SysAid Reviews

Pros

The platform has been stable and user-friendly and it has helped us set up solid workflows for handling requests and resolving incidents. It also gives us accurate statistics which makes it much easier to track and measure the support team's performance.

Cons

the support service is slow. They also need to improve the release process, since updates sometimes come with bugs.

Pros

It has really helped our support team work more efficiently especially with the knowledge base and self-service portal. Before we had it in place, getting tickets routed to the right departments and assigned to the right people was much more difficult.

Cons

The integrations were challenging to set up particularly with other software such as Salesforce.

Pros

Its implementation went well and the platform adapted nicely to our company's internal needs.

Cons

Price of the basic module has gone up over the last few years and technical support in Spanish is almost nonexistent.

Pros

The ticket routing works really well and Automate Joe along with the document library adds a lot of value to the platform.

Cons

The ticketing interface could be more simple at first although it becomes easy to use once you get used to it.

Pros

Its very simple and being able to adjust the workflows to match our process is a big plus.

Cons

The only real downside is that it still doesn't offer a mobile app.

Pros

SysAid works really well as a central place to handle ticket creation across multiple departments.

Cons

At times, the system can be a bit confusing and setting up sub-types and templates can be challenging.

Pros

The software is very easy to manage and keeps our support desk well organized.

Cons

Setting up some of the integrations was a bit confusing.

Pros

Getting this up and running was simple and managing it has stayed easy over the years. We've barely needed technical support to make changes which has been a big plus.

Cons

The mobile app still feels limited in functionality and could definitely use some improvement.

Pros

The biggest strengths for me are the knowledge management tools, user management and the self-help desk. Those features make it much easier to organize information, handle users properly and give people a way to resolve issues on their own.

Cons

The weaker areas are email management, asset management and CMDB management. Those parts could use improvement compared with the stronger functionality in the platform.

Pros

Using it day to day feels simple and the built-in reporting feature is a really valuable addition.

Cons

One downside is that the on-premises version doesn't offer a mobile app.

Pros

Incident management, alerts and asset management are the parts that have worked really well for us.

Cons

The chat and knowledge base feel a bit dated especially when you compare them with MS Teams.

Pros

I really appreciate that they keep rolling out improvements without raising the price. The support team and user community have also been excellent, with fast responses and quick escalation whenever it's needed.

Cons

A few of the configuration pieces feel a bit clunky and the integrations can be awkward too but the support team and community are very helpful whenever those issues come up.

Pros

The support team has been really helpful and they made the overall experience even better.

Cons

Integrations and SLAs can require quite a bit of hands-on work.

Pros

It keeps getting more user-friendly over time.

Cons

We used to run into connectivity issues in the past although that has improved a lot recently.

Pros

Getting this up and running was simple and using it has been just as simple. It comes with plenty of really useful features and most importantly, the feedback from end users has been very positive.

Cons

At this point, I haven't run into anything I dislike.

Pros

The support and customer service team has been excellent to work with. They shared guidance documents with me and the advisors were always available and attentive whenever I had questions or specific requirements. Because of that level of service and follow-through, I'm giving it the highest rating.

Cons

The documentation still needs to include more detailed information.

Pros

One thing our team really appreciates is how simple it is for employees to use. Being able to view the error message or even the desktop of a frustrated user gives the support team a head start before we respond. From there, we can join their session and usually resolve the problem right away. It also does a really good job of helping us prioritize and track requests, while letting us see how the rest of the team is responding to users. The inventory and asset history features make budgeting for replacement machines much easier. On top of that, support has been excellent and new components keep getting added every year.

Cons

I really haven't run into any issues yet. The screens are simple to customize and overall it has been an excellent piece of software.

Pros

Everything feels highly customizable and automated which cuts out a lot of the repetitive manual work and lets us focus on higher-priority, more urgent tasks instead. It's simple to configure, simple to use and very user-friendly overall. The reporting is fast and the dynamic graphs make it possible to present our weekly and monthly work statistics to management within minutes.

Cons

Honestly we're happy with almost everything. The only minor challenge has been some special coding and configuration needed for certain third-party integrations, such as SAP. That said we completely understand that this kind of integration is very specific to our own needs and requirements so custom code makes sense. Overall we're very satisfied and that's exactly why we continue choosing SysAid as our main operational tool.

Pros

This software has been fantastic and the service behind it is truly second to none.

Cons

I have nothing to complain about because everything works exactly as expected.

Pros

The workflow works really well and the customization options make it user-friendly for both admins and end users.

Cons

A few advanced features are still needed although the team is actively working on adding them.