4 / 5 69 reviews

Who Uses This Software?

SysAid serves organizations spanning all industries and sizes from SMBs to Fortune 500 corporations. From our basic to enterprise edition, there is something to suit businesses of all magnitudes.

Average Ratings

69 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • SysAid Technologies
  • Founded 2002

About This Software

SysAid's Help Desk offers one place and dashboard to manage all your IT support. You'll find all the essentials you need in one place including a powerful ticket management tool, IT asset management, self-service portal and more. Implement your customizable Help Desk easily and quickly today from the cloud or downloadable on-premise software. With 15+ years of experience, SysAid has been serving +100k admins globally. Get a Free Trial now or contact us to see what SysAid can do for you.

  • Ad Hoc Reports
  • Ad hoc Analysis
  • Ad hoc Query
  • Alerts / Escalation
  • Appointment Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Automated Routing
  • Automatic Customer Notices
  • Automatic Scans
  • Availability Management
  • Bandwidth Monitoring
  • Baseline Manager
  • Benchmarking
  • Billing & Invoicing
  • Budgeting & Forecasting
  • CMDB
  • Capacity Monitoring
  • Change Management
  • Community Forums
  • Complaint Monitoring
  • Compliance Management
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Cost Tracking
  • Custom Patches
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Data Analysis
  • Data Visualization
  • Depreciation Management
  • Diagnostic Tools
  • Document Management
  • Escalation Management
  • Event Logs
  • Hardware Inventory
  • Help Desk
  • Historical Audit
  • IP Address Monitoring
  • IT Asset Management
  • IT Budgeting
  • IT Service Desk
  • IT Service Management
  • Inbox / Queue Management
  • Incident Management
  • Internet Usage Monitoring
  • Issue Auditing
  • Key Performance Indicators
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • License Management
  • Live Chat
  • Maintenance Management
  • Mobile Access
  • Multi-Patch Deployments
  • Multiple Brands / Products
  • Network Wide Management
  • OLAP
  • Patch Management
  • Performance Metrics
  • Predictive Analytics
  • Problem Management
  • Procurement Management
  • Profitability Analysis
  • Project Management
  • Real Time Analytics
  • Recurring Issues
  • Release Management
  • Remote Access
  • Remote Control
  • Remote Protection
  • Requisition Management
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • SLA Management
  • SLA Monitoring
  • Scheduled Deployment
  • Scheduling
  • Scorecards
  • Self Service Portal
  • Server Monitoring
  • Service Catalog
  • Service Desk Management
  • Service Reporting
  • Software Inventory
  • Strategic Planning
  • Subscription Services
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Trend / Problem Indicators
  • Trouble Ticketing
  • Uptime Monitoring
  • User Activity Monitoring
  • Vulnerability Scanning
  • Web Traffic Reporting
  • Work Order Management

SysAid Latest Reviews

Automatically translated. Show original review

Not so great customer service.

3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money

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.

Automatically translated. Show original review

SysAid is a great product that could be a fantastic product

3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money

Comments: We were able to get a comprehensive product that gave us the biggest bang for our buck compared to any other product. Overall we are very happy with it. Support, not so much. There are lots of things we would change, or focus on changing for sure.

Pros: We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Cons: Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.