What users are saying about
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Top Rated
166 Ratings
65 Ratings
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Score 7.9 out of 100

SysAid

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Top Rated
166 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Remote Administration

    6.6

    Cisco Webex Support

    66%

    SysAid

    Feature Set Not Supported
    N/A
    Cisco Webex Support ranks higher in 14/14 features

    Screen sharing

    8.2
    82%
    9 Ratings
    N/A
    0 Ratings

    File transfer

    8.3
    83%
    9 Ratings
    N/A
    0 Ratings

    Instant message

    7.4
    74%
    7 Ratings
    N/A
    0 Ratings

    Secure remote access with Smart Card authentication

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Access to sleeping/powered-off computers

    6.0
    60%
    5 Ratings
    N/A
    0 Ratings

    Over-the-Internet remote session

    7.9
    79%
    9 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    4.4
    44%
    6 Ratings
    N/A
    0 Ratings

    Remote management of servers & workstations

    1.7
    17%
    5 Ratings
    N/A
    0 Ratings

    Remote Active Directory® management

    5.7
    57%
    5 Ratings
    N/A
    0 Ratings

    Centralized management dashboard

    6.8
    68%
    7 Ratings
    N/A
    0 Ratings

    Session record

    8.6
    86%
    7 Ratings
    N/A
    0 Ratings

    Annotations

    6.9
    69%
    7 Ratings
    N/A
    0 Ratings

    Monitoring and Alerts

    6.4
    64%
    5 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    5.2
    52%
    7 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    8.5

    SysAid

    85%
    SysAid ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.8
    88%
    122 Ratings

    Expert directory

    N/A
    0 Ratings
    8.5
    85%
    96 Ratings

    Service restoration

    N/A
    0 Ratings
    8.4
    84%
    84 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.8
    88%
    116 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.0
    80%
    84 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.5
    85%
    96 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.5
    85%
    101 Ratings

    ITSM asset management

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    8.4

    SysAid

    84%
    SysAid ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    8.8
    88%
    97 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.0
    80%
    101 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    8.5
    85%
    69 Ratings

    Change management

    Cisco Webex Support

    Feature Set Not Supported
    N/A
    8.6

    SysAid

    86%
    SysAid ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    86 Ratings

    Change calendar

    N/A
    0 Ratings
    8.6
    86%
    71 Ratings

    Service-level management

    N/A
    0 Ratings
    8.6
    86%
    89 Ratings

    Attribute Ratings

    • SysAid is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    7.4

    Cisco Webex Support

    74%
    11 Ratings
    8.7

    SysAid

    87%
    124 Ratings

    Likelihood to Renew

    9.1

    Cisco Webex Support

    91%
    3 Ratings
    9.2

    SysAid

    92%
    13 Ratings

    Usability

    7.0

    Cisco Webex Support

    70%
    1 Rating
    8.8

    SysAid

    88%
    40 Ratings

    Availability

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    4 Ratings

    Performance

    Cisco Webex Support

    N/A
    0 Ratings
    9.2

    SysAid

    92%
    4 Ratings

    Support Rating

    1.2

    Cisco Webex Support

    12%
    5 Ratings
    8.6

    SysAid

    86%
    51 Ratings

    In-Person Training

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    2 Ratings

    Online Training

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    2 Ratings

    Implementation Rating

    Cisco Webex Support

    N/A
    0 Ratings
    8.5

    SysAid

    85%
    7 Ratings

    Configurability

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    2 Ratings

    Contract Terms and Pricing Model

    Cisco Webex Support

    N/A
    0 Ratings
    8.4

    SysAid

    84%
    13 Ratings

    Ease of integration

    Cisco Webex Support

    N/A
    0 Ratings
    5.0

    SysAid

    50%
    2 Ratings

    Product Scalability

    Cisco Webex Support

    N/A
    0 Ratings
    8.8

    SysAid

    88%
    4 Ratings

    Professional Services

    Cisco Webex Support

    N/A
    0 Ratings
    8.8

    SysAid

    88%
    8 Ratings

    Vendor post-sale

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    3 Ratings

    Vendor pre-sale

    Cisco Webex Support

    N/A
    0 Ratings
    9.1

    SysAid

    91%
    3 Ratings

    Likelihood to Recommend

    Cisco

    We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
    Read full review

    SysAid Technologies

    Some scenarios where this software is extremely helpful would be with tracking IT-related issues. When I have a lot going on and not a large IT staff, this helps manage those issues and make sure that they do not fall through the cracks. This was an issue that I was having where similar issues would arise in the future. This software also allows you to create a knowledge base making it much easier to solve similar issues as they arise so that you can share those articles with users. I think this would be less useful if you already have a system that works for your company, as it would take time to teach the users a new way to interact with the IT teams.
    Read full review

    Pros

    Cisco

    • Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
    • Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
    • Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
    Read full review

    SysAid Technologies

    • Ease of use for end users creating tickets from their own Self-Service Portal (which is tied into Windows Active Directory so no login is needed).
    • Ease of use and management of tickets by the IT staff.
    • Flexibility. We currently have IT teams associated with a single program, a single department, and all other IT items. SysAid allows us to easily manage this, add to it, change it, etc.
    • Support - SysAid support has remained consistently great throughout the years that we have had the product. That is a fairly rare thing for hosted solutions these days.
    • Expandability. We have a lot more that we can still do with the product and are working on expanding what it can do as we move forward in time. There is a lot to this product overall.
    Read full review

    Cons

    Cisco

    • During initial setups it can be a little confusing.
    • The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
    • When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
    Read full review

    SysAid Technologies

    • The ability to do backups from within the system
    • Ability to add more widgets on the Dashboard instead of the current limitation of 6 per Dashboard
    • Simplified integration of cloud services like Office 365 and Google Workspace
    • Mobile app for both iOS and Android
    Read full review

    Pricing Details

    Cisco Webex Support

    Starting Price

    Editions & Modules

    Cisco Webex Support editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      SysAid

      Starting Price

      Editions & Modules

      SysAid editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        Required Free - $0

        Additional Details

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

        See Pricing

        Likelihood to Renew

        Cisco

        The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
        Read full review

        SysAid Technologies

        We are SysAid users since 2008 and we will continue to use SysAid years to come. We use SysAid for Asset Management and SysAid and we intend to keep it this way and there is no intention that we will replace SysAid with another system. SysAid has been reliable to use and has helped us with our day to day jobs
        Read full review

        Usability

        Cisco

        Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
        Read full review

        SysAid Technologies

        SysAid is easy to use and configure. There are some technical components to the configuration, but their implementation of the SysAid system allows for easy self-service. There was only one time that SysAid could not provide a solution to my direct need. We quickly found a workaround. The issue was integration with Microsoft Office 365 when it was first released. The connection between SysAid and Outlook was problematic. It was not long before SysAid had resolved the issue and provided that integration.
        Read full review

        Reliability and Availability

        Cisco

        No answers on this topic

        SysAid Technologies

        Ha habido pocas veces que no ha estado disponible pero siempre avisan con antelación cuando el servicio no estará activo por una situación controlada
        Read full review

        Performance

        Cisco

        No answers on this topic

        SysAid Technologies

        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
        Read full review

        Support Rating

        Cisco

        As a user of Cisco Webex Support, I have never had to contact Cisco for technical support as it is a very easy to use tool.
        Read full review

        SysAid Technologies

        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.
        Read full review

        In-Person Training

        Cisco

        No answers on this topic

        SysAid Technologies

        My team was greatly assisted and trained well. Despite the time zone difference the trainer made every effort to be available during times that were suitable for us and the assistance and help offered was extremely appreciated by my team. A wonderful experience by the team.
        Read full review

        Online Training

        Cisco

        No answers on this topic

        SysAid Technologies

        Training was well structure and delivered. Questions were thoroughly answered and any issues we had were provided with support and help.
        Read full review

        Implementation Rating

        Cisco

        No answers on this topic

        SysAid Technologies

        It is recommended that it be synchronized with the active directory for a better experience, also using the network scanning tools are very useful both to maintain your hardware and software inventory. See all the documentation found on the portal where they suggest good practices for the use of SysAid and exploit it from the first time
        Read full review

        Alternatives Considered

        Cisco

        I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
        Read full review

        SysAid Technologies

        Unlike autotask, SysAid is open to small companies which allowed us to use professional ticketing tools that we would've otherwise not had access to. SysAid has also worked with us professionally on a one-to-one basis with annual meetings and pop-up discussions. You can get a one-on-one scheduled very quickly and get all the answers you need.
        Read full review

        Contract Terms and Pricing Model

        Cisco

        No answers on this topic

        SysAid Technologies

        When we purchase it, the plans were different and mainly we acquired lifetime licenses. in the past year, we migrated to the cloud version. In both cases, the pricing structure was accurate, although they could provide some extra flexibility to pay for exactly what we need in the business.
        Read full review

        Scalability

        Cisco

        No answers on this topic

        SysAid Technologies

        Le doy esta calificación porque los módulos que contiene se pueden usar para casi cualquier departamento, tanto gestión de tickets como inventarios de equipos, hemos utilizado una versión gratuita en Ingeniería para gestionar sus tiempos en las tareas asignadas, es lo único que utilizan pero podrían usar fácilmente el módulo de inventario para su herramienta y el módulo de proyectos también
        Read full review

        Professional Services

        Cisco

        No answers on this topic

        SysAid Technologies

        Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
        Read full review

        Return on Investment

        Cisco

        • WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
        • WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
        Read full review

        SysAid Technologies

        • How easy it is to configure the app to our existing ITIL process. The ability to pick what services we would like to have as well as the ability to integrate using API as well as the marketplace.
        • Intuitive interface. Integration to Outlook. Easy reporting.
        • It has a very user-friendly interface and effective management capabilities.
        Read full review

        Screenshots

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