SysAid

SysAid

Customer Verified
SysAid

Overview

Reviews

Sysaid at Bradfords

9
We have recently introduced the Self-Service portal to help the flow of incidents to our Service Desk and to improve the visibility to the …

SysAid makes it all better

10
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 …

Hindsight of SysAid

9
SysAid is being used by the entire organization as a single source of tracking application and our main goal is to make process discipline …

Staying with SysAid!

9
SysAid provides the central platform for the IT department to manage its customer base. In addition, the HR, Cargo, and Legal teams use …

Popular Features

View all 13 features

Organize and prioritize service tickets (93)

8.8
88%

Self-service tools (88)

8.6
86%

ITSM reports and dashboards (81)

8.4
84%

ITSM collaboration and documentation (76)

8.1
81%

Reviewer Pros & Cons

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JV
José Villalta
Applications Support
ONELINK (Information Technology & Services, 5001-10,000 employees)
Shamin Muthukumarama | TrustRadius Reviewer
Shamin Muthukumarama
Application Support Consultant
Brandix (Apparel & Fashion, 10,001+ employees)

Pricing

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SysAid

SysAid

N/A
Unavailable

What is SysAid?

SysAid is the flagship ITSM and IT help desk software from SysAid Technologies, which offers a rather wide swath of features, supporting asset management (HAM and SAM), remote control, and rich reporting tools.

Entry-level set up fee?

  • Setup fee required
For the latest information on pricing, visithttps://www.sysaid.com/prices?utm_sourc…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk)

Free

What is Jira Service Management (Jira Service Desk)?

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Features Scorecard

Incident and problem management

8.3
83%

ITSM asset management

8.2
82%

Change management

8.7
87%

Product Details

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 Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Service restoration
  • Supported: Self-service tools
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: ITSM reports and dashboards

ITSM asset management Features

  • Supported: Configuration mangement
  • Supported: Asset management dashboard
  • Supported: Policy and contract enforcement

Change management Features

  • Supported: Change requests repository
  • Supported: Change calendar
  • Supported: Service-level management

Additional Features

  • Supported: Service Orchestration
  • Supported: Service Desk Automation

SysAid Screenshots

Dashboardbi-analytics-overviewIncidentsIncidents ListMarketplaceReports

SysAid Videos

SysAid Integrations

SysAid Competitors

SysAid Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)10%
Mid-Size Companies (51-500 employees)60%
Enterprises (more than 500 employees)30%

SysAid Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesGlobal
Supported LanguagesChinese (Simplified), English, French, German, Hebrew, Italian, Japanese, Portuguese, Russian, Spanish

Alternatives

View all alternatives

Frequently Asked Questions

What is SysAid?

SysAid is the flagship ITSM and IT help desk software from SysAid Technologies, which offers a rather wide swath of features, supporting asset management (HAM and SAM), remote control, and rich reporting tools.

What is SysAid's best feature?

Reviewers rate Change requests repository highest, with a score of 8.9.

Who uses SysAid?

The most common users of SysAid are from Mid-size Companies and the Information Technology & Services industry.

Reviews and Ratings

(129)

Ratings

Likelihood to Recommend (94)

8.0
80%

Likelihood to Renew (12)

9.2
92%

Usability (38)

8.6
86%

Availability (3)

9.1
91%

Performance (3)

9.4
94%

Support Rating (49)

7.9
79%

In-Person Training (1)

9.1
91%

Online Training (1)

9.1
91%

Implementation Rating (6)

8.3
83%

Contract Terms and Pricing Model (12)

8.4
84%

Product Scalability (3)

8.8
88%

Professional Services (7)

8.7
87%

Reviews

(1-25 of 129)
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January 03, 2022

Need an IT Service Management System that can address all your ITSM needs without digging a huge hone in your pocket? SysAid ITSM is for you

CM
Corus Mabulwana
Senior Service Desk Technician
University of Limpopo (Higher Education, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use SysAid for IT Service Management, where we manage our Service Tickets, Problem Management, Change Management, Password Self Service and in the first quarter of next year, 2022, we want to implement Asset Management to allow us to monitor and manage our IT assets, including their life cycle, procurement, and disposal. We also intend to make it an Enterprise Management System, where we want other services on campus, including Human Resource, Finance, Asset Management, Campus Control, Transport, among other services, to start using the system to manage their tickets as at the moment, there's not [a] holistic system in place to do so, and ensuring that users get the services they require in a timely fashion, allowing for tickets escalation if nothing is done within the expected time.

Pros and Cons

  • Incidents management
  • Password self service using OTP
  • Problem management
  • Change management
  • 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

Likelihood to Recommend

The system is best suited for small to large corporations and has the potential to be used as an Enterprise Management System, rather than just ITSM. I think the area SysAid needs to improve or implement in the short term, is the ability to back up and restore from within the system, instead of having to do it at a database level. For added security, instead of just 4 digits for the OTP, there should be an option to increase the number of digits to at least 6, including alphanumerical.

Support Rating

8
Whilst the support is great, I feel there's still room for improvement as I have suggested to them since their first line of support tend to not understand what we require assistance on, and will at times ask really frustrating questions, and for someone who knows what they are looking for, more especially having done it before, it can be frustrating. Training of what the system can do and how it [works] is required for their First Line Support Team, but I must admit, once the ticket is assigned to the right person or tier, it takes a very short time to resolve the issue at hand.
December 30, 2021

SysAid Review

CR
Cesar Omar Ramirez Garcia
bachelor's degree
Specialty Steel Products, Inc (Furniture, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is used only in the IT department for the management of work orders and incidents, hardware and software inventory, and for user support. The knowledge database is also used so that users can solve simple problems on their own. The hardware inventory module is used primarily to keep preventive maintenance schedules.

Pros and Cons

  • The relationship of the tickets with the equipment to keep a history of failures
  • The creation of tickets and the suggestions of possible solutions at the time they create these for the end user
  • Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.
  • The remote support function I think could be improved
  • The alerts module I think could be easier to configure
  • In the reports module it could be improved for the creation of new reports

Likelihood to Recommend

If you have little staff and many users to whom you have to provide support, it is a perfect tool to help you keep track of work orders as well as the inventory of all your equipment. It is very intuitive for end users especially knowledge database articles which can be used a bit to decrease your workload as users can solve some simple problems on their own.

Support Rating

10
The support is very good and fast, the attention they offer is always of a very good quality and the most important thing is that they do it in your language. Their attention is not only focused on solving problems but they also keep you informed about courses and articles to improve the use of the tool

Training Types Used

  • no training

Upgrade Process

Yes
The most recent is the change of the end user portal but there was no problem with us
November 26, 2021

Sysaid at Bradfords

SE
Shane Evans
IT Operations Manager
Bradfords Building Supplies (Retail, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We have recently introduced the Self-Service portal to help the flow of incidents to our Service Desk and to improve the visibility to the [end-users]. We are in the process of improving our [SysAid] offering by adding additional workflows and automating processes.

Pros and Cons

  • Managing incidents for our Service Desk[.]
  • Notifying end users of ticket updates[.]
  • Asset Management - Listing software on each laptop[.]
  • Office integration[.]
  • Report writing could be simpler[.]
  • Client upgrade process could be smoother[.]

Likelihood to Recommend

We have used it as our main service desk tool for the past 5 years and it saves our team so much time. Being a central repository for all of our incidents and requests makes it easy to find and manage.
October 14, 2021

SysAid Help Desk Makes IT Management Fun

MR
Michael Reynolds
Director of IT Infrastructure and ERP
CST Industries, Inc. (Mechanical Or Industrial Engineering, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is our primary Help Desk and Asset Management application. All 500+ users submit incident requests, and I manage the eighteen Administrators who service those requests. We keep track of all computer and network equipment and maintenance of those assets. SysAid also provides a list of installed hardware and software for each computer. This is very helpful to validate licenses and usage of our applications. Users can submit tickets via email, Function Key, Desktop Icon, or by leaving a voice message on our IT phone number. The voicemail is converted to an email and forwarded to SysAid, where it automatically creates a ticket. SysAid has just the right mix of sophistication and ease of use for users and technicians. We have designed a dashboard to see all incoming tickets and try to keep that view empty - meaning all inbound tickets have been assigned to a technician. Users feel important because their request is acknowledged quickly. Finally, SysAid has continued to add features and functionality over the last eleven years. The value of our purchase keeps getting better.

