What users are saying about
27 Ratings
27 Ratings
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Score 7.3 out of 101

Likelihood to Recommend

SysAid

Well suited to organisations that only want to manage a service desk, not really suited for DevOps. Difficult to implement a solution across multiple teams.
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Feature Rating Comparison

Incident and problem management

SysAid
7.2
Organize and prioritize service tickets
SysAid
8.9
Expert directory
SysAid
7.2
Service restoration
SysAid
6.8
Self-service tools
SysAid
5.9
Subscription-based notifications
SysAid
6.7
ITSM collaboration and documentation
SysAid
7.1
ITSM reports and dashboards
SysAid
7.9

ITSM asset management

SysAid
5.8
Configuration mangement
SysAid
6.4
Asset management dashboard
SysAid
6.4
Policy and contract enforcement
SysAid
4.7

Change management

SysAid
7.7
Change requests repository
SysAid
8.0
Change calendar
SysAid
7.1
Service-level management
SysAid
8.1

Pros

SysAid

  • SysAid's customization has been very useful for us. The ability to add/modify fields and forms has permitted us to tweak it to do exactly what we want.
  • Email integration has been an outstanding way for us to streamline ticket generation and routing. This means getting the ticket to the right team without manual assignment.
  • Password Services gives our users the ability to unlock and reset AD passwords without IT assistance.
John Predmore profile photo

Cons

SysAid

  • One of the areas that can be improved is the Knowledge Management module, as far as making it more efficient to locate and search the knowledge base.
Jennifer Kern profile photo

Usability

SysAid

SysAid 3.0
Based on 1 answer
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.
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Alternatives Considered

SysAid

I have used a number of help desk incident management tools and found that SysAid has a more efficient system, when it comes to tracking incidents and quickly gathering the information needed to make a quick analysis of the technological issues within the company.
Jennifer Kern profile photo

Return on Investment

SysAid

  • We could track our issues much better than the previous inhouse tool.
  • SLAs could be better monitored.
  • Vendors could be held accountable for work falling out of SLA.
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Pricing Details

SysAid

General

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

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