SysAid Reviews

Summary: We've used SysAid for a number of years and our support service has grown with it. During this time, development with SysAid has future proofed our service offering by keeping up with industry standards, the introduction of AI for instance.
We occasionally have contacted support for various small issues/changes and always received a good level of support.
The total cost of ownership is low and the positive impact is high.

Positive: We find our end users respond well to SysAid's graphical user interface.
They offer an on-premises solution as well as cloud.
Email and LDAP integration is available.

Negative: Upgrade paths require multiple patches, there is no rollup upgrade available.
This increases our downtime for server maintenance.
Only basic company branding is available, one theme.

Summary: It is a very good tool, with a lot of automation in order to send tickets to the appropriate area automatically, automatic escalations and also has a lot of features like integrations, ITIL compliance, hardware monitoring etc.

Positive: Very easy to deploy and use. AD integration, Cloud and on-premise installation, ITIL compliant, Incident, Problem and change management features.

Negative: Pricing model sometimes is not feasible for small business or LATAM markets.

Summary: The solution did help us to elevate the quality and efficiency of out support.

Positive: The automation in the system is superb.

Negative: The tab-fill out in the form isn't possible. It is a feature that is promised in the future.

Summary: SysAid is a great Helpdesk solution for any environment. We have used the on-premise solution for 9 years, and recently migrated to the cloud environment. The migration process was simple and seamless. Support was there the entire way.

Positive: SysAid was simple to setup and keep maintained. Their customer support is fast at answering questions, and friendly to work with.

Negative: The FAQ solution leaves little to be desired. Feels outdated.

Summary: Great experience with the tool overall.
Great assistance from sysaid during the implementation phase.

Positive: Easy to implement, customize and rollout.
Self service portal easy to customize and rollout.
Escalation rules easy to use to achieve the desired outcome.

Negative: Not having the option to grant more granular permissions for the Administrators.

Summary: So useful for management, easy to use and friendly with user. We can extract data of database, using SQL server.

Positive: Easy for using, we can manage our tickets and send survey to the users, in addition we can see statistics about our process in operation.

Negative: Maybe can improve templates surveys, they are so basic, but you have an option to development your own surveys.

Summary: I have had a very pleasant experience with the software and something that i would recommend to someone looking for an ITSM solution. I think that the things I don't like are things that could be changed in future releases.

Positive: Easy migration and sales team and support were very helpful. They helped me integrate this into my AD and also helped when i had issue with it staying connected.

Negative: I wish the dashboard was more user friendly and that where the tickets are they were easier to tell if they were opened or closed tickets.

Summary: Reduce the time of solving IT issues and increase the compliance.

Positive: Easy to use/administer the software. Low training times to administer, easy to train end-users.

Negative: Some of the admin features are in English, we are Spanish speaking, and not all of our admin guys speak English.

Summary: In our company it has been of great help to have control of the equipment inventory since it allows us to know the HW and SW installed in the equipment, it is also very simple to raise incidents and follow up on them.

Positive: The ease of use and tracking of reported incidents is excellent, it is very easy to install and maintain equipment inventory.

Negative: Previously we had a more limited version than the current one and that made the issue of reports difficult for us, there was not much flexibility.

Summary: The experience has been great. I have been working with this on different stages; user, admin and now the one in charge of implementation and support. I am very pleased, on all the process, and I am glad to be part of this.
It has been used worldwide, for our company, and looks like we are all in the same office.

Positive: - Very easy to use and install
- Quick implementation for new user
- Great Support and assistance
- Lot of connectors for other tools

Negative: Reporting has been the less used function for us. We are creating our own reports based on the databases information.

Summary: We use SysAid for our Help Desk ticketing solution. We also use it for keeping track of assets such as printers and computers on our network. This product has been instrumental in providing a ticketing solution once we lost our lead programmer. It has been very easy to maintain and very simple to navigate.

Positive: Simple help desk/ticketing software.
Seamless integration with active directory.
Asset management is simple to implement but provides great detail.

Negative: Some menu options are hard to find on the administration side.
The reporting feature lacks some details.
The remote control feature is less responsive than other solutions.

Summary: Excellent email alert.
Project and time management.
Progress report.
Report Management.
Keep record of new updates and informing users involved on the incident or project.

Positive: Incident management.
Email alert configuration.
Project and Call management.
Incidents can be assigned according to its priorities.

Negative: You need more knowledge as the admin to configure the template according to your company specification.
More training training.

Summary: 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.

Positive: 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.)

Negative: 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.

Summary: 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.

Positive: - 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.

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

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

Positive: -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

Negative: 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.