SysAid

Automate IT tasks and workflows with SysAid's ITSM solution

4.5 /5 (287 reviews) Write a Review!

SysAid Overview

What is SysAid?

SysAid is a powerful IT and enterprise service management solution that transforms agent productivity, enhances end-user experience, and drives value across your organization.

360-degree service management - Everything is cross-referenced within SysAid e.g. every ticket, asset, patch, and related item, to help you close the loop faster.

More automation, less repetition - Built-in service orchestration and service desk automation to boost your team’s productivity and slash ticket resolution.

Digital inventory made easy - Native asset management and CMDB to help you simplify the process for tracking and auditing all IT and non-IT equipment in your organization.

Simple, one-touch customer experience - Strip away the complexity of self-service adoption with an effortless, omni-channel end-user experience, enabling one-touch tickets.

Work your way - Codeless configuration, so you can configure to your specific needs, as opposed to adapting the way you work to the rigid tools provided by other vendors.

More visibility, better decisions - With out-of-the-box reporting, BI analytics, and configurable dashboards, you’ll uncover hidden insights and demonstrate your positive impact.

SysAid Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Free
Subscription
Value for money

SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP.
SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.


SysAid Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), English, French, German, Hebrew and 5 others, Italian, Japanese, Portuguese, Russian, Spanish

Media

SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services.
SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI.
SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices.
Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends.
Easily customize SysAid's Self-Service Portal theme with a few clicks.
SysAid video SysAid screenshot: SysAid Incident Management: Log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services. SysAid screenshot: SysAid Reporting includes 70+ pre-built reports, plus you can easily create codeless, tailored reports using an intuitive, drag-and-drop UI. SysAid screenshot: SysAid's Self-Service Portal has a responsive interface that allows your end users to submit tickets from their mobile devices. SysAid screenshot: Just one click to implement SysAid’s built-in BI Analytics tool, offering you pre-defined KPIs for immediate use. Get a comprehensive overview of your team’s performance, and easily track your trends. SysAid screenshot: Easily customize SysAid's Self-Service Portal theme with a few clicks.

SysAid Reviews

SysAid Reviews

Overall rating
4.5
/
5
Excellent
186

Very good
72

Average
20

Poor
7

Terrible
2

Value for Money
4.5
Features
4.4
Ease of Use
4.4
Customer Support
4.5
90% recommended this app
Thomas B.

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.


Eric F.

All essencials in one service desk

IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.


Sanjay C.

SysAid Review by Sanja Campbell of Jamaica Stock Exchange

Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.


Jae N.

Behind the times.

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


Kawa R.

Best ticketing and Inventory system

Easy to install, implementation very simple, ticketing system is. Rey efficient. Accurate inventory
Simple to upgrade


Thomas B.
Industry: Law Practice
Company size: 51-200 Employees

SysAid - Simple Solution, Big Outcome

Used Daily for 6-12 months
Reviewed on 6/19/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Eric F.
Industry: Construction
Company size: 51-200 Employees

All essencials in one service desk

Used Daily for 1+ year
Reviewed on 6/17/2020
Review Source: Capterra

IT issues such as internet/ server down, softwares not working, new hiring / off board processes, approvals trough dynamic workflows usage.
The most we like that is automated and no more manual work needed anymore which saves us a lot of time to focus on tasks with higher priority and urgency.

Pros

No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

Cons

I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Sanjay C.
Industry: Financial Services
Company size: 51-200 Employees

SysAid Review by Sanja Campbell of Jamaica Stock Exchange

Used Daily for 2+ years
Reviewed on 9/3/2020
Review Source: Capterra

Overall it has been great. Our admins have greater visibility of the tickets submitted. our end users love the product as well.

Pros

tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well

Cons

I cant think of an element i do not like.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Jae N.
Industry: Transportation/Trucking/Railroad
Company size: 51-200 Employees

Behind the times.

Used Daily for 6-12 months
Reviewed on 9/25/2017
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

Kawa R.
Industry: Utilities
Company size: 201-500 Employees

Best ticketing and Inventory system

Used Daily for 2+ years
Reviewed on 7/15/2020
Review Source: Capterra

Easy to install, implementation very simple, ticketing system is. Rey efficient. Accurate inventory
Simple to upgrade

Pros

Efficient, low cpu usage, easy to manage

Cons

We should have it on the cloud rather than being on premise

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.8/10
Based on 287 user ratings
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SysAid Pricing

SysAid Pricing

Starting from
N/A
Free Trial
Free
Subscription
Value for money

SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP.
SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.

SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP.
SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.

Value for Money
4.5/5
Based on 287 user ratings
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SysAid Features

SysAid Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 287 user ratings
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Categories

Additional information for SysAid

Additional information for SysAid

Key features of SysAid

  • 3rd-Party Integrations
  • Advanced Escalation Rules
  • Advanced routing rules and automatic ticket dispatch
  • Asset Management
  • Automatic Priority Matrix Calculation
  • Bar Code Scanning and Auditing
  • Create tickets from emails and send email notifications
  • Escalation Rules and Email Routing
  • Fully responsive, customizable and mobile friendly
  • Help Desk
  • ITSM Change Management and Request Management.
  • ITSM ITIL-Based Solution
  • Manage FAQs and KB Articles for admins and end users
  • Mobile and Tablet Apps
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons

Benefits

Less scrolling, less clicks so yu can resolve tickets faster – all tools & data in one window, quick actions can be taken from within the lists, ability to drag-and-drop attachments, insights panel in each ticket.

Less manual, repetitive, low value work and faster authorization and provisioning processes – with ticket journey management (escalation & routing rules), service desk automation (prioritization, dynamic timers & end-user notifications), and Automate Joe (a service orchestration engine handling hundreds of processes across multiple departments, at the push of a button).

Deliver effortless, omni-channel customer experience – with SysAid's unique Hotkey that enables users to create one-touch tickets; and auto-suggest search, auto-suggest knowledge base, self-service portal (easily customizable & brandable), and service catalog.

Simplify the process for tracking and auditing equipment in your organization – with Asset Management that's constantly up-to-date (remote discovery, unlimited CMDB, and endpoint agent for real-time inventory), Hotkey attached impacted assets to the tickets, CMDB tracks and visualizes the realtionship between CIs.

Make better business decisions through greater visibility into performance, improvement, and outcomes – with out-of-the-box reporting, IT Benchmark, and BI & Analytics tool.

Deliver more value to the business – with built-in value dashboards (including MTTR dashboard), full range of ITIL capabilities, out-of-the-box templates, and digital workflows that will save you loads of time.

SysAid FAQs

SysAid FAQs

Below are some frequently asked questions for SysAid.

Q. What type of pricing plans does SysAid offer?

SysAid offers the following pricing plans:

Pricing model: Free, Subscription

Free Trial: Available

SysAid offers various editions: SysAid Help Desk, SysAid ITSM, SysAid ITSM Enterprise, SysAid Education, and SysAid MSP. SysAid Help Desk offers easy and efficient IT support including a powerful ticket management tool, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, and industry benchmarking. SysAid ITSM is an effective ITIL-aligned solution including all Help Desk capabilities plus core ITIL capabilities such as problem and change management.

Q. What are the main features of SysAid?

SysAid offers the following features:

  • 3rd-Party Integrations
  • Advanced Escalation Rules
  • Advanced routing rules and automatic ticket dispatch
  • Asset Management
  • Automatic Priority Matrix Calculation
  • Bar Code Scanning and Auditing
  • Create tickets from emails and send email notifications
  • Escalation Rules and Email Routing
  • Fully responsive, customizable and mobile friendly
  • Help Desk
  • ITSM Change Management and Request Management.
  • ITSM ITIL-Based Solution
  • Manage FAQs and KB Articles for admins and end users
  • Mobile and Tablet Apps
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons

Q. Who are the typical users of SysAid?

SysAid has the following typical customers:

Large Enterprises, Non Profit, Mid Size Business

Q. What languages does SysAid support?

SysAid supports the following languages:

Chinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

Q. What type of pricing plans does SysAid offer?

SysAid has the following pricing plans:

Free, Subscription

Q. Does SysAid support mobile devices?

SysAid supports the following devices:

iPhone, iPad

Q. What other apps does SysAid integrate with?

SysAid integrates with the following applications:

Axonius, BeyondTrust, Ekran System, Help Desk Migration, Jira, Nagios XI, OneLogin, Sage 50cloud, TeamViewer, Zero Incident Framework

Q. What level of support does SysAid offer?

SysAid offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials