1. Home
  2. IT Service Management (ITSM) Tools
  3. SysAid Reviews
  4. User Review of SysAid
SysAid - powerful Help Desk software for sophisticated Help Desks
November 13, 2017

SysAid - powerful Help Desk software for sophisticated Help Desks

Bill Davis | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid was acquired for use by our IT department primarily as a means to track trouble tickets (requests to the Help Desk) and change management functions for our applications programming team. We are expanding its use to allow all employees to enter help desk requests directly into the SysAid system, which should get problems under investigation sooner.
  • Software can be configured in various ways based on many different data, making it very flexible and adaptable to a specific customer's requirements.
  • Base product is very powerful and may not require purchase of additional modules.
  • Technical support team is very knowledgeable and helpful.
  • Documentation is online and accessible.
  • The product is very large and complex. Expect a steep learning curve to get full benefits.
  • Flexibility is both a strength and a weakness. Consider obtaining expert guidance (at a cost) to get system setup to your own needs more quickly.
  • Time zone difference (USA vs Israel) has presented problems in communication in the past.
  • Their reporting product is weak. The Excel files it can output are practically worthless. Plan on mining their database with your own tools for most useful reports.
  • Can't quantify.
  • TrackIt
TrackIt was overpriced and under powered. We selected SysAid after a limited search. We felt it would be an upgrade over TrackIt and it certainly has proved to be.
Product is much more than a trouble ticket/work order tracker and seems appropriate for a sophisticated Help Desk operation. Other features, such as its Change Management module, reinforces its usefulness in such an operation. For a smaller operation that needs basic work order tracking without a lot of refinements and complexity, SysAid may be overkill. In particular, I wouldn't recommend trying to adapt it to other service delivery functions, such as facility management, as its administrators (and every technician is an administrator) must be very competent technically.

SysAid Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
9
Expert directory
Not Rated
Self-service tools
5
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
7.0
Configuration mangement
7
Asset management dashboard
7
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
Not Rated
Service-level management
Not Rated