SysAid Pricing, Features, Reviews & Comparison of Alternatives

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.1/5 (104 reviews)

SysAid overview

SysAid — a proven ITSM vendor since 2002 — can help revolutionize an organization by boosting internal and external customer success with an efficient service desk, by reducing the Mean Time to Repair (MTTR) for the entire ticketing cycle and also by monitoring assets with endpoint technologies.

In fact, SysAid includes network discovery and IT asset management (ITAM) including mobile device management and super valuable features like an end-user self-service portal, mobile apps, automated password reset, chat, IT industry benchmarking as well as advanced workflow and automation features.

SysAid will ultimately give you the powerful tools you need to effectively manage your ITIL framework as well as enable crucial links between incidents, problems and changes.
www.sysaid.com

Pricing

Starting from
$3000/year
Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

Chinese (Simplified), English, French, German, Hebrew and 5 other languages, Italian, Japanese, Portuguese, Russian, Spanish
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. Mobile Barcode Scanning  & Asset Management Add-OnSysAid 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's New BI Analytics Module SysAid - One Service Desk. All Essentials.5 - Branding the Self-Service Portal7 - Creating Reports9 - Building a Story in BI Analytics18 - Merging SRs 19 - Using Password Self-Service

SysAid reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.0
  4.1
  3.9
Chris Whitaker

SysAid is a great product that could be a fantastic product

Used daily for 2+ years
Reviewed 2017-10-31
Review Source: Capterra

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.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.

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Jon Siedlik

Exceptional Customer Support & Powerful Service Desk

Reviewed 2016-01-27
Review Source: Capterra

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.

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Christopher Deal

Great for the budding IT - Requires some knowledge

Used daily for 2+ years
Reviewed 2018-07-12
Review Source: Capterra

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.

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Anonymous

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

Used daily for 2+ years
Reviewed 2017-11-01
Review Source: Capterra

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

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Anonymous

Ticket management with good metrics

Used daily for 2+ years
Reviewed 2019-02-17
Review Source: Capterra

We are using SysAid as our primary IT ticketing system. The reporting features make it easy to see how well we are meeting our SLA's. I'm not a huge fan of the text-only template style, and the workflows are not automated, so that if I have to pass a ticket on to the next phase of a process, I have to manually re-assign it. These are minor gripes. For the most part SysAid has served us well. It is easy to use and I can't say enough about the robust reportingSysaid has some of the best back end reporting of any ticket system I have worked with. Colorful graphs by department or individual that report on open tickets, time to close the ticket and so many other helpful reports

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SysAid pricing

Starting from
$3000/year
Pricing options
Free
Free trial
Subscription
View Pricing Plans

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

API
Activity Dashboard
Automatic Notifications
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base
Monitoring
Prioritizing
Reporting & Statistics
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

CRM Integration (63 other apps)
Contact History (64 other apps)
Customizable Templates (52 other apps)
Multi-Channel Communication (63 other apps)
Social Media Integration (64 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#8 in IT Service Management (ITSM)

View full ranking
52
15
6
17
14

#16 in Customer Service

View full ranking
46
12
3
16
15

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

SysAid also features in these categories:

Additional information for SysAid

Key features of SysAid

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

Benefits

SysAid can revolutionize your organization & help to maximize profits!

+ Boost internal & external customer success with an efficient service desk

+ Reduce the Mean Time to Repair (MTTR) for the entire ticketing cycle

+ Get a holistic view of your IT performance with easy-to-use analytics tools

+ Monitor & control assets with endpoint technologies

+ Choose from a wide-variety of extremely useful add-ons & 3rd-party integrations

+ Easily configure & customize to meet and exceed your unique needs

+ Get a 1:1 SysAid demo or a free trial - on the cloud or an on-premise version