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SysAid Review

SysAid
Our score: 9.2 User satisfaction: 98%

What is SysAid?

SysAid is a feature-rich, configurable, and highly scalable help desk solution targeted at large businesses. It won our Expert’s Choice Award and Great User Experience Award.

SysAid is an ITSM software platform that enhances IT service delivery. It features AI Agents, AI-powered chatbots, workflow automation, and asset management. SysAid’s AI Copilot aids IT agents by categorizing and routing tickets, providing case summaries and sentiment analysis. The AI chatbot, available via chat, email, and Microsoft Teams, offers quick answers for end-users, ensuring a consumer-grade support experience.

SysAid’s workflow automation streamlines processes like employee onboarding and incident management, facilitating seamless task completion and scalability. The asset management feature integrates with the service desk, providing IT teams with data to resolve issues.

SysAid offers insights into team performance with data summaries, forecasts, and recommendations, enabling IT leaders to make informed decisions. SysAid’s blend of AI features, automation, and asset management makes it a comprehensive ITSM solution for delivering exceptional IT service.

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Overview of SysAid Benefits

SysAid offers your organization a great deal of benefits in terms of managing IT-related issues and your assets. Here are some of them:

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. The Copilot’s key differentiators include the following:

  • Zero setup – No coding needed, SysAid is fast to set up and get started – increasing organizations’ time to value (TTV).
  • Helps admins resolve tickets and issues faster, and more accurately – SysAid Copilot is trained on your organization’s knowledge base, articles, internal data, and ticket resolution history – as well as verified external data sources, links, and documents – so that tickets that come in are well-structured with all the information admins need, at their fingertips, to resolve issues faster and more effectively.
  • Admins still have ultimate control over the quality of responses – as they can monitor, edit, and fine-tune the answers given by the AI Chatbot for End Users, giving them ultimate control over the quality of responses.

AI Chatbot – Your customers or end users do not have to wait in a queue for a live agent to answer their questions. That is because the AI chatbot is readily available anytime to give them the information they need. It is also conversational, so they can feel like they are talking to an actual person rather than a monotonous robot. This AI is accessible not just via chat but also in email, Teams, and self-service portal.

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 enable 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.

Truly, SysAid is the ideal tool for those who need IT help desk and asset management software functionalities.

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Overview of SysAid Features

  • Ticket management
  • Self-service portal
  • Knowledge base
  • Password reset
  • Remote control
  • CMDB
  • Chat
  • Automation
  • Hardware/software inventory management
  • Help desk integration
  • Patch Management
  • Monitoring
  • Broadcast messages

What Problems Will SysAid Solve?

1. Transforming Service Delivery with AI-Powered Excellence

SysAid revolutionizes service delivery, solving critical challenges faced by organizations. By incorporating generative AI into every facet of service management, SysAid ensures exceptional service delivery effortlessly. The result is a consumer-grade service experience that enhances employee satisfaction, reflected in improved CSAT scores. Employees benefit from a reliable, easily accessible service interface, receiving help at their convenience, leading to heightened satisfaction and engagement. Moreover, SysAid’s implementation frees administrators to focus on strategic initiatives, accelerating Mean Time to Resolve (MTTR), resolving complex issues faster, and boosting overall efficiency.

2. Elevating Service Management with SysAid Copilot

SysAid Copilot, with its integrated generative AI, further elevates service management capabilities. It enables administrators to deliver faster, more accurate service while providing employees with a conversational service experience. This unique system requires zero coding for setup, swiftly starting operations and increasing the organization’s Time to Value (TTV). The Copilot’s training on the organization’s data and history equips administrators with structured, readily available information, expediting ticket resolution and issue handling. The platform also grants administrators ultimate control over response quality, enabling monitoring, editing, and fine-tuning of AI-driven answers, ensuring precise and high-quality service delivery.

3. Redefining Efficiency and Productivity

By empowering employees with faster assistance and freeing administrators for strategic endeavors, SysAid fundamentally transforms organizational productivity and efficiency. Its focus on delivering exceptional self-service through intuitive interfaces and familiar communication channels fosters a seamless workflow for employees, translating directly into improved CSAT scores. This optimization across the spectrum—enhanced employee satisfaction, swift issue resolution, and strategic focus—significantly boosts productivity and efficiency throughout the organization, heralding a new era of operational excellence.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
An award given to products our B2B experts find especially valuable for companies
An award given to products our B2B experts find especially valuable for companies

SysAid Position In Our Categories

Keeping in mind companies have particular business-related wants, it is only prudent that they abstain from selecting a one-size-fits-all, “perfect” solution. Nevertheless, it would be hard to try to discover such an app even among widely used software products. The practicable step to undertake is to spell out the different key functions which demand analysis like essential features, plans, skill ability of the employees, organizational size, etc. Thereafter, you must conduct your product research thoroughly. Read some of these SysAid analyses and scrutinize the other software products in your list more closely. Such all-encompassing product research ensure you steer clear of unfit applications and buy the system that offers all the features your company requires.

