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, asset management, patch management, network monitoring, reporting and performance analysis with customizable dashboards. The solution can also be deployed on-premise. SysAid ITSM offers management features for incidents, problems, change, service level targets and resolution knowledge. It also offers features like self-service portal, password reset and automation of service desk processes.IT Asset Management features include mobile device management, patch management, hardware and network monitoring and network discovery. SysAid provides standard and custom reports on performance and status related to incidents, problems, quality, project tasks and more. It offers integration with third-party applications like Salesforce, SAP and Google Apps. SysAid also provides a mobile application for remote usage. Support is available via phone, email and through an online knowledge base.
SysAid Software - Dashboard
SysAid Software - Incidents List
SysAid Software - Incident Screen
SysAid Software - BI Analytics
SysAid Software - Built in Reports
SysAid Software - Marketplace
SysAid Software - Dashboard - thumbnail
SysAid Software - Incidents List - thumbnail
SysAid Software - Incident Screen - thumbnail
SysAid Software - BI Analytics - thumbnail
SysAid Software - Built in Reports - thumbnail
SysAid Software - Marketplace - thumbnail

SysAid pricing

SysAid has a free version and offers a free trial.

Starting Price:
Not provided by vendor See pricing details
Free Version:
Yes
Free trial:
Yes

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SysAid Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.4
Customer Support
4.5
5 reviews of 393 View all reviews
Christopher
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
4

5
Reviewed on 12/7/2018

Great for the budding IT - Requires some knowledge

Pros

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy.

Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed.

Customer support was very helpful, even on the free version to any questions I had.

Cons

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen.

You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

peter
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
3

4
Reviewed on 5/9/2022

My Personal Experience With SysAid ITSM TOOL and CMDB

SysAid Asset management tool has been able to resolve most part of our audit issues and it has been a good news to management. However, it is still required to resolve the prominent issue of file/application configuration monitoring.

Pros

The integration with current business process has been easy. The product is easy to implement as long as the prerequisite is met. I like the fact that assets discovered can also display the propriety software installed on them as well as alert on the software changes.

Cons

I believe the CI relations can be improved by automating it (Reference AppDynamics). A report can also be built for the articles which are mostly read in a week or month. More Analytical Asset dashboards can also be developed for Management use. The capability to monitor file content and folder content changes must be implemented (This is an ISO requirement which will satisfy audit issues)

Alternatives Considered

ServiceNow

Reasons for Choosing SysAid

Cost and SysAid promise of meeting our CMDB requirement

Switched From

Remedyforce

Reasons for Switching to SysAid

Cost and SysAid promise of meeting our CMDB requirement
Robson
  • Industry: Oil & Energy
  • 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 13/2/2023

SysAid review, from an admin user and implementer of SysAid

Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.

Pros

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

Cons

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

Jae
  • Industry: Transportation/Trucking/Railroad
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
3
Ease of Use
2
Customer Support
1

3
Reviewed on 25/9/2017

Behind the times.

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

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.

Response from SysAid Technologies

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

Replied 1/10/2017
Akosua Tiwaa
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 7/12/2022

Sysaid, the Tool to Bridge Customer and Support Gap

Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

Pros

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Cons

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Alternatives Considered

FootPrints and ServiceNow

Reasons for Choosing SysAid

The remedy product no longer served our purpose as a growing business

Reasons for Switching to SysAid

The ease of use, and also the price as well as its ability to meet majority of the company's needs

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