SysAid Reviews

Efficient IT Management with Some Room for Improvement

Comments: Overall, SysAid has been a great ITSM solution for our organization, simplifying support processes and improving user satisfaction, though there are some areas for improvement.

Pros:

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons:

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives Considered: ServiceNow IT Service Management and Freshdesk

Reasons for Choosing SysAid: We switched from ServiceNow to SysAid primarily due to the cost. SysAid provided a more affordable solution with the essential features we needed, making it a better fit for our budget while still delivering robust IT support capabilities.

Switched From: ServiceNow IT Service Management

Reasons for Switching to SysAid: We chose SysAid because it offered the best balance of features, ease of use, and affordability. While ServiceNow was too complex and costly, and Freshdesk lacked some advanced ITSM features we needed, SysAid provided all the essential tools at a reasonable price, making it the ideal choice for our organization.

Effective Management with Room to Grow

Comments: My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.

Pros:

What I liked most about SysAid is its strong capabilities in asset management and workflows, particularly how it effectively tracks and manages IT assets by linking Configuration Items (CIs) together. Additionally, the automated workflows for purchase requisitions and work order transitions are highly efficient, allowing tasks to flow seamlessly between team members.

Cons:

What I liked least about SysAid is the user interface (UI), especially within the workflows and Admin Portal, which lacks simplicity and could benefit from a more intuitive design. Additionally, the Self-Service Portal has had recurring issues, particularly with the password reset function not working as intended.

Behind the times.

Comments: A haphazard ticket system that sometimes works better then nothing at all.

Pros:

I like that you can make quick keys for EU's to access Web-Portal. I like the customization of tickets, assets and EU portals (once you can figure them out). I love the Language Configuration Text file you can use to make it totally your own. LDAP integration is a total dream come true.

Cons:

Customer service is HORRID! To the point of complaints have to go to CEO of SysAid and had to have HER get on the phone with us. Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps. RDS never works correctly. Assets have never fully populated, even though all our systems have agents and services enabled correctly. SNMP devices are atrocious to get to populate and forget monitoring... You have to have a degree in Theoretical Physics near to find the OID's and a dedicated systems analyst to research them and keep them updated. Dashboard has disappeared and can't get it to return, let alone ever work. The entire interface is clunky and looks like it was written when XP was in it's prime. WMI Scans are pointless as you can't do anything with the results of those found devices. Small to Medium business would be better off with Spiceworks IMHO.

SysAid best helpdesk software hands down

Comments: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent

Pros:

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Cons:

I have nothing bad to say about their product, it does everything that I need

Alternatives Considered: Zendesk Suite

Reasons for Choosing SysAid: spiceworks was more expensive and did not have the functionality I was looking for

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: easier to use, cost and functionality of the product

SysAid for ITSM and Operations

Comments: SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.

Pros:

Reporting, Analytic and performance review

Cons:

The Complexity. Sometimes, it's difficult to find some features

Alternatives Considered: ServiceNow IT Service Management

Reasons for Switching to SysAid: Cost-effective and ability to customize it to our existing processes

SysAid is for everyone!

Comments: Overall, I have had a wonderful experience with SysAid and look forward to another 10 year of using the product.

Pros:

What I like most about SysAid is its ease of use, strong automation features, and the ability to streamline IT operations, making our team more efficient and productive.

Cons:

What I liked least about SysAid is the occasional complexity in customization. While generally user-friendly, certain advanced configurations can be challenging and require more time to set up.

User friendly Interface

Comments: SysAid is a good tool for IT service Management, allowing for users over sight on issues and requests logged

Pros:

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations. After sales support is superb!

Cons:

Sysaid is occasionally not available. But that rarely happens

Sysaid Review

Comments: My overall experience I will say it has been one of the best ITSM products out there.

Pros:

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Cons:

Their IU is out modes and needs a lot of features too as well

SysAid Review

Comments: Very happy customer having utilised SysAid for over 10 years

Pros:

Easy of use Ability to customise the language within the system Escalation rules

Cons:

As a user daily user of SysAid theres nothing that i dont like about the product

Using SysAid as an administrator

Comments: It was a great experience in using SysAid. I was able to learn basic administration in very short period of time.

Pros:

It allows administrators to customize ticket templates depending on the requirements for ticket resolution.

Cons:

Does not have some of the basic features in designing a template (radio button).

The Impact of SysAid

Comments: My overall experience on SysAid has been awesome, however, there are some challenges been faced during usage. If one is not technically sound, it will be difficult to manage as an Administrator without the consent of the professional support, but however, there is a user-guide to help.

Pros:

The features I like most about the software is the Advanced reporting, It helps to give detailed reports about your ticketing system as a whole,location-wise, computer assets, service been used mostly etc. It also gives room to have full control as desired.

Cons:

The Features that should be improved is unable to filter the customized field which is the most the critical feature that is important. For instance, when an additional feature is created manually separate from the original features, it is difficult to filter. for the implementation to take place, it will fee for a professional support as it is concluded as a project.

