SysAid Reviews

Pros

Has everything we need for both asset tracking and ticket management and at this point I really couldn't imagine working without it.

Cons

The interface looks a little visually outdated.

Pros

It works well as an all-in-one tool for our team, letting us keep track of equipment, service requests and Help Desk tickets in one place.

Cons

At the same time, it feels different from other web-based ticketing platforms like ManageEngine and ServiceNow. I personally prefer those because handling and navigating multiple tickets at once felt more user-friendly there.

Pros

One thing that really stands out is the customer support, including the Customer Success Manager. The IT team is responsive, proactive and genuinely willing to help find solutions when issues come up. It's also very useful that we can integrate mailboxes while still giving users the option to create incidents and requests through the self-service portal.

Cons

A downside is that there aren't many ways to add or adjust extra options on our own. In many cases, those changes are either only available as paid features or we have to wait quite a while for them to be included in a newer version. It would be much better if smaller elements could be modified immediately.

Pros

Having it in place has been really helpful for communicating with our IT department. Email is still an option but it usually takes more time for them to sort through everything. With SysAid, we can categorize issues properly which makes it much simpler for the team to prioritize requests and respond in a more organized way.

Cons

At times, reaching IT through it can still take longer than I'd expect. Even when a ticket is marked as urgent, it can sometimes take up to two days to get a response. That said this feels more related to how our IT department handles requests than to the software itself.

Pros

I really appreciate how much detail you can add to projects, tickets and issues. It does a solid job of keeping ticket tracking both detailed and easy to follow at a higher level and the notifications, alerts and progress updates come through fast and responsively. The SR quick search is also very useful and the tabs for recording ticket history, checking status and assigning tickets to other team members help keep everything organized.

Cons

Page loading speed is not as good as it should be. I also run into problems when clicking the browser back button because it does not always return me to the previous page and sometimes throws errors instead.

Pros

Using it is simple for both customers and administrators which makes day-to-day work much simpler on both sides.

Cons

Change management still needs improvement and it would help to have more features overall. The merge function could work better and as the company grows, the system becomes less user-friendly to manage. There's also no good way to assign more than one agent to a ticket.

Pros

Its simplicity is one of the best parts. It's a solid tool that gives you the freedom to customize things the way you want or just start using it right out of the box.

Cons

A mobile app with alert support would be a really nice addition. At the moment, alerts can be sent to email instead so it's still manageable and not a major issue.

Pros

A big plus with this software is the helpdesk system which has been excellent to work with. I'm also using it for asset management now and that has been performing really well too. The automation is especially useful for deploying software across an IP range or an entire domain and it handles that very effectively.

Cons

At times, it's hard to tell which field format is expected when entering information. For example some domain username fields require DOMAIN\USERNAME, while others don't need the DOMAIN portion at all.

Pros

Keeping company tickets organized and easy to review is much simpler with SysAid and it has also helped us start building a solid knowledge base. We've set up our CMDB in SysAid as well which has been a big advantage. There are still plenty of features we haven't started using yet, mainly because adopting a full ticketing system comes with a learning curve for our company.

Cons

Some parts of SysAid's logic can be a little difficult to understand at times. There are also areas that could be improved or fixed especially on the visual side, for example some fields should be draggable and in the CMDB relations graph, if you choose how to arrange the graph and click save, your changes can still get dismissed. I've already reported some of these issues to SysAid support :)

Pros

Cindy has gone above and beyond with her dedication to delivering top-tier support. Her attention to detail and ability to think outside the box have impressed me more than I can say.

Cons

A few parts of SysAid can feel a bit complicated especially when the menu bar disappears. As for Cindy Sivan, she has been absolutely flawless, amazing support, a wonderful attitude and plenty of patience.

Pros

It can be customized to match the way your support team works, from escalations to email alerts and other process-specific needs.

Cons

global-level changes can end up wiping out customizations or making them no longer useful.

Pros

It fit into our existing solutions without any hassle and the interface is simple to understand. I'm very happy with how it has worked for us.

Cons

At this point, everything has been going well and I don't have any negatives to mention.

Pros

Their team is very responsive. The chat is also simple, even when a conversation needs to be handed off between technicians.

Cons

I honestly don't have any complaints. The product is thoughtfully designed and adapts very well to the needs of my role.

Pros

The product itself has been excellent and the client solutions team has been absolutely amazing to work with.

Cons

haven't come across anything I dislike yet.

Pros

Ticketing system is simple to use and works well overall.

Cons

It still misses a few things that even a basic ticketing system should be able to do.

Pros

One feature that really stands out in SysAid is the new Self Service Portal. It does a really nice job of making incident and service request submission much simpler and more convenient for users.

Cons

I previously used SysAid back in 2013 and ended up recommending it again at my current job. One thing I'd still like to see is a module that allows users to reset their AD passwords remotely, instead of being limited to just SysAid passwords.

Pros

It helps us get a variety of tasks completed and keeps things moving efficiently.

Cons

At times, reaching level 1 support is difficult and we end up having to escalate the issue.

Pros

The categorization tools are really well done and the forms can be customized a lot to fit different needs. The interface also feels simple and user-friendly which makes it pleasant to work with.

Cons

It no longer has a Windows agent and deploying it through GPO can be difficult. The Teams app still needs some work as well especially around email automation and report customization.

Pros

Automation is handled really well and the request approval workflows run reliably and efficiently.

Cons

The interface could use some improvement and having more customization options for the Self Service Portal would make it better.

Pros

The dashboards are one of the best parts for me because they show exactly what we need to see in the right buckets. It's also quite flexible overall and I really appreciate how configurable the system is.

Cons

One thing that really gets on my nerves is how it keeps opening new tabs. It also pops up extra windows when sending emails from tickets which I can't stand and it ends up using local resources. Another frustration is having to refresh frequently if someone else is working in the same ticket so it doesn't feel very user-friendly.