SysAid Reviews

Pros

Being able to filter all the tickets is really useful and makes it much easier to stay organized and find exactly what I need.

Cons

Building the workflows can get pretty complex so that part takes more time and effort than expected.

Pros

One of the best parts has been how quickly the service team handles incidents and responds to requests. The agility and turnaround time have been consistently excellent.

Cons

One limitation is that the Basic license requires at least 6 agents.

Pros

Using it has been very simple and it has helped us build and track our service catalog so we can stay aligned with our SLA requirements.

Cons

When setting days where the timer should not run, it does not support half-day configurations.

Pros

Sending in tickets by email makes the whole process really simple and convenient.

Cons

notes can get lost when trying to make changes.

Pros

Creating tickets is simple for end users and on the admin side it's just as convenient to view, manage and work through each ticket. The workflow feature is especially useful when building templates and tracking tickets is very easy.

Cons

Admins don't get many customization options when creating templates.

Pros

The latest updates have made change management and workflow customization really strong, with plenty of options to tailor things the way we need.

Cons

There really isn't much to complain about when it comes to the available features and customization options.

Pros

One thing that really works well is how flexibly the system captures data. The platform feels very versatile overall and it has noticeably improved the visibility and presentation of the reports we need to use. On top of that, the customer support experience has been very good.

Cons

At the moment, things are going well overall. That said a few modules are not very clear so it can be necessary to reach out for assistance. Customization is also a little tricky and sometimes the page needs to be reviewed several times before everything is finalized.

Pros

Getting SysAid up and running was simple and it offers a lot of customization options. There are also several ways to notify users and it integrates well with other tools for analytics and scalability.

Cons

not all information is directly accessible from the database, including the service request log table. There is a lot of data there that could be used to build much more valuable analysis and this year the cloud instance has been performing quite poorly.

Pros

Keeping tabs on activities is simple and exporting the data is just as easy.

Cons

The note fields feel too small and there's too much space between the fields.

Pros

Creating tickets is simple for users and the system gives us room to build out or add the things we need. Running reports is simple and customization is fairly manageable too when we want to expand features although learning how everything works does take some time.

Cons

Support can be frustrating at times because whenever I reach out to the help desk, there tends to be a lot of back-and-forth that ends up wasting time instead of resolving the issue quickly. There also isn't enough guidance around workflows. The available videos aren't very helpful and don't walk through the process step by step especially since after setting up a workflow you still need to configure notifications and other pieces. More training would really help, whether that's white papers people can refer to or much more detailed training videos that move at a slower pace and keep the instructions simple.

Pros

Flexible to customize, simple to use and it requires very little maintenance.

Cons

There are a few minor annoyances, like window resizing in certain parts of the app and not being able to go back on some screens. Editing can also be inconsistent depending on which browser is being used.

Pros

One of the best parts of SysAid is that it comes with an integrated remote access solution which adds a lot of value.

Cons

It would be better if there were an official Portuguese translation. The current version is available but it still has a few small issues.

Pros

At the company where I work, we use it to manage PC support tickets and it has made me more efficient when helping end users and maintaining our knowledge base. We've also been able to customize the fields and options users see when they submit a ticket which makes requests clearer and helps narrow down the actual issue so IT can respond more effectively. The asset tracking is a nice addition too although adding that feature can get expensive.

Cons

The SysAid Agent service will randomly stop and then has to be restarted manually. Even after setting the recovery options to restart the service automatically, it still doesn't work as expected.

Pros

Performance and time management are the biggest strengths here. It helps my company's whole process run better and keeps the workflow moving efficiently.

Cons

The interface could be better and making changes feels more complicated than it should. It's also not very user-friendly when it comes to getting things set up and working properly.

Pros

Being able to access systems easily and handle troubleshooting remotely has been really useful. It also helps a lot with communication between technicians and clients or employees and overall it makes much better use of time.

Cons

One thing that could still be better is the way technicians communicate since that part could use a bit of improvement.

Pros

Keeping tabs on tickets and service history is very simple and asset tracking is also handled really well. The customization options are useful and the alert and email notification features help me stay updated without extra effort.

Cons

Overall it works very well. The only downside is that it's cloud-based so performance can slow down when the internet connection isn't stable. It would also be better if the limit for viewing past records was increased since it's currently capped at 1000.

Pros

The asset agent is probably the strongest feature. Handling tickets is simple, from receiving them to closing them out. On the user side, it also makes submitting tickets simple and convenient.

Cons

Creating custom fields and personalizing the system feels fairly difficult. I also was not comfortable with the process of downloading and uploading an entire file. There

Pros

One thing that works really well is the ticket categorization and the way each ticket can be assigned to the right administrator based on its topic. That setup helps keep requests organized and makes it much easier to direct issues to the correct person.

Cons

Synchronization of RDS objects with Active Directory gives me trouble. It tends to fail from time to time and since that sync is very important, it can become a frustrating issue.

Pros

It supports everything from category-based alerts and automatic assignments or escalations to more advanced workflows and inventory management so there is a lot you can tailor to your needs. The setup takes some time to learn but once it's in place, it does a good job of helping you connect with users through built-in third-party integrations like TeamViewer, Teams and others, along with core integrations for email, text and Azure.

Cons

The tradeoff for all that flexibility is that the learning curve can feel pretty steep and managing all the templates, subtypes and workflows in the console takes a fair amount of time. It does get more manageable once you understand how everything fits together but a drag-and-drop interface would make the whole process much simpler and less time-consuming.

Pros

It gives our team a single place to keep track of workloads, spot maintenance trends as they come up and quickly get to inventory resources within the system.

Cons

Nested scroll bar can be a bit awkward and hard to use.