What Is SysAid?

SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and away smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong.
SysAid provides the fix that IT has so badly needed.
Try IT for free today.

Who Uses SysAid?

SysAid serves organizations spanning all industries and sizes from SMBs to Fortune 500 corporations. From our Help Desk to the ITSM+ edition, there is something to suit businesses of all magnitudes.

Where can SysAid be deployed?

Cloud-based
On-premise

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 206 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • Yes, has free version

SysAid has a free version and offers a free trial.

Pricing plans get a free trial

About the vendor

  • SysAid Technologies
  • Located in Airport City, Israel
  • Founded in 2002

SysAid support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Albania, Algeria, American Samoa, Andorra, Angola and 206 others

Languages

Chinese, English, French, German, Hebrew and 5 others

SysAid videos and images

SysAid Software - SysAid Incident Mgmt
SysAid Software - SysAid Reporting
SysAid Software - SysAid Reporting 2
SysAid Software - BI Analytics: Active SRs
SysAid Software - BI Analytics:SLA Breaches
View 6 more
SysAid video
SysAid Software - SysAid Incident Mgmt
SysAid Software - SysAid Reporting
SysAid Software - SysAid Reporting 2
SysAid Software - BI Analytics: Active SRs
SysAid Software - BI Analytics:SLA Breaches

Features of SysAid

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Analytics
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • CMDB
  • CPU Monitoring
  • Change Management
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Customer Support
  • Customisable Branding
  • Customisable Reports
  • Customisable Templates
  • Dashboard
  • Drag & Drop
  • Email Management
  • Event Logs
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • IT Reporting
  • Incident Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Performance Monitoring
  • Prioritisation
  • Problem Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Task Management
  • Third Party Integrations
  • Ticket Management
  • Uptime Reporting
  • User Management
  • Workflow Configuration
  • Workflow Management

SysAid Alternatives

Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management.
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Get a fit-for-purpose support solution implemented in record time with low-code customizations and ITSM best-practice capabilities.
Radically redesigned to set a new standard for IT service management on-premises or in the cloud.
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation
ServiceNow Customer Service Management is built for the digitally connected service economy.

Reviews of SysAid

Average score

Overall
4.5
Ease of Use
4.5
Customer Service
4.5
Features
4.5
Value for Money
4.5

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Thomas
Thomas
IT Analyst in UK
Verified LinkedIn User
Law Practice, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

SysAid - Simple Solution, Big Outcome

5.0 3 years ago

Comments: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pros:

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Cons:

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Alternatives Considered: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Choosing SysAid: No longer fulfilled our growing list of requirements.

Switched From: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Switching to SysAid: Cost and Versatility

peter
peter
IT Service Catalog, Asset and Configuration Analyst and Knowledge Managerr in Ghana
Verified LinkedIn User
Information Technology & Services, 501-1,000 Employees
Used the Software for: 2+ years
Reviewer Source

My Personal Experience With SysAid ITSM TOOL and CMDB

4.0 4 weeks ago New

Comments: SysAid Asset management tool has been able to resolve most part of our audit issues and it has been a good news to management. However, it is still required to resolve the prominent issue of file/application configuration monitoring.

Pros:

The integration with current business process has been easy. The product is easy to implement as long as the prerequisite is met. I like the fact that assets discovered can also display the propriety software installed on them as well as alert on the software changes.

Cons:

I believe the CI relations can be improved by automating it (Reference AppDynamics). A report can also be built for the articles which are mostly read in a week or month. More Analytical Asset dashboards can also be developed for Management use. The capability to monitor file content and folder content changes must be implemented (This is an ISO requirement which will satisfy audit issues)

Alternatives Considered: ServiceNow

Reasons for Choosing SysAid: Cost and SysAid promise of meeting our CMDB requirement

Switched From: Remedyforce

Reasons for Switching to SysAid: Cost and SysAid promise of meeting our CMDB requirement

Rafael
MIS Technician in US
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Not so great customer service.

1.0 5 years ago

Comments: A help desk solution in which none was being used by the companies I worked in.

Pros:

The program is cheap. Somewhat easy to setup. Not cluttered like other software I've used in the past.

Cons:

I've used this software for over 7 years. Almost every complaint that everyone else has about this software, I've made myself and the #1 complaint is that the company is based in Israel and they are hard to understand / get a hold of / and don't fully understand the real problems until the issue is explained a few times. I've installed purchased and installed this software in 3 different companies, and the experience was always the same. I then did work for them for a short amount of time. I wanted to bring to them the outside experience being a customer, and all the complaints I kept getting from U.S. customers, and even from other countries. I truly wanted to make this company better. But instead, they started to hire even further away, Romania, will the same comprehension issues. Now that they only 1 rep left for the U.S. and after that, I doubt they will ever hire again in the U.S. because of how different we think about customer service and how expensive we are. So they took one step forward by hiring the first U.S. rep and then myself, to them go two steps backwards by letting me go and hiring in another country for support. Yes, I did work there and am a former employee, now a customer again. But I was a customer before that, and nothing has changed before I started working there, and nothing will after I am gone. So please do not delete this review and publish for all to see as I wanted nothing for this company to succeed and instead I was shown the door.

jason
IT Support Supervisor in Canada
Hospital & Health Care, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Reasonably priced and fully featured

5.0 3 months ago

Pros:

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Cons:

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

James
James
Systems Administrator III in US
Verified LinkedIn User
Higher Education, 201-500 Employees
Used the Software for: 1+ year
Reviewer Source

SysAid Review

4.0 3 years ago

Comments: We have tracking capability with SysAid that we never had before. We are able to better route our service requests to the correct team for quicker response. We have better ability to tier our help desk services. We have the capability of tracking hardware and software assets and maintaining an ITIL CMDB.

Pros:

Includes an asset management system and CMDB, modern interface for end-users and administrators, excellent sales and technical support.

Cons:

Workflow management is a little outdated and has a bit of a learning curve.

Alternatives Considered: Jitbit Helpdesk

Reasons for Choosing SysAid: Lack of capabilities in tracking, tiering, asset management, and CMDB.

Switched From: Jitbit Helpdesk

Reasons for Switching to SysAid: Price and capability.