What users are saying about
7 Ratings
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101 Ratings
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

SysAid

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101 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.4 out of 100

Likelihood to Recommend

HelpCrunch

Pros:- It is very easy to deploy out of the box.- Has good integration with most large scale platform and Operating Systems.Cons:- Because it is SaaS based, the used cases are very specific.
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

Incident and problem management

HelpCrunch
SysAid
7.4
Organize and prioritize service tickets
HelpCrunch
SysAid
7.8
Expert directory
HelpCrunch
SysAid
6.7
Service restoration
HelpCrunch
SysAid
7.1
Self-service tools
HelpCrunch
SysAid
7.7
Subscription-based notifications
HelpCrunch
SysAid
8.0
ITSM collaboration and documentation
HelpCrunch
SysAid
7.4
ITSM reports and dashboards
HelpCrunch
SysAid
7.3

ITSM asset management

HelpCrunch
SysAid
7.2
Configuration mangement
HelpCrunch
SysAid
6.4
Asset management dashboard
HelpCrunch
SysAid
6.4
Policy and contract enforcement
HelpCrunch
SysAid
8.6

Change management

HelpCrunch
SysAid
8.1
Change requests repository
HelpCrunch
SysAid
7.9
Change calendar
HelpCrunch
SysAid
8.7
Service-level management
HelpCrunch
SysAid
7.8

Pros

HelpCrunch

  • Fastest time to market - set up the application fast and easy.
  • The tags, filters, automated messaging and pop-ups are the best way to keep the potential customers engaged and achieve higher productivity.
  • Coolest dashboard where I can find all tabs, data, analytics, and insights to make better decisions and provide ultimate customer experience.
Shahid Khan | 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

HelpCrunch

  • Not found any so far
Alan Smith | 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

HelpCrunch

No score
No answers yet
No answers on this topic

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

HelpCrunch

No score
No answers yet
No answers on this topic

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

HelpCrunch

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

HelpCrunch

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

HelpCrunch

HelpCrunch 10.0
Based on 1 answer
Always available, very knowledgeable, faster resolution.
Shahid Khan | 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

HelpCrunch

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

HelpCrunch

HelpCrunch is more affordable than other alternatives on the market and offers better customer support.
Anonymous | TrustRadius Reviewer

SysAid

SysAid takes 10000% longer to implement and configure, but there's power in that. If you need that, then a product like SysAid is better. Again though, it's a large time sink, so if you don't have the time or staff to implement it, you can either pay them to help more, or look for a simpler solution.
Anonymous | TrustRadius Reviewer

Scalability

HelpCrunch

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

HelpCrunch

  • Great price point.
  • Effective self service platform.
  • Good alerting solution.
Anonymous | 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

Pricing Details

HelpCrunch

General

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

HelpCrunch Editions & Modules

Edition
Basic - Live chat$12.001
Premium - Live chat$21.001
Basic - Live chat+Emails$25.001
Premium - Live chat+Emails$43.001
  1. per month
Additional Pricing Details
Unlike most competitors, HelpCrunch's pricing is agent-based (not contacts-based) which gives you a full transparency of your chosen pricing plan and straightforward billing. Free 14-day trial is available to take the solution for a test drive. We're pretty flexible in terms of pricing. If you need a custom pricing plan - just message us via our website chat and we'll come up with a suitable pricing for your needs.

SysAid

General

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

SysAid Editions & Modules

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

HelpCrunch
8.2
SysAid
6.3

Likelihood to Renew

HelpCrunch
SysAid
8.7

Usability

HelpCrunch
SysAid
8.3

Reliability and Availability

HelpCrunch
SysAid
9.0

Performance

HelpCrunch
SysAid
10.0

Support Rating

HelpCrunch
10.0
SysAid
8.2

Implementation Rating

HelpCrunch
SysAid
8.0

Scalability

HelpCrunch
SysAid
9.0

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