Position of SysAid in our main categories:

TOP 10

SysAid is one of the top 10 Help Desk Software products

TOP 20

SysAid is one of the 20 IT Asset Management Software products

There are trendy and widely used solutions in each software group. But are they necessarily the best fit for your organization’s specific needs? A market-leading software product may have thousands of customers, but does it provide what you require? For this reason, do not blindly spend on popular systems. Read at least a few SysAid Help Desk Software reviews and think about the factors that you desire in the software such as the fees, main tools, available integrations etc. Then, choose a few solutions that fit your needs. Try out the free trials of these apps, read online reviews, get clarifications from the seller, and do your homework systematically. This profound homework is sure to aid you find the most excellent software solution for your company’s unique wants.

How Much Does SysAid Cost?

SysAid Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

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What are SysAid pricing details?

SysAid Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

SysAid provides tailored price quotes based on your business needs and the size of your team.

User Satisfaction

Positive Social Media Mentions 103
Negative Social Media Mentions 3

We realize that when you decide to buy a Help Desk Software it’s crucial not only to learn how professionals rank it in their reviews, but also to check whether the actual people and companies that bought these solutions are genuinely satisfied with the product. That’s why we’ve devised our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and SysAid reviews across a broad array of social media sites. The information is then featured in a simple to understand format showing how many customers had positive and negative experience with SysAid. With that information at hand you will be ready to make an informed purchasing choice that you won’t regret.

Video

Screenshots

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Portugese

Pricing Model

  • Annual Subscription
  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

What integrations are available for SysAid?

Once integrated, you’ll benefit from extended capabilities from within SysAid.

  • BI Analytics, powered by Qlik
  • TeamViewer for a robust remote control solution
  • GFI Software for superior patch management capabilities.
  • Automate Joe is SysAid’s built-in service orchestration engine, powered by CA Automic
  • In addition, SysAid offers 3rd party integrations with leading software applications and services, like Jira Software, Slack, Skype, Salesforce, Trello, and many more.

SysAid User Reviews

SysAid average rating:

Average score
4.9/5 (72 user reviews)
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

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The most favorable review

Darin Menssen

PROS: User experience from what i am hearing is the best. on the Admin side, even better on the usability scale.

CONS: Building Custom Reports is too general but i don't do many of them. Also, integration with Microsoft Teams would be beneficial on creating tickets.

Reviewed 4 years ago

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The least favorable review

Anonymous Reviewer

PROS: Excellent Customer Support - very quick and responsive

CONS: Reporting Workflows

Reviewed 2 years ago

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More reviews from 72 actual users:

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  • Latest
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  • Most positive
  • Most negative

SysAid was responsive and easy to work with. They worked diligently to solve each problem

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Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 25.04.2025 Company Size: More than 100 Employees Industry: Renewables & Environment

PROS: Adaptability and Scaling - We will be able to use this and grow this into our own baby that best supports us.

CONS: Inventory and many things within the program - needs lots of time to fully understand all the capabilities in the system

What do you think about this review?

Great Poor

Helpful Helpdesk Tool

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Lorna Higgs
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 15.01.2025 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: Easy to implement work flows, that can be created by admins, no need to contact support unless assistance required, having these work flows cut down on the teams time/ effort in having to carry out steps of the process manually. Useful dashboard which shows a snapshot of useful metrics which you can drill down into, by clicking on the graph, such as time taken to respond to a ticket. Sysaid support is always very helpful and quick to respond, they have AI provide initial answers within minutes, this has resolved my queries more than once. Customer feedback requests can be added to the ticket upon closure, a simple facial expression to select which is quick and easy for the end user, prompting higher feedback rates.

CONS: User interface slightly outdated, the messaging function can be tedious when multiple emails have been sent, having to click into each message to get all the information required, a new version called Spaces should rectify this, however we have been waiting some time for this release, but it's not materialised.

What do you think about this review?

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Show More User Reviews (72)

SysAid: A Powerful ITSM Tool

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.12.2024 Company Size: More than 100 Employees Industry: Insurance

PROS: Customization and Flexibility - Customizable Dashboards: Tailor dashboards to track metrics and KPIs that matter to your organization. - Form and Workflow Customization: Adapt forms, fields, and processes to suit your unique IT environment. Reporting and Analytics - Advanced Reporting: In-depth reports to analyze performance and identify trends. - Real-Time Monitoring: Visibility into IT operations and service levels.

