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SysAid Review

SysAid
Our score: 9.0 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.

It is the perfect marriage of help desk and asset management tools for those who need them. This is made possible as the platform comes in different modules. You can start with a single module and work your way up as needed or when your people gets the hang of asset management. It supports practically both iOS and Android-based mobile devices, making the platform accessible to users anytime, anywhere.

The solution is an all-in-one IT service management solution that includes a robust incident and service request management module, IT asset management, chat, mobile device management, mobile apps and industry benchmarking functionalities.

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

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:

Flexible IT Help Desk and Asset Management Platform

SysAid is an IT help desk and asset management solution rolled into one. It provides notifications to specific devices and does not require a separate login for asset management with its Lightweight Directory Access Protocol authentication. With SysAid’s inventory management system, network and mobile devices are easily detected, eliminating the need for manual entry or importation. Monitoring and remote desktop are also provided to Windows servers and IT personnel are allowed to handle outages and other IT-related issues with ease.

Help Desk and Remote Asset Management

The system is designed to automate help desk, remotely manage and control assets and analyze performance, among other functions. The app is capable of knowing when to escalate support challenges and how to go about it. Inventory management and service history can also be tracked using the asset management software. Its ticket management system can automate virtually any help desk task and activity. The app automatically integrates any service request that comes in via email. What makes things even better is that it generates help desk performance, service quality, assets and tasks reports.

System Setup

Setup, although seemingly complicated at a glance can be quickly learned. The vendor provides training and you can find free videos on their website. It is recommended that you watch these videos if you encounter any problem using the interface. An asset management dashboard allows users to see their assets listed by type. It also allows you to see only information that you want to see on the dashboard. The platform is designed to run as an IT help desk, however, if you prefer otherwise, the system can be configured to do more than this. For the asset management-only option, users would need time to learn to use this feature but it offers a wide array of functionalities for those who need them.

Incident Management

The solution’s incident management functionalities allow service desk staff to log, manage, process and report IT-related issues in accordance with ITIl best practices. This enhances both visibility and communication, along with customer satisfaction. Aside from this, SysAid can better organize the problem management workflow, which can remarkably boost RFC control and management and IT asset tracking through a configuration management database. With the application, users can come up with and manage service level targets and contracts.

Remote Desktop Support

By default, SysAid’s remote desktop can run on most Windows versions. An added feature is its mobile support, which uses HTML5 client. From such devices, you can view the status of the server and see your assets through a mobile browser. In addition, the solution supports Virtual Windows servers, along with on premise servers. Using mobile apps, the system can view, create and update IT-related incidents and service requests. The solution integrates seamlessly with third-party applications such as Google Apps, JIRA and Salesforce.

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

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. Bird’s-Eye View on Support

All incidents have various resolutions, where each resolution involves a process of gathering information as part of the troubleshooting and classification of that incident. This could include finding out what OS version the user is running and what software version. It could be figuring out what change took place that caused the incident, or it could be checking the history.

SysAid automatically and constantly gathers all the information and makes it all available (permission-based), from within the incident, to anyone involved in the lifecycle of resolving the issue. This dramatically increases the efficiency of the teams involved in providing IT services to your organization.

2. ITIL for the People

All companies manage changes and have some processes surrounding such changes. ITIL provides a framework for managing the process of such changes. One of the most important part of the process is to document the actual change for future reference and troubleshooting. SysAid allows you to launch a complete change management process that can be fully customized to your specific needs. A great starting point would be just to document the change for reference.

3. Having a Tool that Works for You and Not the Other Way Around

There are many ITSM tools out there and they all do a decent job. Sometimes, though, decision makers fail to take into consideration that there are additional costs beyond the license costs, e.g. the one-time-only resources required to get the solution up and running, and then the ongoing resources you need to keep the solution functioning and tuned to your needs. We see this a lot in the ERP area – where you need dedicated experts just to be able to “run” the software.

