SysAid Reviews

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

SysAid is easy to use and easy to integrate.

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

It is user friendly and not to expensive to get a license.

It happens that it has downtimes.
But that is quickly handled but the team .

1. Communication with End Users with Email Integration
2. Ticket management (Ticket routing, Status Updates etc)
3. Ticket Administration (Reports, Surveys etc)

1. UI is pretty Old
2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of.
3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

Customizations and readily available support

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Their IU is out modes and needs a lot of features too as well

Routing features, workflows, AI chatbot, ticket management

The built in reports are a little challenging.

The user-friendliness of the product is really good.

Very easy to create the workflows and easy to customize the workflows.

We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

The pricing of the SysAid is a little bit higher when compared to the other products.

its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation

So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern.

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

The self-service portal is very important for our cloud product and using SysAid, we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time.

While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate.

Dashboard showing progress of open tickets
Ticket tracking

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

User-friendly interface, great for ticket management and tracking assets.

Reporting features could be more comprehensive, occasional lag times during use.

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

They do not have free trial for a long time with timited features.

The customizability. You can customize quite a bit to fit your needs

Sometimes the menus and setting a re a bit ridiculous.

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.