CONS: Asset Management Shortcomings - Discovery Features: Limited subnet discovery may hinder large-scale asset management. - Inconsistent Sync: Sometimes, asset data doesn’t sync reliably or requires manual intervention.

What do you think about this review?

Great Poor

The best ITIL Tool for helpdesk and ticketing monitoring system

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.12.2024 Company Size: More than 100 Employees Industry: Computer Software

PROS: Resolve Help Desk Issues Faster / Centralize Your IT Assets / Reports / Dashboard

CONS: Settings for customization could be better

What do you think about this review?

Great Poor

A perfect tool to cover all IT views in one database

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.12.2024 Company Size: More than 100 Employees Industry: Insurance

PROS: 360° IT relational database. It connects end users, helpdesk, system admins, CEO and architects on one solution. Fantastic support, great new UI/UX experience for admins, great feedback mechanism with feature requests, potential improvements reporting.

CONS: There are ocassional stability issues and changes to the product that unexpectedly cause issues on certain parts of the system. The se get fixed by the provider quicjky but we would appreciate a bit better change management.

What do you think about this review?

Great Poor

Great Product for IT Management, Support and Administration

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Richard Hudson
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.11.2024 Company Size: 51-100 Employees Industry: Law Practice

PROS: Easy to navigate user interface Many features rolled into one package Great use of AI Self Service Portal for end users Easy configuration and install Price vs overall value is great Support is responsive and resolves matters timely

CONS: The only problem that I can think of is the built in remote control module. It doesn't always work very well, especially when certain resolutions are used on the remote computer. We installed the TeamViewer add-in for SysAid that performs much better.

What do you think about this review?

Great Poor

My experience with SysAid

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 05.03.2024 Company Size: 1-10 Employees Industry: Consumer Services

PROS: the end user self-service portal, as in just a few steps you can open a ticket related to your problem and monitor all the information being processed through the portal and also through notifications that are sent by email

CONS: We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

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SysAid System

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Anonymous Reviewer
3/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 06.02.2024 Company Size: More than 100 Employees Industry: Financial Services

PROS: Excellent Customer Support - very quick and responsive

CONS: Reporting Workflows

What do you think about this review?

Great Poor

SysAid: A Smart Investment for IT Service Management

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.01.2024 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: Comprehensive IT Service Management: SysAid provides a comprehensive suite of IT service management tools, streamlining incident, problem, and change management processes. Asset Management: The software offers robust asset management capabilities, providing a clear overview of IT inventory for efficient budgeting and resource allocation. Reasonable Cost: SysAid\'s pricing is reasonable for the features it offers, making it an attractive investment for organizations looking for cost-effective IT service management solutions. Regular Updates: The software receives regular updates, ensuring that users benefit from the latest features and improvements. Responsive Customer Support: SysAid\'s customer support team is responsive and knowledgeable, ensuring a positive user experience.

CONS: Limited Customization Options: Some users find that the customization options could be more extensive, particularly in tailoring reports to specific needs. Learning Curve: Users new to IT service management software may experience a learning curve, impacting the speed of implementation and full utilization. Documentation Improvement: While adequate, the documentation could be more detailed to assist users in navigating and leveraging the software\'s full potential.

What do you think about this review?

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my experience with SysAid

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

5/5

Ease of Use

Published on: 01.12.2023 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: ticket handling, automatic notifications, easy-to-understand end user portal.

CONS: class period with pause, inclusion of data from list-type fields via spreadsheet.

What do you think about this review?

Great Poor

Empowering Excellence in IT Service Delivery

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Kofi Adarkwah
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 16.11.2023 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: SysAid streamlines IT support with an intuitive interface, automates ticket management for efficient issue resolution, enhances asset tracking for optimal resource allocation, provides powerful remote assistance, allows customisation to fit unique workflows, and offers comprehensive reporting tools for data-driven decision-making. It's a versatile solution that elevates service desk operations.

CONS: Customisation complexity may require additional training, and occasional system updates may disrupt workflow. While versatile, some organisations may find certain functionalities more advanced than needed for their specific requirements.

What do you think about this review?

Great Poor

Super Tool for Ticket Management

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 08.11.2023 Company Size: More than 100 Employees Industry: Banking

PROS: Email feature to send mails to requesters and support groups, Chat feature to chat fellow users and effective knowledge data base

CONS: Chat feature could be made more user friendly.

What do you think about this review?

Great Poor

Sysaid – A Fresh Perspective

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Akosua Tiwaa Kuadzi
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 30.10.2023 Company Size: 51-100 Employees Industry: Information Technology and Services

PROS: Sysaid Offers cost-effectiveness, ample customization, and effortless implementation

CONS: Critical platform issues when escalated to sysaid, can be time consuming.

What do you think about this review?

