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.

“Fantastic improvements with AI and cloud

Pros

The connection with Microsoft Teams, the new AI chatbot and moving to the cloud have all been fantastic improvements as per me.

Cons

One and only downside I can mention is that we have to request a manual refresh for the testing environment. Other than that the product is outstanding in every way.

“Excellent for handling workload

Pros

SysAid application is excellent for handling my team's workload which makes it clear which tasks belong to which person.

Cons

The user interface can be difficult to navigate and often feels cluttered. It also looks outdated next to other helpdesk applications I come across.

“helpful ticketing system

Pros

The ticketing system is pretty simple yet really helpful for keeping things organized and assigning tasks.

Cons

Well the screen looks too crowded and messy when we have a lot of open tickets.

“Love the copilot AI

Pros

Our favorite feature is definitely the CoPilot AI. It took our staff a little while to get used to it but having it right inside Microsoft Teams has completely changed how they get support.

Cons

We've tried several asset management products and none have fully met our needs. This one is making progress, but it's still missing some key features we're looking for.

“Great customer support

Pros

The customer support is great and they get back to us quickly.

Cons

I feel like the interface for end users could be better and it also takes a very long time for new features to be released.

“impressive features, frustrating bugs

Pros

I am really impressed by how the AI can pull information from our company's own documents.

Cons

The system has too many glitches and the email system does not support modern HTML formatting.

“great ROI and easy setup

Pros

The return on investment is a big plus. It is also easy to install, set up and customize with templates and workflows.

Cons

Though the asset management tools are okay but they are not particularly impressive.

“Simple to set up categories and routing rules

Pros

My favorite thing is how simple it is to set up categories, service agreements and routing rules. It is also a very user friendly tool that works seamlessly for us with Active Directory.

Cons

There is not enough customer support available in Spanish which I did not like.

“Professional support with a great helpdesk

Pros

We get professional support, a great helpdesk, excellent customer care, lots of documentation and a useful AI chatbot. In short everything about it is good.

Cons

While the new design looks great, as per me it is still missing some fundamental features and can be unstable at times.

“Was easy to set up!

Pros

It is pretty easy to set up by ourselves without needing outside help. Even the workflow builder for managing changes is simple making it easy to follow every step in the process.

Cons

The admin group permissions have a privacy gap. No matter how we set them up, one group can still see the members and tickets of another group.

“One of the top ITSM tools!!

Pros

What makes SysAid stand out for me is how it brings everything together. As one of the top ITSM tools, it's not only affordable but also packed with modern features like AI and a chatbot that actually help. The fact that it integrates so smoothly with Teams means I barely have to switch contexts during the day.

Cons

It is not very adaptable for non-IT departments and the mobile app is not great. Training users to feel comfortable with all the features also takes a significant amount of time.

“Genuinely helpful AI for the helpdesk

Pros

The AI is genuinely helpful for me on the helpdesk and for the users who need support as it is not just for show. The marketplace also has great extra features and connections to other tools like Zapier.

Cons

Well the initial setup was a bit of a challenge but that's pretty common with any new software platform.

“Very easy for submitting help tickets

Pros

Submitting help tickets is very easy and I like that they are automatically sent to the right support person.

Cons

Finding the right category is difficult. The options change based on what we picked before and there is no search box to help us find what we need.

“The best ticketing system

Pros

The ticketing system is the best for tracking and quickly fixing IT problems.

Cons

I feel like the mobile application needs some upgrades to make it more practical for use outside the office.

“powerful automation engine

Pros

It is easy to create email rules that help us manage support tickets better. For example the system can spot certain words in a new ticket and automatically send it to the right team or assign a template. This saves time and makes the process more efficient. The automated tasks also reduce repetitive work for the helpdesk. Plus connecting to our company directory keeps all user information up to date which we used to have to do by hand.

Cons

The interface feels a bit old. To read through all the messages in a ticket, we have to click on each email individually which is tedious. We also cannot combine several different reports into a single dashboard view.

“User-friendly interface

Pros

The interface is user friendly and easy to use. The ticket management is also excellent, saving us time and keeping everything well-organized.

Cons

In my opinion the reporting tools could be more powerful and the mobile app needs work to improve its speed and functionality.

“highly customizable dashboard

Pros

SysAid customizable dashboard and ITIL tools make handling tickets and assets very simple. Plus it saves me a lot of time and effort.

Cons

The reporting features are not very basic, it takes a while to learn how to build the specific reports I am looking for.

“Great helpdesk system for small companies

Pros

I would say its a great helpdesk system for small companies.

Cons

To be honest I did not have any complaints. We only switched to another system to reduce our overall software costs.

“user-friendly

Pros

this software is user-friendly and the license cost is very reasonable.

Cons

the system does go down occasionally but their team is always quick to resolve the issue.

“Simple dashboards with easy workflow setup

Pros

The dashboards are simple and it is easy to set up workflows, especially with the helpful pre-built templates.

Cons

Well the features for tracking time and billable work are areas that I feel like really need some enhancement.

“easy to deploy

Pros

I really like how simple the tool is and how easy it is to get it up and running.

Cons

While it works for different workflows, I think it would be really helpful if the main response email account could connect to an additional mailbox.

“effective key features

Pros

Key features like smart routing, automated workflows, the AI chatbot and ticket management are all proven very effective for us.

Cons

The standard reports in the system are a bit tricky to use.

“very user-friendly ticketing system

Pros

We use their ticketing system which I find very user friendly. I also love that they offer extra add-ons like Automate Joe which we are planning to use for our employee offboarding. Plus the company is professional and knowledgeable and we have built a great relationship with them. In short I would definitely recommend SysAid.

Cons

This is not a complaint but I only discovered the Automate Joe feature by accident while exploring the ticketing system. I had no idea what it was at first.

“Automated routing for smoother support

Pros

My favorite aspects are the automated ticket routing and prioritization which make our support much smoother. The self-service portal is also excellent for letting users resolve common problems on their own.

Cons

One of my main issue is the limited customization which makes it hard to adapt the platform to our specific workflow. Integrating it with our other software is also more complicated than it should be and often needs extra help.

“offers a v clean interface!

Pros

The clean interface and live chat in SysAid make it simple to manage IT support and help users quickly.

Cons

Self-service portal looks outdated and could use a visual refresh. The process for managing changes also is not as simple as I'd like.

“Ease of use that boosts productivity

Pros

What stands out most is its ease of use, powerful automation and how it simplifies our IT tasks, boosting our team's productivity.

Cons

The thing I like least is that some of the more advanced customizations can get surprisingly complex. While it is usually user-friendly, those specific setups take a lot more time and effort.

“Smooth and simple user interface

Pros

The smooth and simple user interface is one of the features I like the most.

Cons

Umm although the user interface is very smooth and simple I feel like it could still use a modern refresh, other than that no complaints at all.

“Pretty useful reporting and analytics tools

Pros

SysAid's reporting, analytics and performance tracking tools are all very useful for us.

Cons

The platform can be complex and I sometimes struggle to locate certain tools.

“an easy-to-navigate dashboard

Pros

The ticketing system works very well for us and the dashboard is user friendly and easy to navigate.

Cons

It can be slow occasionally and I noticed the mobile app does not have all the capabilities of the full desktop version.

“simple, customizable and effective ticketing system

Pros

It is simple to use, we can change the wording used in the system and the rules for escalating tickets are very effective too.

Cons

As someone who uses it every day, I genuinely do not have any complaints about it.