SysAid Pricing, Features, Reviews & Comparison of Alternatives

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.32/5 (162 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
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

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. 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
  4.3
  4.3
  4.3
  4.2
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.

Pros
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.

Cons
Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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José Villalta

SysAid - The best self-service attached to ITIL

Used daily for 2+ years
Reviewed 2019-08-21
Review Source: Capterra

Before having the tool, there was an open source that was too limited, the need to look for a tool like SysAid was born with the company's certification processes, SysAid complies with the ITIL standards and that is what motivated us to choose it . It has solved all the approval processes in flows, the requests and above all the control of changes. At the moment we are adapting the process of problems and projects.

Pros
From the configuration process to the implementation process or production step it is completely easy and the best that is accompanied by the SysAid team. The use of incidents, requests, change control and problem management is the most optimal tool.

Cons
More than the tool, it is the price per administrator you have, there should be a price depending on the type of administrator user that I require

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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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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Leonel López

A great IT service management tool

Used daily for 2+ years
Reviewed 2019-08-13
Review Source: Capterra

for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Pros
easy to use tool for end users, and capabilities for reporting services

Cons
very restricted directly access to database.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Ahsan Khalid

SysAid

Used daily for 6-12 months
Reviewed 2019-08-30
Review Source: Capterra

We are using SysAid to manage our day to day incidents and requests. Along with that we have de-commisioned solar winds and intune and only use SysAId as our Asset management.

Pros
We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

Cons
I have not come across any cons until now.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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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 (76 other apps)
Contact History (72 other apps)
Multi-Channel Communication (83 other apps)
Real Time Monitoring (64 other apps)
Social Media Integration (78 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

Additional information for SysAid

Key features of SysAid

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