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December 15, 2020
SysAid is being used by the IT department and Facilities department to facilitate service requests and IT incidents.
- Easy to use and set up
- Very configurable
- Great integration and user management
- Asset management
- Outdated interface
- Clunky agent
- Some annoying niggles here and there
January 12, 2021
Hello,
sysaid it is being for whole the organization, from IT department, human resources, culture and living, inventory, marketing and more, sysaid works well we have implement workflow for different approves and areas and we can do request and report incidentes, we can manage the inventory and the asset for all the organization we are happy using sysaid.
Best Regards
sysaid it is being for whole the organization, from IT department, human resources, culture and living, inventory, marketing and more, sysaid works well we have implement workflow for different approves and areas and we can do request and report incidentes, we can manage the inventory and the asset for all the organization we are happy using sysaid.
Best Regards
- the support they give us is very effective
- we always recieve news about updates and more
- the cloud platform work well, we havent had any issue.
- I would like sysaid can improve the project portal
- I would like sysaid can improve the asset managment
We are using SysAid to collect tickets from our internal users for issues with their technology devices. We use both the portal and email to get them in. We also have CAD support in there to field CAD related tickets as well as GIS related tickets.
- End User Portal
- Knowledge Base
- Documentation
- Reporting
- Microsoft Integrations (Teams/Power BI)
Currently, it is being used in three areas of the company - in IT support, request for supplies, and general fault reports. This is the first stage, since we analyzed the functionality of SysAid. The truth is that we are happy with the ease of use and configuration, so far we have not had any problems. In the future we are planning to expand it to other areas.
- Ease of setup
- Ease of use for the end user
- Variety of tools
- Constant training
- Easy to hire
- More accurate reports
- Use from cell phones for the end user
- Audible or video guides for better use
December 02, 2020
We use SysAid at Unicomer across the company as ITSM tool as a centralized contact center for all countries, not only for IT purposes. We have deployed to manage other business units such as Customer Experience, Human Resources, Complaints, Credits, and some others departments. We use SysAid as a Service Management for many areas of our company (internal/external customers).
- SysAid manages Helpdesk Support teams very well
- Self Service is a plus that reduces queues in Support departments
- Escalation rules help to distribute the tickets based on due dates
- Access to certain log tables could be very helpful when you need track or follow up some ticket modifications
- Reports module could do more if we could Access more data from certain Service record types
- SLA management and measures are kind of confuse process to config
SysAid is used [in] my company to handle incidents and request[s] from our customers. The customer's users have access to it, and are able to create incidents, for us, the IT department.
- Manage Time to resolve on Service Requests.
- Manage statuses.
- Using templates, and predefined expected times.
- Basic reporting for Service Requests.
- Support when there is an issue.
- Complex reporting with two or more tables involved.
- Database integrity.
- View of the service requests.
We started with just IT Operations, as in the service desk. From there it moved to application support and IT Infrastructure. We have at least seven different application teams. Some are internally built applications and some are third party. Now we are using with marketing, finance, and client care. We are working next to roll out to building services and human resources.
- ITSM
- ITIL/Change Management
- Reporting
- Asset Management (as in an LDAP connection to AD)
- Patch Management
- Look and Feel
September 08, 2020
In the organization, the SysAid tool is used as a help desk to register cases associated with the IT area, it is used by the entire company and the administrators or case solvers are the IT area officials. There is control of each record, they have configured a series of alerts routing flows according to the registered case, assets are tracked with the agent installed on each computer in the IT inventory, new tools and connections offered such as SSO with Microsoft 365, among others, have been configured.
In the past, this tool was also used by the Administration area to record incidents related to job assignments, notify of general irregularities that should be escalated to the administration area, and control and monitor each record.
In the past, this tool was also used by the Administration area to record incidents related to job assignments, notify of general irregularities that should be escalated to the administration area, and control and monitor each record.
- Easy configuration with external components that every organization has, connection with AD, Microsoft 365 connection, for logins for company users they do not have to use more passwords.
- Integration with other systems on the market, (Large number of connectors), to record activities and/or incidents of each platform.
- Creation of workflows, to make customer service more agile, that response times are in accordance with the SLA's proposed by the organization to internal users, direct escalation to the case solvers, without waiting for manual escalation by an agent of IT.
- Something interesting would be connection to SAP BO, in order to be able to directly report support cases and that the user does not have to exit and enter another application to register the incident.
- Microsoft has been a great ally of most companies and now in the telecommuting world the use of tools such as Teams has increased, it would be great if this connection could be made in the future.
September 04, 2020
We use SysAid as out ITSM for our IT Department. The rest of the organization, uses it to raise issues and requests through the Self Service Portal.
- Reporting.
- Dashboard for overview of issues.
- Asset management.
- Self service.
- Problem management.
- Password Self Service.
- Customization.
- Backup from within the system.
- Password Self Service customization.
