SysAid Reviews

Pros

Our end users were able to pick up the product very quickly and the implementation went through without any issues. On top of that, the support from the SysAid team has been outstanding.

Cons

At this point, we really haven't come across anything about SysAid that we dislike.

Pros

Once everything is set up properly, using it feels simple and user-friendly.

Cons

Getting to that point takes some time though. There's definitely a learning curve and a few settings can be pretty hard to configure without help.

Pros

One of the best parts is how customizable it is. Making changes and adjusting it to our needs is very simple.

Cons

At times, getting support from the help desk can be a bit challenging because of the time zone differences.

Pros

It's flexible and simple to work with and the part I use the most is the Change and Release component.

Cons

Creating reports is still a bit challenging for me.

Pros

It has saved us a lot of time when we need to troubleshoot recurring issues. Being able to go back through older tickets and search for the same problem again is really helpful. The filtering and sorting options are useful too especially when trying to narrow down tickets quickly.

Cons

The interface feels pretty messy and takes a while to get used to. Since we upgraded to v20.1.14 b6, we've still been trying to figure out where different buttons are and the comments section has changed as well.

Pros

A lot of the workflows are very simple to handle and compared with other systems, the pricing makes it an obvious choice.

Cons

A few parts of the setup process can feel a bit drawn out but the SysAid team is there to help.

Pros

Getting feedback from our team and keeping up with customer service requests has become really simple. Having one reliable source of truth now helps us stay focused and make better decisions.

Cons

The Project and Task module still has room to catch up to how strong the Service Request feature is.

Pros

The platform is very user-friendly and works really well for routine operations. It's also very efficient and the value you get for the cost is excellent. Definitely something I would highly recommend.

Cons

If I had to point out one thing, it would be nice if the basic version allowed more users. That said I do understand the limitation.

Pros

The customizable workflows are really useful and the self-service portal gives users a convenient way to handle things on their own.

Cons

Setting up notification translations in multiple languages is a little complicated.

Pros

Flexible and simple to work with. It gives good control over service inquiries.

Cons

The agent often stops working and we still haven't been able to find a solution.

Pros

Using the system is very convenient and simple. It does a good job of monitoring service calls and I also appreciate having a clear listing of end-user equipment along with location and user details all in one place.

Cons

I've had almost no issues with the software. The only occasional problem is that Explorer sometimes acts up but it works very well in Chrome.

Pros

feels simple and the interface is convenient to work with.

Cons

interface seems designed more for a large company and there's not much explanation provided.

Pros

Incident and request ticketing work really well and setting up the asset management piece was simple. It's also very user-friendly for employees and when you keep the self-service portal simple, end users really respond well to it.

Cons

It took some time to fully understand how to program everything although the product keeps getting better. I'm especially looking forward to trying the new workflow designer since the older workflow setup was fairly complicated.

Pros

Getting started with this helpdesk solution was simple and implementing and customizing it has been just as manageable. SysAid offers a powerful set of tools and the ITIL-focused features are a real plus. On top of that, the support team has been excellent--responsive, available and consistently helpful with follow-up.

Cons

There's plenty of flexibility to customize and create fields but showing them properly in the end-user portal is not as simple. Ideally, the request form in the portal should appear the same way it does when submitting the ticket.

Pros

Its very complete, with a wide range of useful features for managing and automating a ticketing system. The support team is also very responsive and always ready to help whenever any concern comes up.

Cons

A few features are still missing but the good part is that you can share that feedback with support and they'll usually try to include those features in a future update.

Pros

Being able to tailor just about everything is a huge plus. We've fully customized the system to match exactly what we need and how we want it to work.

Cons

Support used to be the issue but it has gotten much better over time. At this point, the only thing that stands out is the look and feel although that has improved too. I'd still like to see better email template options.

Pros

It has played a key role in bringing our ticketing and request workflows together in one place. The support team has consistently been responsive and professional and their skill in offering solutions for more complex business processes has been genuinely impressive. We see them as a dependable partner in helping our IT teams deliver the best possible service to our coworkers.

Cons

It is an extremely stable platform. It delivers on what it promises with a robust, feature-rich system. If I had to point to any downside, it's more about the product's ongoing evolution. They're currently updating both features and visuals and they're doing it carefully to avoid disrupting other parts of the system. Because of that some components appear or behave differently across certain subsystems. From the company's perspective, that approach makes sense since it protects overall functionality. For back-end administrators though, moving between different configuration areas can take a little getting used to during this transition. That said these updates remain seamless in practice for both end users and admins.

Pros

Getting started with it didn't take long and customizing it for our company was pretty simple. The functionality felt a bit rough in the beginning but it has improved a lot over the years. The asset tracking is especially strong since you can identify equipment by login. It also lets you automate Windows updates and even remote into a device directly from SysAid which is really useful when troubleshooting an issue.

Cons

A few fields still don't auto-populate, such as the time.

Pros

Right from setup, it felt like a very powerful ticket management tool. It's quick to install and start using and I really appreciate how much you can customize the ticket workflow to match your process. You can also create different roles for team members, track the time spent on activities and use the insight dashboard to get a clear summary of tickets that are pending assignment, already closed or being categorized based on your needs.

Cons

At this point, I don't have any complaints. The software does exactly what it's supposed to do.

Pros

The end-user portal works really well and the flexibility and customization options are a big plus.

Cons

Managing tickets from the admin side could be better. The message flow between the admin and the customer doesn't feel very natural and I'd also love to have more customization available in the admin portal.