SysAid Reviews

Summary: My experience with SysAid has primarily involved 2years e.g., ticket management, asset tracking, password services, Nagiosxi integration with ITSM tool and AJ integration. I found it positive and challenging for integration with different API and I am very exited with the product and interesting

Positive: Comprehensive Features, User-Friendly Interface, Automation Capabilities and Integration: SysAid integrates with many other tools.

Negative: Learning Curve: While generally user-friendly, there can still be a learning curve for some users, especially when setting up and configuring advanced features and Integration Challenges

Summary: SysAid is a great tool, easily customisable, user friendly and can be utilised by other teams within a business, outside of IT to support end users.
Time and investment has seen advancement in the product offering by SysAid which has brought AI into the system, despite not using this to date, the demo's look very impressive.
It's a one stop shop for an IT Helpdesk, however having Spaces would be beneficial.

Positive: Easy to implement work flows, that can be created by admins, no need to contact support unless assistance required, having these work flows cut down on the teams time/ effort in having to carry out steps of the process manually.

User list up to date as it links with AD, no manual intervention required to keep on top of the contacts list that we support.
SysAid support is always very helpful and quick to respond, they have AI provide initial answers within minutes, this has resolved my queries more than once.

Negative: User interface slightly outdated, the messaging function can be tedious when multiple emails have been sent, having to click into each message to get all the information required, a new version called Spaces should rectify this, however we have been waiting some time for this release, but it's not materialised.

Despite the dashboard being a handy tool for an overview of different Helpdesk metrics, it would be useful if we could choose what is reported on, instead of having to use the defaults.

Summary: Overall SysAid has been a great product for Help Desk purposes. It's very easy to track and monitor tickets that may come in, as well as generate deemed appropriate reports for the various information available.

Positive: Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and customer service.

Negative: No major issues with SysAid yet. I would however prefer an easier way of editing and managing projects as it seems a bit confusing, as well as having more asset management capabilities.

Summary: Overall, SysAid is very good no matter the size of the company. It has very good integration with other systems of a company. Understanding the system is very easy.

Positive: We use SysAid in the company I’m contracted out to. Some pros are:
-The ITSM is very easy to understand and update information on
-SysAid provides a good tunnel of communication to end users for any changes made on their tickets.
-You can setup SysAid to convert tickets sent by email into a ticket.
-Good integration with Microsoft Exchange

Negative: -Specifically, the on-site version of SysAid can tend to be a bit slow. This could be server based but I’m not sure.
- sometimes when processing tickets it will say a ticket was updated even though it wasn’t. Checking the history does not show any updates made.

Summary: I am pleased to share my exceptional experience with SysAid, a transformative IT service management software that has significantly enhanced my role as a Ghanaian IT Service Desk Analyst. SysAid has proven to be an indispensable tool in delivering seamless and efficient IT support.
The platform's accessibility has not only expedited issue resolution but also contributed to a smoother experience for end-users. The visually appealing dashboard and organised menus enhance overall usability, reducing the learning curve for both IT professionals and end-users

Positive: SysAid streamlines IT support with an intuitive interface, automates ticket management for efficient issue resolution, enhances asset tracking for optimal resource allocation, provides powerful remote assistance, allows customisation to fit unique workflows, and offers comprehensive reporting tools for data-driven decision-making. It's a versatile solution that elevates service desk operations.

Negative: Customisation complexity may require additional training, and occasional system updates may disrupt workflow. While versatile, some organisations may find certain functionalities more advanced than needed for their specific requirements.

Summary: Provides a quality ITSM. The customer support is excellent. They are quick to respond, super friendly, and quick to resolve.

Positive: Provides a quality ITSM. The customer support is excellent. They are quick to respond, super friendly, and quick to resolve.

Negative: Unfortunately, there is a lack of mobile ability which would be helpful.

Summary: All the features we expected but much cheaper than some competitors. The customer support is excellent and we expect to continue using this product for the foreseeable future.

Positive: SysAid provided all the features that we were looking for at a reasonable price. The support provided by the company is excellent, all my tickets are answered within an hour, and all issues we've encountered have been resolved. The interface is intuitive and easy to use, While remaining highly customizable.

Negative: Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

Summary: 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).

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

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

Summary: 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.

Positive: 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.

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

Summary: 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.

Positive: 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.

Negative: 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.

Summary: Great customer service, their products could use some work. We will see if they get the issues fixed.

Positive: The customer service is excellent! If I have any issues as far as how to's or something isn't working, they are more than happy to help.

Negative: Some functions as far as running reports or exporting inventory lists do not seem to function all the time.

Summary: 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.

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

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

Summary: 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.

Positive: - 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.

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

Summary: 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.

Positive: 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.

Negative: Does need some improvements on the admin user interface.

Summary: 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.

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

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