What users are saying about
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91 Ratings
46 Ratings
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Score 7.1 out of 100

SysAid

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91 Ratings
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Score 6.3 out of 100

Likelihood to Recommend

Cisco Webex Support

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.
Anonymous | 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

Remote Administration

Cisco Webex Support
7.0
SysAid
Screen sharing
Cisco Webex Support
5.9
SysAid
File transfer
Cisco Webex Support
6.6
SysAid
Instant message
Cisco Webex Support
7.4
SysAid
Secure remote access with Smart Card authentication
Cisco Webex Support
8.9
SysAid
Access to sleeping/powered-off computers
Cisco Webex Support
9.3
SysAid
Over-the-Internet remote session
Cisco Webex Support
5.9
SysAid
Initiate remote control from mobile
Cisco Webex Support
8.9
SysAid
Remote management of servers & workstations
Cisco Webex Support
4.8
SysAid
Remote Active Directory® management
Cisco Webex Support
4.8
SysAid
Centralized management dashboard
Cisco Webex Support
5.0
SysAid
Session record
Cisco Webex Support
9.1
SysAid
Annotations
Cisco Webex Support
6.9
SysAid
Monitoring and Alerts
Cisco Webex Support
4.6
SysAid
Multi-platform remote control
Cisco Webex Support
9.3
SysAid

Incident and problem management

Cisco Webex Support
SysAid
7.3
Organize and prioritize service tickets
Cisco Webex Support
SysAid
7.7
Expert directory
Cisco Webex Support
SysAid
6.7
Service restoration
Cisco Webex Support
SysAid
6.9
Self-service tools
Cisco Webex Support
SysAid
7.6
Subscription-based notifications
Cisco Webex Support
SysAid
8.0
ITSM collaboration and documentation
Cisco Webex Support
SysAid
7.3
ITSM reports and dashboards
Cisco Webex Support
SysAid
6.9

ITSM asset management

Cisco Webex Support
SysAid
7.2
Configuration mangement
Cisco Webex Support
SysAid
6.5
Asset management dashboard
Cisco Webex Support
SysAid
6.3
Policy and contract enforcement
Cisco Webex Support
SysAid
8.6

Change management

Cisco Webex Support
SysAid
8.1
Change requests repository
Cisco Webex Support
SysAid
7.9
Change calendar
Cisco Webex Support
SysAid
8.7
Service-level management
Cisco Webex Support
SysAid
7.7

Pros

Cisco Webex Support

  • 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.
Kurt Ferguson | 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

Cisco Webex Support

  • 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.
Shawn Oudavanh | 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

Cisco Webex Support

Cisco Webex Support 9.1
Based on 3 answers
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.
Zak Gunnells | TrustRadius Reviewer

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

Cisco Webex Support

Cisco Webex Support 7.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

SysAid

SysAid 8.3
Based on 20 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

Cisco Webex Support

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

Cisco Webex Support

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

Cisco Webex Support

Cisco Webex Support 5.7
Based on 4 answers
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.
Julio Cesar Lara Favela | TrustRadius Reviewer

SysAid

SysAid 8.2
Based on 34 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

Cisco Webex Support

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

Cisco Webex Support

Logmein GoToAssist
    • Logmein-GoToAssist is the product we used previously and still to some degree use with WebEx Support Center. It was not always reliable and suffered with network congestion but worked quite well for us, we as a team feel that WebEx Support Center is a more reliable and a better overall product. This to me is due to the simplicity of the UI and ease of use as well as the quality of the network performance.
Kaseya with VNC Connect
  • We use within Kaseya for our internally servers and local office users due to cost and efficiency, but it is more intended as console-level access and has a bit more features then WebEx Support Center, however is not good for remote support for our users who travel as it is slow.
Anonymous | TrustRadius Reviewer

SysAid

ManageEngine was a pain to keep updated with new updates and releases at very short intervals. The way the software was managed and scripted was all from .bat files and was not extremely reliable and often caused our server to crash after an update and it would need to be restores from a VM snapshot and the update attempted again. It almost never went smooth, especially if you had to do multiple updates due to the quick release of different changes.
Mike Chilcoat | TrustRadius Reviewer

Scalability

Cisco Webex Support

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

Cisco Webex Support

  • WebEx Support Center works fabulously for us. We're all a very tech-savvy, experienced team, and WebEx Support Center is an excellent product for that skillset. We can get in and out of a machine quickly to diagnose an issue, with very little effort on the part of the user we are assisting.
  • WebEx Support Center is certainly more expensive than the previous product we had for this, GoToAssist. It is a bit less user-friendly of a UI, but overall performance is better.
  • We use WebEx as our primary collaboration/meeting software across our entire enterprise, as it integrates well with our Cisco DX, MX, and SX video teleconferencing units. Our users are used to WebEx, so using it for support purposes was only logical. The tight integration across a wide variety of products is great form a licensing cost standpoint and UX standpoint.
Kurt Ferguson | TrustRadius Reviewer

SysAid

  • We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
  • SysAid is one of the more affordable options when compared to other products in this space.
  • SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
Kevin McCusker | TrustRadius Reviewer

Screenshots

Cisco Webex Support

Pricing Details

Cisco Webex Support

General

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

Cisco Webex Support Editions & Modules

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

Edition
SysAid$1,2111
  1. For First 500 Assets Per Year
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

Cisco Webex Support
4.6
SysAid
6.8

Likelihood to Renew

Cisco Webex Support
9.1
SysAid
8.7

Usability

Cisco Webex Support
7.0
SysAid
8.3

Reliability and Availability

Cisco Webex Support
SysAid
9.0

Performance

Cisco Webex Support
SysAid
10.0

Support Rating

Cisco Webex Support
5.7
SysAid
8.2

Implementation Rating

Cisco Webex Support
SysAid
8.0

Scalability

Cisco Webex Support
SysAid
9.0

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