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SysAid - Value for Money with great support and service.
Updated November 29, 2023

SysAid - Value for Money with great support and service.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM+

Overall Satisfaction with SysAid

We are one of the biggest software suppliers in the Public sector in South Africa, and SysAid handles all our Helpdesk/Support processes. With great value for money, support, and services, there is no way we can replace SysAid. We are a reseller implementer of SysAid in the Public space as well as a client. We cannot wait for the upgraded UI and functionality that is in the near future.
  • Help Desk.
  • ITIL Functions.
  • Asset Management.
  • Workflow
  • Native Whatsup integration.
  • Quicker ROI.
  • Saving on having only one tool.
  • Ease of use.
We just started implementing Automation and self-services, it has already reduced the number of tickets by 15%, and we can see this growing every month. Team integration is a great addition to the product to assist with quicker resolution times and higher client satisfaction as everybody these days works mostly on Teams.
Easy to use, and with SysAid support and service, you can get it up and running in a short space of time, depending on your willpower and in-house skills. Very helpful and skilled support staff will make sure you are fully equipped with the knowledge you need to make the project a great success.
More features and better prices from SysAid.

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

For the price, you get more than a Helpdesk. Most other providers cannot come close to their value-for-money proposition and with the support and service, you would be stupid not to look at SysAid as an option. We cannot run our business without SysAid we are moving to a service desk not only a help desk to automate and improve our business processes.

SysAid Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
7
ITSM collaboration and documentation
6
ITSM reports and dashboards
8
ITSM asset management
8.3
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
9
Change management
7.7
Change requests repository
9
Change calendar
5
Service-level management
9

Using SysAid

102 - ITC Support. Financial System Support. Change management and internal workflows
2 - We just need one for the infrastructure and then a SysAid setup and support person
  • Automated Workflows
  • Asset Management
  • Service Desk
  • Power-Bi reporting
  • Salesforce integration
  • CMDB
  • Change management
  • All Service Requests
We cannot operate our business without SysAid and for the price there is nothing out there that can compete.

Evaluating SysAid and Competitors

  • Cloud Solutions
  • Ease of Use
Budget and functionality.
We can maybe look at more options if we do it again.

SysAid Implementation

SysAid implementation team will guide your company to get the up and running in no time.
  • Implemented in-house
Change management was a small part of the implementation and was well-handled
  • None

SysAid Support

Quick and knowledgeable support staff.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support understands my problem
Support cares about my success
None
We have normal support, and it is sufficient.
After an upgrade the upload of attachments stopped working and the call was quickly escalated to senior support staff that fixed the issue quickly.

Using SysAid

We have been using SysAid for a long time, but new users find it easy to use and that shows that SysAid is very user friendly.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Incident Management
  • Workflow design
  • Escalation rules