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Sysaid at Bradfords

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 …

Staying with SysAid!

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

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Organize and prioritize service tickets (93)


Self-service tools (88)


ITSM reports and dashboards (81)


ITSM collaboration and documentation (76)


Reviewer Pros & Cons

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

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Lansweeper is PC and network inventory software that is designed to discover Windows, Linux and Mac machines in an organization’s network. It also inventories network devices such as printers, routers, and switches.

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Features Scorecard

Incident and problem management


ITSM asset management


Change management


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

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

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


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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.


(1-25 of 129)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
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

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
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
  • no training
The most recent is the change of the end user portal but there was no problem with us
November 26, 2021

Sysaid at Bradfords

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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[.]
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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).
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Incident Manager
  • Request Manager
  • Changes Manager
  • Activities
  • Asset Management
  • BI Analitics
  • Dashboard
  • Knowledge base
  • Problems Management
  • Task And Projects
  • Chat console
  • Bot
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • The password self service
  • The ticket routing
  • The notifications of ticket changes
  • The option for the users get reports
  • The option for find categories
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.
Because the use of the software is very friendly and the funcionality are very adapted to the business objetives.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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).
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
  • 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
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.
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
Kevin McCusker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
Chat is very responsive and straight to the point.
  • Online training
Masmi Mohamad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
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
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
Easy to manage tickets [and] assign [them] across to other internal teams. Users [are] always informed where their issues are currently to resolution.
Jason Bayless | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
SysAid is used in our division. We use it daily for helpdesk ticketing as well as for inventory purposes.
  • 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.
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.
Tau Garo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
Edward Fowler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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).
  • 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)
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.
Near perfect. Follow up is superb and implementation support is more than superb.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Workflow management
  • Incidente management
  • Statistics and analytics
  • User management
  • workflows require practice to use them correctly
  • Support is slow
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
Caleb Bruno | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Administration of requests
  • End user management
  • Admin user management
  • Project implementations
  • Incident log
  • Audit areas
  • Change histories
  • Project monitoring
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
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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
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!

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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
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.
SysAid is proactive with its support and readily available to discuss any issues we may have
Carlos Adolfo Polanco Ovalles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • Making monthly reports.
  • Organize tickets.
  • End user portal.
  • Self service for credentials.
  • Known database issues.
  • The deployment of the self user agent.
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.
Every time we require SyAaid support we tend to solve the issues presented quickly.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • ITSM Ticketing Application.
  • Asset Management.
  • Password Reset.
  • We are finding it difficult to create certain reports that we would like to develop.
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.
The onboarding was extremely well done and SysAid has always been quick to support when we have made a call to them.
Christopher Sawyer | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
  • Email integration
  • Request form templates
  • SLA notifications
  • Admin interface needs simplification
  • UI in general needs updating
  • Easy to create too many email notifications
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
  • 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.
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.
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
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Workflow
  • Change request
  • Problem management
  • Incidents management
  • Request management
  • Asset management
  • CMDB
  • Scanning asset tags
  • Mobile app improvement as its not user friendly.
It's well suited for support, reports, and management. it could improve on the asset management side and the mobile version of SysAid.