What is SysAid?
Pros from reviewers
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Effective ITSM tool: SysAid is a comprehensive IT Service Management tool that allows organizations to implement and monitor ITIL procedures and standards. It is used to log all incidents and requests, enabling users to track the status of their requests and reported incidents without the need for constant email exchanges or inquiries.
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Customizable self-service portal: The self-service portal is customizable and can be easily branded to fit an organization's needs. It allows clients and users to track their requests and incidents, reducing the need for constant communication and follow-ups.
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Workflow automation: SysAid offers a Workflow manager that can automate several forms and processes such as move requests, equipment requests, and on- and off-boarding. This feature enhances efficiency and reduces manual work.
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Integration options: SysAid offers numerous integration options with Office Automation, Collaboration Tools, Monitoring Tools, and Project Management Tools. This makes it a versatile tool that can fit into various IT environments.
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Cost-effective and user-friendly: SysAid is a cost-effective solution that is relatively easy to set up and use. It offers a user-friendly interface and allows for automation of tasks through its workflows. It also provides multiple communication channels for end users, enhancing the overall user experience.
Cons from reviewers
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Communication difficulties with the company: Some users have reported difficulties in communicating with SysAid's support team, which is based in Israel and has representatives in various locations around the world. This can lead to misunderstandings and delays in resolving issues
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More suited for larger teams: SysAid offers a comprehensive range of features, but these may not all be necessary or useful for smaller teams, leading to underutilization of the software
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Limited reporting capabilities: While SysAid does offer reporting features, some users have reported that these could be improved, particularly in terms of automation and AI capabilities, which the company plans to implement in the future.
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Limited customization options: While SysAid offers some customization options, users have reported that these are not extensive enough to fully meet their needs, particularly in terms of ticket sorting and viewing
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Outdated interface: Some users have reported that SysAid's interface is outdated, although the company is planning to launch a new UX/UI in the near future
Main features
Starting Price
Free Plan
Instant IT support
Effortless asset management
Insightful reporting
Knowledge base
Streamlined incident management
Starting Price
N/A
Free Plan
No
Instant IT support
Effortless asset management
Insightful reporting
Knowledge base
Streamlined incident management
How SysAid compare to similar software?
Product
Price
N/A
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
No available deal at the moment
Who is SysAid best for according to our reviewers?
End Users: SysAid provides multiple communication channels for end users, including a user-friendly interface, self-service portal, and MS Teams chat bot. It allows end users to track the status of their requests and reported incidents, and offers automatic notifications to update both end-users and admins about a service record.
IT Technicians: SysAid is a comprehensive ITSM tool used by IT technicians to implement and monitor ITIL procedures and standards. It allows them to log all incidents and requests, and offers numerous integration options with other tools such as Office Automation, Collaboration Tools, Monitoring Tools, and Project Management Tools
Large Organizations: SysAid is well-suited for larger organizations, offering advanced features like remote support and bot usage via MS Teams. It provides a customizable self-service portal and enables automation of several forms and processes
Small Businesses: While SysAid is more suited for larger teams, it can also be used by small businesses. However, they may not utilize all its functionalities. It offers a cost-effective help desk solution that is relatively simple to set up
Public Sector: SysAid is used by one of the largest software suppliers in the public sector in South Africa for all their Helpdesk/Support processes. It offers excellent value for money, support, and services
SysAid Reviews
4.4
SysAid rating
4.5
Ease of use
4.5
Customer service
4.5
Value for money
4.4
Likelihood to recommend
4.5
Features
24 SysAid Reviews
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Irene Martinez
SysAid Software Review
When I encounter a problem, I can reach out to a support agent, some of whom are extremely helpful. I can also create and customize workflows to meet my needs, which is very beneficial.
September 15, 2024
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Alexander Smith
Efficient IT Issue Resolution with Incident Management Module
The software's incident management module has been particularly useful in managing and resolving IT issues promptly and efficiently
September 10, 2024
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Janice R
Superb ITSM with Outstanding Service
I have been using SysAid as my ITSM for over 5 years and it has been extremely successful. The simplicity of setting up our self-service portal and knowledge base has been crucial in sharing our cloud product help content, reducing our ticket volume by 5%. Our CSM and their customer service representatives are always quick to respond to our queries. I appreciate that they value user experiences and highlight successes at their annual virtual SMART conference. I have participated as both a speaker and attendee, gaining new insights each time.
September 3, 2024
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Heath S
SysAid's Automation Boosts Efficiency and Response Times
The automation capabilities of SysAid have significantly improved our efficiency by reducing manual tasks. For instance, we've automated ticket routing, which has sped up response times
August 27, 2024
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Nash G
SysAid: Premier ITIL-Based IT Support Tool on the Market
I have been a SysAid user for nearly 5 years and I am extremely satisfied with both the system and the support. I have committed to another 3 years with SysAid and am looking forward to transitioning to the cloud version next month. I appreciate their continuous development, ensuring I won't be left behind with outdated technologies. The ticket management, reporting, and classifications are key features that led me to choose SysAid as a long-term partner. The workflow functionality and team integration are set to revolutionize my business, so I am eager to progress with SysAid Cloud. The customization is also a significant advantage for me. The old-style interface is a thing of the past as we move to the cloud and a new UX/UI is set to launch early next year. I chose SysAid over Helpdesk due to financial reasons and the superior customization options.
August 19, 2024
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Paul A
SysAid's Exceptional Patch Management: Ensuring System Security and Updates
The patch management feature of SysAid is excellent. It helps us keep all our systems up-to-date and secure
August 10, 2024
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Jacob J
SysAid: The Champion's Choice for Service Desk Software
As one of the largest software suppliers in the public sector in South Africa, we use SysAid for all our Helpdesk/Support processes. Given its excellent value for money, support, and services, we couldn't possibly replace SysAid.
August 4, 2024
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Melissa F
Streamlined Asset Management and Empowered Employees with Self-Service Portal
its asset management feature has significantly streamlined our inventory tracking process. The software's self-service portal has empowered our employees to resolve minor issues on their own, reducing the workload on our IT department
July 27, 2024
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Joyce R
Top-Notch Customer Support: SysAid's Responsive and Knowledgeable Assistance
Lastly, the customer support provided by SysAid is top-notch. They are responsive, knowledgeable, and always ready to assist.
July 20, 2024
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Madison W
Superb Ticket Management Software
I find SysAid to be an excellent tool for ticket management. It has boosted our efficiency by enabling us to update both end-users and admins about a service record in one step through automatic notifications. We use it daily as our sole ticket management tool for our help desk operations.
July 13, 2024
