User Reviews Overview

About SysAid

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...

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Feature ratings

Value for Money
4.5
Features
4.4
Ease of Use
4.4
Customer Support
4.5

Browse SysAid Reviews

401 of 401 reviews
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Thomas
  • Industry: Law Practice
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/6/2019

SysAid - Simple Solution, Big Outcome

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.

Reasons for Choosing SysAid

No longer fulfilled our growing list of requirements.

Reasons for Switching to SysAid

Cost and Versatility
Edward
  • Industry: Government Administration
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 15/11/2021

ITIL Compliant ServiceDesk System with user-friendly self-service portal

SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Pros

-Ticket registration and tracking
-Workflow management
-Self-Service portal
-Reporting and Feed-back/Notification
-ITIL-Compliant
-Flexible and Customizable

Cons

-Workflow Design is powerful but has a learning curve

Alternatives Considered

ManageEngine ServiceDesk Plus and TOPdesk

Reasons for Switching to SysAid

We had ample experience previously with SysAid and when we evaluated the alternatives. We went for the "old trustworthy" but were also surprised that everything we were looking for in the alternatives was in the latest version of the tools we already had so we upgraded to that latest version.
Rafael
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

1
Reviewed on 12/7/2017

Not so great customer service.

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.

Top SysAid Alternatives

Atul
  • Industry: Computer Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 18/2/2023

SysAid is a fantastic utility and simple to use program

In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Pros

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Cons

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Charles
  • Industry: Oil & Energy
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 6/12/2020

The Impact of SysAid

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.

Alternatives Considered

SapphireIMS and Lansweeper

Reasons for Choosing SysAid

It was switched because there are some features required for the operation which is not available.

Switched From

Spiceworks

Reasons for Switching to SysAid

We chose SysAid over Spiceworks, because it contains more features.
James
  • Industry: Higher Education
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 7/10/2019

SysAid Review

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.

Alternatives Considered

Jitbit Helpdesk

Reasons for Choosing SysAid

Lack of capabilities in tracking, tiering, asset management, and CMDB.

Switched From

Jitbit Helpdesk

Reasons for Switching to SysAid

Price and capability.
Garan
  • Industry: Biotechnology
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 18/2/2021

SysAid - Simple ITIL ticket management

SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

Pros

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Cons

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Alternatives Considered

Zendesk Suite

Reasons for Switching to SysAid

Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset
John
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 29/3/2022

Our everyday with SysAid

I have been very enrolled on the use of this software since day one. First as an user, then as an admin, then as the one in charge of support and maintain it. It has been easy to be involved on all the stages and the communication with the Support team, has been also a key for the success we have.

Pros

It is easy to use. No need to be doing tedious installations, and is very reliable. We use it every day, around the globe, and we don't have issues with time zones or sync.

Cons

What I have used so far has benn great. We need to continue to implement all the features on it.

Alternatives Considered

ServiceNow

Reasons for Switching to SysAid

Price and it offers all what we were looking for.
David
  • Industry: Apparel & Fashion
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/2/2020

Great tool, simple to use, ITIL aligment and powerful customization capabilities

Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.

Pros

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Cons

Project tracking is rudimentary (Understood that it's not part of the scope)

Alternatives Considered

Zendesk Suite

Reasons for Switching to SysAid

I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL
Eduardo
  • Industry: Marketing & Advertising
  • Company size: Self Employed
  • Used Weekly for Free Trial
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
3

5
Reviewed on 30/4/2023

The perfect solution for IT management in my company

Since I started using the platform, I have noticed a great improvement in the efficiency and speed of the IT management processes in my company. Service automation has been especially helpful as it has allowed me to reduce my workload and respond to requests much faster.

Pros

It has allowed me to do my job smarter and more efficiently as the help desk pretty much manages itself. In addition, I can follow up on my requests easily and quickly, which has allowed me to respond to the needs of my company in a much more agile way.

Cons

I felt that there were many options and features that I needed to learn and understand before I could use the tool effectively. However, once I got past this initial phase, I was able to take full advantage of all that SysAid has to offer.

Kevin
  • Industry: Consumer Goods
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/4/2021

SysAid the ITSM that you need.

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.

