SysAid Reviews

Pros

Very easy to handle especially when it comes to setup. The configuration options are solid and I can adjust the product to fit the way my organization works instead of having to adjust our process around the software.

Cons

My only real issue was with Linux support. After version 17, SysAid no longer supports connecting to an Oracle Database on Linux so I couldn't keep running it in that environment. To continue using Oracle as our database, I had to move the product over to Windows.

Pros

The asset discovery tools and the self-service portal have been really useful.

Cons

Entering and updating tickets takes longer than it should and there have also been issues getting the probes working properly for automated asset imports.

Pros

Workflow creation and trigger management have been working well and the tool keeps getting updated with ongoing improvements.

Cons

The reporting and dashboard side still feels limited. Some basic features seem to be missing and there's no way to combine all dashboards into one view or download them.

Pros

Right away, the flexibility and customizability stood out to me, along with how usable the whole system feels. It's quick to set up and configure yet it can be adjusted again and again to handle new requests or changing use cases. The interface feels tailored to what technicians actually want to work with, while still giving management the reporting tools they need. It also includes helpful features for operations management and automated reminders.

Cons

If there's one area that could be improved, I'd say the knowledge base could benefit from a visual redesign. Functionally though, it performs very well as it is.

Pros

Packed with plenty of features and whenever help is needed, the support team is absolutely top-notch.

Cons

The knowledge base articles could be more helpful and the menu layout needs better placement.

Pros

Using this software feels simple and the support team has been excellent whenever help is needed.

Cons

The interface looks a bit outdated and would benefit from a refresh.

Pros

SysAid is a powerful tool that helps keep our IT department organized and on top of everything.

Cons

Remote support feature could use some improvement. The alerts module also feels like it should be simpler to configure and the reports section could be better when it comes to creating new reports.

Pros

Between the features, the pricing and the support, it's honestly hard to single out just one thing because all of them have been excellent.

Cons

Nothing to complain about. We've been using SysAid for years and still keep finding more ways to expand how we use it.

Pros

After spending more than three years managing this product, I can say it offers a wide range of customization options and becomes very simple to use once you understand how it's set up. The reporting is highly detailed which has been very useful. Stability has also been excellent, I honestly can't recall a single time the system went down during the entire period I've been administering it. Communication with the support team has been consistently good as well, aside from the toll-free number issue which seems more technical than service-related. They've also been very flexible when we needed extra functionality, even going as far as delivering something that normally isn't included in their standard packages or support. Overall it's a polished, full-featured product that has worked very well for us.

Cons

Administering the solution does come with a fairly steep learning curve. A few settings are tucked away in places that aren't especially user-friendly so finding them can take longer than it should. The bulk update feature for user accounts could also use some improvement. On top of that, the toll-free number does not work with extension numbers in Canada.

Pros

Right from the start, SysAid adapts well whether you're just getting an ITSM process off the ground or looking for something that can serve as a long-term solution. It offers plenty of customization without needing any specialized development skills which makes tailoring it to your needs very manageable.

Cons

The only downside for us is that the Remote Desktop tool feels a bit limited in terms of functionality so we usually rely on a different product for that.

Pros

We've been using it as our IT help desk platform since 2016 and the cloud version has been consistently reliable and genuinely useful the whole time. My technicians always keep the "New Incidents" page open so they can spot and respond to incoming user requests right away. As tickets move through each stage of the active workflow, users automatically receive email updates whenever notes are added. That setup helps my team stay focused on the highest-priority issues while also keeping users updated on the status of their requests. Another thing that helps a lot is being able to view all tickets connected to a specific user or asset which makes it much easier to notice patterns like recurring hardware failures.

Cons

Honestly there's not much to complain about with it. The application is simple to learn, ticket management is simple to handle and reporting on metrics is very manageable.

Pros

It adapts well to our specific requirements which has been a real plus for us.

Cons

The interface could use a solid refresh because it doesn't look very appealing right now.

Pros

It gives a single, all-in-one view of the entire IT environment which makes everything feel centralized and complete.

Cons

It would be even better if it included more industry-standard templates and additional Service Desk templates that could be copied and reused.

Pros

Working with it has been really positive because it's a flexible tool for asset management, incident handling and overall IT department workflows. The processes it uses are adaptable enough to fit just about any type of job which makes it very practical.

Cons

I'd still like to see a bit more automation added especially for service desk support and attention.

Pros

Right from the initial setup, it has been really helpful for managing system-related cases across the organization. The built-in knowledge base is especially useful because it helps reduce recurring issues by letting us refer back to previous solutions for similar cases.

Cons

One area that still needs work is the helpdesk automation. At the moment, it doesn't automatically reroute cases based on the descriptions provided in the reported ticket so that part could definitely be improved.

Pros

Using SysAid has been a really great experience. The application is simple to work with, user-friendly for different kinds of users and the mobile app is especially useful for staying updated on tickets. Asset management and patch management are some of the features I appreciate the most. We've been on the cloud version for more than a year and the implementation support was excellent. A few of the newer features come with a slightly steep learning curve but that really seems to be part of the platform's flexibility. The new self-service portal was one of the things we were most excited about. On top of that, SysAid regularly provides online training sessions and workshops where they demonstrate features, share use cases and actually listen to user feedback.

Cons

After using it for the past year, there really hasn't been anything to dislike. I can't point to any major issue with either the product or the service. We've shared a few comments about the interface and some functionality and most if not all of those suggestions were addressed in later versions. They seem genuinely open to improving the platform and paying attention to what customers ask for.

Pros

Whenever an issue comes up, the response is very quick.

Cons

I honestly don't have any complaints. SysAid works perfectly and the support is excellent.

Pros

Right out of the box, it comes with solid ITIL functionality and still gives plenty of room to tailor things to your needs. It's highly customizable, both for the user-facing look and feel and for the IT-side configuration. You can also adapt it to fit your organization with custom fields, templates, processes, workflows and integrations.

Cons

The older on-premise versions have a fairly clunky workflow design interface and it's not as user-friendly as the newer versions that include WYSIWYG capabilities.

Pros

Being able to see our turnaround time once someone submits a ticket has been really useful. It's also nice that we can keep track of how many times we've resolved the same issue.

Cons

Faced no issues yet.

Pros

Everything feels very practical to use but the ticketing feature is definitely the most useful part.

Cons

At times, the technicians take quite a while to respond to my emails.