What is SysAid ITSM?
SysAid is an IT service management (ITSM) and help desk software that integrates all the essential IT tools into one Service Desk. Available as a cloud-based or on-premises solution, its rich set of features include a powerful Help Desk, Asset Management, and other easy-to-use tools for analyzing and optimizing help desk performance.
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Real user data aggregated to summarize the product performance and customer experience.
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86 Likeliness to Recommend
1
Since last award
95 Plan to Renew
77 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+82 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love SysAid ITSM?
Pros
- Respectful
- Fair
- Acts with Integrity
- Reliable
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
End User Self Serve
Technician Administration
End User Support Solutions
Integrated Knowledge Management
Integration With IT Tools
Multi-Site Functionality
Service Catalog
Multi Device Capability
Reporting
Vendor Capability Ratings
Ease of IT Administration
Vendor Support
Ease of Implementation
Business Value Created
Usability and Intuitiveness
Breadth of Features
Ease of Customization
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Availability and Quality of Training
SysAid ITSM Reviews
Prachi k.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted May 2021
Effective tool for basic business requirement
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
SysAid provides the basic features to run the business for clients. Can easily track, create, link tickets to one another. it also includes the ITSM modules. It includes basic reporting.
What is your favorite aspect of this product?
Easily understandable, saves time. This product is not as expensive as other ticketing tools. Serves the basic purpose of ticketing requirements.
What do you dislike most about this product?
Doesn't include in depth reporting features. Its not a complex product. Fulfills only basic requirement
What recommendations would you give to someone considering this product?
Efficient tool to serve basic ticketing business requirement. It is cost effective. Since its easily understandable, it saves alot of time.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Enables Productivity
Alexandre M.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2021
Track work orders.
Likeliness to Recommend
What differentiates SysAid ITSM from other similar products?
SysAid is outstanding for routing ticket categories, it is advantageous for filtering specific requests to specialized IT staff, for managing technical support teams, it enables self-service to reduce queues in support departments, and escalation rules facilitate distribution. of tickets according to expiration dates.
What is your favorite aspect of this product?
I like SysAid is a tool for managing customer service cases, IT asset management, it is a self-service portal, it allows the relationship of tickets with equipment to maintain a history of failures, to create tickets and suggestions of possible solutions at the time of creating them for the end user, facilitates inventory management, upcoming maintenance dates, warranties expiration alerts, among others.
What do you dislike most about this product?
Integration with other software is sometimes difficult.
What recommendations would you give to someone considering this product?
I recommend SysAid is a technical assistance service, IT support, and for service departments, it allows the customer to create a ticket, informs him immediately by email, and allows to assign-reassign work to other colleagues for a faster response time.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: C-Level
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Feb 2021
Old-school technology rooted in the 20th century
Likeliness to Recommend
Pros
- Reliable
- Trustworthy
- Efficient Service
- Caring
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Performance Enhancing