SysAid Reviews

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

Our previous trouble ticket tracking software was not nearly as robust as this. I now get updates on trouble tickets and can effectively address deficiencies.

As a supervisor, I love this software. It allows me to assign tickets to technicians, and track their overall progress. The reporting provides an awesome summary of ticket progress.

So far, I really like everything about this software.

Would recommend to anyone who needs a simple ticketing system but it's much more.

The people are very friendly and helpful. The whole system is really easy to use and works wonders.

Nothing to dislike, because of how simple it is everyone can use it.

I think that the tool presents itself, it has allowed us to have a help desk, which apart from being able to take IT cases, it is very easy to adapt to other areas, such as supplies and building maintenance, the mere fact of being able to try the different benefits and utilities, in a practical way and without having to install or program, the management in the cloud, without needing an additional server, makes one feel satisfied, having a support that goes hand in hand with what one It needs, at the same time, a community of easy access, where one can verify, with other users, how valuable the tool is, to finish the continuous training through webinars.

A very complete tool, easy to configure, easy to use and with first-rate support. Its ease of configuration did not allow to have the same functionality in less than a week, at the same time we were able to implement new projects, its ease of use, allowed us to use it without the need to provide previous training to the end user, or having to create complex manuals of use, using the same from email, as through the self-service portal, finally, support has always been very useful, obtaining a complete and timely service.

I think the only suggestion is that the end user, from his cell phone, can report the cases.

Good System,
Great Value Add
Good Reports and Dashboards
Requires very little maintenance
External database interface can be a little troublesome
Very Secure system

Automation
Look and Feel
Ease of use for End-User
Ability to customize
Mobile App
Device Scanner
Remote Agent Deployment

Initial Setup Difficulty
Patch Upgrades can cause some problems