SysAid Reviews

It is useful in generating clear reports to analyze the Data more efficiently.
Implementation of AI Chatbot has helped the end users without relying on calling the Servicedesk.
After cloud migration the response is faster, and we are able to create tickets in much lesser time. We are able to seamlessly pullup daily, weekly and monthly reports without any delay

Easily trainable to new staff.
Integration with Teams, Office 365 is seamless.
New AI Chatbot is very useful.

1 con i would think of is adding new field items in SysAid.
It takes 24 hours for it to come into live environment.
Database refresh could be faster, but can't complain.

My experience with SysAid has primarily involved 2years e.g., ticket management, asset tracking, password services, Nagiosxi integration with ITSM tool and AJ integration. I found it positive and challenging for integration with different API and I am very exited with the product and interesting

Comprehensive Features, User-Friendly Interface, Automation Capabilities and Integration: SysAid integrates with many other tools.

Learning Curve: While generally user-friendly, there can still be a learning curve for some users, especially when setting up and configuring advanced features and Integration Challenges

Management workflow, can connect to power bi for more option to do.
Can be integrated for Microsoft Teams, TeamViewer and Zapier.
Good mobile app.

Ticketing, Service Desk Automation, mobile solution, integration some platform, Power BI, API, Survey and Advanced Reporting.

Cost for small business, more option for survey. For example if we want to survey only for some group or do survey for 1 month.

SysAid is a great tool, easily customisable, user friendly and can be utilised by other teams within a business, outside of IT to support end users.
Time and investment has seen advancement in the product offering by SysAid which has brought AI into the system, despite not using this to date, the demo's look very impressive.
It's a one stop shop for an IT Helpdesk, however having Spaces would be beneficial.

Easy to implement work flows, that can be created by admins, no need to contact support unless assistance required, having these work flows cut down on the teams time/ effort in having to carry out steps of the process manually.

User list up to date as it links with AD, no manual intervention required to keep on top of the contacts list that we support.
SysAid support is always very helpful and quick to respond, they have AI provide initial answers within minutes, this has resolved my queries more than once.

User interface slightly outdated, the messaging function can be tedious when multiple emails have been sent, having to click into each message to get all the information required, a new version called Spaces should rectify this, however we have been waiting some time for this release, but it's not materialised.

Despite the dashboard being a handy tool for an overview of different Helpdesk metrics, it would be useful if we could choose what is reported on, instead of having to use the defaults.

This application eases my work and one of the best SLA management application in the market and I would recommend this 100 percent.

SysAid application integrates emails to cases and it is easy to maintain and regulate. Tickets are easily assigned and the status can be automated. SysAid manages the reporting and analytics in a great way.
SysAid offers request users to add additional notes to the ticket for the process manager to review in between if there is any change in requirement. The process managers can also send responses through comments for end user and assign a ticket for testing through UAT Workflow and provide instructions at the same time. SysAid also offers admins to create and manager various ticket templates and those are the pros of this application.

It is quite difficult to customize the SysAid application according to the organization. The installation part is the most challenging. Even though the application is beginner friendly the customization is quite difficult. The GUI of the page needs to be more intuitive for other users to work and raise tickets and interact with support engineers.

Normal problems for a company related to IT, such as computers, peripherals and meeting equipment, all of which can be resolved via ticket and with an SLA deadline for completing the service, minimizing complaints regarding requests made verbally.

The practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly, and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

SysAid gives us complete visibility in one place, from ticket creation to closing and tracking. This saves valuable time by having all information centralized.

I like how its intuitive interface allows you to create incident logs quickly, including user, team, symptom and solution details. In addition, it is very useful that it includes automatic assignment of tasks based on categories and skills. This distributes work evenly across the team. I also appreciate that it offers real-time metrics dashboards.

Customization, while useful, can sometimes lead to overly complicated configurations that are difficult to manage.

I have only positive feedback for SysAid, especially with its integration into Microsoft 365 and Microsoft Teams. This allows me to utilize Single Sign-On and the Microsoft Teams chatbot, enabling my users to easily create requests and incident tickets.

I appreciate SysAid for its user-friendliness, comprehensive features, and excellent support services, which have significantly simplified the help desk operations for my organization.

The design can be updated, but I understand that work is already in progress.

SysAid brings an open-source spirit to the world of IT service management while delivering enterprise-level capabilities. The modular architecture allows for flexibility and customization, ensuring it adapts to the unique needs of any organization. The community support is active, and the forums provide a wealth of knowledge and shared experiences. The ticketing system is robust, and the integration options with third-party tools are extensive. SysAid has proven to be a reliable and scalable solution for our growing business. The commitment to continuous improvement and the vibrant community make SysAid a top choice for those seeking a powerful IT service management platform with an open-source ethos.

SysAid's offers unparalleled flexibility and customization, allowing organizations to tailor the software to their unique requirements. The modular architecture facilitates easy integration with third-party tools, enhancing its adaptability. The active community support and forums create a collaborative environment for shared knowledge and troubleshooting. The ticketing system is robust, and the platform is scalable to accommodate growing business needs. SysAid's commitment to continuous improvement aligns with the software ethos, providing users with regular updates and new features.

While the software is highly customizable, it requires a certain level of technical expertise for optimal configuration. Documentation could be more comprehensive to assist users in navigating the intricacies of the platform.

SysAid is a valuable tool for IT and security management. Its automation and ticket management capabilities improve the efficiency and visibility of operations.

SysAid offers efficient ticket management, making it easy to track and resolve issues. This ensures that incidents are handled quickly, minimizing the impact on operations. In addition, automating routine tasks, such as software updates and patch management, reduces the risk of vulnerabilities and frees up time to focus on more critical threats.

