SysAid Reviews

Sysaid is being used at our organization as an ITSM tool to effectively deliver IT services to our cooperate organization.
We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.
The goal is to eventually roll this out to our entire global footprint.

SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
Active Directory integration is fantastic.

The remote control piece works but we miss some features of a more robust product.

I think the best feature of this program is the ability for this program to have all of the asset date within each ticket, which makes it so you don't have to jump around to find information. The ticket is resolved more efficiently with this feature.

1. There are 2 delivery platforms to choose from - on the Cloud or on the premises.
2. Being able to have all the asset data within each ticket.
3. Enables lightening fast ticket resolution time.

It's a bit on the pricey side, but very worth it for all of the efficiency it offers.

Overall, Sys Aid can be effectively used as a help desk or an asset management tool by any organisation. The price to performance ratio of the software is also quite amazing

- The support provided is very effective.
- The workflows are pretty good and easy to manage.
- We can assign multiple tickets for the same group at the same time.
- The tickets and service request can be closed very quickly.
- Sys Aid is straightforward to use tool for the end-user.

- The mobile version of the application has some limitations, like entering time.
- Microsoft Software integration is missing.

We have been using SysAid for almost 10 years. We started with the free solution and migrated to the Cloud solution when it was available, which helped us since we did not have to allocate infrastructure on site. Sysaid has been improving its platform incorporating new functionalities and improving the current ones. SysAid has become the tool for daily use where we practically enter everything we do in IT, which allows us to later review the information or generate a source of knowledge.

SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

SysAid gives company the plan of rectifying many problems, which gives the ability of managing tools and other business assets.

SysAid gives the idea of managing all the assets, by ensuring that all resources are put on board, and there is proper advancements. Again, SysAid helps in solving the many problems that organizations may face.

SysAid cloud version lacks some features, which developer should include. But the tool is always working and resolving problems.

It is one of the best budget friendly software with exceptional chatting and ticketing features. There are some cons, but the product is overall value for money.

- SysAid provides detailed and comprehensive analytics and statistics.
- It supports integration with many third-party software products.
- Easy to install and configure.
- The price is quite reasonable and also cheap compared to other alternatives.

- Configuration with drag and drop is missing.
- It does not work well with multiple users.

Overall, SysAid is an extremely useful tool for any organization, it is easy to use with a simple UI, there are some cons but they can be fixed updates.

-The installation and initial setup are quite easy.
-Its UI is straightforward and very quick and easy to use.
-It has built-in asset management tools for a better user experience.
-The customer service is quick and helpful.

-The only con SysAid has that its UI is very outdated, Also its analytics need more improvement.

Great implementation support, periodic user group workshops and superb feed-back and follow-up on any issues that arise post-implementation.

-ITIL Compliant
-Flexible and easy to setup and use
-Automated asset population and concise CMDB
-User-friendly self-service portal
-Wokflow management
-Job automation and integration with a number of third party scanning, monitoring, collaboration and project tools

Workflow management is very powerful. With this power and flexibility comes a learning curve. Although not steep, in a small team it makes you the wonderkind and you end up being the one that makes all the workflows.

It has been very useful, it has helped and accompanied the growth of the company, Incidents, Assets, Supervision.

Very useful for incidents, traceability, monitoring and auditing. In active a good tool for control and with a lot of information.

Some modules not so clear and it is necessary to contact the customer.

In general terms, having this service requires a very high investment. However, we highly recommend this tool since it channels a mandatory contact with customers based on their different contact extensions. It also has a very easy to use platform and has generated an increase in internal productivity and growth in terms of quality of service.

SysAid provides us with very complete tools for optimal management within Call Centers. It offers a varied system of communication channels which gives us different strategies to engage our customers again. It is also excellent for the elaboration of reports and reports with the information of the users in our database.

The service offered by SysAid has a value of 89USD per team, which compared to other providers is very expensive. In addition, the application search engine does not provide detailed information based on customer experience with our service and does not provide support solution to improve the experience.

