SysAid Reviews

Pros

Being cloud-based is a big plus because we don't have to deal with updates or any software maintenance ourselves. The automatic email-to-ticket process works perfectly too. Users just send an email to the set address, a ticket gets created right away, they receive a response and the IT team is alerted by email as well. I also use the cloud dashboard to keep track of jobs which has been really useful.

Cons

Getting everything configured can be a bit of a head-scratcher at first but the support team is excellent. The only real issue is user behavior which honestly comes with any support portal. People still tend to stop me in the hallway or email me directly so we have to keep encouraging them to log requests through the system instead.

Pros

After more than five years of using it, it has really brought structure to the way we handle fault reporting. Users feel confident logging issues and the staff especially appreciate the F11 reporting tools, along with the newer option to attach videos when reporting faults. The asset register has been very useful for us as well.

Cons

There are no real drawbacks for us, aside from the fact that new features keep coming out and we need to stay current with them.

Pros

Getting it installed and keeping it updated has been very simple from the technical side which is a big plus. Once routing rules and inventory assets are configured, they pretty much run on their own without needing constant attention. The integration with third-party tools is another strong point and adds a lot of value.

Cons

One downside is that on-premise update releases tend to take longer than I'd like. There are also a few interface bugs that I wish were fixed a bit more quickly.

Pros

Right from the start, the platform felt very user-friendly and pleasant to use. I really appreciate how navigable it is especially compared with other products that are much harder to work with. It feels polished and I honestly think it has a very promising future ahead. On top of that, the pricing is very affordable when compared to other vendors.

Cons

Honestly I do not have anything negative to point out. It is a really strong product and I am excited to see what else the company comes out with next.

Pros

It's been incredibly helpful for us and has gone a long way toward eliminating problems. When issues do come up, they're addressed very quickly.

Cons

I haven't had a negative experience with it. The company does a really good job taking care of both the end user and the distributor.

Pros

Getting started with it is easy, just enter your login credentials and you can open tickets right away without any hassle.

Cons

The interface could use an update so it feels more in line with the kind of GUI standards that were common in 2019.

Pros

It gives our IT team a clear picture of what's happening at all times. We can see where problems are, who is working on each issue and how long it takes to resolve them. At the same time, users who submit tickets stay informed about their requests since they receive updates when a ticket is opened, being worked on and finally closed.

Cons

Works really well but only when people actually use it and keep it updated with the right data. To get the most value from it, both users and admins need to consistently go through the SysAid portal and that can sometimes take extra time.

Pros

A big plus has been the recently introduced Self-Service dashboard. I've also started using the Business Analytics that was added and it's been extremely useful. On top of that, the staff and people I've had the pleasure of working with over the past 15 years have been consistently excellent.

Cons

Reporting feels a bit limited although I can usually still figure out a way to get the information I need. It would be nice to see more depth in the report builder module, along with additional configuration options for both standard reports and Business Analytics.

Pros

As a Service Desk Manager, it gives me everything I need in one platform. It's very user-friendly for customers and it also gives our technicians and engineers all the tools they need in one place. From asset management and reporting to mobile device management, SysAid really covers it all.

Cons

If I had to point out one thing, user-defined reporting could be better but that's really about it.

Pros

One thing that works really well is being able to update tasks and send them back to the user who originally submitted them. It also gives me a clear and simple way to keep track of where most of my time is going while I'm handling support work.

Cons

A helpful addition would be the option to create required questions that are tied specifically to certain types of tasks.

Pros

The biggest advantage is how simple it is to use. Our end users can jump right in without needing any kind of tutorial to figure out the system.

Cons

The latest web interface doesn't seem to scale properly in any browser I've tried. For example, it was hard at first to find where the "send" message option was. I actually prefer the previous GUI over the current one.

Pros

The customization options are really versatile which lets us adapt the system to match our specific needs.

Cons

One thing we'd still like is stronger Project Management functionality.

Pros

It has been fantastic for our team. It lines up really well with our audit and compliance requirements and whenever we've had questions or needed help, their team has been consistently responsive and helpful.

Cons

Nothing comes to mind right now that has been causing any issues or frustration.

Pros

Keeping track of tasks, whether they're opened, closed or in progress, is very simple. It's also really convenient to email users directly from within the task and keep the whole conversation tracked in the same place.

Cons

No problems so far.

Pros

After using it for many years, it has been fantastic for our team with no issues at all. They've continued adding useful features, such as TeamViewer integration directly within the ticket which has made the platform even better over time. We support around 800 employees and the software has served us extremely well throughout. We also have 10 administrators working in SysAid and everyone is completely happy with the workflow the app provides.

Cons

Honestly it's difficult to point to any real downside with this app.

Pros

Using this tool at our company has been a really positive experience especially because it's so simple to work with. Even though we're the IT team, everything we need is already built in and ready to use so there's no need for any real coding knowledge to get value out of it.

Cons

There isn't a feature I can say I truly dislike. Every now and then, I catch myself searching around for an option I haven't touched in a long time but that feels more like me not being fully familiar with certain screens than an actual issue with the product. Since the system was set up, I rarely need to go back in and make changes anyway.

Pros

It does an excellent job of handling the entire help desk and its processes which makes the overall user experience very comfortable.

Cons

At the moment, there are a few minor disconnections or outages on the main cloud server but they have only been small issues.

Pros

Thanks to SysAid, we now have much better visibility into everything happening across the IT department and it's helped us track both efficiency and overall effectiveness more accurately.

Cons

SysAid fits our needs so well that we really haven't run into any gaps or missing features on our side.

Pros

A quick-loading, clean web-based interface is a big plus especially since there's no need for any desktop installation.

Cons

It does exactly what we need for handling in-house ticket management at our facility.

Pros

Being able to customize each form is a big plus.

Cons

It can be difficult to adapt for industries that follow a different business model.