Pros and Cons

  • Creation of tickets from various sources - desktop icon, function key, email, voicemail
  • Maintains company assets - location, purchase date, expiration of warranty, etc.
  • Catalogs hardware and software installed on each asset
  • Notifies the end-user of new Notes added and changes in ticket status
  • Reporting is above average, but it is always on my list of needed improvements.
  • [I would appreciate] query building for those special conditions that every company comes across.
  • [I would also appreciate] integration with Teams (in beta now) and DevOps (through third party).

Likelihood to Recommend

There are more elaborate or functional Help Desk systems on the market, but I have found SysAid to be very high on the Value Scale. It is not an expensive application, but it packs a lot of features and abilities. I highly recommend SysAid for any size company.

Support Rating

10
SysAid support is fast and effective. They support their own product, so they know it well. I can expect a response to my request in less than 24 hours and often in less than an hour. Their sales, customer support, and technical support staff are experts in the area of the support request ticket, so we seldom are transferred to another support agent. Their system is well designed and one of the best of all the applications we use.
January 19, 2022

If you want to implement ITIL, SysAid must buy!

JV
José Villalta
Applications Support
ONELINK (Information Technology & Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Currently the IT department uses all the application modules, incident modules, requests, problems, changes, assets, BI and others. Also at the company level, we have five departments of the company using SysAid, but only the request modules, this helps them estimate times and keep controls and SLA levels for measuring the work of their departments. Currently we have a problem, because the problems and projects module is not one hundred percent functional and this delays us in making decisions, as well as in monitoring major incidents, these points today represent an inconvenience for our company.

Pros and Cons

  • Incident Manager
  • Request Manager
  • Changes Manager
  • Activities
  • Asset Management
  • BI Analitics
  • Dashboard
  • Knowledge base
  • Problems Management
  • Task And Projects
  • Chat console
  • Bot

Likelihood to Recommend

If your objective is the management of incidents and requests, keep track of them, apply ITIL in its ideal methodology SysAid is the perfect solution, it is a tool in which you can manage your SLA's, create follow-up flows, ticket notifications and for Above all, the integration with third-party tools such as monitoring tools and even the creation of tickets through emails are one of the best functions that I have been able to use from the tool.

Support Rating

10
Since the implementation of the tool, the support that gave us their support has been fundamental for the implementation of the total operation of the application. Likewise, in moments where we have seen special requests from our company, it has been support who as soon as possible has supported us to solve and if necessary develop our requirements.
December 31, 2021

SysAid Is a Great Value for Us and for Many Other Organizations.

AW
Angelo Winfield
Information Technology Audit Manager
Lone Star Park (Gambling & Casinos, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is a good solution for our organization. Our users can submit a help desk ticket and they can also track the status. Our IT team is able to see the open tickets and leave a comment back on how the solution was fixed. Also, it has a knowledge base for our many of our repeat issues. We also like it for the inventory reporting on our devices.

Pros and Cons

  • Track tickets
  • Email the end-user and tech on the status
  • Great knowledge base
  • Inventory of our devices
  • Great inventory, but sometimes it does not re-inventory when we upgrade our Windows 10 from one service pack to the next.
  • If a ticket is assigned to a tech and they forgot to close the ticket, it wants to change the assigned name of the tech that worked on the ticket.
  • If a ticket is pending, could not find a way to deescalate a ticket.

Likelihood to Recommend

SysAid is good in any IT Department with just a few techs too many. Also works great when you are dealing with many departments and we can assign tickets to users outside the IT department.

