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What Is SysAid?

SysAid Help Desk & ITSM is an all-in-one ITSM software that helps organizations streamline IT operations and deliver better service. It includes a suite of tools for Ticketing Management, Problem & Change Management, Reporting, and built-in Asset management. SysAid ITSM is easy to use and configure, making it a good choice for organizations of all sizes. It is also highly scalable, so it can grow with your organization as your needs change.

Who Uses SysAid?

SysAid serves organizations spanning all industries and sizes from SMBs to Fortune 500 corporations. From our Help Desk to the ITSM+ edition, there is something to suit businesses of all magnitudes.

Where can SysAid be deployed?

Cloud-based
On-premise

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 205 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • No free version

SysAid does not have a free version but does offer a free trial.

Pricing plans get a free trial

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 205 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid videos and images

SysAid Software - SysAid Ticketing Tool
SysAid Software - SysAid Workflow Designer
SysAid Software - BI Analytics
SysAid Software - SLA Analysis
SysAid Software - SysAid Reporting
View 6 more
SysAid video
SysAid Software - SysAid Ticketing Tool
SysAid Software - SysAid Workflow Designer
SysAid Software - BI Analytics
SysAid Software - SLA Analysis
SysAid Software - SysAid Reporting

Features of SysAid

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Barcode/Ticket Scanning
  • CMDB Software
  • CPU Monitoring
  • Change Management Software
  • Chat/Messaging
  • Chatbot Software
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Customer Support Software
  • Customizable Branding
  • Customizable Reports
  • Customizable Templates
  • Dashboard Software
  • Drag & Drop
  • Email Management Software
  • Event Logs
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management Software
  • IT Asset Tracking
  • IT Reporting
  • Incident Management Software
  • Interaction Tracking
  • Inventory Management Software
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Network Monitoring Software
  • Patch Management Software
  • Performance Metrics
  • Performance Monitoring
  • Prioritization
  • Problem Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Release Management
  • Remote Access/Control
  • Remote Monitoring & Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management Software
  • Third Party Integrations
  • Ticket Management
  • Uptime Reporting
  • User Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives to SysAid

InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO. Learn more about InvGate Service Desk
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Web-based Open Source ITSM and Service Desk Software. It provides automatic inventory, software deployment & ITIL compatible Helpdesk.
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you. Learn more about SolarWinds Service Desk
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Design, automate, deliver, and manage critical IT and business services across your digital enterprise with ServiceDesk Plus. Learn more about ManageEngine ServiceDesk Plus
Making businesses agile through enterprise service management, asset management and ITIL service desk.
Thousands of MSPs and IT Departments use Kaseya VSA IT management software to automate IT. Start your free trial! Learn more about Kaseya VSA

Reviews of SysAid

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sarah
Sarah
System Administrator in US
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

We can track resolved incidents and help customers solve them quickly

5.0 9 months ago

Comments: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Pros:

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Cons:

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Great ITSM platform with great capabilities

4.0 last month New

Comments: SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Pros:

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Cons:

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

Jae
Network Engineer/Administrator in US
Transportation/Trucking/Railroad, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Behind the times.

3.0 6 years ago

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

Pros:

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Cons:

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

SysAid Technologies Response

6 years ago

Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed

Simon
Digital Services Partner in UK
Civic & Social Organization, 51–200 Employees
Used the Software for: 1-5 months
Reviewer Source

Sysaid ITSM

5.0 3 weeks ago New

Comments: Excellent from start to finish during implementation.

Pros:

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Cons:

Nothing stands out. We found everything so good.

Alternatives Considered: Freshservice and HaloPSA

Reasons for Choosing SysAid: We needed more features and better support.

Switched From: Spiceworks

Reasons for Switching to SysAid: Better value for money for the features packaged.

Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Robust and affordable IT management tool

4.0 7 months ago

Comments: We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.

Pros:

The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.

Cons:

It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.