SysAid Reviews

Pros

The dedicated team has been very responsive and supportive throughout the process.

Cons

The only downside was the fairly limited amount of time allocated for the onboarding sessions.

Pros

It covers the bases really well with ITIL compliance solid workflow tools and a self-service portal that actually adds value. On top of that, the support before and after implementation has been very helpful and the regular use-case workshops, product showcases and chances to share customer feedback make the whole experience feel well supported.

Cons

All that flexibility does mean some features take time to learn and the learning curve can feel pretty steep in places. Still, the support team and the final outcome more than make up for that.

Pros

Picking the needed categories is easy, the workflow is simple to follow and the status-based filters make it convenient to keep an eye on tickets.

Cons

Searching for closed tickets later by other users could be improved.

Pros

Getting around it is very simple and their support team has been outstanding whenever we've needed help.

Cons

We've been using SysAid for many years and honestly, I can't think of anything about it that I dislike.

Pros

Across our service management work, the platform covers a wide range of processes through its extensive set of modules. The backend automation workflows are also highly configurable and customizable so it can be adapted to fit specific business needs and unique operational requirements without much compromise.

Cons

A proper training or certification program is missing. It was also disappointing to see the native mobile app discontinued especially since it offered better reliability along with a stronger UI and UX. The browser-based mobile version works but it can be slower to respond or load when connectivity is unstable.

Pros

Simple to work with, integrates really well with Active Directory and the ticketing system is excellent and easy to search. The CMDB helps us stay on top of both hardware and software inventory and the self-service portal is a big plus too.

Cons

Honestly there's nothing to complain about. What I especially appreciate is how it handles the smaller tasks so I can stay focused on the bigger issues.

Pros

It gives us a lot of flexibility to adjust things the way we need and their team has been there for us whenever support is needed.

Cons

There really hasn't been much for me to dislike since we picked it specifically because it had the features we were looking for in a system like this.

Pros

The renewal process was clearly explained through email which made everything simple and helped me complete it quickly.

Cons

Cant find any drawbacks. Keep up the good work.

Pros

Their team has been very patient and attentive whenever we've had questions and they take the time to explain things clearly until our doubts are resolved.

Cons

One thing that could be improved is the help section since some of the guides feel outdated and the self-service options could be made a bit more user-friendly.

Pros

SysAid has been really useful for keeping track of all the tickets coming in from our users and it also helps me stay on top of our software product licenses.

Cons

The TeamViewer add-on was incredibly expensive.

Pros

The standout part for me is how customizable it is, along with a very user-friendly interface that makes everything simple to work with.

Cons

Nothing to complain about here. I'm satisfied with the product overall.

Pros

Whenever an issue or misunderstanding comes up, the IT/customer support team is excellent and resolves it very quickly.

Cons

the salesperson said certain things were possible when they actually weren't which forced us to adjust our planned process to make it work.

Pros

Right from the start, the system feels very simple for end users to work with. It's easy to understand while still being quite powerful and that has really helped improve the ICT department's efficiency. The standout features for me are the automated ticketing system, ticket notifications and the knowledge base storage.

Cons

Honestly the features across the application have been excellent. I don't really have any complaints or negative points to mention.

Pros

It's a very complete system with an interface that feels user-friendly and it doesn't take long to learn how to configure it.

Cons

The end-user chat feature is useful overall but it still needs a bit more attention.

Pros

Using it day to day feels simple and the integration with assets and Active Directory works really well.

Cons

There are still small bugs that pop up fairly often and the environment can feel a bit complex to navigate.

Pros

Their platform is hands down one of the best and the support team has been outstanding as well.

Cons

One thing that would help is keeping the knowledge base updated in the system whenever new versions are released.

Pros

The interaction capabilities are easily the strongest part of this tool.

Cons

The user interface could be improved a bit but it's not something I really dislike.

Pros

Process automation really helps especially when it comes to organizing tasks that depend on one another. It makes coordinating connected workflows much more manageable.

Cons

training setup could be more flexible. It would be better if online training options were available as well.

Pros

Having SysAid in the cloud is a big advantage because I can use it from anywhere, just log in and start managing assets, requests and incidents right away. The mobile app adds even more flexibility since it lets me handle incidents and assets without needing a laptop which is especially useful when I'm out in the field.

Cons

The only thing I'd point out is that report customization feels a bit limited since I can't customize at least two reports the way I'd like for my information.

Pros

Setting up the workflow and configuring different process flows in this tool is pretty simple.

Cons

I do wish report creation were more simple and a bit faster to work with.