Support Rating

10
When I do need them, they are available to help. We have not experienced much downtime or major issues. The system is stable and very reliable.
December 31, 2021

SysAid for the Aid of the Overworked SysAdmin

MH
Michael Hughes
IT Director
Mission Health (Hospital & Health Care, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid helps solve multiple problem areas. First and foremost was the ability to track user issues, and keep IT accountability. There was a very simple ticket-keeping system before, just a level above Excel. Now we can keep track of the tickets, how long they have been open, and [add the] user's response to the tickets. For IT accountability we can see how many tickets each technician has, and the [life] of the ticket, how long it's open, etc. Second, we didn't have an ITAM, and SysAid helped with that. The ITAM portion has helped us identify all of our assets, location, and users. Also, we have the patch management system, which has helped save time in automating this portion of system administration.

Pros and Cons

  • SysAid does a good job with its ticketing for us
  • SysAid works well with our AD environment
  • SysAid reports have proven very helpful
  • Asset Management and discovery
  • Help documentation
  • Sample setups or templates

Likelihood to Recommend

SysAid was a great choice for us, as it can be cloud or on-prem. One company the investors didn't want anything on the cloud, so we could implement it this way. We also have the option to migrate to the cloud if we need to. SysAid also was quick in putting out [a] resolution for the Log4J vulnerability.

Support Rating

9
SysAid has always been really quick to resolve and help, no matter if it is in chat or email. They help and check to make sure it is resolved and if there are any concerns that might need to be resolved.
December 29, 2021

Sysaid a wonderful service experience

CE
Claudia Espinosa
Customer Service Officer
Alnap (Financial Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use SysAid for [making] tickets to IT and requesting to other departments, adding attachments. We also use the Knowledge Database to solve some usual incidents and the password self-service when the user is locked [out] or forgets the password. We can get answer very fast and follow the ticket status online.

Pros and Cons

  • The password self service
  • The ticket routing
  • The notifications of ticket changes
  • The option for the users get reports
  • The option for find categories

Likelihood to Recommend

SysAid is very useful for departments of business, technology, legal, finance, and customer service for the ease and customizing of this. But, this is not very functional for the maintenance departments for the specific details that they need, because this department needs the mobility option and this only is possible in SysAid Cloud.

Support Rating

9
Because the use of the software is very friendly and the funcionality are very adapted to the business objetives.
December 28, 2021

IT services performance at a Glance

JT
Juan Carlo Tirado
CISO (Chief Information Security Officer)
ABACO (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid helped us to gain visibility about the performance of the IT services deployed on our organization. We wanted to implement ITIL standards since we were evolving in best practices for our Support Unit. The solution, after trying many of them, was given by SysAid in the management of the in-house services and also those with third-party providers.

Pros and Cons

  • Keep track of the incident, request, change and problems in a detailed way.
  • Creating a customized workflow to design your own procedures.
  • Integration with 3rd party tools as a complement.
  • The support service can be improved since they provide it according to their Time Zone that is not always appropriate.
  • The proactive following to check is all ok in the side of the customer.
  • The translating feature can be improved for the updates on the On Premise version.

Likelihood to Recommend

In fact, the scenario is simple: if a company wants to implement ITIL, SysAid provides the platform to get this goal done. It can require digging in the manuals or online videos to do it, but in general, it can be done easily (that is the way we did it).

Support Rating

7
The Time zones of the support team can be a barrier for better and optimal interactions (we are in South America). I really hope they can work on this to improve the overall customer experience.
December 28, 2021

SysAid makes it all better

DJ
Dave Joseph
IT Helpdesk
Caribbean Airline Limited (Airlines/Aviation, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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. due to its success it i sbeing expanded to ur legal department as well

Pros and Cons

  • 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.
  • create workflows allows us to automate manual processes within the organization
  • 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.
  • flexibility of the reports to allow complex formulae from excel

Likelihood to Recommend

It is more suited for a service environment, where each request can be recorded, assigned, managed and reported. Reports can provide limitless information. SysAid is adaptable to the needs of most departments, once there is a customer request and a follow-up action sysaid can be beneficial. For example, in a finance department SysAid may not be relevant when it comes to processing payroll or invoices but if there is a query SysAid can record the query, record who is assigned to respond, track how long it takes to respond/resolve, record this information for future analysis, assist in closing loopholes or improving efficiency.

