SysAid, helpdesk tool for small and large companies and much more
September 08, 2020

SysAid, helpdesk tool for small and large companies and much more

Andres Espinosa | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

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.
  • 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.
  • As an internal tool, the benefit has been effective, since we have records of cases, follow-up and control of SLA's with the users of the organization.
  • In the asset management part, it is important for the area to control and record the equipment assigned to the organization's officials, so the investment is already returned.
The visualization and the environment is clear, easy and effective, sometimes the reloading of elements and the entire list of objects within the tool make SySAid efficient. Salesforce Service is related to many objects and sometimes navigability and finding the necessary resource is complex. Aranda in the version that I handle, it did not have a good visual aspect compared to SysAid, the configurations with other systems were more complex and almost always required an expert to be able to do them.
SysAid can be configured without much experience with the tool and can be easily customized.
Support with SysAid is fast and efficient, when speaking with product engineers they are very successful with the help they give the user and the follow-up to the cases is adequate. In my case, something to highlight is that I don't always need to write in English, since my main language is Spanish, and sometimes the situation is not so clearly described in English, so being able to write in Spanish and that from SysAid they respond to me understanding and giving me timely information is very helpful.
SysAid is a very intuitive tool, and the customizations it allows make cases clearly identifiable, in addition to the multiple layout functionalities, make users only have to add little information to scale the case.

Do you think SysAid delivers good value for the price?

Not sure

Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?


Would you buy SysAid again?


This tool is easy to configure from scratch, there is documentation of each of the characteristics and depending on the license acquired these characteristics can improve and in the same way they are not complex to implement. Additionally, if there is a need, SysAid offers support in several languages, in my case in Spanish at times where it is required, and allows cases to be escalated in the same way, I write in Spanish to make myself understood better and the advisor and/or SysAid Engineer attends my request in a very correct way.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Service-level management