What users are saying about
15 Ratings
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Score 8.8 out of 101
22 Ratings
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Score 7.6 out of 101

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Likelihood to Recommend

Agiloft Flexible Service Desk Suite

It is ideal for managing a wide range of business processes from CRM to technical support. We use it for issue tracking and technical support. We also used it to create a highly structured knowledgebase with contributor content. It might be less appropriate for detailed quantitative modeling
Max Henrion profile photo

SysAid

Well suited to organisations that only want to manage a service desk, not really suited for DevOps. Difficult to implement a solution across multiple teams.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
SysAid
7.3
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
SysAid
9.0
Service restoration
Agiloft Flexible Service Desk Suite
10.0
SysAid
7.0
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
SysAid
6.0
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
SysAid
6.9
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
SysAid
8.0
Expert directory
Agiloft Flexible Service Desk Suite
SysAid
7.3
ITSM collaboration and documentation
Agiloft Flexible Service Desk Suite
SysAid
7.3

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
SysAid
6.0
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
SysAid
6.5
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
SysAid
4.9
Asset management dashboard
Agiloft Flexible Service Desk Suite
SysAid
6.5

Change management

Agiloft Flexible Service Desk Suite
9.8
SysAid
7.7
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
SysAid
8.0
Service-level management
Agiloft Flexible Service Desk Suite
10.0
SysAid
8.0
Change calendar
Agiloft Flexible Service Desk Suite
SysAid
7.0

Pros

  • There is a great deal of flexibility available to configure the product to meet specific needs.
  • The notification system is particularly robust, although in order to send text messages we must send email to #####@cellprovider. It works well though!
  • The rules and workflow help to standardize internal processes and improve ease of use for both end users and employees.
No photo available
  • Ease of entering tickets. The last thing a user having a problem wants is a problem reporting their difficulty to the IT Department. With SysAid, this is never aa issue.
  • Ease of tracking tickets. Keeping from getting swamped by a wave of problem tickets and yet still making sure that every one of them is responded to promptly is critically important. SysAid's tracking and notification features make sure nothing every gets missed.
  • KnowledgeBase. While we are still a small department, we deal with a wide array of problems. Knowledge transfer does not always occur as it should. SysAid allows each of us to add the relevant information the KnowledgeBase so it will be available to all.
Jeff Daniels profile photo

Cons

  • They could build a slicker look to the graphical charts output for the reports. These look a bit dated, and I would like the ability to customize them more.
  • I find that some features of the tool are difficult to find, and aren't necessarily in the most common sense of places. This definitely eases with experience with the tool, but initially it will take some time just to figure out the setup of the tool and where things are located. For example, permissions can be set on many different levels, which is great, but logically finding where to find the differing permission levels is difficult at first. I would suggest attending their admin training session to initiate yourself with the tool at first, so you're not as reliant on Agiloft initially to guide you in building the tool, which can get expensive.
Michael Canino profile photo
  • The version of SysAid we used was the free version so it had limitations on the amount of users we could have using the product. I'm sure there were other features that we didn't have, but it worked for what we needed it for.
  • You have to install the client on each machine that you want to remote into. This was the requirement when I used the product, but that could have since been changed or there may be a better solution with the premium versions.
No photo available

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We're comfortable and happy with our purchase of Agiloft. Our end users have been happy with the tool, and appreciate the time savings and efficiency it has gave them. Agiloft also appears to actually care about you being a customer, which makes a difference to me.
Michael Canino profile photo
No score
No answers yet
No answers on this topic

Usability

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
SysAid3.0
Based on 1 answer
It definitely requires a lot of getting used to. The layout and UI is very technical. I could imagine IT people would get a grasp of it quickly, but regular end users not so much.
No photo available

Support

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
No score
No answers yet
No answers on this topic

Alternatives Considered

I was not in the selection process to choose a vendor, so I cannot comment on this.
Michael Canino profile photo
In my opinion, SysAid is much easier to use than similar products I've used and it allows for remote assistance within the tickets, which is always a plus. With a much easier to use interface, I think any user can figure out how to use the system. Overall, SysAid provided us with a great experience for what we needed at the time.
No photo available

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Increased employee efficiency as end users can quickly request and find someone to fix IT issues.
  • Better customer service in ways that the email update features allows end users to track the handling of requests by support technicians.
  • Time management feature inside of tickets allows management to track when request are being worked and from what time frame the request are being handled.
Javar Davis Jordan profile photo

Screenshots

SysAid

Pricing Details

Agiloft Flexible Service Desk Suite

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

SysAid

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