SysAid Pricing, Features, Reviews & Comparison of Alternatives

SysAid Reviews

SysAid

One Service Desk. All Essentials.

4.14/5 (36 reviews)
1,251

SysAid offers everything you need for effective help desk and IT service management in a single ITIL-aligned solution. SysAid includes a powerful incident and service request management module, IT asset management, self-service, mobile device management, chat, password reset, mobile apps, industry benchmarking, as well as core ITIL capabilities such as problem and change management, and advanced workflow and automation features.
www.sysaid.com

SysAid Overview

Pricing

Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

S
Small
M
Medium
L
Large
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SysAid screenshot: SysAid Incident ManagementSysAid screenshot: SysAid Reporting

SysAid Reviews (36)

Latest reviews

 Wonderful App 
Vendor responded

Read the full review
Reviewed 7th of June by Valentine Leamy

 

 New user - happy

We use this software whilst working with a partner, found it easy to use with little to no training.

Read the full review
Reviewed 17th of January by David Pollitt

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SysAid Pricing

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

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.

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Key Features of SysAid

  • Help Desk
  • Asset Management
  • Change Management
  • Problem Management
  • ITSM ITIL-Based Solution
  • Mobile and Tablet Apps
  • Bar Code Scanning and Auditing
  • 3rd-Party Integrations
  • SLA Management
  • Escalation Rules and Email Routing

SysAid Screenshots (2)

SysAid screenshot: SysAid Incident ManagementSysAid screenshot: SysAid Reporting

Specifications

Intended Users
Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, Linux, Mac, Windows, Web-based, Mobile Web App
Supported Countries
Australia, Brazil, Canada, Europe, Germany, Latin America, Mexico, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Alternatives to SysAid

Benefits

SysAid offers IT professionals enormous flexibility, including the ability to easily configure or customize the solution to suit particular organizational needs, a range of automation features, integration with third-party apps, escalation and routing rules, and more.

Who is SysAid For?

Videos

SysAid Category Leaders

Reviews
Integrations
Mobile
Media
Security

#5 in IT Service Management (ITSM)

View full ranking
71
10
12
16
18
15

#15 in Help Desk & Ticketing

View full ranking
62
10
6
15
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.

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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Valentine Leamy

Wonderful App

07/06/2017

Pros

Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.

Cons

It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from SysAid Technologies


Valentine, thank you for your review! It's great to hear we¿re bringing value to your organization. Regarding the setup - since you joined the SysAid family, we've expanded our on-boarding process to support the various types of implementations. We're always happy to provide any assistance required. Your feedback is important to us - many thanks!

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David Pollitt

New user - happy

17/01/2017

We use this software whilst working with a partner, found it easy to use with little to no training.

Pros

SImplicity

Cons

Nothing....yet

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Patsy Anderson

Value for money

04/11/2016

SysAid provides good value for money (we are using the SaaS, cloud based implementation). There is a lot of functionality that is easy to configure and there is initial support to get started. That support is not quite as accessible after the initial bedding in period. We have found the browser implementation to be a bit cumbersome (for example it is not possible to have independent tabs with different parts of the application running at the same time). There was a problem with email and automatic job creation. The support was slow and we spent a day limping along. Eventually this resolved itself and we have not received any explanation. This kind of response is frustrating for a SaaS product. We have made the usual mistake of not spending enough time configuring for our particular requirements and with a substantial deign effort we would probably provide a more positive review. I would describe this as an adequate ITSM product with some nice features and some annoying issues.

Pros

Good value.

Cons

I don't like the browser implementation much - it provides the value but comes with the down sides of browser software (state, updating etc).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering SysAid

As with any ITSM implementation - know what you want to do first, then work with the vendor to get it working.

Source: Capterra
Helpful?   Yes   No
Read more
Ryan Leach

Great flexible product without breaking the bank

06/04/2016

Pros

After performing an extensive ITSM service desk tool evaluation, I settled on SysAid. I've since completed two deployments. It's niche seems to be small to midsize companies that need more flexibility and customization than a simple tool like Zendesk - but aren't spending 100K+ with a dedicated team to deploy something like Tivoli or Remedy. I like how flexible the tool is, and it's in active development, with new features added frequently. Deployable in the cloud, and on-premise, and supports several different databases.

Cons

Reps from the company are very active on the forum, but the forum as a whole is not very active.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering SysAid

Accounting for edge cases can be tough, as often those requirements aren't identified until the deployment is done. That's why I like this system - everytime a new requirement has popped up, I've been able to accommodate it.

Source: Software Advice
Helpful?   Yes   No
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Manuel Puchau

It is a software I'm using since 2006, is very easy and intuitive, you can parameterize very easy an

21/03/2016

The software has the following advantages: 1- It is easy parameterization 2. Continuous Improvements updates 3. Fits any service unit for use 4. processes service units are easily adapted 5. Good online documentation 6. Optimal management of assets for proper administration For me one of the few drawbacks is that the designer is very limited reports

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Brad Griffin

Why SysAid?

10/03/2016

Pros

We found SysAid, especially the HelpDesk module, very simple to implement. The few queries we had where answered promptly by the SysAid support staff.

Cons

We have made use of the email rules, to direct support requests to the correct support group, but find by having a lot of rules that the management has become a little cumbersome. It can be difficult to track why a particular rule was invoked.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

8/10

Recommendations to others considering SysAid

Try out the Helpdesk, we have found once that was implement we could start making use of the knowledge Base by having the resolved Service Requests getting added into the KB.

Source: Software Advice
Helpful?   Yes   No
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Alejandro Brenes

It`s a fine product

08/03/2016

Not easy implementation

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Ruediger Mohnen

SysAid Made Incident Management very easy

29/02/2016

We are using SysAid about 2 Years and we are very pleased with it. Nice GUI, Easy Customizing and easy to use. SysAid covers all our current needs at low cost and with excellent Service!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Leonel López

Great tool for ITSM and easy to use, the cloud service is very good

24/02/2016

SysAid Cloud comes with a several set of custom options, that make it ease to configure and make it ease to configure and personalize to your company. this tool has a lot of characteristics that will improve your service management and make more efficient the IT Department

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Wendy Santos

My experience with the software until now is good

23/02/2016

About the service after sale is very good, the executive of sale has knowledge about the product and the time of atention is very fast.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more

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