SysAid Reviews

Pros

One thing that really stands out is how flexible and adaptable the system is. We're able to tailor it closely to our IT requirements and it also has enough range to extend into other departments and different use cases. We use the cloud version and it has been working reliably for us. I also appreciate that users can open tickets either by email or through the end-user portal and they can reply just as conveniently through email or directly in the SysAid portal. The announcements feature and the ability to build a custom knowledge base have also been very useful for our team.

Cons

There's definitely a lot to work through in this system and getting everything configured and connected can feel a little unclear at first. The implementation team was a big help during that process and it's good to know Support is easy to reach afterward whenever extra assistance is needed. Visually, parts of the layout feel less polished than some other systems we've used. Merging tickets is functional but not handled especially well. The same applies to assigning multiple technicians to one ticket, it gets the job done but the workflow could be more refined.

Pros

Working with the team has been a really positive experience. They deliver excellent service, respond to our requests quickly and stay on top of the requirements we send their way. Communication is constant and they regularly keep us updated with feedback about new developments and added functionalities.

Cons

Nothing to complain about here and we're happy with the functionality it offers.

Pros

One thing that's been really useful is being able to make the emails sent to and from end users look much better. They used to feel pretty plain and people often missed the information they needed or just deleted the messages altogether.

Cons

The knowledge base still feels like it could be more user-friendly for end users. It jumps back into the old system which makes the whole experience seem disconnected and a bit awkward.

Pros

Using SysAid has been simple thanks to how user-friendly it is, the SaaS-based setup and the reliable support team behind it.

Cons

The HTML templates feel a bit dated and could really use a redesign.

Pros

Getting it deployed was easy and it does a solid job of monitoring activity and showing the business how the IT department is improving through its reporting.

Cons

Software asset management piece feels clunky and it takes quite a bit of manual setup before it can start polling assets for software properly.

Pros

Using it day to day has been simple and dependable. Their support team has been fantastic whenever we've needed help and the implementation process was excellent as well. I was also really impressed with our customer success manager.

Cons

Pulling very specific data or individual ticket details can be a bit fiddly at times.

Pros

The asset management capabilities are a real strong point and the level of customization is impressive. It also offers a lot of depth in terms of features which makes it useful for handling a wide range of needs.

Cons

It can feel a bit complicated at times and some parts of the system are somewhat clunky. The ticketing interface could also use some improvement to make it more user-friendly.

Pros

The help desk works really well and the asset management tools are just as useful. I also appreciate how much flexibility there is in customizing the self-service portal.

Cons

One downside is that with the on-prem version, upgraded features aren't always available.

Pros

Having the self-service portal, asset management and the hotkey feature has been really useful.

Cons

asset tracking feels a bit limited when using the asset management module.

Pros

Using it from the end-user side feels very simple and the software itself is flexible enough to handle a wide range of needs.

Cons

That same flexibility can feel a bit overwhelming if you go in without a clear plan or the right guidance.

Pros

Getting it up and running was very simple and using it day to day has been just as simple. It's also very convenient for end users since all they have to do is send an email.

Cons

Nothing to complain about. The product has been excellent for us and we haven't run into any issues at all.

Pros

Setup didn't take long and using it day to day has been simple. It's a really solid product and it resolved the issue we needed to fix.

Cons

There is definitely a steep learning curve at first but in the end it's absolutely worth the effort.

Pros

Right from the start, the website and app have been very simple to use. The interface feels thoughtfully planned and well designed and it works really well for our IT ticketing and asset management needs.

Cons

At this point, we haven't come across anything that needs to be changed or adjusted.

Pros

Getting around the software feels simple and it's nice that it comes with a wide range of features built in.

Cons

Technical support could be better and the setup process for low disk space notifications is more awkward than it should be.

Pros

One thing that really stands out in SysAid is the chat feature which is genuinely very useful. The way tickets are organized works really well and logging time on a ticket is very convenient. Passing tickets over to other colleagues is clear and simple which makes the workflow easier to manage. I also really appreciate the reporting tools. It's possible to generate ticket reports by office, by location and even by individual IT staff which is very helpful.

Cons

It does feel slow at times. Compared with other help desk tools, it is not as efficient and updating or processing ticket statuses can take longer than expected. The options for ticket escalation and classification are also fairly limited. On top of that, attaching images to tickets from the user side is not very convenient and when admins try to view those images, the layout is messy and difficult to go through.

Pros

The help desk is arranged in a very logical way and pairing it with the administrative data from our infrastructure makes the whole system work really well.

Cons

Nothing feels missing for us. All of our needs have been covered so we're genuinely very satisfied with the product.

Pros

There's a really good amount of customization available and getting everything set up is pretty simple.

Cons

One thing that could be better is the base license since it would be nice if it included a few more customization options.

Pros

Getting started was simple and using it has been pretty simple as well. It comes with plenty of useful features and a lot of them can be customized nicely especially for things like routing emailed tickets into the system. The end-user portal is solid for managing tickets, the basic asset details are helpful and submitting tickets is quick. It's also fairly simple to pull up older tickets when you need to review past issues. On top of that, their support team has been very good and responds quickly.

Cons

Every now and then, odd issues pop up and then seem to fix themselves without any clear reason. Email notifications occasionally stop working and asset information does not always refresh as quickly as it should. Some reports are harder to understand than they need to be although it does seem possible to build custom ones if you are willing to spend the time figuring that out. AD sync also breaks from time to time which means new accounts stop showing up in SysAid. Asset tracking feels a bit too basic overall and I have run into trouble when trying to report on different software versions. I also could not seem to find a way to identify which version of Windows 10 users were running.

Pros

The customer service chat has been excellent. The people there really know what they're doing and I'm able to get everything sorted out very quickly through that channel.

Cons

At this point, there's nothing I dislike and hopefully it continues that way.

Pros

Having a chat option to message employees without speaking to them directly is really useful. It also does a solid job of organizing and managing all users' calls. Features like file attachments and automatic email notifications on every reply when someone responds are available too and they make call handling much more efficient.

Cons

The interface feels overly complicated and not very user-friendly which can be uncomfortable to use. When moving between tabs, there are no alerts if something hasn't been saved and that can be frustrating. On the main screen, it's also not very clear how to quickly find the calls that are assigned to you.