SysAid Reviews

Pros

Keeping user requests under control matters a lot for our department and SysAid has really helped us manage that process better. It also gives us a way to measure both efficiency and effectiveness which has been very useful for tracking how well the team is performing.

Cons

Communication between devices and the local RD servers could be handled better. In our case, the connection tends to drop fairly often.

Pros

Customer support has been excellent, with consistent follow-up and feedback throughout. The platform has been a very positive experience overall and navigating through it is simple.

Cons

There really isn't anything I dislike especially since they've stayed engaged with follow-up and feedback.

Pros

Using this tool feels very simple for end users and the interface is quite user-friendly. It also aligns very well with ITIL which makes it a strong fit for structured IT service management.

Cons

The asset reporting can be better since the reports for each asset should be customizable.

Pros

It does a decent job and the support team has been helpful whenever needed.

Cons

Admin interface feels dated and heavy and the setup process isn't very user-friendly. It also lacks a few important features.

Pros

Getting started with it was simple and the configuration process was easy to handle. On top of that, the after-sales support has been excellent.

Cons

I honestly don't have any complaints. Everything worked out exactly as expected.

Pros

Right from the start, it has felt like a pretty efficient system with a wide range of features. It lets users submit HelpDesk tickets quickly, even when they are not exactly sure what the issue is and only know they need to send an email to ask for support.

Cons

Patch Management feels a little clunky and does not offer enough granular control. There is also no rollback option and no real way to separate which machines should receive updates immediately versus later or not at all.

Pros

Everything flowed really well from the initial sales conversation through the onboarding stage. Having a service representative who could communicate in another language was also a big advantage for me.

Cons

There really hasn't been much to complain about. The only issue is that onboarding took a little longer than I expected. It would be better if SysAid scheduled a meeting immediately after the quote stage to help speed things up.

Pros

The interface looks really good and being able to send in a ticket straight from the desktop with a screenshot or even a video is a big plus. It gives end users more control over submitting their own tickets which I really appreciate.

Cons

Setting up categories feels pretty complex and there isn't a very simple way to handle it. Getting SSO configured was also challenging although once everything was set up, it worked fine.

Pros

The overall design can be adjusted without much trouble whenever the business changes.

Cons

Nothing to complain about as it was a very positive experience overall.

Pros

Working with it has been an excellent experience overall. The team has been very supportive and has helped deliver a really strong set of tools.

Cons

The platform has been customized and tailored to fit our company's needs so there really isn't anything I dislike about it.

Pros

Across our business, it has been a really valuable tool for keeping our customer service team organized and on track.

Cons

At times, the configuration can feel pretty complex and takes some effort to work through.

Pros

It covers all of our Service Desk needs and even goes beyond what we were looking for.

Cons

We're still pretty new to the product and at this point I haven't run into anything I dislike.

Pros

Whenever something goes wrong, it gives me a simple way to send a ticket to the IT team and get the issue reported quickly.

Cons

One thing I'd really want is a way to use it from my phone when I can't log into my computer.

Pros

SysAid felt simple to use, while still offering plenty of configuration options. Tracking tickets is effortless and we rely on it across the board for Requests, Problem Management and Configuration Management.

Cons

Learning how the customizable fields work can be a little tricky. It would be better if there were a simpler way to create and manage those fields but aside from that, it's a really strong tool.

Pros

Over the past three years, this tool has become a core part of how we handle daily operations. We use it to create and assign incidents, problem records, service requests and change requests. It's also integrated with Control-M which has been very useful. Whenever something unusual happens in Control-M, like a job not starting, failing, running behind schedule, starting late or taking longer than expected, an incident is automatically generated in SysAid.

Cons

When multiple incidents from the same group are routed to a specific group, they sometimes end up being assigned to different groups instead.

Pros

One thing that's been consistently impressive is the support team. They're extremely responsive and genuinely willing to help work through issues, even the unusual ones. The pricing also sits well within what our organization can realistically afford. On top of that, the platform is highly customizable which lets us handle a broad variety of requests and incidents while also keeping our Change process organized.

Cons

The self-service portal is still missing some features we consider important. That said the system offers a wide set of APIs so there's room to build out what we need ourselves. Fortunately, we have a development team in place to make that possible.

Pros

Covers a lot of what we need in one product especially incident management, asset management and reporting. On top of that, the help and support are there when we need them which has been really valuable.

Cons

Setup can involve quite a bit of configuration especially for users who have never handled this kind of system before. There's an almost endless amount of customization and personalization available which is useful but it can also feel like a lot at first.

Pros

The platform has been really solid to use and the technicians respond quickly. What I appreciate most is how consistently and promptly they follow up on every case.

Cons

I honestly don't have any real complaints as it delivers everything I want.

Pros

It brings a lot together in one place and that overall integration across its different functions is something I really appreciate. Getting it implemented was simple and keeping it maintained has been just as manageable.

Cons

Support is a challenge, mainly because their technicians are in a different location. The time difference can make it harder to resolve support issues quickly.

Pros

It has been simple thanks to its user-friendly design, well-organized layout, simple search and dependable performance. Searching tickets for auditors is especially convenient. We've been on the on-prem version for more than 12 years and it has remained reliable throughout that time.

Cons

The Notes section could be better. You can't enter comments directly there, you have to click the Add Notes button first and then type them in.