We performed a comparison between SolarWinds Web Help Desk and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable feature of this solution is the assets management module."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"Once installed, it runs like a charm and doesn't ever crash."
"It is easy to use."
"SolarWinds is scalable as far as adding devices and servers."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution can scale."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"This solution needs to have mobile application support added."
"A little outdated compared to newer products that include protection and detection."
"Currently, SysAid does not have a mobile application."
"SysAid has fewer AI features compared to other tools."
"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."
"There is a learning curve for the users."
"We would like them to approve the security functionalities, e.g., management security features."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. SolarWinds Web Help Desk is rated 7.6, while SysAid is rated 8.4. The top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". On the other hand, the top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus, whereas SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management.
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