SysAid Overview

SysAid is the #7 ranked solution in our list of top Help Desk Software. It is most often compared to ServiceNow: SysAid vs ServiceNow

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.

SysAid Buyer's Guide

Download the SysAid Buyer's Guide including reviews and more. Updated: May 2021

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

SysAid Video

Pricing Advice

What users are saying about SysAid pricing:
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • "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."
  • "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."

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Nick Border
Project Manager at Ark Data Centres Limited
Real User
Top 5
Enabled us to have a better workflow for tickets and provides us with multilayered service management

What is our primary use case?

We're an unusual company where we don't have a traditional IT service desk. We do have an IT support team, we have a separate networks team, and we have our general client service desk. So what we wanted from SysAid, is something that was more customizable, more user-friendly, and didn't require huge amounts of consultancy to maintain and develop. We've got 14 directly using it, in various small service desk roles and three different IT-type network teams who do general client service desk. Most of my environment is in IT. We do have a very large network of organizations that we've built and… more »

Pros and Cons

  • "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 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."

What other advice do I have?

The service desk and automation orchestration have not yet affected our employee onboarding processes. We are expecting it to be more automated. We'll also have workflow around it for approvals and for new starters. We want it to create tickets for laptop builds and stuff like that. That's all planned for the future, but it's not quite there yet. My advice would be not to wait long to change. SysAid is so much easier than the previous tools we had. I wouldn't hesitate to use it anywhere else in the future. I'm confident in installing a new version of SysAid and getting it up and running in a…
Uday Madasu
CIO at Jewish Board of Family and Children's Services
Real User
The change management software gives us workflows and allows for an approval process

What is our primary use case?

We use it for HR, payroll, and finance.

Pros and Cons

  • "All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
  • "We would like them to approve the security functionalities, e.g., management security features."

What other advice do I have?

One of the things that we do in my department is a lot of training for our end users on different applications: clinical and financial applications. We use SysAid and the incident data within SysAid as a guide to think about how effective our training process is. Because if you do a good job of training, then the number of requests for support should go down. Sometimes, we do training but look for patterns with the incidents, then we figured out what we need to change with our training. Or, sometimes a particular user or group of users look like they're just not getting it, so we determine if…
Learn what your peers think about SysAid. Get advice and tips from experienced pros sharing their opinions. Updated: May 2021.
511,521 professionals have used our research since 2012.
Cheryl Sobkow
Director of IT Support Services at University of Michigan School of Business
Real User
Top 20
Email rules allow us to route tickets directly to a given area without intervention, saving us time

What is our primary use case?

We use it for incident management and service request management. We use it for the Knowledge Base and we also use it for equipment inventory, the CMDB. Those were the key pieces that we needed to bring together in our organization and we wanted a tool that would integrate those key points. We are using the cloud version. We don't have the client onsite version.

Pros and Cons

  • "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."
  • "One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

What other advice do I have?

If you have a service management strategy and model of support, that integration of key elements that are important to your organization — whether it's incidents or service requests or problem management or asset management or a CMDB database — becomes very important. The fact that they're all in this one tool is a nice thing to have, both in terms of functionality and cost. We don't use the asset management. We use the CMDB for our inventory and we went to that because the barcode scanner app currently only functions with the CMDB. I made the decision to use the CMDB in the capacity of…
Tobias Raab
Group Head of IT at Tour Partner Group
Real User
Top 5
If a user wants to enter the ticket and start typing in, they will already get suggestions about how to resolve the issue

What is our primary use case?

We use SysAid for all of our internal user requests from all departments, from all areas or offices for the whole IT Department as well as for finance and for marketing. Any user request will go through SysAid to be dealt with. We are on the latest version. We are just about to upgrade to the full version where you have access to the newest features.

Pros and Cons

  • "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."
  • "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."

What other advice do I have?

We haven't seen money savings via automation capabilities yet but going forward, as we are introducing it at the moment and as we are in these circumstances with the pandemic and with tourism, we will have a smaller team. We will be able to do the same work with a smaller team. We will have savings going forward with the automation, which we need to have implemented. With the openness and transparency, the first thing I learned was, people are really looking into it and you need to be up-to-date with the system. It has nothing if you have tickets and you don't have to change any stages or you…
DJ
Help Desk Administrator at a transportation company with 1,001-5,000 employees
Real User
Top 10
Increases the efficiency of technicians and departments

What is our primary use case?

My company is an airline and my IT department uses it. For example, an IT request will come under the house subtype. It is all under one system, but we have subtypes, where subtypes are called: * "Incidents" that go to the IT department. * "Requests" that go to the HR department. * "Complete" that go to the facility management department. I am in IT. So, if staff needs assistance, we have three types of forms that they can do: * They can call in, then the administrator will create the certificate. * There is a client that is installed on most machines, where they can generate their own… more »

Pros and Cons

  • "It tracks everything that the technicians are doing. We can account for time and manage resources."
  • "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 administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

What other advice do I have?

Once you implement a system like SysAid, it changes IT and pushes the business and goods forward. If you work at an older company, you will have people with a seasoned mentality. It is to be expected that you will have to get everybody onboard with the new technology. This is why we still take calls, and we shouldn't be taking calls. A person should be telling them to do tickets because tickets have kept us on track. However, because we have newer and older mentalities, the people with the older mentality will always try to do a call, so we accommodate that. We really need to move away from…
JZ
Senior IT manager at a computer software company with 1,001-5,000 employees
Real User
Top 5
Quite stable with good pricing and a clear user interface

What is our primary use case?

We primarily use the solution for incident management and request fulfillment.

Pros and Cons

  • "The simplicity of the solution is excellent."
  • "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."

What other advice do I have?

We're just a customer and an end user. We don't have a business relationship with the company. The biggest lesson I've learned is that it's not so much about the tool as it is about change management. You need to ask yourself how you can effectively introduce the tool into a company to get the most out of it. I'd recommend the solution to other organizations. For smaller companies who are starting with their first ticketing system, it's a suitable entry platform. Overall, I would rate the solution at a six out of ten.