Overall, SysAid can be used as a helpdesk for any company or organization. Also, it is highly customizable and comes with a great price point.

- It can be customized heavily according to the organization's needs.
- It can be easily integrated with other software.
- The customer support is quick and responsive.
- The pricing is quite affordable and provides value in return.

- The graphical user interface of the software can be improved.
- Ticketing system does not provide all the basic functionalities.

My experience from start to launch with SysAid has been great! Sales was knowledgeable and didn't try to oversell me, they talked to me like I'm going to be using this product for years to come and were honest with the features. Customer Success Manager was very nice and attentive to getting me scheduled with my Implementation Manager. My Implementation Manger was awesome because what he was explaining to me was making sense (and the meetings were recorded so I can go back later or even use them as training for future admins). Their team has made my implementation a success.

Customizability - track tickets via time based on their Status, how to route the tickets based on what the user selects, Templates that can have info prefilled based on what you want.
AD Integration - the integration was easy to setup and customize what OUs and Users I wanted to be synced over
Asset Management - groups can be created for different items, I created a group specifically for my Access Badges, I can also assign an Owner and a User (if say I have Temp badges that the receptionist has to give to visitors.)

Templates - although they are very nice and once you get used to making them it is easy, they aren't always easy to create at first. Putting tabs in order inside of the template after you have created them needs a small work around. You need to go to the Workflow Designer and then move the tabs to the End and move them back to where you want them (this workaround is a life saver and very handy) not a stopper by any means, but hopefully can be fixed in a future update.

SysAid is used by the entire organization, it's very important for the registration of requests, it is used by approximately 6 areas of the company in 5 countries. SysAid has the ability to record a lot of information and find it quickly when required. The ability to get the reports is great.

Easy to use:
The less experienced computer user quickly becomes familiar with SysAid.
Easy to set up:
Very easy to configure.

Friendly interface and clean.

Supports a large amount of information.

At the moment I have no problems with the system, everything works as I hope.

Great platform and would easily recommend it to any Help Desk or IT scenario. If ran properly it can do most of the work for you.

Easy to use and easy to train other users. Organization is key SysAid makes that a breeze. Reporting tool is top notch.

Customization is kind of hard and you may need to check the page several times over before finalizing.

Overall, SysAid is a versatile business software that works as a help desk for your organization. It serves almost all your purposes with its powerful tools.

- The software is quite easy to learn and use.
- It has the best compatibility for ticket and asset management.
- You can do mobile scanning of assets and easily do the tracking.

- The features are only limited to the cloud version.

Great all round tool for ITSM with great support to go with it. If you're looking for a tool that does ITSM and want value for money then SysAid is the tool to use.

All the functions of ITSM built in, easy to use interface with a great selfservice portal for customers. Help Desk ticket category routing. Great for filtering specific requests to specific IT staff. A lot of useful Dashbaords and prebuilt templates for reporting.

Does need some improvements on the admin user interface.

"Great customer service support. They listen to the customer need and ask for more information, so they have a better idea of our needs."

They state the solution step by step and asking for confirmation if there is any other question I have regarding this request.

It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen.

Having witnessed the product for the past 8 years or so, i can see the development is being done in the correct route and the product is becoming better and better.

Ease of use and great customizability to company needs. stable and elegant solution for service desk.

We are really happy, no cons.

A good ITSM package that ticks every box, if a little intimidating at times. The modular design lets you explore features at your own pace.

SysAid provides a good range of features that are very in-depth. The service desk is simple and effective and the asset management is highly comprehensive.

Some basic service desk features could be improved, such as communicating with submit users .

Great product, great team, great improvement in service delivery, quantitative results for decision making.

Flexibility, adaptability, customization, automation, customer support, always improving, always adding new features, always seeking customer reviews.

Difficulty with training being the only administrator, no options for individual training, maybe a self-paced option should be added.