SysAid Reviews

It is great for a ticketing system but we don't find the reports very useful, that is really the only negative side, and we wished we could use Power BI and Teams integrations with SysAid.

The end-user portal is easy to set up, modern looking and has Single sign-on. It also has the ability to create rules and allow users to email their problems in rather than going to the portal.

Reporting on the Admin side is hard to use and we don't find it particularly useful.

Overall experience is very good. Their support system is awesome, they always available to help on live chat, calling and e-mails.

Some pros are as follows:
- It is very easy to use and set-up.
- It is a very configurable application.
- It has a great user management system.
- Asset management is also a very nice features.

Rare cons as follows:
- It has outdated interface. Otherwise it is very good application.

SysAid is a versatile IT management tool. It offers a robust platform to monitor and manage. It helps to make support tickets, reports and self-help portal. It works great. I highly recommend this tool.

It's a complete IT management and monitoring. Custom and robust reports. It also offers helps desk solutions to make support tickets, escalation and self-help device portal for customers.

It worked great for me. Nothing to share about cons.

Great, helps keep issues straight and easy to move to other IT people. one button to open an issue and send to IT.

Easy to use and push to end users. great to use to track hardware. easy for end users to submit issues to IT.

Little clumsy to first setup, not the easiest to configure.

SysAid saves a lot of time for the company; by automating processes, making information retrieval easier and automated reporting.
Once a report is developed, you only need to customize the date ranges of you report.

Makes tracking of changes both hardware and software easy .
Workflow management is made easy.
Incident management and reporting made easy.
Time saving since searching for information is easy; compared to use of email.
Staff portfolio management is met with ease since incidents assignment and time taken to respond is all well managed in SysAid.
Knowledge Base management - once an incident is resolved and the solution is documented, its easily pushed/ saved into knowledge base offered by SysAid. Knowledge base is interfaced with ticketing such that you choose whether to save a solution or not.

A times you find that you need a feature which may be not many people have asked for and therefore for SysAid to provide this 'single customized feature', you need to finance it.

SysAid actually listens to its customers, they are there to help customers improve their IT management. They don't listen to the fads, they listen to us, the customer.

It is truly the number one help desk resource for IT administrators, it has it all.

None.

Great product and we are excited to roll out to other departments for their own solutions.

Robust, lots of options, strong implementation and sales team. The team guides you through the setup process and trains you at the same time.

A little overwhelming on how many things you can do.

Great! We moved to SysAid about 7 years ago for just the IT Operations team. Since then we have added application support, Infrastructure, marketing, customer service and finance.

Ability to customize anything. From the forms to the workflows. So many other products are canned and you cannot make any changes.

Needs to look fresher. I think they are working on this, but it still kind of has an old look from the end users perspective.

Each day it's my go to. I can log, manage my inventory, manage patch for computer, Windows or other software.

If you need all items in one place it's the software you need, ticket, inventory, CMDB, end user portal and a lot of nice features!

Only miss a rental system but you can do it if you want.

Our organization has used SysAid for nearly a year now and it was a small learning curve at first, but that was due to moving from an ancient system. The SysAid team offered their assistance with any question we had. It has now become the staple of IT tasking tracking and it used every minute of every day.

The interface of SysAid is fantastic. Our organization loves how easy it is for the end users to use to submit tickets to our IT department. The Support team is great and timely!

The out of the box reporting module left some stuff to desire, but Sysaid immediately took in our concerns and started taking input on how it could be improved.

Overall the product is doing well and exactly what we need. We were able to replace 5 products with this one.

Our company enjoy the Workflow processes between departments such as purchase orders, billing disputes, tickets and asset management.

The difficulty in setting up the workflow process.

Good tool for ITSM, but cannot do deep analytics.

Available on-premise and Cloud, Support in Spanish and english, topicalized options available by professional service.

Cloud is very restricted access to database, you cannot Access certain data via reports.

It is an excellent tool, capable of managing the entire IT operation and design of critical processes.

It's an excellent tool that provides visibility into operations and their processes. it is easy to configure and very adaptable to the need.

I would like there to be automation in the service desk, like a chatbot for 24/7 attention. and in the security part, multiple authentication factors.

Very good in almost everything. I cannot really think of any issues we have had in the past few years with this product, other than some short outages but were addressed right away.

User Experience is quite good.
routing and escalation rules are easy to place.
Cloud system is the best.
Support is superb.

Feature requests are kind of expensive.
Customizing reports is general and difficult to code in.

Great product, great support team, awesome service delivery and the great overall experience in tracking tickets.

Great interface, fast response from support team, easy to set up and use in existing environment and customizable.

Complex reports are not easy to handle, needs some knowledge to set it up or a team.

Overall SysAid is a great tool to maximize the productivity of your sysadmin team and also reduce the number of people required in the team.

- I like how SysAid is tailored to the needs of the customer instead of being a boring out of the box solution. This really helps us remove the clutter and have only what's needed.
- Drastically improves productivity of the admin team.

- No major cons per se but the pricing policies and options can get a bit confusing.
- The learning curve can be a bit steep during the setup stages.

SysAid is great for tracking projects, tasks and also for any client issues. It has many use cases and can be used for change management, incident management & support management.

Ease of access - straight forward installation & usage.
Affordable - great price to performance ration.
Many Customization options.
Time tracking feature.
Export options.
Email integration.

Leaning curve for advanced features is steep.
Response time of support can be improved.

An efficient application which is easy to set up, install and implement. It has got almost all the features you need for a ticketing system at one place.

They have an amazing and up to date tech support team. They are tailored to your needs and includes a wide variety of features.

Gotta know basic coding element to allow notifications.

Overall I absolutely adore SysAid and it empowers our admins and users to improve IT management. SysAid asset management allows us to control and manage all of our laptops and servers, at a glance to see who owns what and which tickets are associated. It allows us to streamline our leavers and joiners with workflows. Branded e-mails to end-users, requests and incidents in an ITSM package that is fully flexible to what you use ITSM for.

The only issues i've faced are that the interface could do with a little facelift. and some of the integreations aren't so useful to us specifically. I would prefer some newer ones with Office 365, Fuze, Monday etc.

The customer support is second to none and offer amazing support and service for any query or question and concern I may have. Resolving most if not all my issues on first contact in live chat.

- ITSM support.
- Asset management.
- Customisation.
- Self service portal.
- LDAP AD integration.
- Automated workflows.
- Workflow and HTML E-mail builder.

- Old user interface.
- Some older integrations not as useful now.
- E-Mails harder to view on ticket than on other systems.
- Self-Service FAQ in a pop-up window, should be integrated.

It is easy to use. User friendly. Excellent to control incidents and requests.
Helps to improve SLA and control for how our technicians work on the incidents.

-Good managing Time to resolve on Service Requests
- Excellent Support when there is an issue
- Basic reporting for Service Requests
- Very good using templates, and predefined expected times
- Good for handling statuses for requests

- Complex reporting with 2 or more tables involved
- Database integrity