September 01, 2020
SysAid is being used across the whole organization, and within 2 companies as well. We use it to manage ticket requests, as well as for asset management and checking that software installed in every asset. It's configured to send ticketing alerts, too.
It's used by 8 SysAid administrators. All requests are made via desktop shortcut or mail sent to a certain mailbox
It's used by 8 SysAid administrators. All requests are made via desktop shortcut or mail sent to a certain mailbox
- Asset management
- Ticketing alerts when we're away from the company
- CMDB
- Software licencing
- Tech support. It is being improved recently and now I can say it's really working when we need it
- It could have some host monitoring included like NAGIOS
Sysaid is being used across the whole organization. Being used for our Help desk needs. Audits, and so on.
- escalation and routing
- simple user portal for users
- work flows are good and easy to manage
- customized reporting
- pricing on features is too high
- support is slower but understandable since HQ's is not in the US
The entire company is using the software, and most use the self service portal to open tickets and our IT department uses SysAid to track tickets and issues. The knowledge base is easy for end users to use and find solitons to there problem and solving it on their own. Very simple software to use.
- Issue tracking
- Asset managment
- End user portal
- Form management
- Phone app for uses working around the office
Sysaid is used throughout the organization for IT support issues for hardware and software. It is also used for submitting HR related requests (eg. job letters, requests for leave). It addresses the issue of accountability, tracking, and reporting of issues/requests.
- Easy setup of ticket categories and routing.
- Simple interface for adding notes, attachments, and comments.
- Excellent integration with email for notifications.
- Easier change management process setup.
- Simple reporting interface.
- More flexibility in creation of rules for assignment.
SysAid is used by our main staff service departments, IT, HR, and Properties. It is used to log and track the response time of customer request. It allows us two opportunities: 1) to quantify performance and 2) provides us data for strategic decision making.
- Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
- Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
- Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
- Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
October 08, 2020
We are currently using the software to create workflow processes between depts and to handle requests and incidents. We are using the SSO and managing our assets. We have reduced the number of different pieces of software from 5 to 1. This has proven to be a very organized tool to create reports and trending issues in each dept.
- Workflow process
- Asset Management
- Ticketing System
- Patch Management
- LIbrary with detailed workflow processes
August 21, 2020
UofL Health Care uses SysAid across the whole organization for Incidents, Request, Changes in all aspects of the org needs. I am one of two team members that administer the SysAid software for the org. We really like how versatile the software is for our company. The ease of searching for an issue that has been worked is so easy.
- Entering tickets
- Searching tickets
- Requiring fields for needed info
- Assigning tickets to different admin groups
- Difficult when needing to add more the one admin to a ticket
- Needs an audit log search
January 22, 2021
SysAid is used by the whole department in my company. This tool is used to create a ticket, service request, change request, problem request, etc. This tool is associated with Control-M, so whenever we receive any failure or a long running job or a job that is not executed on time in the control-M, we receive a ticket against it on 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
- Sometimes when we assign multiple tickets to the same group, it lands in some other group
- It logs off in few minutes
- A little slow as compared to some other ticketing tools like Maximo
- no training
December 15, 2020
SysAid is used across the whole organization. It is being used as a support ticket management application and to manage technical services change requests. There are 12 different locations, most with 200-300 teammates. SysAid helps us manage and direct requests for when people need help with IT problems and when they have ideas about how our in-house software and other technical services can be improved.
- SysAid support is very responsive and helpful - consistently following up when needed.
- SysAid is customizable to the unique needs of our organization
- SysAid is continually improving their product
- Workflow action items do not have as customizable notifications as the rest of the system
- With multiple email replies containing the same images, the attachment list becomes difficult to sort through and identify non-duplicate attachments.
- Understanding how escalation rules and routing rules apply is not as intuitive as I would like.
January 02, 2021
SysAid has been rolled out as our ITSM solution for our entire company. It will be leveraged as our incident, service request, problem, change and CMDB/asset management system.
- Very customizable
- Frequent webinars available
- Relatively inexpensive compared to competitors
- Support is lacking--offshore and ineffective
- Lack of automation
- Core functionality missing, such as automated CI relationships
SysAid is used as our primary ITSM tool. It provides a wealth of functionality to tackle business needs. The primary functions for us are as a service desk and asset management tool. The service desk tool lets our employees communicate effectively with the IT functions of the business in order to address issues and receive support.
- Excellent asset management
- Streamlined and easy service desk
- Clear and effective UI
- In-depth functionality
- The depth of some features is intimidating and the learning curve can be steep.
- Ticket messaging can be clunky.
We use this nice product to manage assets, logging requests, and incidents. We use the CMDB function which is really nice. It's used the most by the IT department but other divisions use it to log the request and incident. It's a solution to have all items in one solution.
- CMDB
- Centralize
- Ticket logging
- Rental system can be there but not directly
- Easy to use
July 01, 2020
It is the core part of our IT support. We use the SysAid as our ITSM system and all the service requests are logged with the system. Also, our team members use it to keep track of their work and share knowledge. IT managers can also have detailed reports of what the agents are doing and how well they are doing. Management can find trends and make best decisions to improve our service.
