SysAid Reviews

Pros

SysAid comes with useful tools that help resolve IT issues quickly and efficiently.

Cons

The remote control support is limited without the TeamViewer add-ons.

Pros

Their customer service has been the standout feature for me. Anytime help is needed with setting something up or configuring a feature, the team is very willing to jump in and assist. They are also available for general questions which has been really helpful. On top of that, they often suggest ways to work more efficiently when it makes sense and I've found that especially valuable. Support is available by phone, email or chat and I usually rely on chat because it's the most convenient option for me.

Cons

One area that hasn't always matched my organization's needs is the out-of-the-box reporting. That said after discussing it with SysAid, they've taken a number of steps to improve it. They're actively working on new features that should make the standard reports much more useful. I do appreciate that they genuinely take customer feedback into account.

Pros

The way this system supports our ITIL setup has been excellent. It connects neatly with our AD and even brand-new users with very little IT knowledge can follow the guided steps without getting lost when they need help. The FAQ is also really useful, since people can often find an answer before they even log a ticket and get back up and running in under a minute.

Cons

A few workflows feel a bit too tab-driven and it would be better if certain items appeared or disappeared automatically based on what has been selected.

Pros

Performance has been consistently solid, with no slowdowns or system blackouts. It makes it simple to manage several IT resources at once. Another strong point is its flexibility, since customers can submit tickets through the web portal and track every update throughout the process.

Cons

The project management side is weak and the pricing feels fairly high. Task management can be confusing and it's difficult to clearly identify dependencies between tasks. On top of that, the interface in this module looks outdated and common options like filters are hard to locate. The API documentation is also very limited so integrations with other programs or platforms often end up being a trial-and-error process.

Pros

The interface is clean and user-friendly and being cloud-based makes it even more convenient to use.

Cons

The mobile application still feels like it could use some improvement.

Pros

A simple interface paired with customized email notifications makes it simple for our users to log calls and helps us stay on top of resolving them. The workflow automations save us a lot of time and effort and they let us deliver a more consistent, well-documented experience for users. Being able to build custom reports for the management team is also really valuable because it shows the progress we're making, the SLAs we've achieved and how many issues the team has resolved for both management and users. The support has been fantastic and the remote one-on-one sessions have genuinely improved both how the product functions for us and how usable it feels day to day.

Cons

The only minor downside is that updates come less often than they do with cloud-based providers, since I do enjoy seeing new features rolled out more regularly.

Pros

Pretty easy to get started, from installation through configuration. Another big plus is that it's ITIL-certified for Incident Management, Requests and Problem Management which really adds value when handling IT service management processes.

Cons

Connecting it with third-party tools can get costly and adjusting templates doesn't always feel very flexible since modifications can be a little difficult.

Pros

Incident management is simple to use and it gives us solid control over how everything is managed.

Cons

Getting started with workflow configuration is tougher than it should be and the setup can feel overly complicated at first.

Pros

Using this tool has been very simple and it's also easy to teach to other coworkers. Creating tickets is very convenient and being able to include detailed information in them is really useful. File attachments work well and the notifications are especially helpful for keeping track of updates and knowing right away when something is happening.

Cons

It doesn't connect tasks together and at times it feels a little slow and somewhat confusing.

Pros

SysAid has really helped with setting goals and keeping our business processes organized which makes things much more manageable for the help desk team and gives customers convenient access to ticketing.

Cons

There's honestly nothing I dislike about it, I'm very happy with the service.

Pros

The customer success and account management side has been really valuable. It supports business growth well and gives much better visibility overall.

Cons

One frustrating part is the search in SysAid. It is not very pleasant to use and we have had to rely on our own search engine on top of SysAid to make it practical.

Pros

Handling support requests is quick and simple and the O365 integration saves a lot of time since there's no need to create users one by one.

Cons

I'm happy with the tool overall but I'd still like to see an iOS app available for end users.

Pros

SysAid works as a very complete platform for handling cases and incidents, not just for IT but for practically any department in the company with the right setup. It also connects with other corporate applications which adds useful functionality and makes access more convenient for end users. The asset management side is especially helpful for keeping track of IT inventory, along with the changes and updates made to each device. Getting started with the default configuration is simple and incident management can be handled efficiently. On top of that, the customization options are user-friendly, with a modern graphical interface that supports self-service and helps users resolve issues before even submitting an incident.

Cons

Some update-related documentation is not available in Spanish.

Pros

Getting this up and running was simple and managing it day to day has been just as convenient. It offers a wide range of functions, scales well as needs grow and the customer service and technical support have been consistently dependable.

Cons

The mobile app still isn't really functional and that's an area that definitely needs improvement.

Pros

It has been very dependable for us. The updates usually bring useful new features and it's rare for anything to stop working after one rolls out. We use it not only for incident management but also to track inventory, monitor asset warranty expiration dates and keep records of redemption codes and product keys. Lately, I've been digging deeper into the platform and finding even more ways to use it and their articles and example resources have been genuinely helpful. Their support team is also pleasant to work with and shares detailed guidance when it comes to customizing the software for our facility.

Cons

I'd still like to see more flexibility in customizing the interface, including an option for a full dark theme. I'm also not pleased with the latest redesign of the incident screen layout. The way the page flows during use feels much less user-friendly now and honestly doesn't make much sense.

Pros

Using it has been simple and it's saved our IT department a lot of time and money.

Cons

One thing I'd still like is the option to add more categories for describing a service request, incident, problem or change.

Pros

The reporting tools are really useful, the interface is simple for end users and there are several effective ways for IT Support and users to communicate with each other.

Cons

Certain parts of the system can be a bit complicated to customize.

Pros

Works really well as an efficient and user-friendly IT management service solution.

Cons

Honestly I haven't come across anything to dislike about it.

Pros

It's simple to use, stays available when I need it and works really well as a tool on Android.

Cons

Support from SysAid could be better and I'd also like to see more simple report outputs.

Pros

Having everything in one place is what makes it so useful for managing a computer network. It covers the help desk, patching, inventory management and remote control so there's no need to jump between different tools. SysAid really helps simplify day-to-day work.

Cons

No drawbacks whatsoever.