SysAid Reviews

Pros

One of the best parts is the autonomy it gives us through service and workflow automation. The ticket automation feature helps categorize requests, route them properly and assign them to the right desk or administrator. That has made our ITSM process much more efficient and gives the team extra time to focus on other work.

Cons

There are moments when I want to preview a PDF directly but that option is not available so I have to download it to my local drive first just to open and read it.

Pros

Before our organization switched to this software, incident requests came in through email or phone calls and things could easily slip through the cracks. Now that everything is submitted through SysAid, we're no longer missing issues and our department has become one of the highest-rated in the company.

Cons

There's definitely a learning curve with SysAid. It offers a lot of customization which can feel confusing and a bit overwhelming at first. I also wish it handled email responses more cleanly within notification emails but aside from that, we've been able to get a lot of value out of it.

Pros

It includes all the modules needed to manage IT services effectively. It feels like a complete platform and can be adjusted well to fit the company's specific needs.

Cons

No downsides to it.

Pros

The self-service portal has kept our community members informed about the status of their existing incidents and requests. On top of that, the FAQ section has really helped reduce the total number of tickets we receive.

Cons

I'd still like to see an asset sign-out/sign-in feature. We regularly loan out equipment and right now we have to rely on a completely separate tool for that.

Pros

Being browser-based makes this tool convenient to access and it's simple to manage day to day. The added functionality has also made it even more user-friendly than before.

Cons

One thing that still needs improvement is the reporting export it relies on Excel 2003. It really should be updated to support Microsoft 365 Excel.

Pros

The interface feels very user-friendly and the admin side comes with really helpful tools for getting a clear overview of team performance. It also offers asset management and automation which adds a lot of value.

Cons

At the moment, we are not taking full advantage of the tool especially since we are not really using its remote access capabilities.

Pros

Its amazing how much detail agents receive when incidents are assigned through the platform, along with how simple it is to keep track of everything.

Cons

I honestly can't point to anything I dislike at this stage, mainly because I haven't worked with many other help desk platforms and SysAid is the only one I've used.

Pros

It automates recurring tickets. It cuts down on manual work, saves our team time and helps keep important tasks on schedule with timely reminders.

Cons

Some of the steps for completing certain tasks can be confusing. On top of that, the system occasionally glitches and gets stuck loading specific pages until we refresh them.

Pros

We initially began using it for asset management and now we're also starting to handle incidents and service requests through it. The customization options are a big plus and give us a lot of flexibility.

Cons

The admin portal feels a bit dated in terms of look and design. It would benefit from improved dashboard layouts, better filtering options in admin views and there are still some limitations with the portal design overall.

Pros

Keeping up with user issues is really simple and managing as well as tracking them feels very easy.

Cons

Interface could still be a little more user-friendly.

Pros

There are lots of configurable options which is something I really appreciate. The asset management features are very useful and the IT ticketing side of the platform works well too. No single tool stands out because the whole system is solid overall.

Cons

It can feel a bit complicated when you're first getting started. Other than that, I don't really have any complaints since everything works fine.

Pros

Whenever I need help, the support team gets back to me quickly and usually has a solution ready.

Cons

One thing I'd change is the support channel, they tend to handle things through email, while I'd rather speak with someone by phone.

Pros

Using it feels easy and the functionality is simple enough to move around without much effort. It's user-friendly and works well for handling day-to-day tasks.

Cons

Theres inconsistency in the layout across different ticket types which can make the experience feel a bit uneven at times.

Pros

One thing that really worked well was how customizable it was for our team's processes. We could add or remove fields in service requests without much trouble which made it fit our specific requirements much better.

Cons

The downside was that the online help felt outdated. Some of the images didn't match the current interface and a few menu options shown in the guide were different from what actually appeared in the console.

Pros

Handling requests and managing assets is much easier with this software and the asset management part is something I especially appreciate.

Cons

The integration with AutoJoe still needs improvement. It was not as simple as it seemed at first.

Pros

The standout part for me has been the site's functionality which has been the strongest aspect overall.

Cons

I'm not thrilled about how difficult it can be to create a workflow.

Pros

Setting it up is very simple and the implementation has saved us a lot of time. It's also highly flexible in just about every aspect.

Cons

One downside is that it still isn't fully translated although it does provide the option to customize and improve that.

Pros

it keeps a clear record of the date and time spent on a project. It also makes it simple to keep customers updated with the latest changes and the reporting gives a solid view of overall performance.

Cons

A small frustration is that some templates are not very easy to locate when you need to edit notifications.

Pros

Getting it up and running doesn't take much configuration and the product is very user-friendly to navigate once it's in place. One feature that really helps is the ability for end users to attach a screenshot when submitting an issue which makes troubleshooting much clearer when they have trouble explaining the problem out loud.

Cons

The reporting tools could definitely offer more depth and detail. The remote control feature also doesn't feel as polished as some competing products and the asset management side could be stronger by letting us import more assets without needing to purchase extra licenses.

Pros

It covers the core functions needed for day-to-day ticket handling, including creating, editing, updating, closing and linking tickets together. Reporting is available as well and it also supports other ITIL areas such as Change and Problem tickets. Another helpful feature is the ability to connect it with monitoring tools so tickets can be generated automatically.

Cons

There are times when automatic ticket creation in SysAid does not happen right away after alerts come in from the monitoring tools. Occasionally, the system also freezes. On top of that, its reporting is limited when it comes to building more complex reports across one table and another.