- It is cost effective.
- It is supported by very talented people.
- It is expandable, you can purchase modules as needed.
- It is a very powerful system with lots of potential. However, it is also very complex and needs users to tune it or customize it before it can meet the organization's needs.
- The company is based in Israel. Depending on the level of the issues, sometimes there could be a time gap between the email conversations caused by the time zone difference.
June 22, 2020
We use SysAid company-wide and we love it. It centralizes every incident/request and asset. We are using the cloud version and love the support we are getting. When contacting support they respond very fast. The price is also good comparing to the other brands. My users love the self-service portal.
- Incident management.
- Request management.
- Asset management.
- Remote control session.
- 3rd party integrations.
- Customization fields.
June 16, 2020
SysAid a great help desk and asset management solution. It can be customized to your liking. Out of the box it includes tons of features. It does have a small learning curve due to all the options available out of the box. After tweaking it to your organization's needs, it becomes a walk in the park. They are constantly developing the solution and releasing updates a few times a year. They really listen to the customers feedback. Only drawback is the app. They had one that was basically an app version of the majority of the software but they stopped developing that one and moved onto a new app that is only for ticketing. The have been working on a new app for some time now but I have yet to see it. Overall a good solution for us. We are a team of 11 and the solution is hosted on prem although they have a cloud version available.
- Consistency.
- Customer service.
- Development.
- Mobile app with all the same capabilities as the GUI.
- Consistency in account managers.
- Webinars are lacking in content and release date info.
May 28, 2020
SysAid is used to attend to the customers and is used for the support department.
- Customization.
- Easy to deploy.
- Personalization of the interfaces.
- Look and feel of some sections.
- Dashboard customization.
- Translation of the entire interface.
SysAid Scorecard Summary
Feature Scorecard Summary
What is SysAid?
SysAid Technologies Ltd. is a provider of IT Service Management (ITSM) solutions that integrate the essential IT tools into one service desk. Available as a cloud-based or on-premises solution, SysAid's ITIL-certified software streamlines day-to-day IT activities so that administrators can deliver fast and comprehensive support.
Founded in 2002 by Israel Lifshitz, SysAid Technologies boasts a growing user base of over 100,000 IT admins in more than 140 countries worldwide, and is available in 42 languages. With scalable solutions for organizations of all sizes, from SMBs to Fortune 500 corporations, SysAid is deployed at companies in multiple industries.
The vendor states SysAid is committed to delivering first-rate technical support, providing a wide range of services and training initiatives. Their customers, beginners and advanced users alike, can take advantage of personalized web demonstrations, free webinars, training programs, and onsite professional services.
With the goal of simplicity, SysAid further states they aim to uphold its commitment of providing an ease-of-use experience that will simplify the ever-complicated tasks of the IT professional.
SysAid has offices in Israel, Australia, Brazil, and the United States. For more information, visit www.sysaid.com.
SysAid Screenshots
SysAid Videos (3)
SysAid Integrations
TeamViewer, Trello, Slack, OneLogin, LogMeIn Rescue, Skype for Business (formerly Lync), Jira Software – Cloud Service, SSO Connector, Worksafe App, Solarwinds, Google Apps, ADFS, Okta, CAS, Office 365, Nagios, OpenAM, IP Filter, Shibboleth, Bomgar, Azure, Chromebook
SysAid Competitors
Freshservice, Cherwell Service Management, ServiceNow IT Service Management, Jira Service Desk, ManageEngine ServiceDesk Plus, Zendesk, BMC Helix Remedyforce, BMC FootPrints, TOPdesk, BMC Track-It!, EasyVista IT Service Manager, CA Service Management, with CA Service Desk Manager, Micro Focus Service Manager, Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk), BMC Helix ITSM (Remedy), Solarwinds Service Desk (formerly Samanage)
SysAid Pricing
- Has featureFree Trial Available?Yes
- Has featureFree or Freemium Version Available?Yes
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?Required
SysAid service desk is packaged with all-inclusive features for one low price. Offered in cloud or on-premise.
SysAid Customer Size Distribution
| Consumers | 0% | |
| Small Businesses (1-50 employees) | 10% | |
| Mid-Size Companies (51-500 employees) | 60% | |
| Enterprises (> 500 employees) | 30% |
SysAid Support Options
| Free Version | Paid Version | |
|---|---|---|
| Phone | ||
| Live Chat | ||
| Forum/Community | ||
| FAQ/Knowledgebase | ||
| Social Media | ||
| Video Tutorials / Webinar |
SysAid Technical Details
| Deployment Types: | On-premise, SaaS |
|---|---|
| Operating Systems: | Windows, Linux, Mac |
| Mobile Application: | Apple iOS, Android |
| Supported Countries: | Global |
| Supported Languages: | Chinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish |