SysAid Reviews

“SysAid for Ticketing and WorkFlows”

Pros

The customer support is phenomenal, quick, friendly, and effective in resolving issues.

Cons

It's somewhat challenging for average users to navigate.

“Easy maintenance tracking all customer tickets while tracking employees at the same time!”

Pros

I love how easy it is to search for tickets by number or customer name and access all relevant details, including current status and assigned personnel. SysAid also helps us manage our hosting environment details seamlessly on one screen.

Cons

It would be better if all windows had consistent criteria for searching customer names.

“SysAid Review”

Pros

It's easy to customize, implement, and manage SysAid.

Cons

I wish there were more options for creating custom notifications.

“Robust but occasionally complex ITSM tool”

Pros

SysAid excels in incident and request management, offering efficiency, ease of use, and streamlined internal processes for IT and Facilities.

Cons

SysAid's mobile user experience, interface design, and support service could use improvement.

“Great tech support”

Pros

Our experience with SysAid has been smooth overall. Though we've encountered some issues, tech support promptly identifies and resolves them. We're very satisfied with their service.

Cons

I'd appreciate easier ticket filtering and more viewing options in general.

“Review of SysAid Ticketing System”

Pros

SysAid provides an efficient flow for incident reports from users to the IT team. Users can easily connect with us and receive excellent service.

Cons

The dashboard customization could be more refined.

“Powerful workflow synergy”

Pros

Using it has been very rewarding. The way it lets you configure and organize workflows creates real synergy between clients and administrators which helps deliver an excellent customer service experience.

Cons

Getting started with the initial setup and configuration can take a little time, mostly because of each company's internal processes. Once that stage is behind you though, it becomes clear that it's worth it to take advantage of everything this solution offers.

“Help desk team management done right”

Pros

Managing my help desk team has been much better with this software especially when it comes to organizing requests and incident reports in one place. It really helps us stay on top of everything and deliver better service to our users.

Cons

There is one minor software issue I opened a ticket for but we still have not been able to resolve it. I reached out to the vendor for support and even with their help, the problem continues to show up. I also think the main dashboard has room for improvement and would like to see it refreshed.

“Clean interface”

Pros

The interface is clean and the tool is simple to use so most users can start working with it without needing any special training.

Cons

It would be better if it offered stronger integrations especially with DevOps capabilities.

“Vast range of features”

Pros

From day one, it has offered a very user-friendly interface along with a full set of functions. It gives both end users and administrators a wide range of options and the support has been dependable while staying aligned with current technologies. It is also one of the most recognized software solutions worldwide which adds a strong sense of trust and reliability. The pricing is in line with the market and the features it includes match today's business needs making it a very necessary tool in the current environment.

Cons

The visual design could still use some improvement especially in the reports and dashboard areas. The overall build would benefit from being updated to match newer design standards and it would be helpful to add more functionality to both reports and dashboards. Integrations with applications work properly but they could be better if they were more accessible, simpler to use and supported by more practical user guides. Pricing could also be more accessible given how much the market has expanded or there could be more plan options based on different business needs.

“Cooperative support team”

Pros

It covers everything we need from a ticketing system and the support team has been cooperative whenever we need changes or additional features implemented. The platform is simple to work with and pretty much everything we need can be handled directly inside it.

Cons

The look and layout of the incident page itself can be improved. Since it can change around, it sometimes feels a bit tricky to work with. Filtering could also be better especially because the filter disappears when you go back.

“Love the self-service portal”

Pros

The new self-service portal has been a really welcome upgrade. The ticket template customization is excellent and being able to create as many categories as needed makes it much easier to adjust everything to our own workflow.

Cons

Biggest limitation right now is that only 3 administrators are allowed. Reporting also feels a bit limited especially when it comes to adjusting report designs and choosing field options. It would also be helpful to have support for multiple self-service portals.

“Ability to monitor performance”

Pros

Being able to track performance and assign SLAs to tickets has been really valuable. It's also flexible enough to be used across different departments which makes it useful for monitoring staff performance company-wide.

Cons

Honestly it has been meeting my company's needs very well so far and I haven't come across any downsides at this point.

“Convenient service management application”

Pros

SysAid has been a very user-friendly service management application. Setting it up and deploying it is pretty simple and the IT service desk team can move through the system without confusion when logging service requests and incidents.

Cons

Personally, I haven't come across anything to dislike yet since I still haven't run into any issues while using SysAid.

“Friendly staff”

Pros

One of the biggest strengths is its support team. They're pleasant to work with and very quick when it comes to answering questions.

Cons

The service catalog can feel a little complicated at times.

“Ticket tracking I rely on”

Pros

Keeping up with tickets and staying on top of admin tasks is something this platform handles really well and that's what I appreciate most about it.

Cons

I haven't run into any issues with it at all. It has covered everything I've needed.

“Customizable templates”

Pros

Our overall experience has been very positive. The team enjoys using it not just for logging incidents and requests but also for building and customizing templates which has been really useful.

Cons

There really isn't anything we dislike about it. The product performs well and does what we need it to do.

“Users adopted it instantly”

Pros

Getting this in place took a lot of effort and a pretty involved setup but once everything was configured, it was incredibly simple for our users. We were able to point everyone to the new URL and they could start using it right away without any training or extra guidance.

Cons

It does feel a bit limited in terms of functionality if you're thinking about expanding its use beyond IT into other departments.

“Useful reporting tools”

Pros

The asset management, incident handling and reporting tools have all been really useful and well put together.

Cons

At times, syncing is a bit slow so newly added assets can take a while to show up.

“Handles everything”

Pros

A big plus is how much the system handles on its own so there's far less manual work needed to get things connected and running.

Cons

My only complaint is the interface. It works but it feels outdated and could definitely use a more modern look.