SysAid Reviews

Pros

Right away, it feels like a solid tool for managing service requests. It offers plenty of customization options that help with organizing and controlling any request and you can create categories and subcategories to classify each request or incident properly. The interface is friendly and simple to use as well.

Cons

Knowledge base editor can be a bit annoying to work with and it definitely could use an update both visually and in terms of features.

Pros

The reporting, templates and workflow tools have been really strong. I also appreciate being able to customize the views for my different teams which helps keep everything organized and relevant for each group.

Cons

Since I'm still new to the platform, I honestly haven't run into any major downsides. It took a little time to understand how the email flow works but outside of that, I haven't had any problems.

Pros

Using it has been very easy, with a setup and configuration process that feels simple to manage. The reporting tools and performance measurement features are also really useful and make it easy to track what matters.

Cons

I haven't explored every feature yet so I can't really point to any specific dislikes at this stage.

Pros

Working in a department that provides technology services to other employees in the company, we deal with equipment issues every day and they need to be resolved quickly so the business can keep operating. SysAid helps us stay on top of everything by organizing user issues through tickets. Every problem reported by a user becomes a ticket with the details of the incident and the system then routes it to the specialized department responsible for that type of issue.

Cons

One weak point of the tool shows up when we need to generate reports to compare department performance and resolution times. Those reports are important because they help calculate which department or specialist deserves recognition or needs some follow-up and that part could work better.

Pros

One of the biggest strengths of SysAid is how customizable and user-friendly it is. It doesn't force you into a fixed process either, it helps automate the processes you already use and makes them more effective which is a real benefit for end users. It also gives you solid ways to track service KPIs and manage assets efficiently.

Cons

The mobile app could use some improvement since it's not very user-friendly to understand or work with on a phone. Another limitation is the support chat: when I contact technicians, they can't start a remote session on my computer so I have to rely on sending screenshots instead.

Pros

After working with plenty of ITSM platforms, including some that cost an absurd amount, SysAid was the first one that truly felt like a tool I could control and tailor the way I wanted.

Cons

I'm not a fan of making users choose between incidents and requests when submitting tickets. Users shouldn't have to waste time figuring out that distinction. They should just submit a ticket and then it should be classified as an incident or request automatically based on the category or by the service desk analyst.

Pros

works really well as a control and information tool. The software is fully user-friendly and it helps with analysis in many ways, whether it's calendar-based, user-based or other types of settings and parameters. You can pull useful data insights from it quite effectively. I'd confidently recommend it to business users without hesitation.

Cons

It would be better if an initial training video were included to help onboard new users. Also, the Add Note option should be submitted from the same button or placed in the same location because otherwise a request can suddenly get verified and closed.

Pros

This tool has done a really good job of keeping our department organized and it's something we plan to keep using for many years ahead.

Cons

Getting everything implemented took quite a while but the tech support team guided us through each step along the way.

Pros

After dealing with a long, repetitive workflow and customer support tasks without any real statistics or proper documentation, SysAid came in as a cloud-based management solution that really improved how we handle support. It lets us monitor tickets on a regular basis and that has led to much better documentation for every process. Because of that, this tool has become an essential part of our daily work.

Cons

The only issue I have with the tool is the customization of categories when loading tickets into the system. Aside from that, the platform works perfectly well.

Pros

Getting this up and running is very simple, from installation through implementation everything moves quickly. Users also pick it up fast and understand how to work with it without much trouble and the database feels very stable and secure.

Cons

A few options feel repetitive and could be refined especially around SLA creation and rule setup. It also lacks a digital signature feature, the mobile interface is not very good and some options come enabled by default when it would be better to have them disabled so users do not change them by mistake.

Pros

It has been very simple for our team and the user-friendly setup makes it simple for staff to submit service requests. It has been consistently reliable and throughout all the years we've been customers, we haven't run into any issues with the software. Whenever questions come up, the support team responds quickly and is very helpful. Overall it's dependable, fairly priced and backed by exceptional support.

Cons

The patch management features could offer more customization.

Pros

Day-to-day company incidents are managed with SysAid and it's the tool we use whenever a failure needs attention. In my case, I receive the tickets related to networks and telecommunications and each incident is assigned to the right specialist so the issue can be resolved properly.

Cons

One thing that's missing is a priority ranking for incidents since every ticket comes in with the same level of importance. There's also a bit of delay before tickets show up in the system.

Pros

Using SysAid has been very simple and the platform gives plenty of flexibility when it comes to making modifications to fit different needs.

Cons

The interface feels a little outdated in some areas but the SysAid team has been consistently working on updates and improving the UI over time.

Pros

The interface layout is simple and the information is presented in a way that's simple to follow and understand.

Cons

It runs very slowly and random crashes happen pretty often. When that happens, no one can do any work until the system reloads itself. Tickets can't be submitted or updated while it's down which regularly impacts productivity and frustrates users who are trying to send in a request.

Pros

Having SysAid in place has been a huge help for our Technology department because it gave them an electronic way to track requests. It takes a lot of pressure off when employees stop them in the hallway or catch them in the parking lot with computer questions on the way into work. Now the IT team can simply ask, "did you enter it in SysAid?"

Cons

I'm genuinely very pleased with SysAid and the support it gives our staff but the tracking side can become a little confusing when a user submits a ticket under the wrong category.

Pros

Right from the user side, the interface feels very well designed and all the built-in templates for the most common tasks make a real difference. It genuinely helps make day-to-day work much better for the support team.

Cons

At times, the settings area can feel a little confusing. For example, request templates are placed under Templates, while incident templates are found in Category Settings. Aside from that, it's perfect.

Pros

Being able to attach work orders to a knowledge base article is really useful.

Cons

The reporting features aren't as helpful as I'd want them to be.

Pros

Getting started with it was quick and the setup process was very simple. The interface is also clean and simple to navigate which makes it pleasant to use.

Cons

One thing I'd still like to see is a more simple way to accurately identify software modules and generate reports on them.

Pros

After nearly two years of using it, it has proven to be a very stable and user-friendly application. Handling daily IT incidents has become incredibly simple. The configuration is simple to access and there are plenty of features available. The notification system performs really well and the platform offers a lot of flexibility when it comes to setup and customization. At this point, I fully expect to keep working with it.

Cons

Network management still feels like an area that needs improvement. There's more work to do around IT equipment discovery especially in environments with multiple VLANs. Reporting has definitely improved over time but it could still be better particularly because the exported files don't look very polished.

Pros

One thing that really works for me with this application is how user-friendly it is. I don't have much computer experience but the setup process was still very simple to follow.

Cons

At the moment, I can't say there's anything I actively dislike. If I had to point out one issue, it would be assigning tickets to groups and that's really the only concern I have right now.