SysAid Reviews

Pros

It has been a really positive experience. The interface feels friendly, communicating with your own customers is handled very well and it helps prevent duplicate tickets for the same issue. I also appreciate being able to customize my own emails and the ticket dashboard has a very nice, clear layout.

Cons

One thing I don't like is that there isn't an HTML editor built into the system and working with JavaScript could be handled better.

Pros

The interface feels very well laid out and simple to work with. It's easy to use and being able to route multiple alerts at the same time is a really helpful feature.

Cons

There are still some frustrating issues. The system can be slow at times, it logs out every 5 minutes and the filters occasionally get removed on their own. When routing multiple incidents, there are also cases where an incident ends up getting assigned to the wrong team.

Pros

The layout is user-friendly and the system is simple to use. It doesn't take much time for someone to pick up the basics and start working in the product. The additional add-on features available are also a big plus.

Cons

At times, it won't save your changes if another person is editing the same ticket at the same time. It would be helpful to have some kind of indicator showing when someone else is actively working on the ticket you have open.

Pros

Using the platform has been very simple for my users and they've had no trouble adopting it to report incidents through the system. I also really appreciate the automatic asset discovery and the way it captures asset data.

Cons

I don't have any real complaints. I've found the platform genuinely useful.

Pros

Right away, SysAid felt adaptable to the way our company works instead of forcing us into a fixed setup. We have multiple people handling the help desk and each one can customize their ticket view to match how they prefer to monitor and manage their workload. That flexibility has made a noticeable difference in productivity for our agents. On top of that, whenever an issue comes up, their support team responds very quickly and makes sure everything is working the way it should before they even talk about closing the ticket.

Cons

Their support team is genuinely helpful but since it is based in Romania, the time difference can be a minor frustration for us as a US customer. It sometimes creates an awkward gap in communication. I do wish they had a US-based support team because when I send a message later in the day, I would rather get a response that same day instead of seeing one come through around 2 a.m.

Pros

It covers the essentials really well with AD integration, IT ticketing and asset management all in one place.

Cons

Reporting does the job but it could definitely be more powerful.

Pros

One of the best parts is the support available. The team can give users a fast solution whenever an issue comes up and the help desk also makes project management much more efficient.

Cons

There aren't any major problems. That said I'd still like to see more customization for certain template fields, along with better tutorials for admins that cover all the features available to a help desk administrator.

Pros

There's a ton of flexibility in the platform and the support team has been fantastic. They're consistently available to help no matter what level of issue comes up.

Cons

Getting a full handle on all the system's details can be pretty challenging. It would really help if some kind of certification course were available.

Pros

After working with several other help desk platforms over the years, it feels much more polished and simple to use. Getting started went very well and setting everything up was simple without much hassle.

Cons

The only thing I really wish it could do is import help desk tickets from my previous system since that is not supported right now. I've been told that feature is in the works for an upcoming release.

Pros

The menus are simple and user-friendly which makes using the system pretty simple. It's also really convenient to get help for specific sections with just a quick click.

Cons

integration still has a few rough spots and could be simpler to set up and troubleshoot. It would also help to have warnings for user routes that stop communicating for a certain amount of time so issues can be caught and fixed right away instead of waiting until someone notices and reports the problem.

Pros

Now that it's cloud-based, we can keep track of our IT issues even while traveling which has been really convenient.

Cons

There's still no dark mode for viewing.

Pros

Managing admins and end users is very convenient with the group feature. I can create a group, assign all the needed permissions to it and then simply add the users who should inherit those access rights.

Cons

Customization in SysAid can be difficult when coding is involved. Removing custom reports has also been frustrating and I still haven't been able to delete some automated reports that were created by a former admin who is no longer with the company.

Pros

Using it feels logical and simple, it performs well, the support is strong and it costs much less than other similar systems.

Cons

It would be even better if it included more out-of-the-box integration options so connecting it with other services was more plug-and-play.

Pros

Having all these features and capabilities included at this price is a big plus. It's very simple to use and it brings all the tech ops tools we rely on together in one place.

Cons

There's so much functionality packed into it that getting started and setting everything up can feel a bit overwhelming. That's mostly due to my own limited bandwidth rather than the software itself though. We're bringing in professional services onsite to help us get everything up and running.

Pros

There are several ways to open a ticket, from email to using the F11 keyboard shortcut and the platform is powerful enough to handle detailed customization. You can tailor the look and feel, create personalized templates, send emails with expected resolution dates organize ticket categories and set up timers and notifications.

Cons

Project tracking is pretty basic although that isn't really what the software is meant for.

Pros

Getting this platform up and running was simple and managing it has been just as easy. It comes packed with features and the vendor's support has been excellent whenever needed.

Cons

At this point, there's really nothing to dislike. The platform has genuinely made our work a lot easier.

Pros

Having all my open issues and projects together in one place has been really helpful.

Cons

Linking users to their assigned hardware is a bit challenging.

Pros

Getting the ITIL functionality implemented was quick and simple and we were up and running faster than expected.

Cons

The admin side still feels too manual so I'd really like to see more automation added.

Pros

does a really good job of helping manage both users and IT staff, all in one package. The interface is user-friendly, the reporting works well and it provides a solid standard solution for IT automation.

Cons

agent does not always detect every IT asset that is online and removing an older version of the agent can be difficult when a newer version needs to be installed.

Pros

Using it has been very simple, the onboarding was super quick and it offers excellent value for the money.

Cons

The ITIL module is a bit tricky to set up.