What users are saying about
10 Ratings
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Top Rated
167 Ratings
10 Ratings
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Score 6.8 out of 100

SysAid

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Top Rated
167 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • SysAid ranks higher in 1 feature set: Incident and problem management

Incident and problem management

2.3

Hiver

23%
8.5

SysAid

85%
SysAid ranks higher in 7/9 features

Organize and prioritize service tickets

1.7
17%
3 Ratings
8.8
88%
122 Ratings

Ticket creation and submission

2.6
26%
3 Ratings
N/A
0 Ratings

Ticket response

2.6
26%
3 Ratings
N/A
0 Ratings

Expert directory

N/A
0 Ratings
8.5
85%
96 Ratings

Service restoration

N/A
0 Ratings
8.4
84%
84 Ratings

Self-service tools

N/A
0 Ratings
8.8
88%
116 Ratings

Subscription-based notifications

N/A
0 Ratings
8.0
80%
84 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.5
85%
96 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.5
85%
101 Ratings

Multi-Channel Help

3.5

Hiver

35%

SysAid

Feature Set Not Supported
N/A
Hiver ranks higher in 1/1 features

Email support

3.5
35%
3 Ratings
N/A
0 Ratings

ITSM asset management

Hiver

Feature Set Not Supported
N/A
8.4

SysAid

84%
SysAid ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
8.8
88%
97 Ratings

Asset management dashboard

N/A
0 Ratings
8.0
80%
101 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.5
85%
69 Ratings

Change management

Hiver

Feature Set Not Supported
N/A
8.6

SysAid

86%
SysAid ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.6
86%
86 Ratings

Change calendar

N/A
0 Ratings
8.6
86%
71 Ratings

Service-level management

N/A
0 Ratings
8.6
86%
89 Ratings

Attribute Ratings

  • SysAid is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

1.8

Hiver

18%
3 Ratings
8.7

SysAid

87%
124 Ratings

Likelihood to Renew

Hiver

N/A
0 Ratings
9.2

SysAid

92%
13 Ratings

Usability

3.0

Hiver

30%
1 Rating
8.8

SysAid

88%
40 Ratings

Availability

Hiver

N/A
0 Ratings
9.1

SysAid

91%
4 Ratings

Performance

Hiver

N/A
0 Ratings
9.2

SysAid

92%
4 Ratings

Support Rating

4.0

Hiver

40%
1 Rating
8.7

SysAid

87%
51 Ratings

In-Person Training

Hiver

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Online Training

Hiver

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Implementation Rating

Hiver

N/A
0 Ratings
8.5

SysAid

85%
7 Ratings

Configurability

Hiver

N/A
0 Ratings
9.1

SysAid

91%
2 Ratings

Contract Terms and Pricing Model

Hiver

N/A
0 Ratings
8.4

SysAid

84%
13 Ratings

Ease of integration

Hiver

N/A
0 Ratings
5.0

SysAid

50%
2 Ratings

Product Scalability

Hiver

N/A
0 Ratings
8.8

SysAid

88%
4 Ratings

Professional Services

Hiver

N/A
0 Ratings
8.8

SysAid

88%
8 Ratings

Vendor post-sale

Hiver

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Vendor pre-sale

Hiver

N/A
0 Ratings
9.1

SysAid

91%
3 Ratings

Likelihood to Recommend

Hiver

Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
Read full review

SysAid Technologies

Some scenarios where this software is extremely helpful would be with tracking IT-related issues. When I have a lot going on and not a large IT staff, this helps manage those issues and make sure that they do not fall through the cracks. This was an issue that I was having where similar issues would arise in the future. This software also allows you to create a knowledge base making it much easier to solve similar issues as they arise so that you can share those articles with users. I think this would be less useful if you already have a system that works for your company, as it would take time to teach the users a new way to interact with the IT teams.
Read full review

Pros

Hiver

  • 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!
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

Hiver

  • 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.
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

Hiver

Starting Price

$14 /user/month

Editions & Modules

Hiver editions and modules pricing
EditionModules
PLUS PLAN$14.001
PREMIUM PLAN$22.002
ENTERPRISE PLAN$34.003

Footnotes

  1. /user/month
  2. /user/month
  3. /user/month

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

    Hiver

    No answers on this topic

    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

    Hiver

    Easy to use
    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

    Hiver

    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

    Hiver

    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

    Hiver

    Support is there, can be slow at times.
    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

    Hiver

    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

    Hiver

    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

    Hiver

    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

    Hiver

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

    SysAid Technologies

    Unlike autotask, SysAid is open to small companies which allowed us to use professional ticketing tools that we would've otherwise not had access to. SysAid has also worked with us professionally on a one-to-one basis with annual meetings and pop-up discussions. You can get a one-on-one scheduled very quickly and get all the answers you need.
    Read full review

    Contract Terms and Pricing Model

    Hiver

    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

    Hiver

    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

    Hiver

    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

    Hiver

    • 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.
    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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