Oct 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Simple, Simple, Simple. Sysaid takes a lot of the complexities out of a helpdesk product. Simple design and ease of use for end users and administrators.

Cons: Sometimes deployment and WMI integration have been challenging but support is great. We have really not had any major issues with the product.

Overall: User adoption at a budget-friendly cost.

This product has helped my Council provide a professional ICT support service to our customers A++

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: One of the advantages is - The management of calls between my staff ensuring fair allocation and the management of SLA so that all Work can be monitored and tracked.

With the above in mind it ensures my staff work to the best of their ability which in turn ensures a better support service for our customers - the reporting is very detailed and the solution itself is extremely user friendly

Overall: Better customer service
Better staff allocation of calls
Better monitoring and analysis

At first, I was imitated, but now I find it easy-to-use and accessible.

Oct 31, 2017
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: How customizable it is. We use Sysaid for tracking technical assistance claims. I am able to customize the system in a way that is helpful and flexible for my organization and my "non-techie" colleagues.

Overall: Flexibility
You can really go off the deep end. Lesson learned. The person who held my position prior to my arrival, over customized our Sysaid system. With the help from tech support and one-on-one attention, I was able to fix some problems we made.

The product is relatively easy to configure and use. We were able to customize it greatly.

Oct 31, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the ability to customize the features so that we can categorize our tickets in ways that make sense to us. I also like the visibility into the history of each ticket, so we can easily see each person that has contributed to the resolution of issues. The software is also reasonably priced compared to other solutions.

Take forever to get support

Oct 31, 2017
2/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Pros: Ticketing System works well for us but that's all we can use.

Cons: Asset Management is very user unfriendly. Phone support is not available even for critical issues.
Chat system is not too technical. Often, they pass the call the second level support which could take days, even weeks.

Vendor Response

by SysAid Technologies on November 02, 2017

Hi Nasir, First off, thank you for taking the time to share your experience. We take your feedback seriously and want to re-open this conversation, in order to truly understand what we could have done differently. Please know that your personal account manager is contacting you so we can get to the bottom of this. As for your input on support, this is something we are working to always improve and are in the process of growing our support team. Again, thanks for your valuable feedback and we hope to resolve your concerns after you reconnect with your account manager.

It is a simple product to use.

Oct 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The ease of submission of tickets for my clients. Very good at keeping track of the important things for my company.

Cons: The customization of the product, takes many, many months to fully get integrated into environment. Would love to see the ability to adjust certain things on the fly instead of having to scrap everything you doing to go to a different area, add and then return back to what you were doing.

Overall: Being cloud based is a major bonus plus the end user portal is a big help for my clients.

Behind the times.

Sep 25, 2017
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Cons: Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.

Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

Overall: A haphazard ticket system that sometimes works better then nothing at all.

Vendor Response

by SysAid Technologies on October 01, 2017

Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed

I used SysAid when I first started with my company. This software was good - easy and simple to use.

Sep 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: As stated above, the software is very simple and easy to use. It really allows someone to hit the ground running.

Cons: I do not think that we have found any cons with this software. It serves its purpose fairly well.

Overall: Software is simple and easy to use.

painful

Aug 08, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Comments: 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

Super Satisfied

Aug 02, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: SysAid's flexibility makes it ahead of most other helpdesk software. It serves what we intends to use it and it even amazed us that it can be used for other purposes.

Cons: Sometimes, the cloud version doesn't refresh the dropdowns and button so well, but it's minor. No big deal.

Overall: I can focus more on supporting/helping clients then less on tracking the actual support tickets.

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: 10.0/10 Not
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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: 9.0/10 Not
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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: 6.0/10 Not
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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.

Great flexible product without breaking the bank

Apr 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: Reps from the company are very active on the forum, but the forum as a whole is not very active.

Recommendations to other buyers: 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.

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

Why SysAid?

Mar 10, 2016
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: We found SysAid, especially the HelpDesk module, very simple to implement. The few queries we had where answered promptly by the SysAid support staff.