Support Rating

9
Always available to assist, responses are a team effort with updates along the way. had a couple complex problems that the team was able to escalate and sort, it did take a while but updates were always forthcoming which made the process more tolerable, things are also done in a way that you learn to troubleshoot as you go along
December 28, 2021

SysAid--the best of the best in ITSM!

Kevin McCusker | TrustRadius Reviewer
Kevin McCusker
Global Information Technology Manager
EVAPCO, Inc. (Consumer Goods, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.

Pros and Cons

  • SysAid ticket management is completely customizable to fit our business needs.
  • Asset management gives complete visibility into assets across the organization and reporting.
  • The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
  • Active directory integration is fantastic.
  • Customer support is excellent.
  • The onboarding process is amazing and leaves no stone unturned.
  • The integrated remote control piece works but we miss some features of a more robust product.
  • There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.

Likelihood to Recommend

This is the first implementation of a help desk system within our organization. Users are used to making a phone calls and getting help immediately. The end-user portal is easy for end users to navigate and submit tickets, making this transition a lot easier for our customers.

Support Rating

8
Chat is very responsive and straight to the point.

Training Types Used

  • Online training

Upgrade Process

No
December 26, 2021

User support on site and remotely

Masmi Mohamad | TrustRadius Reviewer
Masmi Mohamad
IT Executive
Maestro Swiss Management Services Sdn Bhd (Food & Beverages, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is used as the IT helpdesk system. Besides that, we use SysAid to monitor our company computer assets, which include hardware and software. It is used throughout the whole organization and in all branches. With SysAid, our IT Team can perform user support on site and also remotely. Users can request IT support wherever they are in Malaysia and they will be attended to accordingly. We also used SysAid to monitor installed software in the company to ensure that we are in compliance with the number of licenses that we have. Lastly, we also use SysAid as a monitoring tool to monitor our server health and other devices in the company.

Pros and Cons

  • Enable user to report any IT-related cases to IT team.
  • SysAid also provides reports on asset management
  • With SysAid we can monitor our servers to ensure that they are running smoothly
  • We are unable to integrate SysAid with our ERP system
  • SysAid does not work very well with Linux server. The agents are manually installed and data is not real time.
  • We find that sometimes SNMP works and SNMP does not work with SysAid

Likelihood to Recommend

You can save a lot of time with Asset Management (e.g., it can keep track your company assets, which include hardware and software). You can install SysAid agents on your computers or use SNMP to push the SysAid agents. With these agents, all hardware and software-related data will be collected in one database for ease of use.

Support Rating

9
SysAid is a user friendly system. The system is easy to use. The support that I get is very satisfactory. I have tried other software for my company and SysAid suits us the best and can fulfill our requirements. With SysAid, we can manage our assets easily and the helpdesk is awesome
November 26, 2021

SysAid is easy to implement and use

HL
Hitesh Ladwa
Head of IT Services
Complete Cover Group Ltd (Insurance, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use it for logging issues with our IT systems and asset management. We have a number of internal IT teams (ServiceDesk, Infrastructure, Applications, SQL, IntranetDevs) and our users use these applications in their day to day job functions. Issues are reported into ServiceDesk by email creating SysAid tickets which are transferred to the appropriate support teams.

Pros and Cons

  • Asset management
  • Full visibility for user's issue and can track, chase resolution by email with an audit trail.
  • Reporting number of issues occurring daily, weekly, monthly, etc.
  • IT teams can track their own workloads
  • Report extracts needs to be in current versions of Excel
  • Layout of the forms should be easier to manage

Likelihood to Recommend

Easy to manage tickets [and] assign [them] across to other internal teams. Users [are] always informed where their issues are currently to resolution.
November 13, 2021

SysAid is a remarkable helpdesk tool

Jason Bayless | TrustRadius Reviewer
Jason Bayless
Lead IT Technician
Southwest Research Institute (Defense & Space, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is used in our division. We use it daily for helpdesk ticketing as well as for inventory purposes.

Pros and Cons

  • Keeps track of helpdesk calls.
  • Keeps an up-to-date inventory.
  • Has a great FAQ for users and technicians alike.
  • A way to push the client to Mac and Linux machines.

