Home > Help Desk Software > SysAid > SysAid vs osTicket

SysAid vs osTicket

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Our analysts compared SysAid vs osTicket based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
SysAid Software Tool
SelectHub Award Winner
osTicket Software Tool
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Product Basics

SysAid is a comprehensive Help Desk and IT Service Management software designed to streamline and automate various IT tasks. It is particularly well-suited for medium to large enterprises across industries such as healthcare, education, and finance, where efficient IT service delivery is crucial. The platform offers unique benefits like a robust ticketing system, asset management, and self-service portals, enhancing productivity and user satisfaction. Its powerful features include automation of repetitive tasks, integration capabilities, and advanced reporting tools, which provide valuable insights into IT operations. Users appreciate its intuitive interface and customizable workflows, which allow for tailored solutions to specific organizational needs. Compared to similar products, SysAid is praised for its flexibility and ease of use. Pricing details are not publicly available, so it is recommended to contact SelectHub for a personalized quote based on specific requirements. SysAid stands out for its ability to adapt to diverse IT environments, making it a versatile choice for IT management.
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osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

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$79/User, Monthly
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$10/User, Monthly
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Product Assistance

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Live Online
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Email
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FAQ
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Knowledge Base
24/7 Live Support
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Product Insights

  • Streamlined Ticket Management: SysAid automates ticket routing and prioritization, reducing response times and ensuring that IT teams can focus on resolving issues rather than managing queues.
  • Enhanced User Experience: With a user-friendly interface, SysAid allows both IT professionals and end-users to navigate the system effortlessly, improving overall satisfaction and reducing frustration.
  • Comprehensive Reporting: SysAid provides detailed analytics and reporting tools, enabling IT departments to track performance metrics, identify trends, and make data-driven decisions to enhance service delivery.
  • Integrated Asset Management: By combining IT service management with asset management, SysAid offers a holistic view of IT resources, facilitating better planning and resource allocation.
  • Customizable Workflows: SysAid allows organizations to tailor workflows to their specific processes, ensuring that the software adapts to the business rather than forcing the business to adapt to the software.
  • Improved Collaboration: With built-in communication tools, SysAid fosters collaboration among IT team members, ensuring that knowledge is shared and solutions are reached more efficiently.
  • Proactive Problem Management: SysAid's problem management features help identify recurring issues, allowing IT teams to address root causes and prevent future incidents.
  • Self-Service Portal: The self-service portal empowers users to resolve common issues independently, reducing the burden on IT staff and increasing user autonomy.
  • Scalability: SysAid is designed to grow with your organization, accommodating increasing numbers of users and devices without compromising performance.
  • Regulatory Compliance: With features that support compliance with standards like ITIL, SysAid helps organizations maintain adherence to industry regulations and best practices.
  • Cost Efficiency: By optimizing IT operations and reducing downtime, SysAid contributes to cost savings, allowing organizations to allocate resources more effectively.
  • Mobile Accessibility: SysAid's mobile app ensures that IT teams can manage tasks and respond to issues on-the-go, enhancing flexibility and responsiveness.
  • Seamless Integration: SysAid integrates with a wide range of third-party applications, ensuring that it fits seamlessly into existing IT ecosystems and enhances overall functionality.
  • Knowledge Management: SysAid's knowledge base feature allows IT teams to document solutions and best practices, facilitating continuous learning and improvement.
  • Security and Privacy: With robust security measures, SysAid ensures that sensitive data is protected, giving organizations peace of mind regarding information security.
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  • Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
  • Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
  • Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
  • Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
  • Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
  • Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
  • Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
  • Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.
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  • Service Desk Automation: Automates repetitive tasks such as ticket routing and prioritization, freeing up IT staff for more complex issues.
  • Asset Management: Provides a comprehensive view of all IT assets, including hardware and software, to streamline inventory tracking and management.
  • Self-Service Portal: Empowers users to resolve common issues independently through a user-friendly interface, reducing the burden on IT support teams.
  • Incident Management: Facilitates efficient tracking and resolution of IT incidents with customizable workflows and automated notifications.
  • Change Management: Offers structured processes for managing IT changes, minimizing risks and ensuring compliance with organizational policies.
  • Problem Management: Identifies and addresses the root causes of recurring incidents to prevent future disruptions and improve service quality.
  • Knowledge Base: Centralizes information and solutions for common issues, enabling faster problem resolution and knowledge sharing among team members.
  • Reporting and Analytics: Delivers detailed insights into IT performance and service delivery through customizable reports and dashboards.
  • Remote Control: Allows IT staff to remotely access and troubleshoot user devices, enhancing support efficiency and reducing downtime.
  • Mobile App: Provides on-the-go access to SysAid's features, enabling IT professionals to manage tasks and respond to incidents from anywhere.
  • Integration Capabilities: Seamlessly connects with other enterprise systems and tools, such as Active Directory and third-party applications, to enhance functionality.
  • Customization Options: Offers extensive customization to tailor the platform to specific organizational needs, including custom fields, forms, and workflows.
  • Service Level Management: Monitors and manages service level agreements (SLAs) to ensure compliance and improve customer satisfaction.
  • Task and Project Management: Supports IT project planning and execution with tools for task assignment, tracking, and collaboration.
  • Multi-Language Support: Accommodates global teams with support for multiple languages, enhancing usability across diverse user bases.
  • Security and Compliance: Implements robust security measures and compliance features to protect sensitive data and adhere to industry standards.
  • End-User Feedback: Collects feedback from users on service quality, providing valuable insights for continuous improvement.
  • IT Benchmarking: Compares IT performance against industry standards to identify areas for improvement and drive strategic decision-making.
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  • Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
  • Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
  • Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
  • Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
  • Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
  • SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
  • Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
  • Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
  • Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
  • Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.
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Product Ranking

