What users are saying about
94 Ratings
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124 Ratings
94 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

SysAid

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124 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

SysAid

We have used it as our main service desk tool for the past 5 years and it saves our team so much time. Being a central repository for all of our incidents and requests makes it easy to find and manage.
Shane Evans | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
6.7
SysAid
8.1
Organize and prioritize service tickets
Autotask PSA
8.2
SysAid
8.8
Expert directory
Autotask PSA
7.0
SysAid
7.8
Service restoration
Autotask PSA
3.3
SysAid
8.2
Self-service tools
Autotask PSA
6.6
SysAid
8.5
Subscription-based notifications
Autotask PSA
7.6
SysAid
7.4
ITSM collaboration and documentation
Autotask PSA
6.7
SysAid
7.8
ITSM reports and dashboards
Autotask PSA
7.5
SysAid
8.2

ITSM asset management

Autotask PSA
7.7
SysAid
8.0
Configuration mangement
Autotask PSA
7.7
SysAid
7.8
Asset management dashboard
Autotask PSA
7.3
SysAid
7.9
Policy and contract enforcement
Autotask PSA
8.2
SysAid
8.2

Change management

Autotask PSA
7.8
SysAid
8.7
Change requests repository
Autotask PSA
8.1
SysAid
9.1
Change calendar
Autotask PSA
6.5
SysAid
8.9
Service-level management
Autotask PSA
8.7
SysAid
8.2

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | TrustRadius Reviewer

SysAid

  • Creation of tickets from various sources - desktop icon, function key, email, voicemail
  • Maintains company assets - location, purchase date, expiration of warranty, etc.
  • Catalogs hardware and software installed on each asset
  • Notifies the end-user of new Notes added and changes in ticket status
Michael Reynolds | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

SysAid

  • We are unable to integrate SysAid with our ERP system
  • SysAid does not work very well with Linux server. The agents are manually installed and data is not real time.
  • We find that sometimes SNMP works and SNMP does not work with SysAid
Masmi Mohamad | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

SysAid

SysAid 9.1
Based on 6 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

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

SysAid

SysAid 8.3
Based on 23 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

Autotask PSA

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

Autotask PSA

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

Autotask PSA

Autotask PSA 8.4
Based on 8 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

SysAid

SysAid 6.8
Based on 36 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

Autotask PSA

No score
No answers yet
No answers on this topic

SysAid

SysAid 8.5
Based on 2 answers
We were very satisfied with the implementation and the implementation support received from SysAid
Edward Fowler | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

SysAid

We evaluated program GLPI and another program written on sharepoint whose name I don't remember. The first was free but on prem and we were looking for something on cloud. The second was paid and on cloud, but it was too complex to use. SysAid offers a solution both onprem and on cloud and is extremely customizable.
Giovanni Mattei | TrustRadius Reviewer

Scalability

Autotask PSA

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

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

SysAid

  • Team is more focused and engaged with the list of assigned tasks, activities via tickets raised and assigned.
  • End users are able to track the status of their requests, tickets from start to closure.
  • Changes and projects are raised in the same repository making tracking, governance, and reporting more efficient, professional.
Tau Garo | TrustRadius Reviewer

Screenshots

Pricing Details

Autotask PSA

General

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

SysAid

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
9.5
SysAid
7.5

Likelihood to Renew

Autotask PSA
9.0
SysAid
9.1

Usability

Autotask PSA
9.0
SysAid
8.3

Reliability and Availability

Autotask PSA
SysAid
9.0

Performance

Autotask PSA
SysAid
10.0

Support Rating

Autotask PSA
8.4
SysAid
6.8

Implementation Rating

Autotask PSA
SysAid
8.5

Scalability

Autotask PSA
SysAid
9.0

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