SysAid Reviews

“Complete control from a single platform

Pros

As a SysAid administrator, what I value most is having complete control from a single platform. Combining asset management, incident and request handling, device administration and automation lets me save time, reduce mistakes and improve the end-user experience. The strong security and customer support also make every operation more dependable.

Cons

While it is a very comprehensive tool, the overall setup can sometimes be confusing. Also I have had some trouble locating specific settings to make the changes I need.

“An excellent and very user-friendly tool

Pros

It is an excellent and very user friendly tool. Internally it lets us adapt to our operational processes while maintaining all the necessary security and controls.

Cons

I feel like the workflow for approvals and signatures could be improved. Plus it might be good to include it in the process for approving RFCs or releases.

“Best for service management

Pros

I can create weekly reports from the service portal, sort support tickets into categories like applications and computers and set up maintenance schedules for our equipment. The other best thing is that the SysAid support team also responds very quickly.

Cons

The system for tracking our company's computers and equipment needs improvement. Plus the software installed on our devices should be able to collect more specific details about each one.

“helps track equipment with good security

Pros

SysAid helps us track all our company's equipment and manage projects. It also includes live chat and keeps track of software versions. Its security features are also very good and make us feel safe.

Cons

One thing I noticed is that the support team can sometimes be slower to respond than I'd like and some features are difficult for new or non-technical staff to learn.

“pretty amazing setup & powerful AI features

Pros

We are currently setting up the helpdesk tool and the experience has been excellent. The team is also friendly, very knowledgeable and easy to work with. There have been no surprise costs which makes budgeting simple. We are especially impressed with the automation and AI features which are powerful, easy to use and will save us a lot of time and money.

Cons

The AI and automation in this ITSM solution are very powerful and save a lot of time on repetitive work. However this can affect roles centered on routine tasks. To benefit from automation without losing our support culture, companies need to plan for this shift by retraining and redeploying staff.

“Clear main screen for ticket management

Pros

We have used the IT asset management version for years. The main screen clearly shows open tickets, how much time is left to solve them and how well the team is performing. It is also useful to see who is already working on a problem. The help library is good too but it can sometimes be difficult to find the exact instructions you need.

Cons

SysAid program's effectiveness really depends on how well the users understand it. I mean you have to invest time in learning it specifically to use all its features.

“Powerful AI features

Pros

The AI features are powerful and very useful. The software is also easy for our customers to use and we set it up quickly. Plus the support team answered our questions within a day or two and listened to our suggestions. Connecting it with Microsoft Teams and our user directory was simple. My team uses the app every day and our employees are very happy with the new system.

Cons

For our needs, the Asset Management part of the app is not the strongest but that's more about our specific requirements than a flaw in the software itself.

“Simple to log and manage all tickets

Pros

I love the entire ITSM framework. It is simple to log tickets for incidents, requests or problems and just as easy to manage them. I also really like the ticket history tracking which has helped resolve disputes between support and requesters.

Cons

Well I am not a fan of the BI Analytics as I find it confusing to navigate.

“easy to use but dated and costly

Pros

this software is user-friendly and provides a dedicated account specialist to help us with the proof-of-concept and initial setup.

Cons

my least favorite thing is that key features like RMM, cost extra. The software's design also feels a bit dated.

“Very adaptable with excellent uptime

Pros

The platform is very adaptable, simple to operate and has excellent uptime. I can also customize it to fit our organization's specific requirements and the AI features really improve the overall experience.

Cons

You have to pay extra to customize certain advanced tools and we sometimes run into bugs that disrupt specific functions.

“The BESST customer representatives and support

Pros

SysAid customer representatives are the best and the support team is very knowledgeable.

Cons

Occasionally it takes longer than anticipated for new features to be fully released.

“smooth access and reporting

Pros

Thanks to our team's support and the streamlined workflows for incident and change management, access and reporting are simple. The upgrade process was especially smooth with their help

Cons

Some aspects of the setup can be tricky but the support team makes sure to guide me through the entire process.

“Consolidates everything into one system

Pros

I like how it consolidates everything into one system such as ticketing, automation, asset management and now AI with Copilot.

Cons

It is a powerful platform but its interface feels a bit awkward and outdated to me particularly for new users.

“The top ITSM tool for IT teams

Pros

It is the top ITSM tool for IT teams. It is also incredibly easy to customize to follow ITIL workflows and helps us get our tasks completed efficiently.

Cons

The interface is clunky and there are some basic limitations but they could be easily fixed with minor HTML adjustments.

“User-friendly with powerful reporting features

Pros

To be honest, it is user-friendly, customizable and has powerful reporting features including a comprehensive dashboard.

Cons

It is a solid product but I feel like the overall user interface could use a refresh.

“useful AI agent for efficiency

Pros

The AI agent has become an incredibly useful tool that has significantly boosted our efficiency and made our end users much happier.

Cons

I want to be able to install the SysAid agent using Intune and also have a remote access tool for our staff who only use Android tablets.

“pretty easy to customize to our needs

Pros

It has parts that are very easy to customize to our needs.

Cons

Nothing much but I find it more expensive than most other helpdesk platforms.

“Highly customizable & entirely cloud-based

Pros

I have to say this software is highly customizable and on on top of that its entirely cloud-based, so our team can access it from anywhere. Support has been very responsive too whenever I have submitted a ticket.

Cons

While it is highly customizable that also means it takes a lot of time to configure every part of the helpdesk system, from creating custom fields to setting up categories and routing rules.

“effective and easy for creating tickets

Pros

We use SysAid to create tickets for our IT team to review and the system is very effective and easy to work with.

Cons

My only complaint is that the platform's layout feels disorganized and could be more user friendly.

“Simple to figure out

Pros

It is simple to figure out and use, both for the people managing it and the employees who need help.

Cons

I feel like the knowledge base section can become disorganized though this might just be how our team uses it.