SysAid Reviews

“Great ITSM with Excellent Service

Pros

The self-service portal is crucial for our cloud product, and SysAid has enabled us to implement and update it quickly. Their customer service team responds promptly to help requests, and their SMART conference showcases user successes.

Cons

While some of our requests are not yet in the product, our Customer Success Manager has been proactive in adding them as feature requests and keeping us updated.

“Sys-Aid

Pros

Sys-Aid was easy to configure and allowed us to customize it precisely for our Help Desk Tickets, tracking fields, building reports, and implementing approval workflows, reducing manual tracking significantly.

Cons

Building New Hire and Separation workflows was a bit complicated at first. After upgrading to a newer version, the workflow automation guidance was much clearer and helped us streamline our processes.

“Great Addition to our Service Desk

Pros

Customizing workflows, categories, SSP, and other features like Patch Management, Reporting, Asset Management, and integrating Azure, Teams Chat bot, and Power BI are all possible with SysAid.

Cons

The Remote Control feature needs updating and can be a bit unreliable. We've also noticed that while merging tickets is straightforward, updating the categories for those tickets isn't automatic. It's not a major issue since we don't merge many tickets.

“Organiza el trabajo de soporte/requerimiento

Pros

It allows organizing support requests or requirements, prioritizing activities effectively.

Cons

I can't generate custom reports from the CMDB.

“Ticket management system

Pros

The functionalities within the system are meticulously organized and exceptionally easy to implement. The structured design ensures seamless integration into our workflows, facilitating efficient utilization without unnecessary complexity.

Cons

Navigating the system is generally simple and intuitive. However, it would greatly enhance user experience if there were a seamless method to navigate back to the queue without losing any work completed during transitions between tasks or pages.

“SysAid ticketing system

Pros

The setup and deployment are extremely straightforward. It's user-friendly, requiring minimal training.

Cons

I have no complaints, just hoping the patch management improves.

“Sysaid review

Pros

There are numerous pre-built features and excellent customer support.

Cons

The user experience is not ideal, especially on the admin and configuration sides.

“SysAid Review

Pros

What stands out is how customizable it is to suit our needs.

Cons

Sometimes, the menus and configuration options seem overly complicated.

“Best Tool for Ticket Management

Pros

It includes a built-in email feature for sending mail to requesters or support teams without needing separate mailing software.

Cons

Handling report spooling becomes quite challenging when dealing with extensive data volumes, often leading to chaotic management processes.

“Great helpdesk and inventory software

Pros

The helpdesk ticketing system and inventory management are top-notch.

Cons

Adding more administrators incurs costs but can benefit multiple departments.

“Sysaid - A good entry level ticketing system

Pros

SysAid has an intuitive interface that's easy to navigate, whether you're an end-user or an administrator. Finding actions is straightforward, and learning the basics requires little effort.

Cons

While its integration with Outlook is useful, it causes issues during refreshes when parameters aren't correctly selected.

“Sysaid efficiency Survey

Pros

SysAid offers a comprehensive suite of ITSM tools, from incident to asset management, enabling efficient IT operations management on one platform.

Cons

Effectively managing SysAid may require dedicated IT resources for setup, customization, and maintenance. Small organizations with limited IT staff may find it demanding.

“Fantastic SysAid

Pros

I appreciate the workflows and BI Analytics. Workflows have streamlined support team processes and our change approval process. BI Analytics enhances our service review meetings with insightful ticket data.

Cons

I'm frustrated that the Knowledge Base management can't provide a comprehensive usage report, only showing the most viewed articles based on total views.

“Does the basics

Pros

SysAid is both user-friendly and integrates seamlessly.

Cons

There are some missing features, like the ability to merge tickets. During widespread issues, handling 30 separate tickets becomes cumbersome.

“Sysaid - A Second Review

Pros

Over the years, SysAid has consistently provided stable ticketing systems. Even with over 15,000 tickets processed monthly, it maintains data integrity and performance.

Cons

Initially dissatisfied with SysAid's customer support, I've grown to appreciate their systematic approach to ticket resolutions, though resolving critical issues can still be time-consuming.

“SysAid best ITIL based IT Support tool in the market

Pros

The robust ticket management, reporting, and workflow functionalities convinced us to choose SysAid long-term. Integration with teams and customization options are transforming our business.

Cons

The old interface is becoming outdated as we transition to the cloud, eagerly awaiting the new UX/UI launching early next year.

“Just implemented it, thanks for great support in implementation

Pros

I'm really impressed by how functional and useful this software is. Discovering new features continually surprises me; it's a perfect 10.

Cons

Everything's good, no complaints, though it can be a bit intricate, which is great, lots of features!

“Sysaid ITSM

Pros

Deploying SysAid was easy, and the support and technical sessions provided were exemplary. The setup process was smooth, ensuring a smooth transition, and the support team's assistance and informative sessions truly stood out for their effectiveness and clarity.

Cons

Everything is excellent; nothing really stands out.

“Great ITSM platform with great capabilities

Pros

The platform's built-in features are excellent for managing support tickets, and its customization options fit any organization's needs perfectly.

Cons

The program offers extensive settings and options, but sometimes it's overwhelming to configure. Post-update issues can occur occasionally, especially with limited administrators and licenses.

“client management software for all

Pros

SysAid excels as a customer management application. I appreciate issuing client references and the system's ease of use and management.

Cons

The application lacks mobile device compatibility, restricting its accessibility.