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About SysAid
SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience.
The result? You lift CSAT scores by delighting employees with a reliable, easily accessible, and incredibly convenient service experience (AKA a consumer-grade service experience). Because now they can get the help they need at any time, in the channels they’re comfortable working in. MTTR improves as admins are free to now focus on more strategic tasks and projects. And organizations are liberated to unleash their true potential for productivity and fulfill their purpose.
SysAid pricing
SysAid does not have a free version but does offer a free trial. SysAid paid version starts at USD 79.00/month.
Starting Price:
USD 79.00/month
Free Version:
No
Free trial:
Yes
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SysAid Reviews
Feature rating
5 reviews of 467
View all reviews
Luigi
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 05/09/2024
Efficient IT Management with Some Room for Improvement
Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement.
Pros
SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.
Cons
The self-service portal could use a design update, and the change management process is not as intuitive as it could be.
Alternatives Considered
FreshdeskReasons for Choosing SysAid
We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.Reasons for Switching to SysAid
We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.
Clay
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
3
Customer Support
5
4
Reviewed on 13/08/2024
Effective Management with Room to Grow
My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.
Pros
What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.
Cons
What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.
Jae
- Industry: Transportation/Trucking/Railroad
- Company size: 51–200 Employees
- Used Daily for 6-12 months
-
Review Source
Value for Money
2
Features
3
Ease of Use
2
Customer Support
1
3
Reviewed on 25/09/2017
Behind the times.
A haphazard ticket system that sometimes works better then nothing at all.
Pros
I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.
Cons
Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated.
Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.
Response from SysAid Technologies
Thank you for your honest feedback.
We understand that life is not always perfect, but we want to have open communication with our customers to keep improving.
Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call.
To answer your issues:
Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded.
Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates.
Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing.
Your account manager will contact you tomorrow to make sure your issues are addressed
Replied 01/10/2017
Vishal
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4
4
Reviewed on 06/09/2024
Vishal's Review on SysAid
Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.
Pros
I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.
Cons
I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.
Alternatives Considered
ServiceNow Customer Service ManagementReasons for Switching to SysAid
We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.
Peter
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 04/09/2024
SysAid for ITSM and Operations
SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.
Pros
Reporting, Analytic and performance review
Cons
The Complexity. Sometimes, it's difficult to find some features
