What users are saying about
124 Ratings
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Top Rated
175 Ratings
124 Ratings
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Score 8 out of 100

SysAid

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Top Rated
175 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • SysAid ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.1

Autotask PSA

71%
8.7

SysAid

87%
SysAid ranks higher in 7/7 features

Organize and prioritize service tickets

7.6
76%
29 Ratings
9.0
90%
126 Ratings

Expert directory

7.5
75%
23 Ratings
8.7
87%
99 Ratings

Service restoration

6.7
67%
19 Ratings
8.7
87%
85 Ratings

Self-service tools

7.0
70%
23 Ratings
9.1
91%
120 Ratings

Subscription-based notifications

7.4
74%
20 Ratings
8.1
81%
86 Ratings

ITSM collaboration and documentation

5.7
57%
20 Ratings
8.7
87%
99 Ratings

ITSM reports and dashboards

7.8
78%
23 Ratings
8.8
88%
105 Ratings

ITSM asset management

7.1

Autotask PSA

71%
8.6

SysAid

86%
SysAid ranks higher in 3/3 features

Configuration mangement

6.9
69%
22 Ratings
8.9
89%
101 Ratings

Asset management dashboard

6.4
64%
20 Ratings
8.2
82%
105 Ratings

Policy and contract enforcement

8.0
80%
17 Ratings
8.6
86%
70 Ratings

Change management

7.5

Autotask PSA

75%
8.8

SysAid

88%
SysAid ranks higher in 3/3 features

Change requests repository

7.3
73%
24 Ratings
8.8
88%
89 Ratings

Change calendar

7.0
70%
19 Ratings
8.8
88%
73 Ratings

Service-level management

8.3
83%
26 Ratings
8.9
89%
92 Ratings

Attribute Ratings

  • Datto Autotask PSA is rated higher in 1 area: Usability
  • SysAid is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
29 Ratings
8.8

SysAid

88%
128 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
9.3

SysAid

93%
13 Ratings

Usability

9.0

Autotask PSA

90%
1 Rating
8.9

SysAid

89%
40 Ratings

Availability

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
4 Ratings

Performance

Autotask PSA

N/A
0 Ratings
9.2

SysAid

92%
4 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
8.9

SysAid

89%
51 Ratings

In-Person Training

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Online Training

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Implementation Rating

Autotask PSA

N/A
0 Ratings
8.5

SysAid

85%
7 Ratings

Configurability

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Contract Terms and Pricing Model

Autotask PSA

N/A
0 Ratings
8.4

SysAid

84%
13 Ratings

Ease of integration

Autotask PSA

N/A
0 Ratings
5.0

SysAid

50%
2 Ratings

Product Scalability

Autotask PSA

N/A
0 Ratings
8.8

SysAid

88%
4 Ratings

Professional Services

Autotask PSA

N/A
0 Ratings
8.8

SysAid

88%
8 Ratings

Vendor post-sale

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Vendor pre-sale

Autotask PSA

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Likelihood to Recommend

Datto Inc

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
Read full review

SysAid Technologies

If you have a very small team that will not expand this might be for you. There is also a free version that works well. Performance and features will work much better in the cloud. Don't get an on-prem version. Also, they are HIPPA compliant, which was a big sell for us.
Read full review

Pros

Datto Inc

  • 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.
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

Datto Inc

  • The GUI is a little dated.
  • Some integrations are limited for not being a Datto product.
  • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
  • Email processing could offer more options for parsing keywords and allow for more automation.
  • The mobile app is just not worth using in my experience.
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

Autotask PSA

Starting Price

Editions & Modules

Autotask PSA 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

      Datto Inc

      After using multiple products on the market, Autotask was intuitive and easy to manage.
      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

      Datto Inc

      The work flow is much better then other competitors
      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

      Datto Inc

      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

      Datto Inc

      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

      Datto Inc

      They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
      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

      Datto Inc

      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

      Datto Inc

      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

      Datto Inc

      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

      Datto Inc

      The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
      Read full review

      SysAid Technologies

      Sysaid had many of the service offerings as the large players had but at a much more cost effective price point. The licensing model was very fair and we felt that the amount of time that we would have to re-invest in the tool was minimal. For example, one of the other solutions we evaluated costed more for the professional services to get up and running then the cost of the product.
      Read full review

      Contract Terms and Pricing Model

      Datto Inc

      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

      Datto Inc

      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

      Datto Inc

      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

      Datto Inc

      • We were able to identify the profitability of our entire client base.
      • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
      • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
      • Autotask is the heartbeat of our operation.
      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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