Great Poor

SysAid Great functionality and Value for money

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Johan Steyn
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.10.2023 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: The best aspects of this product? I can start with value for money we took 3 months to evaluate various other products and SysAid came out tops for us. It covers all the functionalities that we are looking for. The customization is also a big plus for us as we have various departments that needs to have their things setup and customized for them. The support from SysAid is also a big thing that sawed us towards SysAid.

CONS: All the issues and problematic things is addressed in the newest versions. I cannot think of something now.

What do you think about this review?

Great Poor

SysAid ITSM

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Simon Mills
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.09.2023 Company Size: N/A Industry: N/A

PROS: I liked the integrations with our existing systems, and the tech enablement sessions made the migration smooth and easy.

CONS: We found no issues with the transition to SysAid, they held our hand every step of the way. The only issue we had was paying for the product, but that was more our side than theirs.

What do you think about this review?

Great Poor

SysAid ITSM

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 21.07.2023 Company Size: More than 100 Employees Industry: Government Administration

PROS: Amazing customer support. Always friends and quick to resolve your issue

CONS: No mobile app

What do you think about this review?

Great Poor

Great ITSM Solution

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 19.05.2023 Company Size: More than 100 Employees Industry: Retail

PROS: Customer Support is great, they respond quick and know how to solve all problems. All our recent questions get solved between 2 - 24 hours.

CONS: The ticket lists could hav more filter options and a better UX/UI.

What do you think about this review?

Great Poor

Why I love SysAid? Read this review

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 05.05.2023 Company Size: More than 100 Employees Industry: Banking

PROS: SysAid is excellent with service desk management and ITSM

CONS: The dashboard can have a little improvement.

What do you think about this review?

Great Poor

automated helpdesk – SysAid

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Francisco Mira
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.03.2023 Company Size: 11-50 Employees Industry: Consumer Services

PROS: Definitely the automation of processes within SysAid facilitates the integration with our internal processes and creates a synergy with our customers who consume the service.

CONS: The integration and parameterization to our internal processes was a bit delayed, but it left us with an important learning model.

What do you think about this review?

Great Poor

SysAid Helpdesk Tool

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Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.10.2022 Company Size: More than 100 Employees Industry: Oil & Energy

PROS: SysAid has helped in automation of processes, especially the IT helpdesk. Top benefit is in the area of support ticket management.

CONS: Creation of forms are not so seamless as the custom fields do not allow for labels for read only display

What do you think about this review?

Great Poor

Sysaid is what you need!

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 24.10.2022 Company Size: More than 100 Employees Industry: Non-Profit Organization Management

PROS: It\'s customization options make it very easy to tailor your needs to your company

CONS: Some may say it\'s clunky , so visual change could be useful. It doesn\'t impact me.

What do you think about this review?

Great Poor

SysAid is a solid Helpdesk solution

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Casey Blake
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.10.2022 Company Size: More than 100 Employees Industry: Higher Education

PROS: SysAid was simple to setup and maintain. Customer support is top-notch.

CONS: The FAQ section leaves little to be desired. It feel outdated.

What do you think about this review?

Great Poor

Great product, simple and easy to use

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Prince Asamoah-Djan
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 21.09.2022 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: IT Service management product for managing service requests and incidents

CONS: Integration with Solarwinds Orion wasn’t easy to implement. Need improvement

What do you think about this review?

Great Poor

My Personal Experience With SysAid

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peter awortwe
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.09.2022 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: It is easy to use and there is enough knowledge in their knowledge base to assist a user during on boarding. The ticket management system is easy to use once the teams setting up get it right. I think the BI Analytics enable on the product is one of the best part of the product. And the icing on the cake is the AI bot added.

CONS: I think it will be good if videos are allowed to be uploaded into Knowledge base management or create a library more like the Youtube or Udemy for learning or knowledge sharing.

What do you think about this review?

Great Poor

Reasonably priced and fully featured

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.07.2022 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: SysAid provided all the features that we were looking for at a reasonable price. The support provided by the company is excellent, all my tickets are answered within an hour, and all issues we've encountered have been resolved. The interface is intuitive and easy to use, While remaining highly customizable.

CONS: Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

What do you think about this review?

Great Poor

How easy is to use a incident/request system

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Tito Cairo
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 22.06.2022 Company Size: More than 100 Employees Industry: Government Administration

PROS: Easy of use and configure, our end users are non-IT people, and they manage the software very easily

CONS: Translation, we are Spanish speaking, and some of the management screens are in English.

What do you think about this review?

Great Poor

SysAid – A good option

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 17.06.2022 Company Size: 11-50 Employees Industry: Oil & Energy

PROS: The ease of use and tracking of reported incidents is excellent, it is very easy to install and maintain equipment inventory.

CONS: With the tools that we have in the company, the reality is that we have not had serious problems, and those that do arise are supported by SysAid's support staff to solve them. The reports section could have more options, although it may be a matter of the version we use.

What do you think about this review?

Great Poor

SysAid Service Desk

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Elwin Hornedo, ITIL, CSM
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 04.05.2022 Company Size: N/A Industry: N/A

PROS: We really like this product and the ITSM functionality for the price is outstanding for what is offered. Network discovery for both hardware and software is excellent, also the ability to monitor assets health is really great and gives us the ability to be proactive with issues. The Self Service Portal is easy to use and has all the functionality you would want to create a service catalog. Integration with email and end users is really easy. Great support that resides in the same hemisphere. Great trial period support on set up and free onboarding.

CONS: Some of the customization is really convoluted and difficult to do and some of it is amazingly simple. I do not understand the lack of continuity in the ability to customize. Reporting could be stronger, canned reports are adequate and the interface is a bit clunky. If you set some fields to be mandatory it requires all similar fields to be mandatory. If you set the Category field to be mandatory it then requires both the Subcategory and third level fields to be mandatory.

What do you think about this review?

Great Poor

Easy to use, simple to maintain

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 25.02.2022 Company Size: More than 100 Employees Industry: Government Administration

PROS: The Help Desk/ticketing function is very simple to use. The integration with Active Directory is seamless. Asset management feature is very detailed.

CONS: Some menu options are hard to find on the administration side. The reporting feature lacks some details. The remote control feature is less responsive than other solutions.

What do you think about this review?

Great Poor

User Friendly, reliable customer support

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Winners Mathebula
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.02.2022 Company Size: N/A Industry: N/A

PROS: Incident management Email alert configuration Project and Call management record Incidents can be assigned according to its priorities Incidents reporting

CONS: You need more knowledge as the admin to configure the template according to your company specification. More training training

What do you think about this review?

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SysAid ITIL

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Jordan Clark
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.11.2021 Company Size: 51-100 Employees Industry: N/A

PROS: Customizability of each of the sections is great. Being able to customize templates and have them go through a process that allows end-users to complete sections that are assigned to them is a wonderful thing to have. I've set one up for monitor approvals, user wants a new monitor submit the template and it notifies their manager and the manager can then approve or deny.

CONS: Tabs inside of the templates can't be easily moved once created. You have to go through the Workflow Manager inside of the template to change the order of the tabs instead of being able to do it through the main screen or the Sub Type.

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SysAid – A simple solution for ITSM

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Garan Thomas
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 30.10.2021 Company Size: More than 100 Employees Industry: Biotechnology

PROS: Customization, customer support, ticket and request management, workflow building and general usage.

CONS: The interface is a little dated and could do with updating. E-mails and conversations could flow better in tickets to make for a better channel of communication

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SysAid at the Office

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John Ramírez
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 29.10.2021 Company Size: 11-50 Employees Industry: Information Technology and Services

PROS: - Manage Time to resolve on Service Requests - Using templates, and predefined expected times - Basic reporting for Service Requests - Support when there is an issue

CONS: - Complex reporting with 2 or more tables involved - Database integrity - View of the service requests

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Great Experience

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Adewale Jegede
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.10.2021 Company Size: More than 100 Employees Industry: Telecommunications

PROS: Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly Spooling at ease when and how you want it Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid helps with right prioritization, the impact and urgency of tickets helps process manager to adequately engage the user

CONS: The chat session and chat console

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SysAid the Best Tool for IT Operation Management

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humberto canto
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.10.2021 Company Size: More than 100 Employees Industry: Textiles

PROS: It is a tool that allows you to manage the operation of the company.

CONS: automation of some processes

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Darin’s SysAid Review

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Darin Menssen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.10.2021 Company Size: More than 100 Employees Industry: Civil Engineering

PROS: User experience from what i am hearing is the best. on the Admin side, even better on the usability scale.

CONS: Building Custom Reports is too general but i don't do many of them. Also, integration with Microsoft Teams would be beneficial on creating tickets.

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ITSM tool easy to use and easy to deploy

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Leonel Rolando López Ventura
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.09.2021 Company Size: More than 100 Employees Industry: Retail

PROS: You can role many Support áreas to use this tool for many business flows, some users even doesn't have idea that they are using a tool for his Request follow ups

CONS: Extract data for specific information that is not available by reports, change management could work better if you want to manage certain datetime values to control efficiency of teams

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SysAid is a good ITSL System

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.09.2021 Company Size: More than 100 Employees Industry: Civil Engineering

PROS: The ease of use for our end users are the best, it has a very modern portal and with single sign-on it makes it a great product for our users.

