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SysAid

Automate IT tasks and workflows with SysAid's ITSM solution

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SysAid Pricing, Features, Reviews and Alternatives

SysAid product 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.

Key benefits of using SysAid

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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Email/Help Desk
FAQs/Forum
Phone Support
Knowledge Base
Chat
24/7 (Live rep)

Training options

Webinars
In Person
Documentation
Live Online
Videos

SysAid pricing information

Value for money

4.5

/5

344

Price starts from

No info

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

SysAid features

Functionality

4.5

/5

344
Total Features77 11 categories

Most valued features by users

Reporting/Analytics
API
Chat/Messaging
Third Party Integrations
Reporting & Statistics
Customizable Branding
Multi-Channel Communication
Live Chat

Functionality contenders

SysAid users reviews

Overall rating

4.5

/5

344

Positive reviews

91%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.81/10
Rating distribution

5

4

3

2

1

226

86

21

9

2

Pros
We've been provided prompt, friendly, and accurate help from both the sales and tech support teams at SysAid over the years. They are always eager to help in any way possible.

BS

Bob S.

Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.

CN

Coy N.

I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.

TH

Tim H.

Cons
Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me.

JW

Joe W.

Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.

Erick V.

Emails notifications is ugly. Not intuitive software, hardly understandable at first.

MG

Marius G.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 13 days ago

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...

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Not the bigest name but a full featured surprisingly good solution

Reviewed 10 months ago

I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Pros

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Cons

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Not so great customer service.

Reviewed 4 years ago

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,...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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SysAid is Great!

Reviewed a month ago

It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.

Pros

Easy to use and easy to train others to use it.

Cons

Customization for the site could be a lot easier.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great User Experience

Reviewed a month ago

Great graphic user interface, with awesome user experience

Pros

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

Cons

The chat console is not really in use, still struggles with the chat session from the administrative point of view

SysAid FAQs and common questions

SysAid has the following pricing plans:
Pricing model: Free, Subscription
Free Trial: Available


SysAid has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Small Business


SysAid supports the following languages:
Italian, Russian, English, Hebrew, Portuguese, French, German, Japanese, Chinese (Simplified), Spanish


SysAid supports the following devices:
Android


No, SysAid does not have an API available.


SysAid integrates with the following applications:
Nagios XI, LogMeIn Rescue, Jira, TeamViewer, QuickBooks Online Advanced, Google Workspace, Trello, Sage 50cloud, OneLogin, Slack, Microsoft 365, Asterisk, Qlik Sense, Salesforce App Cloud


SysAid offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, Knowledge Base, Chat, 24/7 (Live rep)

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