Likelihood to Recommend

SysAid is a great helpdesk tool that we use for ticketing and inventory. You are able to search many ways to find a history for resolution purposes.
November 13, 2021

SysAid--The ITSM Tool Worth Your Investment

Tau Garo | TrustRadius Reviewer
Tau Garo
CTO (Chief Technical Officer)
Brian Bell & Company Ltd (Retail, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is being used across our business. We have administration teams based in each of our remote branch offices and retail shops and these are the people who have been set up with access to SysAid through the web portal. Our team finds this very helpful because they're able to raise service or incident requests as soon as possible without having to call the helpdesk number. We also have the helpdesk email available and many of our users choose to utilize this as well. The end users are then able to track the progress on their tickets as to the IT support tech that's assigned to the task and the basic progress of the work being done to resolve or service their requests.

Pros and Cons

  • Categorization of the various different types of service or incident requests.
  • Project management module. We are starting to utilize this to capture all our project related activities and tasks.
  • Change management module. We are also starting to capture our changes in SysAid and therefore are able to provide reports and evidences of changes to our external auditors.
  • Perhaps interfacing with monitoring tools such as PRTG. This would enable tickets to be raised from the errors that are generated from the monitoring tool.
  • Business intelligence reporting, dashboards.
  • Expand to manage other maintenance and tech services such as for property, vehicles, electrical appliances, etc.

Likelihood to Recommend

SysAid is well suited in terms of managing IT service and incident requests. The application provides the repository for all IT related activities. My team captures everything they do on SysAid to show the levels of efforts, tickets, tasks, changes, projects, etc. that each of them is working on. A great tool in managing our IT-related activities, service, or incident requests. For our business we have a property and technical services division. With every electrical and electronic appliance we sell, there's a warranty and service attached to it. With our property department we run a large maintenance team. Initially we thought of utilizing the service feature in SysAid to try and manage the maintenance requests in these two other departments but the features didn't permit it. Perhaps something to look at.
November 11, 2021

ITIL Compliant ServiceDesk System with user-friendly self-service portal

Edward Fowler | TrustRadius Reviewer
Edward Fowler
Information Communication Technology Specialist
Government of Aruba (Government Administration, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is our ITSM Tool. Aides us in implementing and monitoring ITIL procedures and standards. We register all of our incidents and requests thru the SysAid Admin (IT Technicians) or Self-Service Portal (other users in all departments of the organization). It has enabled our clients/users to monitor the status of their requests and reported incidents without the need to have emails sent back and forth or asking who was working on their issue. The self-service portal is customizable and can easily be branded to be uniform to the organizations needs. We are currently automating a number of forms and processes (like move requests, equipment requests, on- and off-boarding) thru the WorkFlow manager. Next steps will be the integration with JIRA (since the application has a number of integration options with Office Automation, Collaboration Tools, Monitoring Tools and Project Management Tools) and a more intensive use of automation tools (like self-service password unlock and reset).

Pros and Cons

  • Ticket registration and tracking
  • Workflow management
  • Self-Service portal
  • Reporting and Feed-back/Notification
  • ITIL-Compliant
  • Flexible and Customizable
  • Workflow Design is powerful but has a learning curve
  • Admin Portal UI (has improved a lot in the last few years however)
  • Custom Reporting (again, this has improved a lot in the last few years)
  • Automation options (on the plus side, they listen to the users)

Likelihood to Recommend

If you're looking for an ITIL compliant ITSM, this is it. SysAid offers options based on the size and complexity of your organization. Post-implementation Support is superb but the Implementation Support takes the cake. SysAid listens to it's user base and periodic user-group workshops showcase what's new and how other users have made the best out of their implementation and has impacted their ServiceDesk performance positively.

Support Rating

9
Near perfect. Follow up is superb and implementation support is more than superb.
October 07, 2021

SysAid is a great idea to improve your service desk

CV
Carlos Valera
IT Project Manager
VenturesSoft (Information Technology & Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use SysAid as the sole communication channel between our service desk and our customers to assist them. We manage incidents, changes, and commercial requests through workflows that involve other specialized areas such as the development of infrastructure to meet user requests. We also use SysAid's analytical tools to measure service levels, which allows us to make adjustments in the operation and implement improvements in the processes.