Cons: 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 to other buyers: 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.

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.

Great Asset Management and Help Desk Tool

Feb 22, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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 to other buyers: 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.

Very robust product for a very reasonable price

Feb 22, 2016
4/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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 to other buyers: 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.

Best Helpdesk System by far

Feb 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Most helpful international company ever dealt with, requests are resolved pronto, user requested features are evaluated and implemented where practical

Cons: There is nothing to not like as this product speaks for it self

Recommendations to other buyers: Ease of installation and use is downright simple and straight forward

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.

Wasn't impressed from our Free Trial

Feb 03, 2016
2/5
Overall
3 / 5
Ease of Use
2 / 5
Customer Support
4 / 5
Value for Money

Comments: SysAid has some good features, but I did not like the User Interface at all. It seemed slow compared to others we demo'd. Also, the Customer Service is located in the middle east, which was a big drawback for us. It was difficult to get in touch.

Pros: -Good Features -Cheap -Been around for a while

Cons: -Ugly -Customer Service located in the middle east -Slow

Vendor Response

by SysAid Technologies on February 04, 2016

Hi there Brandan, I'm sorry to hear that you had a poor experience during your Free Trial on SysAid, and in particular, that you had difficulties in obtaining support when you needed it. SysAid is 100%-driven by customer feedback, and we will indeed look into what might have caused this problem with customer service. Just to clarify, SysAid actually provides a Follow-the-sun support workflow from offices in the U.S., Australia, and, Israel. We've expanded this support network according to the respective growth of our customer base, but again, I apologize for your experience. It's always valuable to receive feedback in order to find the loopholes in our service. In regards to the UI, I'm just wondering if you had a chance to look at our newly revamped Reporting tool, that was released over the new year as part of SysAid Winter 16? This is the first stage in our product roadmap towards refreshing the SysAid GUI at large, and we're pretty excited about it. Our new Reporting UI offers smooth drag-and-drop functionality, and much easier filtering and sorting on a way-more intuitive interface. We've also recently upgraded our own customers' self service portal for a better user experience. Aside from this, we just launched a new BI Analytics tool with cool, interactive dashboards on an easy drag-and-drop UI. ..We definitely hear you, and are busy taking action to enhance the UI in stages, in response to our customers' feedback. Thanks! Kim.

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.

nice for SMB

Jan 15, 2016
4/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: 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 !

Cons: It's running in tomcat, meaning it's pretty hard to troubleshoot. The email to case sometimes crash without any reason

Recommendations to other buyers: 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

Cheap and easy to implement

Oct 07, 2015
4/5
Overall
5 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: 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.

Cons: 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 to other buyers: Make sure you determine what features are a must have for you before you jump into buying such a software.

Using Sysaid to manage user issues

Sep 28, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: 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.

Cons: I do wish that some tasks could be more automated but they are continually improving their software to add in features.

Recommendations to other buyers: 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.

Review Time

Sep 22, 2015
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: Have been easy to collaborate with and have made many adjustments at customer request

Cons: The interface could be more intuitive, less clunky.

Recommendations to other buyers: Not at this time. Thank you for asking.

SysAid saves us time and money

Sep 21, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and having all of the important information at our fingertips.

Cons: Wish it had a few more optimizations. Some of the monitoring could have a few more options for reporting.

Recommendations to other buyers: Check out the ease of use and the remote management of clients.

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.

A great servicedesk product

Sep 29, 2014
4/5
Overall

Comments: An easy to use servicedesk. We had it up and running in short time without external help. Our users are very happy with the ticketing system. A smal agent installed allows us to keep track of our assets, including installed software and hardware.

Pros: Easy to use.

Cons: It shouls be easier to customize forms.

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.

Nov 21, 2017
4/5
Overall

May 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Feb 02, 2017
2/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Extremely
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Oct 10, 2016
4/5
Overall

Nov 09, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money