SysAid Reviews

Pros

Using the platform has been a pleasure because it feels very simple for both end users and administrators. A big advantage is how much you can customize within the portal your users interact with which makes it especially useful for different needs.

Cons

Only real challenge I've run into has been with LDAP integration. Support has worked with us to help correct it and the one improvement I'd still want is a more reliable connection to our Azure server. That said their team has been very responsive and attentive whenever issues came up which gives me a lot of confidence going forward.

Pros

At the moment, I'm using it to keep track of my assets and it's been working well. The ability to automate software deployment across a domain or a range of IP addresses has been especially effective.

Cons

There hasn't been much to complain about up to this point. The only thing is that getting started took longer than I expected. Down the line, SysAid could improve the experience by scheduling a meeting right after the quotation stage.

Pros

The interface works really well and I appreciate how the different application modules and features connect together in one place.

Cons

it still can't integrate with Microsoft Power Automate.

Pros

The response time and level of attention have been excellent and the support analyst has always been kind and helpful. It's also a big plus that some analysts provide support in Spanish. On top of that, the implementation and administration are simple to handle.

Cons

The licensing is expensive and the agreements with third parties add extra complexity. Communication with Domotes is also complicated.

Pros

We're still in the middle of implementing the software but the team has been very helpful and quick to respond throughout the process. The platform is highly customizable and looks like it will let us handle everything we need it to do.

Cons

Since we're still in the implementation stage, our only challenge so far has been with the email integration. That said support has been working with us closely and helping us get those issues sorted out.

Pros

Getting cases escalated for assistance is really simple which makes it much easier to get help when it's needed.

Cons

There's currently an issue that keeps us from seeing tickets on the dashboard which can be frustrating.

Pros

The software is simple to use and the interface feels convenient. It also lets us export reports and create segments for whatever kind of report the organization needs.

Cons

There is a bit too much spacing in the layout and the colors come across as too dull.

Pros

Right from the start, the interface felt very simple to use. I've tried a few other products before but I ended up liking this one much more. I'd definitely recommend it to my friends.

Cons

The only limitation I noticed is that it doesn't let me open multiple tabs but it's not a big issue for me.

Pros

Everything is very simple to handle and the ability to customize the product adds a lot of value.

Cons

Honestly I can't think of anything negative to say about SysAid.

Pros

The end-user portal can be customized in a lot of useful ways and gives us plenty of options to expand support for our user community. The standout feature is the Google-style search which works extremely well. Compared with BMC Footprints, it feels much faster and more efficient to use.

Cons

rollout takes a lot of careful planning and active involvement from the service management team. It really needs a thoughtful setup process, along with about a three-month plan before installation, to get it right.

Pros

Working with it has gone well because we follow the SysAid process closely. Rather than looking at it only as a set of features, I'd suggest approaching it as a process first and then the features start to make much more sense and work better naturally. The reports and dashboards have also been very helpful.

Cons

As long as you stay aligned with the process, there really isn't much to be disappointed about.

Pros

Out of all the IT service desk tools I've worked with, this is the one that suits me best.

Cons

At this point, I haven't come across anything I dislike about it.

Pros

Using it has been very simple and the self-service password reset option is one of the features I appreciate most. Getting email notifications whenever there are updates to a submitted ticket and being able to keep track of the follow-up adds a lot of value to the product.

Cons

One thing I miss is the ability to edit the tickets after submitting them. Right now, I can only add notes and it would be much better to also update the title or description later if needed. Even so, I can still submit tickets and get assistance quickly whenever incidents or work requests come up.

Pros

This platform is very customizable. I was able to set up the routing and escalation rules so tickets automatically go to the right technician without extra manual work.

Cons

It's definitely a fairly complex system and there are plenty of tools and features to learn before I can really make the most of everything it offers.

Pros

The support from their team has been excellent. They really collaborate with you and help move things forward so you can meet your goals.

Cons

The pricing for implementing future requests could be better.

Pros

Getting all the information inside a ticket is very simple and the integration with other applications like TeamViewer works really well. Compared with other services, SysAid keeps everything organized in an user-friendly way which helps ensure the end user is satisfied.

Cons

Data extraction from the database can only be done by contacting the SysAid team. Sometimes this is necessary for statistical purposes and that information is only shared with the SysAid administrator for each instance.

Pros

One of the biggest advantages for us has been the ticket management. It includes plenty of features but the ticket automation has been especially valuable for our team and the knowledge base is another part of the platform we really appreciate.

Cons

Reporting is where we run into the most frustration because the view has limits and we can only export up to 1,000 records. The reporting option is available but the regular view is simpler to work with. BI analytics also feels less user-friendly than it should be.

Pros

Handling and escalating tickets with it is very simple. The self-service portal is user-friendly so even users who aren't very tech-savvy can move through it without much trouble.

Cons

The patch management functionality still needs improvement. Right now, there isn't really a way to push one specific update, such as a high-severity security patch, to every computer at once.

Pros

I really appreciate how consistently their customer service and engineers stay engaged until a reported issue is fully resolved. They do an excellent job following up making sure customers are satisfied and confirming that tickets are genuinely closed out.

Cons

The application times out and the screen goes black which can be frustrating. I also feel the interface could use more color and be a bit more user-friendly and the admin console navigation page would benefit from some minor adjustments.

Pros

The SLA tracking is excellent for process managers and the customer support has been helpful. It also connects well with third-party tools like BeyondTrust Remote Support and Office 365 which makes the platform even more useful.

Cons

Interface is not particularly modern or visually polished but aside from that, it's a really solid solution.