SysAid Reviews

“Fantastic improvements with AI and cloud

Pros

The connection with Microsoft Teams, the new AI chatbot and moving to the cloud have all been fantastic improvements as per me.

Cons

One and only downside I can mention is that we have to request a manual refresh for the testing environment. Other than that the product is outstanding in every way.

“Excellent for handling workload

Pros

SysAid application is excellent for handling my team's workload which makes it clear which tasks belong to which person.

Cons

The user interface can be difficult to navigate and often feels cluttered. It also looks outdated next to other helpdesk applications I come across.

“helpful ticketing system

Pros

The ticketing system is pretty simple yet really helpful for keeping things organized and assigning tasks.

Cons

Well the screen looks too crowded and messy when we have a lot of open tickets.

“Love the copilot AI

Pros

Our favorite feature is definitely the CoPilot AI. It took our staff a little while to get used to it but having it right inside Microsoft Teams has completely changed how they get support.

Cons

We've tried several asset management products and none have fully met our needs. This one is making progress, but it's still missing some key features we're looking for.

“Great customer support

Pros

The customer support is great and they get back to us quickly.

Cons

I feel like the interface for end users could be better and it also takes a very long time for new features to be released.

“impressive features, frustrating bugs

Pros

I am really impressed by how the AI can pull information from our company's own documents.

Cons

The system has too many glitches and the email system does not support modern HTML formatting.

“great ROI and easy setup

Pros

The return on investment is a big plus. It is also easy to install, set up and customize with templates and workflows.

Cons

Though the asset management tools are okay but they are not particularly impressive.

“Simple to set up categories and routing rules

Pros

My favorite thing is how simple it is to set up categories, service agreements and routing rules. It is also a very user friendly tool that works seamlessly for us with Active Directory.

Cons

There is not enough customer support available in Spanish which I did not like.

“Professional support with a great helpdesk

Pros

We get professional support, a great helpdesk, excellent customer care, lots of documentation and a useful AI chatbot. In short everything about it is good.

Cons

While the new design looks great, as per me it is still missing some fundamental features and can be unstable at times.

“Was easy to set up!

Pros

It is pretty easy to set up by ourselves without needing outside help. Even the workflow builder for managing changes is simple making it easy to follow every step in the process.

Cons

The admin group permissions have a privacy gap. No matter how we set them up, one group can still see the members and tickets of another group.

“One of the top ITSM tools!!

Pros

What makes SysAid stand out for me is how it brings everything together. As one of the top ITSM tools, it's not only affordable but also packed with modern features like AI and a chatbot that actually help. The fact that it integrates so smoothly with Teams means I barely have to switch contexts during the day.

Cons

It is not very adaptable for non-IT departments and the mobile app is not great. Training users to feel comfortable with all the features also takes a significant amount of time.

“Genuinely helpful AI for the helpdesk

Pros

The AI is genuinely helpful for me on the helpdesk and for the users who need support as it is not just for show. The marketplace also has great extra features and connections to other tools like Zapier.

Cons

Well the initial setup was a bit of a challenge but that's pretty common with any new software platform.

“Very easy for submitting help tickets

Pros

Submitting help tickets is very easy and I like that they are automatically sent to the right support person.

Cons

Finding the right category is difficult. The options change based on what we picked before and there is no search box to help us find what we need.

“The best ticketing system

Pros

The ticketing system is the best for tracking and quickly fixing IT problems.

Cons

I feel like the mobile application needs some upgrades to make it more practical for use outside the office.

“powerful automation engine

Pros

It is easy to create email rules that help us manage support tickets better. For example the system can spot certain words in a new ticket and automatically send it to the right team or assign a template. This saves time and makes the process more efficient. The automated tasks also reduce repetitive work for the helpdesk. Plus connecting to our company directory keeps all user information up to date which we used to have to do by hand.

Cons

The interface feels a bit old. To read through all the messages in a ticket, we have to click on each email individually which is tedious. We also cannot combine several different reports into a single dashboard view.

“User-friendly interface

Pros

The interface is user friendly and easy to use. The ticket management is also excellent, saving us time and keeping everything well-organized.

Cons

In my opinion the reporting tools could be more powerful and the mobile app needs work to improve its speed and functionality.

“highly customizable dashboard

Pros

SysAid customizable dashboard and ITIL tools make handling tickets and assets very simple. Plus it saves me a lot of time and effort.

Cons

The reporting features are not very basic, it takes a while to learn how to build the specific reports I am looking for.

“Great helpdesk system for small companies

Pros

I would say its a great helpdesk system for small companies.

Cons

To be honest I did not have any complaints. We only switched to another system to reduce our overall software costs.

“user-friendly

Pros

this software is user-friendly and the license cost is very reasonable.

Cons

the system does go down occasionally but their team is always quick to resolve the issue.

“Simple dashboards with easy workflow setup

Pros

The dashboards are simple and it is easy to set up workflows, especially with the helpful pre-built templates.

Cons

Well the features for tracking time and billable work are areas that I feel like really need some enhancement.