SysAid Reviews

Pros

Very easy to use and the flexibility it offers for managing the user interface is a big plus.

Cons

One thing missing is a mobile app for on-premise deployments which would make access more convenient.

Pros

Having this level of customization is really nice and it gives us solid creative control over how the ticketing system works.

Cons

The mobile app still needs a bit more attention. It's still very good overall but a few tweaks would make it even better.

Pros

There's a lot packed into it and I'm still discovering new functions as I go. One feature I really enjoy is the mobile asset scanning. The Self Service Portal is also a big plus since it lets you make several configuration changes on the fly. On top of that, the admin settings for incident reporting are highly customizable and the CMDB works very well for asset management and tracking.

Cons

A drawback is that some features are limited to the cloud version, including the mobile app scanning. The on-premises version is still a very capable tool but there are a handful of features and tools that can only be enabled if you're using the cloud version of SysAid.

Pros

Its simplicity is a big plus. It handles what we need well and doesn't come with much of a learning curve.

Cons

There's nothing major to complain about. The interface looks a bit dated but overall it's still a solid product.

Pros

Having all the key hardware and software details gathered in one place is really valuable especially when it comes to managing licenses and preparing for audits.

Cons

The product becomes more expensive as additional application administrators are added.

Pros

The interface is very user-friendly and its management capabilities work really well.

Cons

Not much to complain about. At the beginning, it can take a little time to load but after that it runs smoothly.

Pros

Maybe the only positive is that it supports different vendor databases.

Cons

Email notifications are lacking and both Incident Management and Change Management have been disappointing.

Pros

It's highly customizable and the team keeps making steady improvements to the product.

Cons

Honestly nothing comes to mind. It offers a lot of features for the price and has been an excellent value.

Pros

Getting started with it was simple from the beginning. They provide plenty of guidance to help you get everything set up in the fastest and most effective way for your business. If you want their team to handle part of the configuration, they're very willing to step in and if you'd rather manage it yourself, they're just as helpful along the way. I had a few questions during setup, mostly around how to handle some requirements that weren't standard and they worked with us to come up with creative configuration options that fit what we needed. The built-in workflow solution is fantastic. I remember watching the launch and mentioning to a colleague that it looked impressive but I assumed it would cost extra. Then, about 10 minutes later, they announced it was included at no additional charge in the version we had purchased. Support has consistently been excellent and the account management side has been top notch as well.

Cons

One area that didn't impress me as much was how emails appeared inside tickets. The presentation wasn't quite as polished as it is in some competing products. That said this has improved recently.

Pros

One thing that has helped me a lot with this tool is how well it automates key processes which has saved me from dealing with repetitive tasks again and again. SysAid's built-in asset management features also give me a much better way to secure my assets, since I can view and manage them directly from the service desk. I also stay aware of what access each team member has so the platform feels very focused on security.

Cons

Overall it does its job really well. At times though, the customer support has felt ineffective. I have also run into a few configuration issues and that part was a bit difficult to handle. On top of that, the analytics could definitely use some improvement.

Pros

I really appreciate how closely they pay attention to customer needs. They ask follow-up questions to fully understand what we need, then walk through the solution step by step and check for confirmation along the way. They also make sure to ask whether there's anything else related to the request and later they follow up again to confirm everything worked out as expected.

Cons

It's a very powerful ITSM tool but getting it exactly right takes a fair amount of customization. It also takes time to learn each feature they offer especially how different features can be combined to create automation. I'll probably need to request a training session so I can get a better understanding of everything the platform can do.

Pros

The platform gives a lot of flexibility when it comes to configuration and the range of modules is really useful. Features like LDAP integration, the portal and survey support make it feel like a well-rounded solution.

Cons

It does take some time to fully explore everything the solution can do but that's really part of getting the most out of a product built with this much depth.

Pros

Using the incident, request, change control, chat, service catalog and other modules has really helped organize our processes and align the way we work with ITIL-based methodologies. This year, we also realized we needed to expand the knowledge base because the move to work from home increased the need for user self-service. The platform supported us well in that transition and that continues to be one of our biggest wins of the year.

Cons

One thing that still affects us is not being able to fully take advantage of the problem and project modules. Having them be more customizable would make them much more useful for us. In addition, our incident management team needs a way to handle major incidents and right now we still do not know how to properly identify them in the system which would be a valuable improvement for 2021. On top of that, the cost per administrator feels inconsistent, since when we first contracted the service the price per administrator was lower than it is now, even though we now have almost four times as many users.

Pros

The incident and problem management tools in SysAid have been really solid.

Cons

The reporting features still need improvement and the self-service portal could use more work as well.

Pros

Very user-friendly for users and it's a really good tool for detecting and managing assets.

Cons

The setup isn't simple and the documentation could be better.

Pros

It's extremely customizable and the customer service is amazing. The technical support team has also been fantastic whenever needed.

Cons

User interface feels outdated and really needs a major refresh to improve usability.

Pros

Setting things up is very easy and the platform is also simple for operators and basic users to work with. At the same time, it still gives you the flexibility to organize more complex procedures when needed.

Cons

Pricing is still on the high side when you need a lot of logins. It would also be better if there were clearer distinctions between administrators, operators and basic users.

Pros

The interface is very well organized, the Outlook integration works well and the reporting is simple and useful.

Cons

At this point, I haven't run into any missing features beyond what it already offers.

Pros

One thing that really works well with SysAid is how flexible it is. It can be customized without much trouble and getting it implemented is pretty fast too.

Cons

The weak spot is integration with some third-party tools especially applications like SolarWinds.

Pros

Running IT operations with it has been really convenient on both the customer-facing side and the internal IT side. Communication with internal customers feels simple and it handles storing incident details, problem records and related documentation very efficiently. The platform is also quite flexible when it comes to customization and it integrates well with external business intelligence tools.

Cons

Knowledge base can be improved since it should be more accessible for internal customers. That would help them stay better informed about the incidents they are submitting.