Hiver vs SysAid | TrustRadius

What users are saying about

Score 9.7 out of 10

Based on 6 reviews and ratings

Score 6.4 out of 10

Based on 101 reviews and ratings

Feature Rating Comparison

Hiver

SysAid

Organize and prioritize service tickets

Ticket creation and submission

Ticket response

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Hiver

SysAid

Email support

Hiver

SysAid

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Hiver

SysAid

Change requests repository

Change calendar

Service-level management

Pros

It's easy to set up, and manage ongoing.
The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!

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Managing Director

People Medical Consulting Pty LtdStaffing & Recruiting, 1-10 employees

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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

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Cons

There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.

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Verified User

Professional in Professional Services

Financial Services Company, 11-50 employees

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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).

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Verified User

Director in Information Technology

Banking Company, 51-200 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Technical Support Engineer

Zona Franca CoyolConstruction, 11-50 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Cesar Omar Ramirez Garcia

bachelor's degree

Specialty Steel Products, IncFurniture, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

SysAid 9.0

Based on 1 answer

It is always available and whenever need any maintenance, we receive an outage mail prior the outage

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

View all 1 answers on this topic

Performance

No score

No answers yet

No answers on this topic

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

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

View all 1 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

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.

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Verified User

Team Lead in Information Technology

Construction Company, 501-1000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

SysAid 8.0

Based on 1 answer

I am just a user so can't comment of implementation part.

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

View all 1 answers on this topic

Alternatives Considered

Hiver was the only option we looked at. There didn't appear to be many alternatives in the market

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Managing Director

People Medical Consulting Pty LtdStaffing & Recruiting, 1-10 employees

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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.

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Verified User

Engineer in Information Technology

Non-profit Organization Management Company, 51-200 employees

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Scalability

No score

No answers yet

No answers on this topic

SysAid 9.0

Based on 1 answer

This is very reliable and essential ticketing tool

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 1001-5000 employees

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Return on Investment

Hiver has increased the efficiency by which we address emailed questions and concerns.
Hiver increases transparency between team members.
Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.

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Verified User

Professional in Professional Services

Financial Services Company, 11-50 employees

View all 2 answers on this topic

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.

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Global Information Technology Manager

EVAPCO, Inc.Consumer Goods, 1001-5000 employees

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Screenshots

See All (7) Hiver Screenshots

See All (6) SysAid Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Hiver Editions & Modules

Edition

PLUS PLAN	$14.00¹
PREMIUM PLAN	$22.00¹
ENTERPRISE PLAN	$34.00¹

/user/month

Additional Pricing Details

—

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

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

Hiver

SysAid

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