SysAid Reviews

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.

Summary: Overall, it's a great ITSM software with a lot of customization option available. It has rich features and is competitively priced.

Positive: It has a built-in asset management solution which helps you to view, secure and manage your assets from within your service desk.
It's in built automation capabilities saves desk agents from manual and repetitive tasks.
Great customization options.
Easy tracking of service tickets.

Negative: The only thing I feel right now, is that the User Interface needs some improvement.

Summary: Overall, SysAid can be used as a helpdesk by any organization, from small to big. It offers some useful tools like asset and patch management.

Positive: - It is very easy to set up and install Sys Aid.
- It is very integration-friendly, can be integrated with almost all the relevant software.
- It has some useful features like asset management and tracking.

Negative: - Licensing is only limited to 250 assets.
- The GUI can be improved.

Summary: In general terms, having this service requires a very high investment. However, we highly recommend this tool since it channels a mandatory contact with customers based on their different contact extensions. It also has a very easy to use platform and has generated an increase in internal productivity and growth in terms of quality of service.

Positive: SysAid provides us with very complete tools for optimal management within Call Centers. It offers a varied system of communication channels which gives us different strategies to engage our customers again. It is also excellent for the elaboration of reports and reports with the information of the users in our database.

Negative: The service offered by SysAid has a value of 89USD per team, which compared to other providers is very expensive. In addition, the application search engine does not provide detailed information based on customer experience with our service and does not provide support solution to improve the experience.

Summary: Overall, SysAid is an extremely useful tool for any organization, it is easy to use with a simple UI, there are some cons but they can be fixed updates.

Positive: -The installation and initial setup are quite easy.
-Its UI is straightforward and very quick and easy to use.
-It has built-in asset management tools for a better user experience.
-The customer service is quick and helpful.

Negative: -The only con SysAid has that its UI is very outdated, Also its analytics need more improvement.

Summary: Good tool for ITSM, but cannot do deep analytics.

Positive: Available on-premise and Cloud, Support in Spanish and english, topicalized options available by professional service.

Negative: Cloud is very restricted access to database, you cannot Access certain data via reports.

Summary: Great product, great support team, awesome service delivery and the great overall experience in tracking tickets.

Positive: Great interface, fast response from support team, easy to set up and use in existing environment and customizable.

Negative: Complex reports are not easy to handle, needs some knowledge to set it up or a team.

Summary: It is easy to use. User friendly. Excellent to control incidents and requests.
Helps to improve SLA and control for how our technicians work on the incidents.

Positive: -Good managing Time to resolve on Service Requests
- Excellent Support when there is an issue
- Basic reporting for Service Requests
- Very good using templates, and predefined expected times
- Good for handling statuses for requests

Negative: - Complex reporting with 2 or more tables involved
- Database integrity

Summary: Overall the product is doing well and exactly what we need. We were able to replace 5 products with this one.

Positive: Our company enjoy the Workflow processes between departments such as purchase orders, billing disputes, tickets and asset management.

Negative: The difficulty in setting up the workflow process.

Summary: An efficient application which is easy to set up, install and implement. It has got almost all the features you need for a ticketing system at one place.

Positive: They have an amazing and up to date tech support team. They are tailored to your needs and includes a wide variety of features.

Negative: Gotta know basic coding element to allow notifications.

Summary: A good ITSM package that ticks every box, if a little intimidating at times. The modular design lets you explore features at your own pace.

Positive: SysAid provides a good range of features that are very in-depth. The service desk is simple and effective and the asset management is highly comprehensive.

Negative: Some basic service desk features could be improved, such as communicating with submit users .

Summary: Good System,
Great Value Add
Good Reports and Dashboards
Requires very little maintenance
External database interface can be a little troublesome
Very Secure system

Positive: Automation
Look and Feel
Ease of use for End-User
Ability to customize
Mobile App
Device Scanner
Remote Agent Deployment

Negative: Initial Setup Difficulty
Patch Upgrades can cause some problems