SysAid Features

SysAid

Powerful Service Desk and Simple to Use, Modular ITSM Tool

4.37/5 (177 reviews)

SysAid Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (186 other apps)
Activity Dashboard (93 other apps)
Automatic Notifications (91 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (92 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Knowledge Base Management (90 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Support Ticket Management (66 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (113 other apps)
Workflow Management (74 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


12 reviews

See all iPhone Apps

Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.

SysAid Feature Reviews

25 reviewers had the following to say about SysAid's features:

Luis Ernesto Sosa Paez

My Experience with SysAid

2019-04-23

our experience is good, we have fast support, the schedule reports help us keep in control the service, with the new BI integration the monitoring is most easy to do.

Pros

Easy to use and configurate, mobile version with a friendly interface.

Cons

The price is little expensive this is an limiting for have more administrator

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rachel Braden

Exceptional Product

2019-04-03

Screen capture is a wonderful feature for staff to show what is going on without losing the error message.

Pros

We have not had any issues with the software in all the years we have been a customer. Your support is very responsive if we have any questions.

Cons

Patch Management needs to be more customizable.

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
Read more
Imanuel De Gouveia

Your support very poor, took nearly 2 months to resolve an incident

2017-11-07

Pros

It is a web app and is user friendly when using mobile devices.

Cons

The reports are limited and is not Customizable The asset management reports is also very limited.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Dennis Fiorentino Lora

Review for SysAid ITSM

2019-08-15

Pros

- Easy installation and configuration - Low acquisition cost for licenses - Supported and certified ITIL processes

Cons

- Integration with third-party software can be very expensive

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
Read more
Jeffrey Cash

Sysaid works as advertised!!!

2019-07-17

Managing Hardware, providing enduser support, Patch management, Reports, trouble tickets for enduser and administration.

Pros

Tech support for onsite servers, option to use the cloud for small companies with limited resources.

Cons

A little confusion when setting up modules, but the support via Chat, trouble tickets and FAQ makes it bearable for roll-out and 1st time users

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
Read more
Matteo Tassi

Full featured Helpdesk Software with outstanding user support

2019-04-24

We finally are catching the sense of what is going on in our department (tickets, requests, problems), manage our knowledge base, and have some automatic rules to reply and close unanswered tickets.

Pros

this israel based company has done a great job by putting out - and constantly enriching - a full featured ITIL based help desk software which covers with various modules (Help Desk, asset management, workflows) most of the daily routines of an IT department. there are many products out there in this category, what I here like the most is the aggressive user support which Sysaid offers: their team is really keen on solving each single issue you might have. they use their product for their own processes - of course - and they are highly motivated.

Cons

the user interface is being rewritten and is more modern now with the latest release. we did not apply it yet but plan to do so soon. certain rules and forms can be complex to manage, a good implementation at the beginning is mandatory. unfortunately there is nobody with know how in our country, the setup has to be performed mostly remotely which can be a bit of an effort.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Gonzalo Cuatrecasas

Not bad, but less than expected

2019-08-28

Pros

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Cons

The design and configuration of the workflows is conversom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Shane Moore

This product has helped my Council provide a professional ICT support service to our customers A++

2017-10-31

Better customer service Better staff allocation of calls Better monitoring and analysis

Pros

One of the advantages is - The management of calls between my staff ensuring fair allocation and the management of SLA so that all Work can be monitored and tracked.

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
Read more
Scotty Chambers

great product at a great price

2019-10-30

Pros

ticket tracking, inventory tracking, service monitoring, reporting

Cons

some of the licensing pricing is a little confusing

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
Read more
Jon Siedlik

Exceptional Customer Support & Powerful Service Desk

2016-01-27

****LIKES LEAST**** - Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks.

Rating breakdown

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

Response from SysAid Technologies


Hi Jon,

Thank you for your honest feedback- it's extremely valuable to us. I know that your account manager has since been in touch with you to ensure that you're familiar with all of SysAid's customization options in the cloud- which are identical to those offered in the locally-hosted (on-premise) solution.

You mentioned that you could benefit from a high-level dashboard, so I'm hoping that you've now had a chance to check out SysAid's new BI Analytics module- just released in January 2016. This is an out-of-the-box BI tool powered by Qlik and now built in to SysAid, that will save our customers enormous time and resources on obtaining critical data. Thank you again for all of your comments!

