SysAid Pricing, Features, Reviews & Comparison of Alternatives

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.49/5 (275 reviews)

SysAid overview

What is SysAid?

SysAid's Help Desk offers one place and dashboard to manage all your IT support. You'll find all the essentials you need in one place including a powerful ticket management tool, IT asset management, self-service portal and more. Implement your customizable Help Desk easily and quickly today from the cloud or downloadable on-premise software. With 15+ years of experience, SysAid has been serving +100k admins globally. Get a Free Trial now or contact us to see what SysAid can do for you.
www.sysaid.com

Pricing

Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Chinese (Simplified), 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. SysAid - One Service Desk. All Essentials.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

Value for money
Features
Ease of use
Customer support
  4.5
  4.4
  4.4
  4.4
Thomas Bates

SysAid - Simple Solution, Big Outcome

Used daily for 6-12 months
Reviewed 2019-06-19
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
Features
Customer support

Likelihood to recommend: 10/10

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Eric Ferstman

All essencials in one service desk

Used daily for 1-2 years
Reviewed 2020-06-17
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
Features
Customer support

Likelihood to recommend: 10/10

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Jae Nichols

Behind the times.

Used daily for 6-12 months
Reviewed 2017-09-25
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
Features
Customer support

Likelihood to recommend: 2/10

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Andres Espinosa

SysAid, Excelente aplicación soporte IT

Used daily for 2+ years
Reviewed 2020-06-08
Review Source: Capterra

Es la herramienta de soporte interno de la compañía, nos permite gestionar, dar seguimiento y solucionar los diferentes problemas, KPI de área IT, control de activos.

Pros
Excelente aplicación , fácil configuración, herramientas e integraciones con otras aplicaciones corporativas, funcional, reportes y estadísticas confiables, base de conocimiento para ingenieros y usuarios finales.

Cons
hay algunas novedades que se requieren implementar pero no hay documentación en español

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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James Williams

SysAid Review

Used daily for 1-2 years
Reviewed 2019-10-07
Review Source: Capterra

We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Pros
Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Cons
Workflow management is a little outdated and has a bit of a learning curve.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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SysAid pricing

Pricing options
Free
Subscription
Free trial
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
Alerts / Escalation
Automatic Notifications
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Reporting & Statistics
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management

CRM Integration (91 other apps)
Multi-Channel Communication (110 other apps)
Multi-Language (75 other apps)
Real Time Monitoring (77 other apps)
Social Media Integration (88 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

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
  • Problem Management
  • REST and SOAP
  • SSO, Remote Control, Collaboration, Monitoring, etc.
  • Track your technicians' activity time
  • Trello & Slack add-ons
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