What users are saying about
26 Ratings
26 Ratings
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Score 7.1 out of 101

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Likelihood to Recommend

SysAid

Some key questions to ask during the selection process would be: 1. How can this product make life easier for my help desk and IT staff? 2. How can this product save me money?3. Are there discounts available for my corporation?4. What sets you apart from other products that have similar features?5. Is there an option for Proof of Concept?
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Feature Rating Comparison

Incident and problem management

SysAid
7.3
Organize and prioritize service tickets
SysAid
9.0
Expert directory
SysAid
7.3
Service restoration
SysAid
6.9
Self-service tools
SysAid
6.0
Subscription-based notifications
SysAid
6.8
ITSM collaboration and documentation
SysAid
7.2
ITSM reports and dashboards
SysAid
7.9

ITSM asset management

SysAid
5.9
Configuration mangement
SysAid
6.4
Asset management dashboard
SysAid
6.4
Policy and contract enforcement
SysAid
4.8

Change management

SysAid
7.7
Change requests repository
SysAid
8.0
Change calendar
SysAid
7.0
Service-level management
SysAid
8.1

Pros

  • 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.
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Cons

  • Sometimes support has not met our expectations. Response time can be longer than we'd like. Also a particular bug that was causing us issues took much longer to resolve than we were led to believe.
John Predmore profile photo

Usability

SysAid3.0
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

Dropbox, BaseCamp
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Return on Investment

  • 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
Additional Pricing Details