SysAid Helpdesk
February 12, 2025

SysAid Helpdesk

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

Software Version

Help Desk

Overall Satisfaction with SysAid

The system is used in my organization as a call and knowledge management system for the IT department. We have been using it for over 10 years. The system is user-friendly and efficient for managing all the technical information of the IT staff when handling and closing calls. It is easy to search within the system, and it offers many analysis and graphing options. Additionally, the system integrates with AD, mail servers, and other tools. It also has a client installed that monitors all the workstations in the organization, collects statistics, and allows for the generation of numerous reports on the organization's assets. In my version, there are still no AI capabilities, which I currently see as the only drawback.

Pros

  • calls and knowledge management
  • reports
  • assets management

Cons

  • Organizational knowledge retention
  • AI Insights
  • It took people some time to get used to the system.
  • The price is not very high compared to the value it provides in comparison to similar systems.
The ease of implementation and the cost of the product for a small to medium-sized organization like mine.

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

SysAid excels in managing IT services, including incident management, service request fulfillment, and asset tracking. the system have a detailed analytics and insights about IT services that we use every day in our organization . SysAid offers customization options, but there are limits in certain areas.

SysAid Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
8
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
ITSM asset management
9.5
Configuration mangement
10
Asset management dashboard
9
Change management ()
Not Rated

Upgrading SysAid

Yes - We upgrade the system twice a year, usually taking about two hours, and it goes smoothly without any issues.
  • security
  • New functionality
  • AI insights

Comments

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