SysAid Reviews

Pros

It's been very dependable and has never really caused any issues with availability or staying up.

Cons

The downside is that it's a bit limited when it comes to features and the number of integration partners available.

Pros

This has been one of the best support experiences I've had with any software.

Cons

Some features are difficult to implement and it takes a bit of time to really understand how the product works.

Pros

Being truly ITIL-based is a big plus and the platform is simple to use. It gets frequent updates and offers enough customization to adapt to a wide range of needs.

Cons

There are still a few bugs with SSO and some integrations are not available yet.

Pros

The out-of-the-box ITIL processes are really appreciated and they only needed a few customizations to match our organization well.

Cons

Building the forms for each service request could be better, since it requires creating a lot of specific fields.

Pros

The team really knows the product well and is almost always available whenever help is needed.

Cons

Getting certain features set up still requires Professional Services.

Pros

Across our company, SysAid has become the tool our IT team relies on to keep tickets organized and moving efficiently. It has helped us manage the help desk much better and has also improved communication between the IT department and our users. Another big advantage is the technical support team. They are very knowledgeable, assist with any configuration we need and answer every question, even the minor ones. Their customer service is friendly, responsive and very effective.

Cons

it needs to be installed on every machine you want to access remotely. It would be much better if this worked from the cloud, since that would make it easier to manage especially for users with limited computer experience. It would also help a lot if they offered an online course or pre-recorded training videos so staff training could be done faster and more consistently instead of passing knowledge from one user to another.

Pros

Right from setup, it adapted really well to our existing ITIL process. I also appreciate being able to choose only the services we actually want to use, plus the integration options through the API and marketplace give us a lot of flexibility.

Cons

On-premise updates are only released twice a year. Another limitation is that the Description section in service requests still doesn't support rich text which is something the application currently lacks.

Pros

Being able to adjust and modify the system is a big plus and the customization options are very user-friendly.

Cons

The system forms still feel limited in flexibility especially since there are no radio button fields.

Pros

Using this system has been very simple. It's easy to work with and the search options are especially helpful in our day-to-day tasks.

Cons

The reporting side still has room for improvement. It would be better if the reports were more flexible and could be adjusted more closely to our needs and those of our clients.

Pros

Getting this up and running was very simple and the professional services team has been excellent with follow-up questions and ongoing support. They really take the time to listen and give practical guidance on how to set up the solution so it fits your business requirements well.

Cons

Since it's not a very mainstream product right now, integrating it with other tools through out-of-the-box connectors can be challenging. In many cases, we've had to spend additional professional services budget on other solutions to handle integrations or push data into SysAid through the API. That said companies with an internal development team may not see this as much of a problem.

Pros

The onboarding specialists have been really supportive and helpful throughout the setup process.

Cons

One downside is the lack of an Android-compatible app. SysAid offers an iOS app but most people in our organization use Android devices.

Pros

The interface is really well designed and there are multiple ways to access the system and log issues which has been very helpful for our team. Its integration with the systems we already use gave us the chance to keep building on and improving our business processes. We recently hit a milestone of 100k logged tickets after more than 8 years of using it and it's still performing reliably.

Cons

Honestly nothing comes to mind. The product simply works the way you expect it to.

Pros

Having a self-service portal for our end users has been really valuable. The ticket automation also takes a lot off my plate and makes my work much easier.

Cons

Integrating third-party tools can be a bit challenging.

Pros

Using and managing it has been very simple. Upgrades are easy to handle and the product is very cost-effective overall.

Cons

The only thing I would have preferred is having a cloud-only option instead of needing to run and manage it on our own VM.

Pros

One thing this tool does really well is help manage workflow in a very effective way. It gives you better control over the time different tasks take which helps activities move forward in a more organized and productive manner.

Cons

Integrating it with other tools feels quite awkward. It would be much better if they improved and updated that part of the platform.

Pros

Big thumbs up for SysAid. It has really helped our support teams bring down SLA times and made the whole ticket-handling process much more organized. I'd definitely recommend it to any organization trying to manage support tickets better.

Cons

Honestly there wasn't anything to complain about. I was happy with everything and would absolutely recommend it.

Pros

With so many helpdesk tools available, it usually comes down to finding one that matches the way your team actually works. For the size of our support team and how we operate, SysAid gives us the right balance of features and functionality without becoming overly complicated. Our users just email our support address to create a ticket in SysAid and then our operators can assign it to the most appropriate person.

Cons

The interface feels a bit dated and the filtering can be unreliable at times. There are also several places for communication--notes, messages and solution--and it is not always clear what stays private within the ticket versus what gets sent back to the user which can be confusing. I have not really looked into how much the ticket form layout can be customized but if that is possible, I could probably reorganize things in a way that would solve most of these issues. The mobile app is also pretty terrible though that seems like something they could improve fairly quickly in a future update.

Pros

A big highlight has been our Enterprise Account Manager, Jonathan Sacker, he's been fantastic to work with.

Cons

There are still some known RTF formatting issues when entering knowledge base articles.

Pros

Creating service requests in it has been the biggest advantage for me. It also lets you define all assets clearly and organize them by category which is really helpful.

Cons

Building workflows can take some time to get used to but with more training and hands-on practice, it becomes manageable.

Pros

The interactive dashboards are really useful and the level of customization lets us tailor the system to fit our needs well.

Cons

Patch upgrades can be difficult to handle and some parts of the setup take more effort than they should.