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SysAid REVIEW

Help Desk Software

6 user reviews
USER SATISFACTION 98%
OUR SCORE 9.0

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

SysAid Position In Our Categories

Position of SysAid in our main categories:

10

SysAid is one of the top 10 Customer Support Software products

10

SysAid is one of the top 10 Help Desk Software products

10

SysAid is one of the top 10
Customer Support Software products

10

SysAid is one of the top 10
Help Desk Software products


SysAid is also listed in the following subcategories:

Category:Position:Category:Position:
Help Desk & Ticketing Software#5 IT Service Management Software#3
Service Desk Software#3
Category:Position:
Help Desk & Ticketing Software#5
IT Service Management Software#3
Service Desk Software#3

If you are considering SysAid it might also be beneficial to analyze other subcategories of Best Help Desk Software gathered in our base of B2B software reviews.Industry-Specific Help Desk Software, Service Desk Software

Since each enterprise has particular business requirements, it is sensible for them to desist from searching for a one-size-fits-all faultless software application. Needless to say, it would be useless to try to find such a system even among widely used software platforms. The clever thing to do would be to catalog the various essential elements that need consideration such as main features, finances, skill levels of workers, company size etc. Then, you should do your research thoroughly. Read some SysAid reviews and look into each of the other systems in your shortlist in detail. Such in-depth groundwork can make sure you discard ill-fitting systems and zero in on the solution that presents all the aspects you require for business success.

How Much Does SysAid Cost?

SysAid Pricing Plans:

SysAid offers both SaaS and on-premise options, and three editions. Contact the vendor directly for a price quote.

Basic

  • Help desk
  • Ticketing
  • Full Asset Management.

Full

All Basic edition features, plus:

  • Help Desk
  • Ticketing
  • Asset Management
  • Self-Service Portal
  • Knowledge Base
  • Remote Control

A la Carte

  • Help desk
  • Ticketing
  • Asset management
  • Self-Service Portal
  • Knowledge base
  • Remote control
  • ITIL (Change/Problem/Incident Management)
  • CMDB
  • SLA/SLM
  • Unlimited configurable fields
  • Third-party integrations
  • Multiple email boxes
  • API

The company also offers free access to the SysAid community, 3-Tier support and maintenance, and a 90-days money back guarantee.

User Satisfaction

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.

POSITIVE SOCIAL MENTIONS

103

NEGATIVE SOCIAL MENTIONS

3

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
  • Germany
  • Spain
  • Italy
  • Portugal
Pricing Model
  • Quote-based
Customer Types
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

SysAid User Reviews


Daniel 2 months ago
Verified
user



Melba 3 months ago
Verified
user



Gerard 4 months ago
Verified
user


What are SysAid pricing details?

SysAid Pricing Plans:

SysAid offers both SaaS and on-premise options, and three editions. Contact the vendor directly for a price quote.

Basic

  • Help desk
  • Ticketing
  • Full Asset Management.

Full

All Basic edition features, plus:

  • Help Desk
  • Ticketing
  • Asset Management
  • Self-Service Portal
  • Knowledge Base
  • Remote Control

A la Carte

  • Help desk
  • Ticketing
  • Asset management
  • Self-Service Portal
  • Knowledge base
  • Remote control
  • ITIL (Change/Problem/Incident Management)
  • CMDB
  • SLA/SLM
  • Unlimited configurable fields
  • Third-party integrations
  • Multiple email boxes
  • API

The company also offers free access to the SysAid community, 3-Tier support and maintenance, and a 90-days money back guarantee.

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. For more details, please visit their marketplace https://www.sysaid.com/it-service-management-software/marketplace.

User reviews


User reviews in total: 6

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The most favorable review

Daniel

2 months ago


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.

The least favorable review

Melba

3 months ago


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.

Published 2 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
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...



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Published 5 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
SysAid is easy to customize according to the needs of your company unlike other applications that force you to


What do you think about this review? Great Poor

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