SysAid Reviews

It has been good and we have had it since 2013. Always works and no downtime except for the odd server crashed from time to time (Not SysAid's fault).

Ease of implementation.
Ease of upgrading.
Good support.
Ease of changing server.
Good community.
Ease of implementing SSL.

UI feels kind of old.
Drag and drop would be a nice feature.
Less clicks to get things done would be good.

We use SysAid for our Help Desk ticketing solution. We also use it for keeping track of assets such as printers and computers on our network. This product has been instrumental in providing a ticketing solution once we lost our lead programmer. It has been very easy to maintain and very simple to navigate.

Simple help desk/ticketing software.
Seamless integration with active directory.
Asset management is simple to implement but provides great detail.

Some menu options are hard to find on the administration side.
The reporting feature lacks some details.
The remote control feature is less responsive than other solutions.

Once you have a grasp of how to configure the software, it allows you to configure the help desk in ways which greatly boost your work-rate.

The help desk is very easy to use once implemented and has lots of useful features that help you keep on top of your work load.

The implementation of different departments with different work flows took many months to complete.

It is a very good tool, with a lot of automation in order to send tickets to the appropriate area automatically, automatic escalations and also has a lot of features like integrations, ITIL compliance, hardware monitoring etc.

Very easy to deploy and use. AD integration, Cloud and on-premise installation, ITIL compliant, Incident, Problem and change management features.

Pricing model sometimes is not feasible for small business or LATAM markets.

The solution did help us to elevate the quality and efficiency of out support.

The automation in the system is superb.

The tab-fill out in the form isn't possible. It is a feature that is promised in the future.

I have had a very pleasant experience with the software and something that i would recommend to someone looking for an ITSM solution. I think that the things I don't like are things that could be changed in future releases.

Easy migration and sales team and support were very helpful. They helped me integrate this into my AD and also helped when i had issue with it staying connected.

I wish the dashboard was more user friendly and that where the tickets are they were easier to tell if they were opened or closed tickets.

We use SysAid for 7 years now, on Premise version.
It is our unique tickets base that is used by several support teams like HR, Communication, IT...
It is a perfect solution for dedicated support/helpdesk Team that can monitor and manage tickets all day long.

- Routing
- LDAP Integration
- Regular Updates
- Automation
- Custom templates with custom fields
- User friendly Self Service Portal

- Custom fields creation and visibility on submitted ticket for end-user
- Asset management too complicated

We really like this product and the ITSM functionality for the price is outstanding for what is offered. Network discovery for both hardware and software is excellent, also the ability to monitor assets health is really great and gives us the ability to be proactive with issues. The Self Service Portal is easy to use and has all the functionality you would want to create a service catalog. Integration with email and end users is really easy.

Easy to use and really great user interface. Great support that resides in the same hemisphere. Great trial period support on set up and free onboarding. Very competitive pricing and ITSM functionality. Excellent asset management and discovery.

Some of the customization is really convoluted and difficult to do and some of it is amazingly simple. I do not understand the lack of continuity in the ability to customize. Reporting could be stronger, canned reports are adequate and the interface is a bit clunky. If you set some fields to be mandatory it requires all similar fields to be mandatory. If you set the Category field to be mandatory it then requires both the Subcategory and third level fields to be mandatory.

Excellent email alert.
Project and time management.
Progress report.
Report Management.
Keep record of new updates and informing users involved on the incident or project.

Incident management.
Email alert configuration.
Project and Call management.
Incidents can be assigned according to its priorities.

You need more knowledge as the admin to configure the template according to your company specification.
More training training.

Reduce the time of solving IT issues and increase the compliance.

Easy to use/administer the software. Low training times to administer, easy to train end-users.

Some of the admin features are in English, we are Spanish speaking, and not all of our admin guys speak English.

So useful for management, easy to use and friendly with user. We can extract data of database, using SQL server.

Easy for using, we can manage our tickets and send survey to the users, in addition we can see statistics about our process in operation.

Maybe can improve templates surveys, they are so basic, but you have an option to development your own surveys.

The experience has been great. I have been working with this on different stages; user, admin and now the one in charge of implementation and support. I am very pleased, on all the process, and I am glad to be part of this.
It has been used worldwide, for our company, and looks like we are all in the same office.

- Very easy to use and install
- Quick implementation for new user
- Great Support and assistance
- Lot of connectors for other tools

Reporting has been the less used function for us. We are creating our own reports based on the databases information.

For all we use this for, it is a fantastic product, and we're glad that it's now a cloud solution instead of needing a server on-prem.

There are a ton of options and settings that you can configure in the product. They have an AMAZING support team.

Configuration seems hard to find the options you are looking for at times. Definitely need to plan out a rollout of this product.

Overall, it's a great ITSM software with a lot of customization option available. It has rich features and is competitively priced.

It has a built-in asset management solution which helps you to view, secure and manage your assets from within your service desk.
It's in built automation capabilities saves desk agents from manual and repetitive tasks.
Great customization options.
Easy tracking of service tickets.

The only thing I feel right now, is that the User Interface needs some improvement.

I think that SysAid software is perfect for helpdesk administration. The function that this has is adaptable to any company.

The software has the features necessary for a company of it solutions. The personalization of fields and templates isn't hard.

The software needs an integration with some BI tools for statistics generation. This needs a manual about the detailed use of the BI Analytics and the software integration with third party software.

It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.

The relationship of the tickets with the equipment to keep a history of failures, the creation of tickets and the suggestions of possible solutions at the time they create these for the end user and Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.

The remote support function I think could be improved, the alerts module I think could be easier to configure and in the reports module it could be improved for the creation of new reports

Overall, SysAid can be used as a helpdesk by any organization, from small to big. It offers some useful tools like asset and patch management.

- It is very easy to set up and install Sys Aid.
- It is very integration-friendly, can be integrated with almost all the relevant software.
- It has some useful features like asset management and tracking.

- Licensing is only limited to 250 assets.
- The GUI can be improved.

We like the application a lot, had great experiences with both the sales team and with the support person who helped us with configuration. Overall, they were very responsive.

This product was simple to configure and allowed us to set up a custom UI for our internal customers. We (IT) enjoy the ability to make changes that take effect immediately. The users of the system like its format and ease of use.

Our company is made up of three distinct teams with different email addresses. Only one of them can be configured to be end users; the others use the system as guests. When you are a guest, you have no visibility into your personal ticket status or history.

Overall, Sys Aid is a great tool to be used by whole departments to create tickets, service and change requests and problem requests.

- Sys Aid allows the user to access multiple tickets at a time.
- It is one of the easiest to use management and helpdesk tool for the end user because of its categorized layout and user-friendly UI.
- There are multiple useful features like accessibility, scheduling and reports accuracy.

- The initial implementation requires a lot of time can be a big hassle for a common user.

Overall we are very happy about our decision to use SysAid as our Helpdesk tool and would decide again for it if we would need to do so again.

The easy setup and the superb support for all questions
The end user portal is self explanatory and the AD sync makes admin work easy.

The reporting function could be a bit more detailed.