What users are saying about
77 Ratings
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40 Ratings
77 Ratings
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Score 8 out of 100

SysAid

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40 Ratings
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Score 6.8 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

It is more suited for a service environment, where each request can be recorded, assigned, managed and reported. Reports can provide limitless information. SysAid is adaptable to the needs of most departments, once there is a customer request and a follow-up action sysaid can be beneficial. For example, in a finance department SysAid may not be relevant when it comes to processing payroll or invoices but if there is a query SysAid can record the query, record who is assigned to respond, track how long it takes to respond/resolve, record this information for future analysis, assist in closing loopholes or improving efficiency.
Dave Joseph | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
7.6
SysAid
5.8
Organize and prioritize service tickets
Autotask PSA
9.2
SysAid
6.3
Expert directory
Autotask PSA
7.6
SysAid
7.0
Service restoration
Autotask PSA
5.7
SysAid
4.3
Self-service tools
Autotask PSA
7.3
SysAid
6.2
Subscription-based notifications
Autotask PSA
7.9
SysAid
8.0
ITSM collaboration and documentation
Autotask PSA
7.8
SysAid
6.2
ITSM reports and dashboards
Autotask PSA
8.0
SysAid
2.6

ITSM asset management

Autotask PSA
7.8
SysAid
6.8
Configuration mangement
Autotask PSA
7.8
SysAid
7.9
Asset management dashboard
Autotask PSA
8.0
SysAid
5.3
Policy and contract enforcement
Autotask PSA
7.6
SysAid
7.3

Change management

Autotask PSA
7.9
SysAid
7.3
Change requests repository
Autotask PSA
8.1
SysAid
7.5
Change calendar
Autotask PSA
7.6
SysAid
7.2
Service-level management
Autotask PSA
8.2
SysAid
7.1

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

  • SysAid is quite easy to configure. Adding technician, creating new category or even adding a routing rule is easy and fast.
  • SysAid is really cheap for the platform it gives. It has the best ratio of quality/price that I have found on the market.
  • SysAid is also easy to install. We were able to implement it in-house.
Samuel Laflamme | 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

  • It is a very powerful system with lots of potential. However, it is also very complex and needs users to tune it or customize it before it can meet the organization's needs.
  • The company is based in Israel. Depending on the level of the issues, sometimes there could be a time gap between the email conversations caused by the time zone difference.
Tony Tan | 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

No score
No answers yet
No answers on this topic

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 9.1
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 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 7.9
Based on 12 answers
Every time I have a problem, I am able to reach out to SysAid Support. No matter what time it is, I always receive a warm response within one business day. When the initial support representative is unable to assist, my request is sent to the next tier of support. It is extremely convenient, and I feel valued as a customer.
Anonymous | 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

Unfortunately, we have not evaluated anything other than SysAid. Based on experience from other firms, I do recommend SysAid as apposed to free systems, as support is miles ahead as well as the availability of regular updates. System stability and uptime are much higher than those free systems, overall much better.
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

  • Sysaid has been able to reduce our resolution time from 3 days to 1 day.
  • It has allowed us to prioritize the more important issues and improve uptime from 98% to 99%.
  • It has improved the efficiency within the department by 25%.
Avinash Rambeharry | 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
8.3
SysAid
7.2

Likelihood to Renew

Autotask PSA
9.0
SysAid

Usability

Autotask PSA
9.0
SysAid
9.1

Support Rating

Autotask PSA
8.7
SysAid
7.9

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