Pros and Cons

  • Workflow management
  • Incidente management
  • Statistics and analytics
  • User management
  • workflows require practice to use them correctly
  • Support is slow

Likelihood to Recommend

It is an excellent tool to manage processes based on ITIL, its value for money seems better than that of other tools in its segments such as remedy or ServiceNow
October 04, 2021

SysAid is a tool that you must use in your business.

Caleb Bruno | TrustRadius Reviewer
Caleb Bruno
Administrador de aplicaciones
Grupo Unicomer/ Unicomer Group (Consumer Electronics, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is excellent for artboard management. Its main strength is the management of work groups which can have different roles. One of its disadvantages is reporting to senior management. It is recommended to use templates and customize. Licensing is very good. Technical support is acceptable. Response times are moderate. Generally speaking, it is a good tool.

Pros and Cons

  • Administration of requests
  • End user management
  • Admin user management
  • Project implementations
  • Incident log
  • Audit areas
  • Change histories
  • Project monitoring

Likelihood to Recommend

SysAid is an excellent tool in scenarios where it is necessary to work with many systems from different areas, it allows you to categorize and assign roles to users who attend incident tickets. It also allows the monitoring of KPIs and detect in which areas of the business it is necessary to strengthen for the proper functioning of the business.
January 11, 2022

Hindsight of SysAid

Shamin Muthukumarama | TrustRadius Reviewer
Shamin Muthukumarama
Application Support Consultant
Brandix (Apparel & Fashion, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is being used by the entire organization as a single source of tracking application and our main goal is to make process discipline and efficient support among internal service providers as well as external service providers. We were able to achieve that goal with the support of SysAid and currently one of our main KPIs is achieving the SLA of SysAid which has been defined by the top Management.

Pros and Cons

  • SysAid ticketing process is a part of ICT services. No ticket no service.
  • All ICT assets are managed via SysAid
  • Deliverables as per the defined SLA by the SysAid
  • All follow-ups done based on the ticket status and due date.
  • Key measures of individual performance is SLA achievement of SysAid
  • Ticket routing option to be more enhanced.
  • There is no predefined logic to get Pass/Fail status of current SLA
  • Analytics to be more customizable and advanced
  • Company hierarchy is required for large scale company (such as Group > Sectors> Clusters> Branch/ Location)
  • There is a limitation of timer objects
  • Data archival strategy to be more enhanced

Likelihood to Recommend

1. Service management process is so simple and easy 2. The ticketing process is so efficient and user-friendly 3. Mail integration is more useful l 4. The better solution to organize and prioritize services 5. Self-service tools are more attractive and user friendly

Support Rating

9
The team is friendly, caring, and has better communication and quality of work with the highest standard and professionalism. The team is giving better follow-up on the closing tickets with 100% customer satisfaction. Efficient support and always spot on.
January 11, 2022

Staying with SysAid!

SF
Simon Fabien
Executive Manager ICT
Caribbean Airlines limited (Airlines/Aviation, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid provides the central platform for the IT department to manage its customer base. In addition, the HR, Cargo, and Legal teams use SysAid in a similar manner, to support their internal customers.

Pros and Cons

  • Reporting is a strong point of SysAid as the reports are used when the technical team meets to discuss the status of jobs
  • SysAid allows our customers to complete a survey when each ticket is closed and this gives us a good idea of our customer satisfaction
  • SysAid has demonstrated that they can keep current with trends with upgrades and additions such as Automate Joe
  • We would welcome an easier way to manage assets
  • SysAid can consider offering lower prices on the use of its products

Likelihood to Recommend

SysAid has helped our team to meet and exceed its targets for outstanding support for the organization on a consistent basis over the past few years. It is an essential tool for our team and the organization.