CONS: I think the fact that it doesn't integrate well with Microsoft Products would make it much better

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Sysaid Offers workflow processes

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 03.09.2021 Company Size: More than 100 Employees Industry: Translation and Localization

PROS: The customizable workflow processes prove to be very valuable between departments

CONS: developing the workflow process was very very difficult and no helpful documentation or examples to setup.

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SysAid the best help

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MIGUEL BERRIOS
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 30.07.2021 Company Size: 11-50 Employees Industry: Commercial Real Estate

PROS: A very complete tool, easy to configure, easy to use and with first-rate support.

CONS: I think the only suggestion is that the end user, from his cell phone, can report the cases.

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A Terrific Choice for Our Organization!

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.07.2021 Company Size: More than 100 Employees Industry: Packaging and Containers

PROS: Firstly, support is unrivaled but the product itself is wonderful for IT admins and end users as well. Asset management module is great and the ticketing system itself is intuitive for the end users.

CONS: I think the reporting module could be improved. The "canned" reports could have a few more levels of customization.

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SysAid is great

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.07.2021 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: Customization and the implementation support.

CONS: Some of the customization content could be easier to use to where it doesn't need to require coding experience

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Great Poor

Very good ticketing system

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 30.06.2021 Company Size: More than 100 Employees Industry: Education Management

PROS: The fact you got all the thing you need in one place

CONS: nothing for me, the software are really good

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Our experience with SysAid

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 17.06.2021 Company Size: More than 100 Employees Industry: Banking

PROS: Easy to use, can be configured to use ticket allerting, good for asste management

CONS: Too many menus to configure, asset list could be more easy to configure it's output

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Improving the monitoring of IT processes

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.06.2021 Company Size: 51-100 Employees Industry: Chemicals

PROS: SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided. you can integrate with your Windows AD.

CONS: SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

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Good ITSM product for your business and AMAZING support team

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 07.06.2021 Company Size: N/A Industry: N/A

PROS: The ability to configure...almost to your hearts content...the options/settings. The support team is the best I've ever worked with.

CONS: Configuration is hard to find what you need at times, and naming of settings/options.

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Great Poor

Great Asset Management and Ticketing

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Anthony Bolivar
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 25.05.2021 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: Works as intended. Asset management and ticket is very easy to use, versatile, configurable, and scalable. A lot of information is provided from the agent and the work flows are very good.

CONS: They need a mobile app that is a mobile version of the entire software not just ticketing as it is right now.

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Enterprise Class Ticketing System

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Alden Daniels
4/5

Overall impression

5/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 24.05.2021 Company Size: More than 100 Employees Industry: Transportation/Trucking/Railroad

PROS: History Traceability Service Requests bulk management Automatic escalation

CONS: Template management Mobile App

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Great Poor

SysAid is in a league of it’s own

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Robert Ladd
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 29.04.2021 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: The ease of use and how independent you can be with this product. The advantages that SysAid has are many of which are having a computer inventory, a ticket system, a database to help users, easy to make reports, understandable graphics, in short, many benefits that can be derived from this platform.

CONS: Being able to assign multiply user would be helpful.

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Great to have sysaid

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aldridge sawirjo
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.04.2021 Company Size: 51-100 Employees Industry: Logistics and Supply Chain

PROS: Incident management , request management, change management, assets management

CONS: remote control feautre could be updated

What do you think about this review?

Great Poor

SysAid the ITSM tool that you need!

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.04.2021 Company Size: N/A Industry: N/A

PROS: SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic.

CONS: The integrated remote control piece works but we miss some features of a more robust product. Not so much as a con but there are tons of customizations that can be made but sometimes navigation is difficult to find a setting, but the "Help" feature is excellent.

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SysAid Review

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 09.04.2021 Company Size: N/A Industry: N/A

PROS: This application is allowed us to create a simple, but thorough ticketing system for our 200 users. The application is configurable and was relatively easy to set up. We use the application as a ticketing system and an asset management platform. Our users are pleased with it's ease of use and our

CONS: There are so many configuration fields and categories, it can be confusing.

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SysAid ITSM Setup and Configuration

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 24.03.2021 Company Size: More than 100 Employees Industry: Higher Education

PROS: The system is so easy to setup and configure without assistance from the vendor. The system also managed to turn the department which has been using an internal and very basic system which was only able to record, assign and close the incidents, with not much when it comes to reporting, to a full ITSM compliant department with over 30% improvement in managing the cases.

CONS: The Password Self Service component could be redesigned with support for One Time Passcode

What do you think about this review?

Great Poor

i am support engineer in consist for 5 month

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dor bivas
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 20.02.2021 Company Size: More than 100 Employees Industry: N/A

PROS: the prodact got high Modularity, can be used in any organizatioon, quick and easy acces, very end users friendly.

CONS: Its hard to make changes once the prodaction completed, would reccomend to take more serios some of the bugs and features , making more progress between edition, so the customers can see deffrnce between editions.

