SysAid Reviews

Name: SysAid
Brand: SysAid
Rating: 4 (10 reviews)

4.2 out of 5

10 reviews
90% willing to recommend

759 followers

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.

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SysAid is the #18 ranked solution in top Help Desk Software and top IT Service Management (ITSM) solutions. PeerSpot users give SysAid an average rating of 8.4 out of 10. SysAid is most commonly compared to ServiceNow: SysAid vs ServiceNow. SysAid is popular among the large enterprise segment, accounting for 61% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 16% of all views.

Helped 813,418 peers since 2012

Featured reviews

Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

We use SysAid for internal IT ticketing, and I am a part of the IT team responsible for managing it. All our staff members with IT issues raise tickets through SysAid, and we categorize them into subgroups for easy management. SysAid serves as our primary tool for managing all internal IT requests…

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Cheryl Sobkow

Director of IT Support Services at University of Michigan School of Business

The Knowledge Base would be another area where I would look for growth in SysAid. It is very much a text-based article system, or you can do attachments. But I'd like to see it grow so that it is more graphical and has some additional tracking features. The Knowledge Base is a simple text editor. I'd like to have more formatting and be able to use more visual elements within the tool. 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. The portal function is not a function, at this time, that my organization would have any need to turn on. Because of that, I'm limited. I can't directly expose articles to customers. I'd like to see a little bit more development in that area where you're able to have segmentation of knowledge. The other aspect that I'd like to see is that, in the Knowledge Base and in the CMDB, I can't run reports into those entities. I can do it from the incidents and requests — and problem management, but we don't use that. So for the Knowledge Base and CMDB, I have to go into the dashboard for each one of those and use filters to get to the information that I want, and then I can export it. A nice feature and growth opportunity for SysAid would be to develop the reporting tool and link reporting capabilities to all the aspects within the total solution.

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Nick Border

Project Manager at Ark Data Centres Limited

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. If site A only shows you buildings and site B shows you inside the buildings, it's not clever enough for that. It is lacking a little bit of logic behind the scenes for that sort of stuff to work. But generally speaking, it's a really good product. It's very polished. It could maybe use a bit more flexibility with the layout of the forms. At the moment you can choose your field, but it's just choosing which fields are on top of the other. You can't cancel or move fields around on a page to make it look a bit prettier. I think checkboxes and certain things like that would be handy. I would like to have a checkbox function, a yes/no dropdown list, against a bit of a user-friendly user interface stuff but I'm being quite picky, really. A bit of a more in-house UI would be great going forward.

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SysAid mindshare

Product category:

As of October 2024, the mindshare of SysAid in the Help Desk Software category stands at 0.7%, down from 1.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software

Key learnings from peers

Valuable Features

"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 solution can scale."

Room for Improvement

"SysAid has fewer AI features compared to other tools."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."

Pricing

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
"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."
"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."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SysAid Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

16%

Financial Services Firm

11%

Insurance Company

University

Retailer

Construction Company

Government

Real Estate/Law Firm

Outsourcing Company

Wholesaler/Distributor

Educational Organization

Legal Firm

Healthcare Company

Manufacturing Company

Energy/Utilities Company

Comms Service Provider

Non Profit

Media Company

Performing Arts

Recreational Facilities/Services Company

Logistics Company

Hospitality Company

Aerospace/Defense Firm

Museum Or Institution

Consumer Goods Company

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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