Some advanced functionality, such as in-depth security data analysis, can be limited, which may require the use of additional tools.

SysAid is a robust ITSM tool offering comprehensive features for ticketing, asset management, and automation. While it excels in customizability and integration, initial setup and performance at scale could be improved. Ideal for organizations seeking a flexible and scalable ITSM solution.

- Customizable workflows, forms, and self-service portal.
- Strong integration options (e.g., Active Directory, Office 365).
- Automation and AI capabilities streamline processes.
- User-friendly mobile app for on-the-go management.
- Robust reporting and analytics for actionable insights.
- Effective self-service portal reduces IT workload.

- Complex Initial Setup: Customization and configuration can be time-consuming for new users.
- Performance Issues: Slower response times with large data sets or during peak usage.
- Limited UI Modernization: User interface could benefit from a more modern and intuitive design

Overall, SysAid is very good no matter the size of the company. It has very good integration with other systems of a company. Understanding the system is very easy.

We use SysAid in the company I’m contracted out to. Some pros are:
-The ITSM is very easy to understand and update information on
-SysAid provides a good tunnel of communication to end users for any changes made on their tickets.
-You can setup SysAid to convert tickets sent by email into a ticket.
-Good integration with Microsoft Exchange

-Specifically, the on-site version of SysAid can tend to be a bit slow. This could be server based but I’m not sure.
- sometimes when processing tickets it will say a ticket was updated even though it wasn’t. Checking the history does not show any updates made.

SysAid offers automation, asset management and customization capabilities that make it indispensable to ensure efficient and secure operations. SysAid strengthens our security posture by optimizing incident management and compliance.

SysAid also offers complete asset visibility, which is crucial for maintaining control over all devices and software in use. In addition, workflow customization allows us to tailor the system to our specific needs, optimizing both efficiency and security. Centralized information and detailed reports help ensure regulatory compliance, providing clear and accessible data for audits.

Advanced customization of some features can be limited, which does not always allow us to fully tailor the platform to our specific needs.

It has completely change the way we do our IT services. Moving from Redmine to SysAid was a great move. We would suggest using professional hours and support to correctly setup the system.

Fantastic support, easy to use new admin UI/UX, a lot of customization options, overview of the whole IT in one solution. It brought end users, helpdesk, management, system admins together on the same page

Some occasional stability issues, change management could be better, unexpected bugs that thankfully quickly resolved.

Overall deliver value fast with SysAid and easy for reports and dashboard, SLA and automation and support from SysAid are awesome.

Scale collaboration and alignment across your organization. Empower every team, from IT to HR to legal, to set up and customize projects quickly to deliver exceptional service.

Too much of settings for admin and could be better minimize.

I have been using SysAid for several years now and have enjoyed my experience. My job would be much more difficult without it. Our company has around 70 + users and approximately 90 pieces of hardware that is only supported by myself and one system administrator. Many days, we are stretched thin trying to support end users and hardware. SysAid has improved our ability to prioritize and address IT incidents and requests. Now, with SysAid's new Copilot AI, this will be a game changer for us. It is similar to adding an additional help desk technician, assistant for entering trouble tickets, and also assist with resolving more technical IT issues for IT admin. We honestly could not make it without SysAid.

Easy to navigate user interface
Many features rolled into one package
Great use of AI
Self Service Portal for end users
Easy configuration and install
Price vs overall value is great
Support is responsive and resolves matters timely

The only con that I can think of is the built in remote control module. It doesn't always work very well, especially when certain resolutions are used on the remote computer. We installed the TeamViewer add-in for SysAid that performs much better.

My overall experience till now is awesome. But there can be more improvements related to UI and Configurations

SysAid is an application that I use for my daily work. My favourite and best pro of SysAid is the emailing system. Whatever ticket we work it is very easy to communicate with the end user from that ticket, creating UAT workflows and UAT completion from users all can be done within a ticket and it helps with the tracking.

The application offers lot of customizations that I like the most. I personally work on customizing end user notifications, form changes, workflows etc. And I really like that it's simple and straightforward than most applications.

And finally for this review, I really appreciate the tech support chat. The SysAid support is very quick in response and are very helpful. Thank you!

For cons, I would say that the UI needs to be updated to be more friendly for admins. As I said in the pros, I customize the application often and the UI for accessing or working with the settings is not so appealing and reliable. Hence I hope an update will happen for this.

Designing the SR template is quite tricky and not so handy. The documentations SysAid provides are very useful but are very limited.
I cannot find more information regarding SysAid on the internet like I see for other applications. Hence more KB articles and docs are necessary.

Overall SysAid has been a great product for Help Desk purposes. It's very easy to track and monitor tickets that may come in, as well as generate deemed appropriate reports for the various information available.

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and customer service.

No major issues with SysAid yet. I would however prefer an easier way of editing and managing projects as it seems a bit confusing, as well as having more asset management capabilities.

SysAid is a powerful and versatile IT service management tool with robust automation and customization capabilities that make it ideal for improving efficiency and asset management.

Its ability to automate routine tasks, such as ticket and service request management, significantly improves operational efficiency. SysAid also offers advanced reporting and analytics features, which are valuable for monitoring team performance and optimizing processes. Integration with other tools and systems is seamless, enabling centralized IT asset management.

Initial setup can be complex and require considerable time to adjust to the organization's specific needs. In addition, some advanced features may require additional technical expertise.

My experience with SysAid has been very good because I have been accompanied at all times by the implementation team and I have managed to understand all the ITIL process configuration and adapt it to the management of my company.

SysAid provides tools that allow us to follow the best practices recommended by ITIL in the management of service desk allowing us to place our company alongside other large corporations.

Although it is not the main product offered by SysAid but a plus, they should improve the monitoring part.