Overview: SysAid and Track-It! as Help Desk Category solutions.

SysAid and Track-It! are both help desk solutions catering to diverse business needs but with different strengths and focus areas. SysAid supports a broader range of processes such as sales document management and proposal & quote management, appealing mainly to large enterprises in the IT and healthcare sectors. Track-It!, with a focus on communication and license management, is favored by enterprises in IT, education, and manufacturing, providing robust helpdesk and communication tracking capabilities. Vendor support preferences indicate 24/7 availability is crucial for both products' users.

SysAid: SysAid delivers automated IT service through a comprehensive, AI-powered next-gen ITSM platform. Exceptional service and advanced features are provided.

Track-It!: Track-It! is IT help desk software for managing tickets, change requests, knowledge base, and IT assets. It is designed for help desks and service desks.

SysAid and Track-It!: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

SysAid offers comprehensive helpdesk management, workflow management, and knowledge management, meeting diverse operational needs with a focus on communication and sales management. read more →

Track-It! focuses on helpdesk and knowledge management, with additional capabilities in communication tracking and license management. read more →

Business Goals

SysAid facilitates scaling best practices, enhancing customer relationships, and improving internal communications to align with efficiency and customer acquisition goals. read more →

Track-It! centers on enhancing customer relationships and stakeholder relations, supporting goals such as improving internal communications. read more →

Core Features

SysAid stands out with features like compliance, data export, and broad integration options, essential for large-scale operations needing custom reports and seamless data management. read more →

Track-It! offers core features like analytics, ease of migration, and custom reporting, supporting varied user needs, though with limited security features. read more →

Vendor Support

SysAid provides extensive support including 24/7 availability, along with email, phone, and chat support, reflecting its complex user requirements. read more →

Track-It! offers 24/7 support, with additional phone and email support, aligning with expectations for consistent availability. read more →

Segments and Industries

SysAid primarily serves enterprises, mid-market, and large enterprises, with significant use in IT and healthcare industries. read more →

Track-It! is used widely across enterprise and mid-market sectors, particularly in IT, education, and manufacturing industries. read more →

Operational Alignment

SysAid fits well into complex operational workflows of larger businesses, offering solutions tailored to high-demand environments. read more →

Track-It! aligns with businesses needing robust helpdesk and communication solutions, suitable for varied scale operations. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

low

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Phone Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for SysAid and Track-It!

What solutions does SysAid and Track-It! provide for Helpdesk Management?

SysAid and Track It are both helpdesk management tools designed to track tickets and manage assets. SysAid offers a more sophisticated approach, providing advanced features for customization, automation, and reporting. Track It is a simpler solution, focusing on affordability and ease of use. Both tools provide self-service portals and mobile interfaces. However, Track It has limitations in personalization, while SysAid has been criticized for downtime and user disinterest.

"...No matter how small you think your organization is, it is never "too small" to use a help desk management suite...." Peer review by Hunter B, Technology Consultant, Information Technology and Services

"...The Help Desk module delivers all the information needed to allow competent ticket resolution to our end users...." Peer review by Dana M., Government Administration

What solutions does SysAid and Track-It! provide for Knowledge Management?

Sysaid and Track It both include knowledge management features. Sysaid allows for managing knowledge bases, classifying incidents, and generating statistical reports. Track It focuses on creating a database of known issues and their solutions, offering a knowledge base for both technicians and end users. A limitation of both tools is that the knowledge management modules sometimes struggle with efficiency and ease of use.

"...SRS routing, knowledge base, priority of SRS created, send direct message to mail-user of SRS Status...." Peer review by Yeremy P, Trend Micro Review

"...Track-It! comes with video setup tutorials and an online knowledge base...." Peer review

How does SysAid and Track-It! address your Engagement Management Challenges?

Sysaid and Track It both help manage engagement with users by tracking requests, providing follow-up, and enabling communication. Sysaid assists with organizing equipment and inventory, while Track It offers a web interface for user interaction. Sysaid has been criticized for its user portal, while Track It lacks a dashboard feature for user visibility. Both tools provide valuable features for managing engagement but have limitations in user experience.

"...Since we started SysAid we feel like all the tickets are under control in terms of tracking, follow up, future referencing, and putting files for future usage...." Peer review by Verified Reviewer, Religious Institutions, 201-500 employees, Religious Institutions