SysAid Reviews

Name: SysAid
Brand: SysAid
Rating: 4.2 (10 reviews)

4.2 out of 5

10 reviews
90% willing to recommend

759 followers

What is SysAid?

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

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SysAid is the #18 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give SysAid an average rating of 8.4 out of 10. Based on the analysis of the 10 most recent SysAid reviews, the overall sentiment is positive, with a sentiment score of 7.0. SysAid is most commonly compared to ServiceNow: SysAid vs ServiceNow. SysAid is popular among the large enterprise segment, accounting for 59% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 15% of all views.

Helped 816,406 peers since 2012

Featured reviews

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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Nick Border

Project Manager at Ark Data Centres Limited

The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields. If site A only shows you buildings and site B shows you inside the buildings, it's not clever enough for that. It is lacking a little bit of logic behind the scenes for that sort of stuff to work. But generally speaking, it's a really good product. It's very polished. It could maybe use a bit more flexibility with the layout of the forms. At the moment you can choose your field, but it's just choosing which fields are on top of the other. You can't cancel or move fields around on a page to make it look a bit prettier. I think checkboxes and certain things like that would be handy. I would like to have a checkbox function, a yes/no dropdown list, against a bit of a user-friendly user interface stuff but I'm being quite picky, really. A bit of a more in-house UI would be great going forward.

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Uday Madasu

CIO at Jewish Board of Family and Children's Services

We would like them to approve the security functionalities, e.g., management security features. Currently, the way society is set up in our agency is that we only have two roles. There is either end user roles, where an end user can submit requests for help and incidents, then they can see the status of what is going on with them. We also have what are called system administrators. These are people who are providing the support, but there isn't any role based security. For example, if I could divvy up the security, I would like a staff role and a manager role, so a manager can look at all the different tickets that their staff has submitted and what the status is, as end users. For support people, I would like them to be able to figure out a way to separate out the support that is provided by the IT staff versus the facility staff, HR people, or finance people. Right now, we only have two roles: Either you are an end user, but then you can also be an office admin. This means the facilities people can see every ticket that is in the support queue, which is not great. This is an area where we would like much clearer, broader role based security from SysAid.

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SysAid mindshare

Product category:

As of November 2024, the mindshare of SysAid in the Help Desk Software category stands at 0.7%, down from 0.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Last updated Nov 21, 2024

Valuable Features

SysAid users highlight its customizable nature, enabling tailored front-end and back-end configurations. The BI Analytics module offers valuable insights. Change management workflows and approval processes are streamlined. Its user-friendly interface and Self-Service Portal simplify ticket submissions. SysAid excels in asset management, tracking inventory and user-location connections efficiently. Reporting is praised for functionality and ease of use. Integration with other applications and automated features like Automate Joe are beneficial, enhancing efficiency and reducing workload.

"SysAid is more user-friendly, and its configuration is easier than other tools."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."

Room for Improvement

SysAid requires improvements in several areas, including enhancing the Knowledgebase for article referencing and segmentation. Security functionality and role-based access need expansion. User interface design needs to be more intuitive, especially in admin sections, and reporting should be less complex. Training options require flexibility with more accessible online methods. Workflow automation lacks logic and flexibility in form customization. Furthermore, a mobile application for iOS and Android would be beneficial, and AI features need enhancement.

"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."

ROI

SysAid significantly improved process efficiency and user satisfaction, leading to savings from reduced headcount and prevented data loss by automating tasks. Although some saw no direct monetary return, the investment was recouped within a year. The improved transparency and accountability allowed for capturing crucial data and supporting strategic decisions, crucial for managing company growth. By automating workflows, it saved significant time across teams, contributing to substantial financial savings and better overall operations.

Pricing

SysAid offers competitive pricing, often cited as more affordable than competitors like ServiceNow and ConnectWise. Users appreciate the reasonable initial costs and value of the out-of-the-box features. Licensing is flexible, with options to add licenses or integrations as needed, such as TeamViewer for remote access. SysAid provides unlimited end-user access and covers key setup costs within standard licensing, allowing enterprise buyers to scale as required without significant additional expenses.

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

Popular Use Cases

Organizations primarily use SysAid for managing IT services, incident and request management, facilities management, HR, payroll, and finance. It integrates various functions, such as the Knowledge Base and CMDB, enabling ticket generation through calls, clients, and emails. Some incorporate SysAid for internal IT ticketing, categorizing requests for efficient management. SysAid is favored for its customization, user-friendly interface, and maintenance ease, serving as a tool for diverse departments and innovative network infrastructures.

Service and Support

SysAid's customer service is highly efficient, offering 24/7 assistance, contract-based, and quick response times. Technical support quality varies; first-level support is adequate, second-level receives high praise. Professional services are knowledgeable and effective in implementation. Users appreciate continuous communication during issue resolution and the availability of community support. Typically contacted through online chat, support is often escalated when needed. Most users are satisfied, rating support highly.

Deployment

SysAid setup experiences are varied. Some found it easy and straightforward, thanks to helpful consultants and clear guidance. Others faced complexity, particularly with back-end configurations and customization needs. Initial setup took from a few days to months, influenced by workload and company size. Migrating from old systems was seamless for some, while others needed ongoing support and adjustments. Many valued SysAid's patient and knowledgeable staff, which facilitated a smoother familiarization process.

Scalability

Users report SysAid functions efficiently as usage increases. They have seen smooth transitions during user expansion, with no significant barriers when integrating additional assets or administrators. Many users indicate this software easily handles growth, supporting thousands of users across diverse departments without performance issues. Both cloud-based and on-premise setups are noted for their adaptability, with some even managing company-wide coverage, demonstrating suitability for medium-sized and larger organizations.

Stability

SysAid is praised for its reliability and robust stability. Users consistently report no performance or maintenance problems. Some experienced minor initial stability issues years ago, but current operations are praised as very stable. An outage linked to AWS and rare vendor support are the only noted incidents. Companies rate its stability highly, noting seamless upgrades without downtime and emphasizing its strong performance. Users appreciate not having to set up servers due to cloud availability.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SysAid Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

15%

Financial Services Firm

10%

Insurance Company

University

Retailer

Construction Company

Government

Real Estate/Law Firm

Comms Service Provider

Outsourcing Company

Wholesaler/Distributor

Legal Firm

Healthcare Company

Media Company

Non Profit

Educational Organization

Manufacturing Company

Energy/Utilities Company

Performing Arts

Museum Or Institution

Recreational Facilities/Services Company

Logistics Company

Aerospace/Defense Firm

Hospitality Company

Consumer Goods Company

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SysAid customers

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank