SysAid Reviews

Summary: Sysaid is being used at our organization as an ITSM tool to effectively deliver IT services to our cooperate organization.
We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.
The goal is to eventually roll this out to our entire global footprint.

Positive: SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting
The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
Active Directory integration is fantastic.

Negative: The remote control piece works but we miss some features of a more robust product.

Summary: We like the application a lot, had great experiences with both the sales team and with the support person who helped us with configuration. Overall, they were very responsive.

Positive: This product was simple to configure and allowed us to set up a custom UI for our internal customers. We (IT) enjoy the ability to make changes that take effect immediately. The users of the system like its format and ease of use.

Negative: Our company is made up of three distinct teams with different email addresses. Only one of them can be configured to be end users; the others use the system as guests. When you are a guest, you have no visibility into your personal ticket status or history.

Summary: Overall, SysAid is a versatile business software that works as a help desk for your organization. It serves almost all your purposes with its powerful tools.

Positive: - The software is quite easy to learn and use.
- It has the best compatibility for ticket and asset management.
- You can do mobile scanning of assets and easily do the tracking.

Negative: - The features are only limited to the cloud version.

Summary: SysAid gives company the plan of rectifying many problems, which gives the ability of managing tools and other business assets.

Positive: SysAid gives the idea of managing all the assets, by ensuring that all resources are put on board, and there is proper advancements. Again, SysAid helps in solving the many problems that organizations may face.

Negative: SysAid cloud version lacks some features, which developer should include. But the tool is always working and resolving problems.

Summary: It is a very simple tool to use, the training required to implement it is minimal and it is also very simple for end users. There is a quick guide to configure and it was the only thing we used to configure the tool. The response of the users was good to the implementation because they did not feel that it was a big change that complicated the request of tasks by the IT department.

Positive: The relationship of the tickets with the equipment to keep a history of failures, the creation of tickets and the suggestions of possible solutions at the time they create these for the end user and Inventory management, upcoming maintenance dates, warranties expiration date alerts, etc. They are very effective and very helpful for better administration.

Negative: The remote support function I think could be improved, the alerts module I think could be easier to configure and in the reports module it could be improved for the creation of new reports

Summary: Overall we are very happy about our decision to use SysAid as our Helpdesk tool and would decide again for it if we would need to do so again.

Positive: The easy setup and the superb support for all questions
The end user portal is self explanatory and the AD sync makes admin work easy.

Negative: The reporting function could be a bit more detailed.

Summary: I think the best feature of this program is the ability for this program to have all of the asset date within each ticket, which makes it so you don't have to jump around to find information. The ticket is resolved more efficiently with this feature.

Positive: 1. There are 2 delivery platforms to choose from - on the Cloud or on the premises.
2. Being able to have all the asset data within each ticket.
3. Enables lightening fast ticket resolution time.

Negative: It's a bit on the pricey side, but very worth it for all of the efficiency it offers.

Summary: "Great customer service support. They listen to the customer need and ask for more information, so they have a better idea of our needs."

Positive: They state the solution step by step and asking for confirmation if there is any other question I have regarding this request.

Negative: It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen.

Summary: SysAid is used by the entire organization, it's very important for the registration of requests, it is used by approximately 6 areas of the company in 5 countries. SysAid has the ability to record a lot of information and find it quickly when required. The ability to get the reports is great.

Positive: Easy to use:
The less experienced computer user quickly becomes familiar with SysAid.
Easy to set up:
Very easy to configure.

Friendly interface and clean.

Supports a large amount of information.

Negative: At the moment I have no problems with the system, everything works as I hope.

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

Positive: 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.

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

Summary: 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.

Positive: 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.

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

Summary: 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.

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

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

Summary: 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.

Positive: 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.

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

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

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

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

Summary: 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.

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

Negative: - 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.