SysAid Reviews

Pros

Asset tracking comes with advanced information which makes it really useful for keeping up with devices and their details.

Cons

Remote support is quite slow and some issues take longer than expected to get resolved.

Pros

Everything feels quick, efficient and simple to use and the dashboards are especially helpful.

Cons

One thing missing is a mobile app that supports the newer versions of Android and iOS.

Pros

Submitting a new ticket is simple for end users which makes the basic request process easy to follow.

Cons

Setting it up is genuinely frustrating and it leaves out a lot of useful options and features that should really be included.

Pros

One thing that really works well is the personalization it offers. It makes it much simpler for my users to submit their own tickets through the self-service portal, while also giving administrators better control over service levels through notifications and customization. The time boards are also very useful when it comes to real-time monitoring and they help a lot with keeping track of what is happening as it happens.

Cons

The CMDB modules are only partially enabled which feels limiting. On top of that, the remote control feature, when used, does not provide many options for managing equipment. Sending relevant information inside messages could also be handled better and the permissions section needs a lot more clarity by explaining what each item in the list refers to instead of just showing the route link.

Pros

Getting everything set up took a bit of effort at first but the support team was outstanding. During onboarding, we had a specialist working with us who helped resolve absolutely any issue that came up.

Cons

A few features and items were a little hard to locate in the beginning but with the help of the onboarding engineer, we were able to find everything we needed.

Pros

The adaptability of this software has been a big plus and I really appreciate how information is cross-referenced across the different modules.

Cons

I honestly have nothing negative to say about this software.

Pros

Ticket management works really well here. Creating tickets is simple, assigning them to the right people is simple and the option to add attachments makes it much easier to review and understand the issues being reported. Email notifications for everyone involved also help communication a lot and keep the work moving with the urgency it needs.

Cons

The project management section feels a bit slow and confusing. Its interface is not very user-friendly and since tasks are not connected within this module, it makes the work harder than it should be. This area definitely needs improvement because it would make handling projects much more efficient.

Pros

Excellent after-sales support and really strong customer service. The interface is user-friendly, ticket management is simple and our end users genuinely enjoy working with SysAid because the layout is simple and easy to follow.

Cons

Some more advanced integrations are still missing, like a native Splunk integration. And of course, the pricing could always be a bit better ;)

Pros

SysAid has been a big win for our Help Desk team and has made a noticeable positive difference in how we work.

Cons

Nothing specific comes to mind. At this point, we still haven't run into any shortcomings.

Pros

Right from the start, this platform has been very simple to use and tickets are managed really efficiently. The SLA is short and there's always clear visibility into what's happening.

Cons

Honestly I don't have any negative feedback about this tool.

Pros

The support from the team has been amazing.

Cons

Honestly I have no complaints at all and everything has been excellent. I'd highly recommend it.

Pros

Customer service has been excellent and the self-service portal, asset management and knowledge base all add a lot of value. It covers the key areas I need and does them really well.

Cons

At the beginning, the huge number of configuration options felt a bit overwhelming. Once I got familiar with them though, they actually made the system much more capable.

Pros

Being able to connect remotely to clients is really useful and makes support much more convenient.

Cons

At times, the service on the client side stops running and the only way to get the agent working again is to restart the computer.

Pros

SysAid has really helped improve team dynamics and overall workflow. It adapts well to different company processes so it can fit almost any type of workflow a business has. The platform also connects nicely with existing company systems and works alongside tools like Power BI, web-based services and even programs such as TV-related systems.

Cons

There are bugs and some features take too long to get improved. The system can also be difficult to understand in certain areas and getting answers from the SysAid team sometimes takes longer than expected, even though the service is always professional. Log files can be messy and problematic and there are often quite a few bugs when upgrading to the latest versions.

Pros

Compared with the other four products we evaluated, SysAid was by far the most responsive and supportive throughout the selection process. The pricing is very competitive, the out-of-the-box functionality is excellent and the system is simple to configure on your own. On top of that, the support and service have been outstanding from everyone I've dealt with at SysAid, starting with the initial sales contact through to the solution architects and the general support team. I honestly didn't expect this level of help and responsiveness from a product at this price point.

Cons

A few features are still being developed but the pace of new releases looks promising. Overall I wouldn't see that as a reason to avoid the product because the existing functionality is already very strong and new features are being added to the SaaS platform every few weeks.

Pros

Working with this company has been a really positive experience. The workflows are simple to set up and make it much easier to stay on top of tasks. The reporting built into the tool is also very useful and the ongoing updates keep making the product better all the time.

Cons

The cloud version can be a bit slow now and then but they've addressed the concerns well. The feature request list can get pretty long though they do pay attention to customer needs and continue adding requested functionality.

Pros

Simple to get started and it has been very user friendly from day one. It's customizable, highly automated and it helped us remove a lot of manual, repetitive work from our day-to-day processes. That has saved us both time and money, while giving us more room to focus on higher-priority tasks. The email-based integration also worked really well for us, helping the team stay organized and keep better track of the workload.

Cons

Honestly there's very little to complain about which is why we continue to use SysAid as our main operational tool. The only thing I'd still like to see is added functionality around omni-channel integration although it was already on their 2020 roadmap and expected to launch in Q4.

Pros

The incident/request handling and asset management are the parts I appreciate most.

Cons

The remote control tools are the area I'm less happy with although they have been getting better.

Pros

Everything is automated and tickets are routed to the right people automatically which saves us time and money and helps us work much more efficiently.

Cons

At this point, it meets all of our expectations and requirements so we really don't have any complaints.

Pros

The service and support have been wonderful and the product delivers a really strong user experience.

Cons

There's nothing to complain about. We're happy with everything which is exactly why we continue choosing SysAid as our main operational tool. If anything, I'd just say they should keep adding new features the way they always have.