Pros from reviewers
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Effective ITSM tool: SysAid is a comprehensive IT Service Management tool that allows organizations to implement and monitor ITIL procedures and standards. It is used to log all incidents and requests, enabling users to track the status of their requests and reported incidents without the need for constant email exchanges or inquiries.
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Customizable self-service portal: The self-service portal is customizable and can be easily branded to fit an organization's needs. It allows clients and users to track their requests and incidents, reducing the need for constant communication and follow-ups.
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Workflow automation: SysAid offers a Workflow manager that can automate several forms and processes such as move requests, equipment requests, and on- and off-boarding. This feature enhances efficiency and reduces manual work.
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Integration options: SysAid offers numerous integration options with Office Automation, Collaboration Tools, Monitoring Tools, and Project Management Tools. This makes it a versatile tool that can fit into various IT environments.
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Cost-effective and user-friendly: SysAid is a cost-effective solution that is relatively easy to set up and use. It offers a user-friendly interface and allows for automation of tasks through its workflows. It also provides multiple communication channels for end users, enhancing the overall user experience.
Cons from reviewers
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Limited customization options: While SysAid offers some customization options, users have reported that these are not extensive enough to fully meet their needs, particularly in terms of ticket sorting and viewing
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Outdated interface: Some users have reported that SysAid's interface is outdated, although the company is planning to launch a new UX/UI in the near future
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Communication difficulties with the company: Some users have reported difficulties in communicating with SysAid's support team, which is based in Israel and has representatives in various locations around the world. This can lead to misunderstandings and delays in resolving issues
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More suited for larger teams: SysAid offers a comprehensive range of features, but these may not all be necessary or useful for smaller teams, leading to underutilization of the software
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Limited reporting capabilities: While SysAid does offer reporting features, some users have reported that these could be improved, particularly in terms of automation and AI capabilities, which the company plans to implement in the future.
Main features
Starting Price
Free Plan
Instant IT support
Effortless asset management
Streamlined incident management
Insightful reporting
Knowledge base
Starting Price
N/A
Free Plan
No
Instant IT support
Effortless asset management
Streamlined incident management
Insightful reporting
Knowledge base
What is SysAid?
How SysAid compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is SysAid best for according to our reviewers?
Small Businesses: While SysAid is more suited for larger teams, it can also be used by small businesses. However, they may not utilize all its functionalities. It offers a cost-effective help desk solution that is relatively simple to set up
Public Sector: SysAid is used by one of the largest software suppliers in the public sector in South Africa for all their Helpdesk/Support processes. It offers excellent value for money, support, and services
IT Technicians: SysAid is a comprehensive ITSM tool used by IT technicians to implement and monitor ITIL procedures and standards. It allows them to log all incidents and requests, and offers numerous integration options with other tools such as Office Automation, Collaboration Tools, Monitoring Tools, and Project Management Tools
Large Organizations: SysAid is well-suited for larger organizations, offering advanced features like remote support and bot usage via MS Teams. It provides a customizable self-service portal and enables automation of several forms and processes
End Users: SysAid provides multiple communication channels for end users, including a user-friendly interface, self-service portal, and MS Teams chat bot. It allows end users to track the status of their requests and reported incidents, and offers automatic notifications to update both end-users and admins about a service record.
SysAid Reviews
4.2
SysAid rating
4.5
Ease of use
4.5
Customer service
4.5
Value for money
4.4
Likelihood to recommend
4.5
Features
13 SysAid Reviews
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Karen E
Enhanced Service Delivery with SLA Management Feature
The software's SLA management feature has helped us improve our service delivery by ensuring we meet our service level agreements consistently
June 30, 2024
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Thomas B
SysAid Software Evaluation
Sysaid is a robust tool ideal for mid-large organizations to handle their IT assets. Its ticketing system is comprehensive and it offers advanced features like remote support and bot usage via MS Teams. The only drawback, not due to the system itself, is that it's more suited for larger companies. Some of its functionalities are not utilized by our small team.
June 25, 2024
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Nyx G
SysAid's Knowledge Base: Empowering Efficient Problem Solving
SysAid's knowledge base feature has been a great resource for our team. It allows us to document solutions to common problems, making it easier to handle recurring issues
June 15, 2024
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Logan Rodriguez
Switched to SysAid from another software
We switched to SysAid from another system. The SysAid team was approachable and supportive during the transition, and the tech enablement sessions they provided allowed us to customize the system to our needs flawlessly. Overall, it was a fantastic experience.
June 8, 2024
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Randy W
Excellent Tech Assistance with SysAid
So far, my experience with SysAid has been quite smooth. Despite facing some problems, the tech support team has been prompt in identifying and fixing them. I'm very pleased with their service. However, I wish I could sort my tickets more conveniently and have more control over how I view my tickets.
June 4, 2024
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Victoria Brown
SysAid: A Powerful Tool I've Grown to Love
I appreciate SysAid for its ease of use and versatility in the IT realm. During a demonstration, we were impressed by its capabilities and potential benefits for our company. Its instructions are straightforward, and it allows tracking of various metrics such as average number of resolved tickets, response time, rate, and customer satisfaction among others. Making data-driven decisions based on these metrics could enhance the performance of our department's support desk.
May 26, 2024
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Frances Brown
SysAid's Robust Reporting Feature: A Game-Changer for IT Performance Metrics
The robust reporting feature of SysAid has been instrumental in helping us track and analyze our IT performance metrics. Its intuitive interface and ease of navigation have made it a favorite among our team
May 20, 2024
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Rebecca
SysAid - The Lion King of Ticket Management Reviews
I find the SysAid Tool extremely helpful in managing tickets effectively and in communicating with end users. Its administrative reports are useful for capacity tracking. Overall, I think the application is great, although some changes in the UI and workflow could enhance it further.
May 13, 2024
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Thomas R
Exploring SysAid with Keenan Green
SysAid is quite comprehensive with its default settings in the admin panel. It's fairly easy to learn and use. However, it appears to be more suited for larger teams or organizations. As a small team, we don't always use all its features. We switched to SysAid because our previous ITSM was too basic and not what we needed.
May 5, 2024
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Thomas
SysAid: A Comprehensive and User-Friendly IT Tool
As an IT professional, I find SysAid to be a comprehensive and user-friendly tool
April 27, 2024
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Tyler Davis
SysAid: A Positive Leap Forward
SysAid has greatly enhanced our ITSM. It offers a user-friendly interface and allows us to automate more tasks through its workflows. Its auto categorization feature has saved us time and it provides multiple communication channels for end users, including Teams. The company plans to improve its reporting and implement AI next year, which will add significant value to the product.
April 21, 2024
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Janet Davis
SysAid's Mobile App: Ticket Management on the Go
SysAid's mobile app is a game-changer. It allows us to manage tickets on the go, ensuring that no issue slips through the cracks
April 15, 2024
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Christopher
Less Than Stellar Customer Support Experience with SysAid
I have been using SysAid, a help desk solution, for over 7 years in various companies where no such solution was previously implemented. The software is cost-effective and relatively simple to set up, without the clutter I've encountered with other software. However, my main issue, echoed by many, is that the company is based in Israel and communication can be difficult. It often requires multiple explanations for them to fully grasp the problems.I've installed this software in three different companies and the experience was consistently the same. I even briefly worked for SysAid, aiming to enhance the company by providing the customer's viewpoint and addressing the complaints I kept hearing from U.S. customers and those from other countries.Regrettably, instead of improving, they began hiring from even more distant locations, like Romania, with the same comprehension problems. Now, they only have one representative left for the U.S. and I doubt they will hire again in the U.S. due to our differences.
April 13, 2024