SysAid Reviews

Summary: 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.

Positive: 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

Negative: 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.

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

Positive: 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.

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

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

Positive: 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.

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

Summary: 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.

Positive: 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.

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

Summary: 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.

Positive: 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.

Negative: 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.

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

Positive: 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.

Negative: 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.

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

Positive: 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!

Negative: 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.

Summary: 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.

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

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

Summary: 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.

Positive: 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.

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

Summary: 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.

Positive: 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.

Negative: 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...

Summary: 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.

Positive: 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.

Negative: 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.

Summary: It has been a great learning journey with SysAid. By now I think most of the technical support team knows my name and think am troublesome.

Positive: SysAid tickets management has been the best and we have matured together since we purchased. I like the capability of creating workflows to address specific processes. I also like the knowledge base management, which has allowed us to upload some knowledge to close the knowledge gap among support and users of the services we offer.

Negative: The inability of it software model not able to manage license utilization, I was quite disappointed when I discovered that software license utilization is not something SysAid offers.

Summary: SysAid provides cost-effectiveness, extensive customization, and simple implementation and has consistently been the most cost-effective and efficient option over the years.

Positive: SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Negative: I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Summary: Very easy to use, as an administrator you have complete autonomy to configure the system with the look of your company, placing logo, banner colors, etc.. when handling tickets, the ticket viewing queue can be configured according to the needs of each analyst or group, form registration, categories, and service catalog that are also easy to understand and use.

Positive: Easy configuration, import data via Excel, integrations with various tools, open API for use, customized views for analysts, dashboard configuration for management that is also very fast and intuitive.

Negative: You can't choose whether you want to use light or dark mode, which we already have in practically all applications, websites, etc...

Summary: As you can see, I cannot really find something that I can criticize on SysAid. We have been partnering with them for 5 years and just signed a 3-year extension. We are also moving into the SysAid cloud with a lot of support and functionality improvements the experience will only get better. We cannot wait for next year's upgrade of the UI/UX and to see all the new improvements.

Positive: Ease of use and we are used to SysAid as we are using it now for more than 5 years. SysAid is always moving forward so you will not get stuck with outdated technologies. Customizations is key as every business is different. Support is also a big Pro for us our Account manager Gal is always available, and support is always there to assist. Pricing is also a big Pro on our side the functionality you get for the price I don't think there is another product that can compete our there.

Negative: We did look at other tools and system last year and after our investigation we could not find replacement for SysAid all the Cons is also being addressed by SysAid and with the UI/UX upgrade next year I cannot think of something.