SysAid has invested a lot in simplifying the features and allowing you to utilize them without any expert skills or additional resources. Out of the thousands of organizations using SysAid, you will rarely find a job position dedicated to maintaining the system – enabling you and your team to focus on the service you provide, not on the tool, thereby optimizing your team’s time to the fullest.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

SysAid Position In Our Categories

Knowing that businesses have special business-related demands, it is logical that they steer clear of purchasing a one-size-fits-all, ideal business application. Still, it would be hard to find such a software product even among well-known software solutions. The better thing to undertake is to write down the several key functions that need analysis like major features, price plans, skill ability of staff, business size, etc. The second step is, you must conduct your product research fully. Read some SysAid evaluations and explore the other applications in your list more closely. Such detailed research guarantees you stay away from mismatched applications and select the one that offers all the function your company requires.

Position of SysAid in our main categories:

TOP 20

SysAid is one of the top 20 Customer Support Software products

TOP 10

SysAid is one of the 10 Help Desk Software products

TOP 10

SysAid is one of the top 10 IT Asset Management Software products

SysAid is also listed in the following subcategories:

There are trendy and widely used applications in each software group. But are they necessarily the best fit for your enterprise’s unique wants? A market-leading software solution may have thousands of users, but does it offer what you require? For this reason, do not blindly invest in popular systems. Read at least a few SysAid Help Desk Software reviews and think about the elements that you wish to have in the software such as the price, main functionality, available integrations etc. Then, shortlist a few apps that fit your wants. Check out the free trials of these apps, read online opinions, get clarifications from the seller, and do your investigation meticulously. This exhaustive research is sure to assist you find the best software solution for your company’s specific wants.

How Much Does SysAid Cost?

SysAid Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

SysAid provides tailored pricing by quote which can be requested by phone.

User Satisfaction

Positive Social Media Mentions 103
Negative Social Media Mentions 3

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and SysAid reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with SysAid. With that information at hand you should be equipped to make an informed buying decision 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

  • Free
  • Annual Subscription
  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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SysAid Comparisons

SysAid user reviews

Excellent implementation and support teams

Read full review >
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

My experience with SysAid

Read full review >
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

Affordable and customizable service desk

Read full review >
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

SysAidIT for clients

Read full review >
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

Offers many service desk benefits

Read full review >
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

What are SysAid pricing details?

SysAid Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

SysAid provides tailored pricing by quote which can be requested by phone.

What integrations are available for SysAid?

At the moment, SysAid has 3 Embeddables built into the solution that are sold as part of the system, and not as an outsource integration. They are constantly working to add more.

Here are the details:

1. BI Analytics – Powered by Qlik
2. TeamViewer for a robust Remote control solution
3. GFI Software to Offer Superior Patch Management Capabilities.

In addition, they offer many more Add-Ons and Third-Party Integrations.

SysAid average rating:

Average score
5/5 (11 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

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ADD A REVIEW

The most favorable review

Gary

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.

Reviewed 2 years ago

Read full review >

The least favorable review

Daniel

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.

Reviewed 1 year ago

Read full review >

More reviews from 11 actual users:

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  • Latest
  • Most useful
  • Most positive
  • Most negative

Excellent implementation and support teams

Read full review >
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.

What do you think about this review? Great Poor

My experience with SysAid

Read full review >
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.

What do you think about this review? Great Poor

Affordable and customizable service desk

Read full review >
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.

What do you think about this review? Great Poor

SysAidIT for clients

Read full review >
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.

What do you think about this review? Great Poor

Offers many service desk benefits

Read full review >
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.

What do you think about this review? Great Poor

My opinion regarding SysAid

Read full review >
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.

What do you think about this review? Great Poor

Decreased monitoring and patching activities

Read full review >
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? Great Poor

SysAid is an excellent tool

Read full review >
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.

What do you think about this review? Great Poor

Effective and customizable tool

Read full review >
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? Great Poor

Smart service desk application

Read full review >
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

Read full review >
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.

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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