SysAid Reviews

“easy to deploy

Pros

I really like how simple the tool is and how easy it is to get it up and running.

Cons

While it works for different workflows, I think it would be really helpful if the main response email account could connect to an additional mailbox.

“effective key features

Pros

Key features like smart routing, automated workflows, the AI chatbot and ticket management are all proven very effective for us.

Cons

The standard reports in the system are a bit tricky to use.

“very user-friendly ticketing system

Pros

We use their ticketing system which I find very user friendly. I also love that they offer extra add-ons like Automate Joe which we are planning to use for our employee offboarding. Plus the company is professional and knowledgeable and we have built a great relationship with them. In short I would definitely recommend SysAid.

Cons

This is not a complaint but I only discovered the Automate Joe feature by accident while exploring the ticketing system. I had no idea what it was at first.

“Automated routing for smoother support

Pros

My favorite aspects are the automated ticket routing and prioritization which make our support much smoother. The self-service portal is also excellent for letting users resolve common problems on their own.

Cons

One of my main issue is the limited customization which makes it hard to adapt the platform to our specific workflow. Integrating it with our other software is also more complicated than it should be and often needs extra help.

“offers a v clean interface!

Pros

The clean interface and live chat in SysAid make it simple to manage IT support and help users quickly.

Cons

Self-service portal looks outdated and could use a visual refresh. The process for managing changes also is not as simple as I'd like.

“Ease of use that boosts productivity

Pros

What stands out most is its ease of use, powerful automation and how it simplifies our IT tasks, boosting our team's productivity.

Cons

The thing I like least is that some of the more advanced customizations can get surprisingly complex. While it is usually user-friendly, those specific setups take a lot more time and effort.

“Smooth and simple user interface

Pros

The smooth and simple user interface is one of the features I like the most.

Cons

Umm although the user interface is very smooth and simple I feel like it could still use a modern refresh, other than that no complaints at all.

“Pretty useful reporting and analytics tools

Pros

SysAid's reporting, analytics and performance tracking tools are all very useful for us.

Cons

The platform can be complex and I sometimes struggle to locate certain tools.

“an easy-to-navigate dashboard

Pros

The ticketing system works very well for us and the dashboard is user friendly and easy to navigate.

Cons

It can be slow occasionally and I noticed the mobile app does not have all the capabilities of the full desktop version.

“simple, customizable and effective ticketing system

Pros

It is simple to use, we can change the wording used in the system and the rules for escalating tickets are very effective too.

Cons

As someone who uses it every day, I genuinely do not have any complaints about it.

“offers excellent support

Pros

It's incredibly user-friendly with a layout that's easy for everyone to understand. The customization options are great and the ongoing support after purchase has been excellent.

Cons

The service is occasionally unavailable but the good thing is that it does not happen very often.

“Nice interface !

Pros

The interface looks great and works perfectly for managing our support tickets and keeping track of assets.

Cons

I feel like the reporting tools could be more detailed and the system sometimes runs a bit slow.

“A full-featured ticketing platform

Pros

It is a full-featured ticketing platform that can be applied to many different industries.

Cons

Many of its useful features are not part of the standard plan and cost extra.

“Powerful asset management and workflow tools

Pros

My favorite part is the powerful asset management and workflow tools. I love how it connects different configuration items to track our entire IT inventory. The automated processes for purchase requests and work orders are also incredibly smooth, they make sure tasks flow efficiently between team members without any hiccups.

Cons

My least favorite part is the user interface particularly in the workflows and admin section which feels overly complex. The self-service portal also has persistent problems like the password reset function not working correctly.

“highly customizable forms

Pros

One thing I like a lot is that the administrators can customize ticket forms to collect the specific information needed to solve different types of problems.

Cons

In my opinion the template designer is missing some basic elements like the option to add radio buttons.

“Easy adoption with cloud and chatbot features

Pros

Its integration into our cloud setup and the chatbot feature have made it very easy for our organization to adopt.

Cons

I do not have any real issues to mention though I would love to see a more modern and updated look for the platform.

“Excellent for ticket management

Pros

SysAid is excellent for ticket management. Submitting a ticket is also simple, the menu options are well-organized and the category selection works perfectly. Our staff uses the self-service portal for both communication and finding their own solutions and the knowledge base and chatbot have significantly reduced simpler issues, allowing IT to focus on more complex tickets.

Cons

There are small but annoying bugs like login page errors or the screen freezing when you switch tabs while creating a ticket. Sometimes the page also refreshes on its own and we lose our work.

“best ticketing and reporting

Pros

I am a fan of SysAid's ticket management. The reporting has gotten much better and with the new BI analytics, our team can now easily back up our discussions with data during service reviews.

Cons

The software management module definitely needs more development and refinement.

“A capable application ruined by poor support

Pros

The application itself is quite good and generally performs well for us.

Cons

The quality of the technical support is well below what I'd expect from a professional service.

“Very Good and Would Recommend

Pros

I can track tickets with various capabilities, easily create and edit reports showcasing different aspects, and experience great customer service.

Cons

I haven't found any issues with Sysaid yet. It would be helpful if project management and editing were more simple, and if there were more options for managing assets.