We performed a comparison between SysAid and TeamSupport based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It tracks everything that the technicians are doing. We can account for time and manage resources."
"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."
"I would say the overall flexibility of the product is its most valuable feature."
"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 can scale."
"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."
"The simplicity of the solution is excellent."
"The two most valuable features are the portal and reporting."
"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."
"We would like them to approve the security functionalities, e.g., management security features."
"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."
"Currently, SysAid does not have a mobile application."
"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."
"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."
"There is a learning curve for the users."
"It needs better integration with other tools like Jira."
Earn 20 points
SysAid is ranked 20th in Help Desk Software with 10 reviews while TeamSupport is ranked 42nd in Help Desk Software. SysAid is rated 8.4, while TeamSupport is rated 7.0. The top reviewer of SysAid writes "Email rules allow us to route tickets directly to a given area without intervention, saving us time". On the other hand, the top reviewer of TeamSupport writes "Stable, easy to install, and cost effective, but it needs better integration and data management". SysAid is most compared with ServiceNow, Spiceworks and JIRA Service Management, whereas TeamSupport is most compared with .
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