What users are saying about
4 Ratings
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105 Ratings
4 Ratings
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Score 9 out of 100

SysAid

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105 Ratings
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Score 6.6 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

SysAid

When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.
Giovanni Mattei | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
SysAid
7.3
Organize and prioritize service tickets
365Ticketing
7.0
SysAid
7.9
Expert directory
365Ticketing
8.0
SysAid
6.8
ITSM collaboration and documentation
365Ticketing
8.0
SysAid
7.0
Ticket creation and submission
365Ticketing
8.0
SysAid
Ticket response
365Ticketing
9.0
SysAid
Service restoration
365Ticketing
SysAid
7.2
Self-service tools
365Ticketing
SysAid
7.8
Subscription-based notifications
365Ticketing
SysAid
7.1
ITSM reports and dashboards
365Ticketing
SysAid
7.1

Self Help Community

365Ticketing
9.0
SysAid
Internal knowledge base
365Ticketing
9.0
SysAid

Multi-Channel Help

365Ticketing
9.0
SysAid
Email support
365Ticketing
9.0
SysAid

ITSM asset management

365Ticketing
SysAid
7.2
Configuration mangement
365Ticketing
SysAid
6.3
Asset management dashboard
365Ticketing
SysAid
6.5
Policy and contract enforcement
365Ticketing
SysAid
8.7

Change management

365Ticketing
SysAid
8.0
Change requests repository
365Ticketing
SysAid
7.9
Change calendar
365Ticketing
SysAid
8.7
Service-level management
365Ticketing
SysAid
7.5

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

SysAid

  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
Anonymous | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

SysAid

  • Routing rules view can't be customized (that I know of) and it lacks filters.
  • Incidents have a sub-type, requests don't - I would prefer sub-type on both.
  • User groups - some problems with synchronization (for years we had no problems, and in the last couple a few times).
Anonymous | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.7
Based on 3 answers
It is a product that has come to meet the expectations we had and exceeds them. It is very versatile, it has been a great help to us. We are very happy, we have been able to measure the attention, response times and satisfaction of the end-users.
MIGUEL BERRIOS | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.2
Based on 21 answers
It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.
Cesar Omar Ramirez Garcia | TrustRadius Reviewer

Reliability and Availability

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 9.0
Based on 1 answer
It is always available and whenever need any maintenance, we receive an outage mail prior the outage
Anonymous | TrustRadius Reviewer

Performance

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 10.0
Based on 1 answer
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid
Anonymous | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.2
Based on 35 answers
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.
Anonymous | TrustRadius Reviewer

Implementation Rating

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.0
Based on 1 answer
I am just a user so can't comment of implementation part.
Anonymous | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

SysAid

I like SysAid more than Remedy as it is much simpler to use and admin. Remedy is too confusing and busy for me to get much out of it.I like Jira Service Desk more than SysAid as the UI is more modern and I was able to create automations.
Christopher Sawyer | TrustRadius Reviewer

Scalability

365Ticketing

No score
No answers yet
No answers on this topic

SysAid

SysAid 9.0
Based on 1 answer
This is very reliable and essential ticketing tool
Anonymous | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

SysAid

  • Negative - having to contact support almost every time I want to do something, so that they can show me where/how to do it.
  • Positive - their support team is amazing and very quick, so when I do need them, I can usually get things done fast.
  • Workflows have added a level of support that we didn't know existed in a product and will be opening up a whole new world of processes we will benefit greatly from.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

SysAid

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

SysAid Editions & Modules

Additional Pricing Details
SysAid service desk is packaged with all-inclusive features for one low price. Offered in cloud or on-premise.

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
SysAid
6.2

Likelihood to Renew

365Ticketing
SysAid
8.7

Usability

365Ticketing
SysAid
8.2

Reliability and Availability

365Ticketing
SysAid
9.0

Performance

365Ticketing
SysAid
10.0

Support Rating

365Ticketing
SysAid
8.2

Implementation Rating

365Ticketing
SysAid
8.0

Scalability

365Ticketing
SysAid
9.0

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