SysAid Reviews

Pros

It has been a solid ticketing tool for incident, problem and change management. It also lets us pull useful reports and includes asset management, monitoring and CMDB support. I also appreciate the automatic ticket creation from the monitoring tool, Control-M. Compared with other platforms like ServiceNow and Remedy, it covers the basics well and comes at a lower cost.

Cons

One frustrating part is that it logs us out pretty quickly after a short period of inactivity. On the ticket screen, there really should be just one place to enter notes but right now there are two and that sometimes causes confusion for the technical teams between internal and external notes. There are also times when SysAid has issues linking alerts to tickets so we get the alerts but the corresponding tickets are not created.

Pros

Running an IT service business and reselling software and hardware, we've been offering SysAid to our customers for the past 15 years. During that time, SysAid ITSM has consistently proven to be an excellent help desk solution for a wide range of customers. Over the years, the sales and technical support teams have always given us prompt, friendly and accurate assistance and they're consistently willing to help however they can. I'd confidently recommend SysAid to any organization that wants to manage its IT help desk more efficiently.

Cons

It has introduced a lot of features over the years that have noticeably improved the overall experience. One of the better recent additions is the integrated remote desktop control through TeamViewer. The only real drawback is the software price although you do get solid value for what you pay. Even with that said, SysAid is still less expensive than many competing products.

Pros

One of the best things about SysAid is how simple it is to configure, along with how reliable the platform has been. We've hardly ever run into any issues with SysAid being unavailable. On top of that, the support we've received from both their technical team and sales staff has been excellent.

Cons

Even though the software is generally simple to set up, there are times when configuring certain options and rules can still be a bit challenging.

Pros

Right from the implementation stage, their team showed a lot of expertise and were very supportive throughout the process. We're also currently testing the ITSM module and based on how things are going, it will very likely replace the ITSM platform we use now. At this point, we're especially happy with the Patch Management capabilities since that's usually a frustrating area in any IT environment.

Cons

Since we're a global company, dealing with time zone differences is regularly a challenge. Even so, SysAid consistently managed to meet with us at times that worked well. The one issue we are noticing with the Cloud version is the connection speed between South Africa and the cloud server hosting our tenant.

Pros

The helpdesk responds quickly and provides helpful answers and the implementation team has been excellent as well.

Cons

I've only been using it for about three months and at this point I haven't run into anything I dislike.

Pros

Very user-friendly for the end user, it fully does what it's supposed to do and the reporting is strong with plenty of customization options.

Cons

Setup is manual and fairly complicated but the team helps throughout the whole process, supports the implementation and launch and there are always updates coming out.

Pros

It's very flexible to customize which makes it fit our support needs really well.

Cons

One thing I'd still want to improve is the way we originally set up the categories since I'd redesign that structure better now.

Pros

It gives us very granular control during setup, while still being simple for both end users and our admins to work with.

Cons

I'd still like to see a design wizard for some of the templates.

Pros

The interface is clear, the training is solid and it's simple to use and customize. Ticketing and workflows are also well laid out and easy to follow.

Cons

Asset scanning feels limited and doesn't work reliably every time especially since it requires AD. Custom reporting is also hard to build unless you pay extra which is frustrating.

Pros

The technical support has been excellent and the product suite is very comprehensive for our IT team.

Cons

A few modules can be challenging to set up on our network but SysAid balances that out with timely and behd helpful support during onsite installations.

Pros

Deployment was simple and it comes with a strong set of features for Windows patch management.

Cons

Technical support feels quite limited and the product is very proprietary.

Pros

Using this application has been a really positive experience. The interface is very user-friendly and the platform is simple to work with. I especially appreciate the template setup, report exporting and report generation, as well as the inventory module. That part is one of my favorites because whenever I open an asset, I can see complete equipment details right away: where it is located, who is assigned to it, the hardware specifications, whether it is missing updates which programs are installed and even the software license it uses, among other things. The ticketing system is also very practical since you can create templates that make it much easier for users to submit requests without the process feeling tedious. On top of that, I don't think the price is high. The cost seems to depend a lot on the features you choose to include and it can be configured without much trouble. Their response time is also fast and all of this is included in the package purchased. Based on that, I would definitely recommend it.

Cons

At this point, I really don't see any downside to the platform because the package I purchased covers the needs of the company I work for. It gives us what we need in areas like inventory, reporting, ticket management and pricing that feels affordable.

Pros

SysAid gives us a flexible service management setup that actually fits the way we work, instead of locking us into a rigid out-of-the-box experience. It can be tailored to our needs and the team has been very accommodating whenever business requirements change or we need adjustments along the way.

Cons

One thing I didn't love was that you need some basic HTML knowledge to fully customize the notification section in SysAid. It wasn't a major problem overall but it was still something I wasn't thrilled about.

Pros

From implementation through support, the experience has been great. Their implementation team really knows the product well and working with them went very smoothly. They even went above and beyond on a few of our requests which was much appreciated. The customer and technical support teams were also very knowledgeable about the platform. Since most of them are based in Europe, the time difference has not been much of an issue for us.

Cons

While setting up the system, we did run into a few workflow limitations that couldn't fully accommodate some of our requirements.

Pros

It has helped improve our business processes and people across the company were able to adopt it very quickly. The software is very user-friendly and we really haven't run into any issues with bugs or stability.

Cons

Nothing major comes to mind. The only part that takes a bit of time to get comfortable with is the reporting module but aside from that, everything else has been really good.

Pros

It feels very forward-thinking and it can be customized really well to match our company's specific needs. Their support team was also very approachable and helpful, guiding us to where we wanted to be with our day-to-day IT operations.

Cons

Since the company is located overseas, scheduling meetings was sometimes difficult. That said they do have support staff here locally which made a real difference during support and deployment.

Pros

Having the service desk and tracking in one place has been a big win for us. It's a solid tool for managing all of IT and now we can see and track everything IT is doing from a single program. That has saved us a lot of time and helped improve how our end users view our team.

Cons

Setting up workflows can be a little tricky. You have to jump into a few different sections to get everything configured properly.

Pros

Working with our Professional Services Consultant has been a really positive experience. They were extremely knowledgeable, very helpful and made the whole process much easier to navigate.

Cons

One area that could be better is configuring custom views for groups and ticket queues since that part can be a bit challenging to set up.

Pros

This ticketing system keeps our department's support service under control by helping us track user incidents and problems across the company. It creates a close sense of follow-up with users and we can clearly see every action taken by agents or system specialists. The platform works with a first-level support model and when an issue is more critical, it can be escalated to second-level support without losing visibility. The history section is especially useful because it shows exactly who handled and reviewed each incident. On top of that since users are synchronized with the company's Active Directory, permissions inside the tool are assigned by role, allowing people to view, create or edit tickets depending on their access level.

Cons

One issue has been the way direct communication with users works inside the platform. The messaging part relies on email rather than happening natively within the system so interactions take place externally instead of being logged directly in the tool. Because of that, users are not really leaving updates, comments or direct feedback in the same space where the support specialist is managing the case. Even so, the system still covers the basic needs of user support.

Pros

SysAid gives you a lot of value for the price. The end-user side is simple to understand and getting started with the hosted version plus LDAP integration was simple to roll out.

Cons

There have been a few instances of downtime in the hosted environment and communication from SysAid around the ETA for recovery or the root cause wasn't always very clear. That said their communication has gotten better recently.