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Great Poor

An in-depth ITSM tool with a range of functionalities

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 31.01.2021 Company Size: More than 100 Employees Industry: Information Services

PROS: Service desk and asset management are excellent and very in depth.

CONS: Service desk messaging could be simpler and some features are so in-depth that they become intimidating

What do you think about this review?

Great Poor

Great customer service support.

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Anonymous Reviewer
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 14.01.2021 Company Size: N/A Industry: N/A

PROS: They state the solution step by step and asking for confirmation if there is any other question I have regarding this request.

CONS: It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen.

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Great Poor

SysAid is great

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 12.01.2021 Company Size: More than 100 Employees Industry: Consumer Services

PROS: Easy to use Easy to set up Friendly interface Big data

CONS: Everything works great.

What do you think about this review?

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Why Sysaid is the best option for your campany

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Pablo Quintanilla
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 12.01.2021 Company Size: More than 100 Employees Industry: Telecommunications

PROS: sysaid is easy to use you can make different customs and it works very cloud and cloud version

CONS: I think the project manage could be better because it's so hard to make new projects or incidents

What do you think about this review?

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SysAid the Customer Support Engine

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Mary  Mwangi
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.01.2021 Company Size: More than 100 Employees Industry: Banking

PROS: Incident management and reporting Change management and reporting Work flow management Tasks and Projects management Dashboard displaying number of incidents and what business units are doing or not doing Where to improve. Knowledge Base management

CONS: What could work better is if the system could auto retrieve the knowledge base resolution once a new incident is raised with the same details as the one whose resolution was saved.

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A good powerful and cost-effective ITSM application

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Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 10.01.2021 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: SysAid provides a powerful, full-suite functions which most organizations are looking for. Also, it is very cost-effective which you can purchase the modules that fit your needs and budget. You can add/remove the modules as your organization grows. You can simply use as the Helpdesk (service tickets, chat, dashboard and reports), and then add user management, asset management, patch management, remote support, etc.

CONS: The application is powerful and full of potential. It is important to implement it right from the beginning. Starting from the requirement, design, implement, customization, all the way to the user training. Their staffs are talent and professional, but they normally won't do the hand-in-had, baby-step guides that well as some vendors. I experience is if I asked the right questions, I got right answers. If I asked a very general question, I got a general answer.

What do you think about this review?

Great Poor

Sysaid makes my job easier

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Anonymous Reviewer
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 10.01.2021 Company Size: More than 100 Employees Industry: Airlines/Aviation

PROS: This product is very flexible, adaptable to current technologies, continuous feature additions, limitless reporting option, customizable to needs.

CONS: Self-paced training could be added

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Excellent implementation and support teams

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Blair
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 24.10.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: SysAid's implementation team knew what they were doing. We didn't run into any problems during the process. As of now, we have no issues with the system. In fact, we are highly satisfied with it, especially with the patch management module that addresses recurring bugs. Moreover, we are looking into changing our ITSM platform to SysAid because we have seen that this software has many capabilities.

CONS: We used to have problems dealing with time differences but SysAid changed it because they made sure to reach out to us at a good time. However, we have one issue. That is the speed between the cloud servers we use for our tenants.

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My experience with SysAid

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Zakary
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 19.10.2019 Company Size: More than 100 Employees Industry: Computer Networking

PROS: SysAid is an incredibly user-friendly platform to the point that we did not request assistance from the support team in implementing the solution. It has been helpful in the resolution of issues since every user is now able to make reports/lodge tickets. Our service desk does not have to take phone calls frequently because of this. SysAid is also great at reporting, as it helps us understand data through a graphical presentation. This way, showing the boss our stats and problems is easy as well. What's more, SysAid does not fail in letting us know about new updates.

CONS: Our team is very satisfied with the platform. Since we started using it, we have not run into a problem. However, I would like to suggest that SysAid bundles some features together as well as provide webinars.

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Affordable and customizable service desk

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Tracy
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.10.2019 Company Size: More than 100 Employees Industry: Building materials

PROS: The assest management feature makes it easy to manage and track changes of our assets. The service desk has many incredible features. Apart form being affordable, it is easy to customize it and control every feature. The customer support is also amazing.

CONS: There are a few disadvantages. First, you cannot integrate SysAid with third party applications. Second, SysAid has a lot of features that makes it complex and difficult to set up. Third, email intergration is also missing. Lastly, SysAid lacks customizable dashboards that are available in other service desk applications.

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Great Poor

SysAidIT for clients

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Gerard
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.10.2019 Company Size: More than 100 Employees Industry: Information Technology

PROS: SysAid is very easy to setup. It only takes about 30 minutes to install it. You can start using it immediately afterwards. Thus, it saves on time and that makes it attractive.