Support Rating

9
SysAid is proactive with its support and readily available to discuss any issues we may have
December 30, 2021

Carlos Polanco SysAid review

Carlos Adolfo Polanco Ovalles | TrustRadius Reviewer
Carlos Adolfo Polanco Ovalles
Mesa de servicios
Asociación La Nacional de Ahorros y Préstamos (Banking, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

I use SysAid primarily to attend end users to solve incidents and inquiry’s of the entire organization whether is unlocking user credentials, installing new software, or solving problems with certains company own software or applicaction.

Pros and Cons

  • Making monthly reports.
  • Organize tickets.
  • End user portal.
  • Self service for credentials.
  • Known database issues.
  • The deployment of the self user agent.

Likelihood to Recommend

For the IT area it is well suited, and for banking operations on some banking products, for the legal area is also suited, and not so much on the human resources.

Support Rating

10
Every time we require SyAaid support we tend to solve the issues presented quickly.
December 30, 2021

SysAid - Great Features, Added Benefits, we would buy it all over again!

RH
Robert Henry
IT Director
Bailey Metal Products (Building Materials, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We utilize SysAid as our IT Service Desk ticketing tool to help support our business colleagues. All incidents and requests are entered by the business into the application.

Pros and Cons

  • ITSM Ticketing Application.
  • Asset Management.
  • Password Reset.
  • We are finding it difficult to create certain reports that we would like to develop.

Likelihood to Recommend

SysAid is a very intuitive, user-friendly ITSM system that is easy to access and utilize by our business colleagues. We enjoy the benefits of the Asset Management tool and the Password Reset capabilities are an extra bonus for us.

Support Rating

9
The onboarding was extremely well done and SysAid has always been quick to support when we have made a call to them.
August 31, 2021

It's alright as a Help Desk solution

Christopher Sawyer | TrustRadius Reviewer
Christopher Sawyer
Programmer Analyst
TCDRS (Investment Management, 51-200 employees)
Score 6 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use it as a Help Desk ticketing system. SysAid is used throughout the organization to submit help requests from software installation to reports of the website not working properly. It helps us keep requests/tickets organized and to meet associated SLA's. It also aides in getting the ticket to the appropriate team.

Pros and Cons

  • Email integration
  • Request form templates
  • SLA notifications
  • Admin interface needs simplification
  • UI in general needs updating
  • Easy to create too many email notifications

Likelihood to Recommend

It is just okay on my opinion. It will do what you need it to do as a Help Desk system but I don't particularly enjoy using it. It is clunky to me and too busy on the admin side with no real bells or whistles. Not the best or worst in its category.
December 23, 2021

SysAid, a great helpdesk software

AC
Andry Campos
Soporte Técnico
Asociación La Nacional de A y P (Financial Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

SysAid is being used for the whole company. We are using the incidents and request modules. Too we use the assets management and this help us a lot with the assets administration. Many departments has been adopted this software and we have good results. We has been improve the response time to the users.

Pros and Cons

  • Managing of SLA
  • Assets management
  • Remote control
  • Password assistance
  • The templates configuration with the drag and drop option would be exceptional.
  • To can manage the categories view for group in the permission option.
  • More spanish support.

Likelihood to Recommend

In my experience I can talk about the friendly that SysAid is. The customize option are very good and the option that you have for build scalation rules are very interesting. Sysaid is adaptable in the technology areas, but is not so adaptable in the process area. The use of this software for IT and customer service is very good.

Support Rating

8
I gave this rating because the support is very good and they have calificated technician that can help you when you have an issue or doubts about some process. The communication for email is fast and they give good answers to your questions. The unique that I think they need improve is add more spanish support for the customer that dont have fluently english
November 29, 2021

Good product and happy with SyAaid

LT
Lee Trieu
Global Service Delivery Team Leader
Ornua (Dairy, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

I use it as an ITSM tool for tracking, reports, auditing, and support within the ITIL model to handle changes, problems, incidents, requests, and services.

Pros and Cons

  • Workflow
  • Change request
  • Problem management
  • Incidents management
  • Request management
  • Asset management
  • CMDB
  • Scanning asset tags
  • Mobile app improvement as its not user friendly.

Likelihood to Recommend

It's well suited for support, reports, and management. it could improve on the asset management side and the mobile version of SysAid.