Kim.

Read more
James Williams

SysAid Review

2019-10-07

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Bahten

Great value for robust Help Desk software

2019-05-07

SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Pros

LDAP integration was a plus; and reporting features are robust.

Cons

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rickell Muir

IT staff can manage outages with improved speed. Great visualization.

2018-04-19

Overall this product is something to consider when looking for a management tool, tracking of assets and keeping up with user request.

Pros

This entire system is set up to run an IT help desk. Great asset visualization and network detection. Its features are rich, configurable, and highly-scalable help desk solution suitable for any business especially large organization like mine.

Cons

Has an overly tabbed and sectioned user interface (UI).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospital & Health Care company, 1001-5000 employees)

Ticket management with good metrics

2019-02-17

We are using SysAid as our primary IT ticketing system.

Pros

Colorful graphs by department or individual that report on open tickets, time to close the ticket and so many other helpful reports

Cons

The templates are text only and it does not include automated workflows.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Oscar quevedo

The best tools to organizate tickets and inventory

2019-07-03

in my experience with the tool, it is very good to track, lift tickets and keep your inventory correct, the support is very good and the handling of it both for the administrator and the user is easy.

Pros

it is a tool that contains an integration system with tickets and you can give them a correct follow-up, in addition to keeping your inventory organized

Cons

When you upgrade a computer, you change the name or user the system automatically doesn't update and it gets the last record that was enlisted

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Vizcaya

SysAid software review

2018-08-24

This ITSM software is perfect to implement Help Desk and Assets Management inside any organization, in my case the Cloud version helped me to automate customer service (internal & external) with successful results, the deploy of this software was fast and I counted on SysAid technical support all the time needed.

Pros

- Allow the implementation of ITSM, Help Desk and asset management quickly. - Consists of a modular system. - Extensive documentation and tutorials available. - Integration with other software. - Provides versions of Cloud and On-Premise.

Cons

- Least of support for other languages different from English.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jae Nichols

Behind the times.

2017-09-25

A haphazard ticket system that sometimes works better then nothing at all.

Pros

I like the customization of tickets, assets and EU portals (once you can figure them out).

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No

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

Read more
Anonymous
(Nonprofit Organization Management company, 51-200 employees)

Good implementation experience

2019-10-30

Great experience with the implementation team as well as support

Pros

The Asset Management, Automated Updates/Upgrades and the ease of the implementation

Cons

The UI and the case/project management features might need some work

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 501-1000 employees)

I will definitely recommend Sysiad

2019-04-18

My manager can monitor my productivity with the explicit report.

Pros

Easy implementation and excellent support and cloud version is more than reliable.

Cons

Need improvement in filtering, more than one request user will make my day.

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
Read more
Anonymous
A verified reviewer

Efficient Help desk tool

2018-05-08

Pros

We have been experimenting with SysAid as a service request/ incident management tool in organization.

Cons

Little support from the site as customer service response is slow. The reporting aspect could be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Ryan Lindgren

Sysaid has been a product that I have seen grown into a fantastic helpdesk platform over 10 years.

2017-10-31

User adoption at a budget-friendly cost.

Pros

Simple design and ease of use for end users and administrators.

Cons

Sometimes deployment and WMI integration have been challenging but support is great.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Fernando Madrid

We have been using SysAid for more than three years and we are very pleased with its functionality.

2016-02-20

Easy to implement and friendly interface. Powerful functions.

Rating breakdown

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

Sysaid Rocks

2019-10-07

Pros

And lastly its asset management allows me to proactively monitor my servers and devices plus it keeps my asset inventory up to date

Cons

The project module needs some love and attention i don't find it works well for me compared to simple tools like trello. But in saying that it's a minor issue.

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
Read more
Marius Oprea

SysAid Review - Medium Size IT Company

2019-10-07

It's ok for the price that is paid

Pros

many functionalities integrations fast browser site

Cons

it's not app based (browser cache an issue) Remote deployment is young, has flaws

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric Krueger

SysAid saves us time and money

2015-09-21

Pros

Ease of use and having all of the important information at our fingertips.

Cons

Some of the monitoring could have a few more options for reporting.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering SysAid

Check out the ease of use and the remote management of clients.

Source: Software Advice
Helpful?   Yes   No
Read more