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SysAid
4.5
(441)

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The most advanced AI-powered ITSM platform in the market

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SysAid Pricing, Features, Reviews and Alternatives

SysAid product overview

Price starts from

79

/user

Per month

What is SysAid?

SysAid is the most advanced AI-powered IT Service Management platform in the market, SysAid Copilot bakes generative AI into every aspect of service management, enabling admins to deliver exceptional service, faster and more accurately, while giving employees a conversational service experience – allowing them to get back into their flow of work, faster.

Key benefits of using SysAid

SysAid puts AI front and center in the organization's service delivery while focusing on the following:

Improved MTTR – with the help they need at their fingertips, employees can get the help they need much faster, and admins too can help resolve complex issues, faster.

Improved CSAT – the intuitive interface and conversational self-serve experience enables the delivery of exceptional self-service, at any time, through the channels employees are comfortable working in. Which translates into improved employee satisfaction (CSAT) scores.

Improved productivity and efficiency – IT admins and service management leaders are freed up to focus on strategic tasks and projects, and employees are freed up from waiting for a response and can continue their flow of work. Improving both productivity and efficiency throughout the organization.

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

4.6

/5

441

Starting from

79

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

SysAid features

Functionality

4.5

/5

441

Total features

123

11 categories

Most valued features by users

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

SysAid users reviews

Overall Rating

4.5

/5

441

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.82/10
Rating distribution

5

4

3

2

1

287

118

24

10

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.
Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive.
I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent.
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.
Since you have all the control over the tool, sometime is hard to fix problems dur the technical support.
Emails notifications is ugly. Not intuitive software, hardly understandable at first.
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David M.

Apparel & Fashion, 1,001-5,000 employees

Used daily for less than 6 months

Review source

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

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Great tool, simple to use, ITIL aligment and powerful customization capabilities

Reviewed 4 years ago

Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.

Pros

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Cons

Project tracking is rudimentary (Understood that it's not part of the scope)

CK
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Charles K.

Oil & Energy, 5,001-10,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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The Impact of SysAid

Reviewed 3 years ago

My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Pros

The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.

Cons

The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.

AR
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Verified reviewer

Architecture & Planning, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Feature-rich but clunky

Reviewed 6 years ago

Full help desk ticket tracking as well as workstation polling.

Pros

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Cons

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

Vendor response

We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface. Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.

TH
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Tim H.

Medical Devices, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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 3 years 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.

HL
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Hitesh L.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

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

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SYSAID is a great ITSM Tool comparable to any other global tool but really great value for money

Reviewed 4 years ago

We have been using SYSAID since 2012. It was easy to implement and roll out to the business. Today even our [SENSITIVE CONTENT HIDDEN] uses SYSAID to log tickets for issues.

Pros

Ease of use and setup with Asset management/Projects modules which are easy to use

Cons

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

SysAid FAQs

Q. What type of pricing plans does SysAid offer?

SysAid has the following pricing plans:
Starting from: $79.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)


Q. Who are the typical users of SysAid?

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


Q. What languages does SysAid support?

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


Q. Does SysAid support mobile devices?

SysAid supports the following devices:
Android, iPad, iPhone


Q. Does SysAid offer an API?

Yes, SysAid has an API available for use.


Q. What other apps does SysAid integrate with?

SysAid integrates with the following applications:
Nagios XI, Jira, TeamViewer Remote, Zapier, Docusign, Google Workspace, Trello, Microsoft Teams, OneLogin, Okta, Slack, Microsoft 365, Qlik Sense, Microsoft Power BI


Q. What level of support does SysAid offer?

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

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