SysAid Reviews

Pros

Right away, the interface felt simple for both our IT admin team and the end users. It includes all the functionality and features you'd expect from an ITSM tool which makes it very complete for day-to-day use.

Cons

The business intelligence reporting side is the only area that seems lacking at the moment. It may be something that's available in newer versions.

Pros

The platform is very easy to use and it does a solid job of tracking issues and service requests.

Cons

Retrieving change tickets can be a bit difficult at times.

Pros

One thing I really appreciate about it is how well it handles incidents and requests. The support team is friendly, available 24/7 and always ready to help. Whenever we run into an issue, they consistently work through it and get it resolved.

Cons

Honestly I have nothing negative to say about SysAid. We use it every single day and it has been one of the most worthwhile purchases we've made. People across the company love using it and it's involved in every department, including facilities, marketing and others.

Pros

Right from the start, the interface felt user-friendly. Getting around the system was simple and I needed very little training to log tickets and work through them properly. Saying it's good honestly feels like an understatement.

Cons

One thing that really needs work is how long SysAid support takes to respond to and resolve issues. The turnaround time is quite poor and that definitely should be improved.

Pros

The interface is really appealing and I appreciate how it brings together different ITSM functions like change management, the service desk and more in one system.

Cons

Report spooling is a little complicated and could be more simple.

Pros

One thing that's been really useful is the dashboard especially being able to get a quick snapshot of all open tickets at a glance. The asset management side is another big advantage since our previous system didn't offer anything like that.

Cons

At the moment, the interface feels a little cluttered although I expect that to get better as we keep configuring it. The link on our PCs also hasn't worked consistently but that seems to be improving too.

Pros

We can adjust it to fit our exact needs. It lets us require users to submit the specific details we need which has helped us automate responses more effectively and speed up resolution times.

Cons

It can feel a bit clunky at times but we've managed to work around that. In practice, it doesn't really impact the day-to-day experience for me or for our customers and users.

Pros

It's available as both a cloud and on-premise solution which gives us options depending on our setup. The interface is user-friendly and our education admins and end users have responded well to it. The self-service portal is also strong and useful in day-to-day support. Another plus is that you can shape the helpdesk package around your needs with modules like TeamViewer and Patch Management. It also supports email and LDAP integration and being ITIL compliant is a big benefit.

Cons

There honestly aren't many downsides. If anything, the upgrade process could be structured a bit better. On the on-premise side, getting an older SysAid server fully up to date can require running several separate patches which adds to downtime. Having a single rollup patch would make that much better. It would also be nice if education pro users had more freedom to customize the GUI with company branding although that has been improving with each upgrade.

Pros

Asset Management has been my favorite part of using SysAid.

Cons

One thing that could be better is the query builder when trying to display installed software and version details on assets.

Pros

It can be configured to match different needs and the reporting capabilities are really useful as well.

Cons

A downside is that it still doesn't offer a way to introduce agile features.

Pros

One thing that really works well is how it keeps cases organized, whether they come in through email, chat or phone.

Cons

The part I'm not a fan of is the format of the satisfaction surveys.

Pros

Administration, installation and configuration are all very simple which makes the platform convenient to manage.

Cons

The interface feels a bit dated compared with other solutions.

Pros

It connects our IT assets directly with the IT support ticketing system. Having those two tied together makes it much easier to track issues and manage support in one place.

Cons

We can't modify the attributes of IT assets that are created through an SNMP scan which is definitely frustrating.

Pros

Customer support is readily available and having live chat is definitely helpful when you need assistance.

Cons

The frustrating part is that if there's anything you don't like, want or need to adjust, you can't make the change without being charged billable hours. On top of that, the menus are confusing and even basic options are buried deep in the system. Every small update turns into 10 minutes of digging through menus just to find where it is.

Pros

Getting it up and running was simple and it was easy to customize and deploy across our end users.

Cons

One thing that still needs improvement is more granular permission controls for administrators.

Pros

One of the best things about it is how customizable it is. The end-user experience feels very friendly, it's simple to use and it really helps improve the overall management of the IT area.

Cons

The downside is the delay when it comes to updates or new features being available in other languages especially Spanish.

Pros

Performance has been excellent and the level of customization is quite unique. Having assets, tickets and patches all together in one console is a big advantage.

Cons

It's not really a major downside but that unique customization takes quite a bit of work if you want to make it precise.

Pros

Being able to manage both incidents and service requests in a way that fits our company really adds a lot of value. We can also turn on new modules whenever needed without disrupting the work already in progress which is a big advantage. Since it's a cloud-based solution, access from anywhere is also very convenient and works smoothly.

Cons

there's a need to pause a ticket's due date counter. For certain status changes, the due date should really be recalculated and a new deadline shown to the end user. That capability is not standard in SysAid so if you need it, you have to request it as a separate project.

Pros

Getting it deployed and onboarding both users and administrators was simple and it also offers a lot of customization options.

Cons

There still aren't any iOS or Android apps available to install.

Pros

it includes integration tools like JIRA which makes connecting systems and workflows much more convenient.

Cons

The product can change over time and when that happens it can be difficult to pick the conversation back up without losing context.