SysAid Reviews

Pros

Right away, its interface feels clear and comfortable to work in. The fonts are clean and readable and the overall design is pleasant on the eyes. Basic service ticket management is simple and doesn't feel unnecessarily complicated. At the same time, there are plenty of advanced configuration options available for more complex use cases. When it's set up properly from the beginning, it can become a very powerful and extremely helpful tool.

Cons

One area that can be frustrating is adding pictures to a knowledge base article. It's definitely possible but getting everything to look as polished as it would in a Word document can take extra time. That may partly come down to being more familiar with formatting in Word than working with HTML.

Pros

The part I appreciate most about it is the navigation and the built-in help guide which points you in the right direction during setup. It's also really handy being able to move through the system easily and work with different reports in a flexible way.

Cons

SysAid app services can stop running on the client side and once that happens, the service can't be restarted unless it's deleted through a command.

Pros

Right away, it fit nicely into our AD through LDAP so updates to our user base are reflected quickly without much effort. It's simple to work with but still very configurable which makes it possible to adapt it to the specific needs of different IT departments. The email-to-ticket communication is also really handy--being able to just include the help desk address and ticket number in an email makes it much easier to keep incident details properly documented.

Cons

The trade-off with all that flexibility is that it can occasionally take a few minutes to track down where certain settings, like Type and Sub-Type, are located before making changes.

Pros

Entering Help Desk tickets in SysAid feels very simple. One of its strongest features is how quickly you can pull up tickets tied to a specific issue or person. It also makes it simple to check ticket status at a glance and the automatic escalation option is really useful when something needs more attention.

Cons

Honestly the only downside I can point to is that I still have not explored everything SysAid can do yet. It has a lot of features and we are gradually starting to add more of them into our workflow, including the calendar tool.

Pros

It works really well as a centralized place to log and manage every incident, whether it's entered manually or comes in through the email integration. Its asset management features are also very effective.

Cons

The admin interface would be better with a more organized layout and a simpler overall design.

Pros

From both the end-user and IT side, this software is very user-friendly. My favorite feature is the ability for users to send a screenshot of the issue they're seeing which makes a huge difference since a picture really is worth a thousand words.

Cons

Honestly I can't think of any downsides. We've been using this software in our facility since 2006 and have been extremely satisfied. Whenever help is needed, the support staff is there to assist.

Pros

The ticketing system has been the standout feature for me.

Cons

The remote connection application still needs some improvement.

Pros

Our internal customers are the ones who appreciate this most. A simple, visual way to submit issues, request hardware or software and handle user provisioning through a user-friendly web-based portal.

Cons

There's honestly very little about the application that we don't like. The rollout took longer than we originally expected but that was mostly because we kept uncovering more features and flexibility. Software with this level of customization naturally takes more time to go live especially in IT environments that are constantly changing.

Pros

One of the best parts is the asset management along with the helpdesk ticket tracking.

Cons

Honestly I don't really have anything negative to mention so there's nothing for me to dislike.

Pros

Right out of the gate, SysAid Helpdesk worked really well with LDAP and once it's configured, each ticket shows useful details about both the user and the machine they're on. Being able to merge tickets related to the same problem is a big help because it keeps the assigned person updated on everything tied to that issue. The option to attach screenshots, emails and other files is another nice plus. Adding your company logo takes only a couple of minutes and the knowledge base is very useful for those uncommon issues that only pop up once in a while.

Cons

I haven't run into anything I dislike yet.

Pros

SysAid offers a highly flexible, modular help-desk platform that covers everything from ticketing to asset and project management. Adding external modules expands what it can do even further especially for remote support through tools like TeamViewer. The pricing is reasonable for most budgets and the dependable customer support makes it an easy choice.

Cons

One downside is that the newer pricing model no longer gives you the option to buy the product outright.

Pros

Customizing and configuring it is simple and the whole system feels very user-friendly to work with.

Cons

The really weak part is the mobile app experience on smartphones and tablets, whether on iOS or Android.

Pros

Getting a ticket number for each issue made it simple to follow all of our IT problems and keep them organized until the department could help with a solution, even if responses didn't always come right away.

Cons

the system assigned the priority level automatically based on the issue and we had no way to adjust the urgency ourselves. In a classroom setting where technology is such an important part of learning, being able to set that urgency would have been much more useful.

Pros

Compared with other tools I've used before, this one is more affordable and wasn't nearly as frustrating to get up and running. The setup is fairly simple, it supports multiple users handling tickets and it can be customized quite a bit to match your needs. One feature I really appreciate is being able to leave private notes for coworkers that the client can't see, while still keeping everything in the email thread and accessible inside the software.

Cons

Support can be tough to deal with because it's sometimes hard to reach the customer service team and they don't always understand the actual issue until it has been explained several times. There are also browser compatibility problems--some features don't work in Chrome and quite a few don't work in IE. On top of that, the voting client on workstations updates every minutes and we really needed it to refresh more often.

Pros

Once you get past the learning curve, it becomes pretty simple to use. It also makes it simpler for users to submit their requests.

Cons

At times, it exposes too much information to the end user. The email side of it can also be a little confusing for both technicians and end users.

Pros

The tool can be configured to match specific needs and the required formats which makes it very adaptable.

Cons

License pricing is quite high. It would also help a lot to have support in Spanish so users can take full advantage of all the software's options and get answers to some technical questions.

Pros

From managing clients to handling support issues, it covers nearly everything I need especially with the built-in ITIL features. My clients can log in and view their submitted tickets which is a big plus. The escalation feature gives them a lot of confidence because it shows we are actively staying on top of their issues. Both the web interface and the mobile app are really appealing and simple to navigate. I also appreciate that it is cloud-hosted.

Cons

One thing that is missing is a clear way to see how long a ticket was open from start to closure. The time tracking functionality definitely needs improvement. When generating reports, it would be very helpful to see the actual duration spent working on each ticket.

Pros

It keeps my inventory updated and gives me a clear view of all my activities, both completed and still pending.

Cons

Registering a new user can sometimes take too long which ends up putting me behind on my inventory and other tasks.

Pros

Using it feels very simple because the interface is more engaging and overall the experience works well.

Cons

One thing I don't like is the user and login side when the session gets reset.

Pros

Its amazing how dynamic it is when handling information. The asset management is solid and the project management tools are very simple to work with. I also appreciate how objective the statistics are when creating projects and the incident management has been very effective. On top of that, the interface is quite user-friendly and the statistical data it provides is very precise.

Cons

Honestly I'm satisfied with just about everything. The design is functional and the reporting is clear enough to manage well especially since it allows file attachments to be uploaded for better context and understanding. The only issue I've noticed is that reports can occasionally take a bit longer to load although that may be related to hardware on our side and something that needs to be checked internally before reaching out to the SysAid team.