About SysAid
SysAid pricing
SysAid does not have a free version but does offer a free trial.
Alternatives to SysAid
SysAid Reviews
Feature rating
- Industry: Biotechnology
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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 SuiteReasons 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
- Industry: Government Administration
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
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
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.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Computer Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
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.
- Industry: Oil & Energy
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
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Review Source
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.