Reasons for Switching to SysAid

SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.
Simon
  • Industry: Banking
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 20/2/2020

Sysaid the best ITSM tool for all

All in all, Sysaid is an easy to use tool and has a lot of other feathers that can be utilized by any size of the orgainzation

Pros

Sysaid is easy to implement and use. i like the Change and release component which is on point. the ticket aging is also one feather is easy to pick

Cons

The report creation is quiet difficulty. needs i lot of training and time to understand

Alternatives Considered

MSM

Reasons for Switching to SysAid

It proved to fit our requirements and it is scalable
Michael
  • Industry: Law Practice
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 21/1/2021

A great product.

Great

Pros

The constant improvements and how they take in suggestion from the users.

Cons

Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

Lunzayiladio
  • Industry: Banking
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/10/2020

Best Helpdesk Ever

I work whit this platform onPremise, for a years, and I find verry suitable for our organization

Pros

Clean, fast, flat, elegible, support works fine and fast

Cons

Some limitations on customize somes reports

Alternatives Considered

ManageEngine ServiceDesk Plus

Reasons for Choosing SysAid

We found that SysAid fullfill our needs

Reasons for Switching to SysAid

price, simplicity, efficiency, easy managment
Lori
  • Industry: Mining & Metals
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/6/2020

Great Help Desk management system

SysAid team is great! they are very responsive and always there to help.

Pros

Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Cons

Reporting functions are getting better but still in progress.

Alternatives Considered

InvGate Service Desk

Reasons for Choosing SysAid

Needed something global

Switched From

Microsoft SharePoint

Reasons for Switching to SysAid

People and easier configuration
Leonel
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/8/2019

A great IT service management tool

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.

Alternatives Considered

Spiceworks and System Center

Reasons for Choosing SysAid

cloud service

Switched From

GLPi

Reasons for Switching to SysAid

Cost of implementation
Verified Reviewer
  • Industry: Building Materials
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
4

4
Reviewed on 11/6/2020

good ITSM System

Pros

the ability to be able to build and setup the system without hire new employees

Cons

the workflow and the asset managements not intuitive

Alternatives Considered

ServiceNow

Switched From

BMC Helix ITSM and ServiceNow

Reasons for Switching to SysAid

price and local integrator
Jon
  • Review Source
Value for Money
N/A
Features
N/A
Ease of Use
5
Customer Support
5

5
Reviewed on 27/1/2016

Exceptional Customer Support & Powerful Service Desk

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.

Replied 10/2/2016
Mario
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 28/4/2020

Why we choose SysAid's Help Desk Software

Great support, they solve very quickly any doubt.

Pros

A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.

Cons

So far I have no complaints, the software does their job

Alternatives Considered

ServiceNow Customer Service Management and Jira

Reasons for Switching to SysAid

That is the software that the users chose
Gonzalo
  • Industry: Information Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
3
Ease of Use
3
Customer Support
3

3
Reviewed on 28/8/2019

Not bad, but less than expected

Pros

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Cons

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

William
  • Industry: Chemicals
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/6/2021

Improving the monitoring of IT processes

We have been using SysAid for almost 10 years. We started with the free solution and migrated to the Cloud solution when it was available, which helped us since we did not have to allocate infrastructure on site. Sysaid has been improving its platform incorporating new functionalities and improving the current ones. SysAid has become the tool for daily use where we practically enter everything we do in IT, which allows us to later review the information or generate a source of knowledge.

Pros

SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

Cons

SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

Coy
  • Industry: Building Materials
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/5/2020

SysAid is a Great ITSM that provides a robust, feature rich experience

Pros

SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.

Cons

SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.

Robert
  • Industry: Medical Practice
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 23/12/2020

Awesome Ticketing System

The reach sysaid has with our business is wide. It controls everything from password changes to change management.

Pros

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

Cons

I wish the sysaid asset management was a little more robust.

Joseph
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 22/9/2022

SysAid Tool Review

SysAid ITSM has made it easier to track and recall approved changes. It has made audit easier as we can spool report for only major changes.

Pros

The product is easy to use and can create workflows to accommodate the type of changes in ITIL.

Cons

The product does not have the capability to notify Configuration Item owners of approved changes

Verified Reviewer
  • Industry: Textiles
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
2

5
Reviewed on 3/7/2019

Sysaid es Excelente

all the in
The problems that are being solved with sysaid and its platform is to keep track of incidents and thus we can realize that we are failing and better our support servicecidences of my company

Pros

Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil

Cons

what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web,
since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us

401 reviews