#35

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Help Desk Software

#42

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Help Desk Software

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User Sentiment Summary

Excellent User Sentiment 374 reviews
Great User Sentiment 92 reviews
91%
of users recommend this product

SysAid has a 'excellent' User Satisfaction Rating of 91% when considering 374 user reviews from 1 recognized software review sites.

86%
of users recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

4.53 (374)
4.32 (45)
n/a
4.3 (47)

Awards

SysAid stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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Synopsis of User Ratings and Reviews

User-Friendly Interface: SysAid is known for its intuitive design, making it easy for IT teams to navigate and use its features effectively.
Efficient Ticketing System: The platform excels in streamlining ticket management, enabling IT teams to track, prioritize, and resolve issues efficiently.
Automation Capabilities: SysAid offers automation features, such as automated ticket routing, which can save time and improve the speed of issue resolution.
Self-Service Portal: The availability of a self-service portal empowers end-users to find solutions to common problems independently, reducing the workload on IT staff.
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Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.
User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.
Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.
Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.
Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.
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Customization Limitations: Some users have reported that SysAid's customization options are not as extensive as those offered by some competing ITSM tools, potentially limiting their ability to tailor the platform to their specific needs.
Integration Challenges: Integrating SysAid with certain third-party systems can be challenging, and some users have mentioned encountering unexpected costs associated with integrations.
Change Management Interface: While generally considered user-friendly, some users have found the interface for change management to be less intuitive compared to other ITSM solutions.
Support Responsiveness: Although SysAid's support is generally regarded as reliable, there have been suggestions that there's room for improvement in terms of proactiveness in addressing user issues.
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Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.
Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.
Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.
Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.
Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.
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Is SysAid the system you need to aid your IT needs? User reviews from the past year paint a largely positive picture of SysAid, particularly highlighting its prowess in IT Service Management (ITSM). Users consistently praise its intuitive interface and robust ticketing system, which streamlines incident tracking and resolution, a crucial aspect of IT support. SysAid's asset management capabilities also receive high marks, providing organizations with a centralized platform to track and manage their IT assets throughout their lifecycle. This granular visibility is essential for optimizing resource allocation and ensuring business continuity. However, some users point out limitations in SysAid's customization options, noting that tailoring the platform to specific workflows can be challenging. Integration with other business systems has also been cited as an area for improvement. While SysAid offers integrations, some users have found the process to be less seamless than desired. Despite these drawbacks, SysAid's affordability, compared to competitors like Jira, makes it a compelling choice for small to medium-sized businesses. For organizations seeking a comprehensive yet cost-effective ITSM solution, SysAid emerges as a strong contender, especially for those prioritizing efficient ticketing and asset management. However, businesses with complex workflows requiring extensive customization or seamless integration with a diverse technology stack might need to weigh these factors carefully when considering SysAid.

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Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution. However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

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