CONS: There are a few disadvantages. The graphics on the configuration management tool is is limited to small spaces and mobile version such as Safari. This makes it less useful on the go. The graphics lack vertical scroll bars and thus hides the submit and apply buttons. The web version could be more useful if it had the verticla scroll capability.

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Offers many service desk benefits

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Melba
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 22.09.2019 Company Size: More than 100 Employees Industry: Information Technology

PROS: The cloud based app is an important assest management and internal task management tool for our organization. It makes deployment and maintenance easy. We can easily track and maintain our assets. It Integrates well with many databases such as SQL. That allows us to manage our assests life cycle and handle management reports. More so, there are reminders and notes for staff and management and that increases accountability.

CONS: Sometimes the support in the North America is not responsive. Nevertheless, the support does get me the help I need at times.

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My opinion regarding SysAid

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Nina
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 16.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: SysAid is a complete ticketing tool that organizes every ticket and helps us ensure that each one is resolved. We are glad for the mobile version of the solution because this means we can work on the go. There is even an option to take control of a user's monitor to help us fix issues. Plus, the platform is integrated with Qlick, which allows us to get the information we require quickly. Another thing I like is how users with no access to SysAid can send tickets just by pressing the F11 button on their keyboards. It's also nice that SysAid helps us learn more about the platform or the service desk process through weekly blog articles.

CONS: The cost goes higher when you need more administrators.

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Decreased monitoring and patching activities

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Marilie
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 11.09.2019 Company Size: 51-100 Employees Industry: Government Relations

PROS: SysAid has assisted our staff in keeping track of things that they need to do. It has very effective monitoring tools too that allow us to have a complete overview of every asset. This way, we do not have to spend so much time in implementing patches.

CONS: It would be nice if SysAid has a better notification service regarding the functions of configurations. This way, we can change them to ensure that they work for the issues we need to resolve.

What do you think about this review?

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SysAid is an excellent tool

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Elisabeth
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.08.2019 Company Size: 51-100 Employees Industry: N/A

PROS: SysAid has wonderful automation capabilities that let us save time. It is great in organizing tasks too so we can streamline our workdays. But best of all, it has a proactive asset management module that gives me an eagle-eye view of our company's assets. Plus, SysAid has tight security control while helping users access the system when they need to. On top of that, it allows our team to communicate with users easily.

CONS: SysAid needs to upgrade its project module because, at this time, it is not on par or above other tools.

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Effective and customizable tool

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Daniel
4/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.10.2018 Company Size: 11-50 Employees Industry: Hospital and Care

PROS: Our organization uses SysAid to manage service desk, SDLC and implementation process. It is fantastic and lightweight and fits perfect to our organization's needs since out iT bandwidth is less. We are able to connect all departments. Also, the support is great. Furthermore the software is HIPPA compliant and can be used anywhere.

CONS: There are issues that need to be addressed. First, the branding limitations should be expanded. Second, email integration and reporting capabilities should be need to be improved.

What do you think about this review?

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Smart service desk application

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Casey
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.09.2018 Company Size: More than 100 Employees Industry: N/A

PROS: SysAid is easy to customize according to the needs of your company unlike other applications that force you to modify your workflow according to the specs of their application. With SysAid, we have customized it to include the features that we need. Also, the customer service is good and they are always helpful whenever any issue arises.

CONS: There is a mismatch in version upgrading. Customers who use the onsite version are always a few versions behind cloud based customers who get updates early enough.

What do you think about this review?

Great Poor

Offers excellent and flexible service desk tool

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Gary
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 10.01.2018 Company Size: More than 100 Employees Industry: Telecommunication

PROS: SysAid is a very flexible and responsive product. New features added frequently, although the cloud version is updated on a regular basis compared to the on premise option. The on premise version of the software supports different types of databases when installed. The customer service is excellent. The staff keeps you up to date with new features and tutorials and guides you on how to set up new functions.

CONS: There is an issue that needs to be fixed. The software is complex and is time consuming and challenging to setup. Because of it's flexibility, it is challenging to customize to exactly what you want right away as it requires time to learn and understand it. You will need an experienced software adminstrator to set it up.

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The best ITIL Tool for helpdesk and ticketing monitoring system

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A perfect tool to cover all IT views in one database

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Published on: 19.12.2024 Company Size: More than 100 Employees Industry: Insurance
Louie Andre

By Louie Andre

B2B & SaaS market analyst and senior writer for FinancesOnline. He is most interested in project management solutions, believing all businesses are a work in progress. From pitch deck to exit strategy, he is no stranger to project business hiccups and essentials. He has been involved in a few internet startups including a digital route planner for a triple A affiliate. His advice to vendors and users alike? "Think of benefits, not features."

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FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

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