Alternatives Considered: SapphireIMS and Lansweeper

Reasons for Choosing SysAid: It was switched because there are some features required for the operation which is not available.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: We chose SysAid over Spiceworks, because it contains more features.

Not the bigest name but a full featured surprisingly good solution

Comments: I have nothing negative to say about them. Our account manager has been excellent. As far as I can remember, we have had no outages during the last 2 years. If you are looking for an ITSM solution, at least give them a try, you might be pleasantly surprised.

Pros:

Due to the help offered by Sysaid, it was easy to get the solution configured to our needs. If needed, we could have given them our requirements and they would have configured it for us. I like to learn a solution by doing the config myself, so just relied on them to point me in the right direction as and when needed. I didn't need a lot of help during the initial setup, but when I reached out to them, the service was always excellent. On the surface it looks quite simple but when you dig into the admin settings, it has a lot of powerful features that make it very customizable.

Cons:

Rendering email in the ticket was clumsy but has improved recently. It is perfectly useable but others do it better.

Alternatives Considered: ManageEngine ServiceDesk Plus MSP

Reasons for Switching to SysAid: We already use MESD in other areas of the company and we needed a SaaS solution. The MSP version wasn't available as SaaS. Having said that, we might still have chosen Sysaid even if it was.

SysAid is Great!

Comments: It's wonderful. It does everything we need it to and we have plenty of support in regards to the system.

Pros:

Easy to use and easy to train others to use it.

Cons:

Customization for the site could be a lot easier.

Alternatives Considered: Zendesk Suite

Reasons for Choosing SysAid: OTRS is open source and free to use but everything that is done within it needs to be scripted out and is very time consuming.

Switched From: OTRS

Reasons for Switching to SysAid: Zendesk had too many features rolled into one and a high asking price.

Robust and affordable IT management tool

Comments: We also use it for tracking changes, keeping an inventory of our assets, and generating reports. We are now better able to track and manage our assets, as well as identify the type and version of software running on each machine.

Pros:

The IT business processes in our company are monitored, measured, and supported by end-users thanks to Sysaid. We needed a solution that provided constant, seamless connectivity across all of our devices.

Cons:

It seems like they are halfway done implementing a whole new, cutting-edge UI design, judging by the current state of the user interface. The layout and aesthetic of the many pages varies. The product makes use of three or four distinct styles.

SysAid the ITSM that you need.

Comments: We are using it for Ticket management, Self Service Knowledge base, Asset Management, Patch Management and reporting.

Pros:

SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic.

Cons:

The integrated remote control piece works but we miss some features of a more robust product.

Alternatives Considered: ManageEngine ServiceDesk Plus, Freshdesk, SolarWinds Service Desk, Kaseya VSA, Track-It!, JIRA Service Management, ServiceNow and Confluence

Reasons for Switching to SysAid: SysAid was one application that we looked into that provided us the "Single Pain of Glass" with all the needed features in one easy to use cloud based application.

SysAid is a fantastic utility and simple to use program

Comments: In the IT department, we must keep track of internal initiatives as well as user concerns and complaints. That problem is resolved for us by the ticketing solution, which is actually extremely helpful. We had a problem with the performance, and their personnel promptly fixed it. We also had some problems with the conversations, and I appreciate that there are options to add extra timers. This is enabling us to focus completely on tickets and prioritise our workload so we are not inundated with requests via IM. It is also assisting us in setting up a procedure for our users to raise tickets.

Pros:

The user-friendly design and all of the features are accessible. has many choices for both administrator and end-user users, dedicated support, and is in line with the newest technology. The ease of use for both our end users and the IT administration staff. The system has all the features and capabilities required in an ITSM application. The new self-service site is excellent with Incredible customization when it comes to ticket templates. you to build as many categories as necessary to suit your needs.

Cons:

The dashboard, reporting, and design should all be enhanced. Further features may be added to reports and dashboards, and the build could be modified to conform to the new designs. The user interface gives off the impression that a fresh, contemporary style is being implemented. The patterns and styles of several pages vary. The product uses three or four distinct designs overall.

Great Help Desk management system

Comments: SysAid team is great! they are very responsive and always there to help.

Pros:

Ease of use. Workflow capabilities are great. Easy to setup new groups, categories, ect.

Cons:

Reporting functions are getting better but still in progress.

Alternatives Considered: InvGate Service Desk

Reasons for Choosing SysAid: Needed something global

Switched From: Microsoft SharePoint

Reasons for Switching to SysAid: People and easier configuration

A great IT service management tool

Comments: for years we needed to get KPI's based on the support workload for the IT team, now we can have them with sysaid

Pros:

easy to use tool for end users, and capabilities for reporting services

Cons:

very restricted directly access to database.

Alternatives Considered: Spiceworks Cloud Help Desk and System Center

Reasons for Choosing SysAid: cloud service

Switched From: GLPi

Reasons for Switching to SysAid: Cost of implementation

Sysaid - A good entry level ticketing system

Comments: Overall, sysaid does a good job in this ticketing system. It allows for accountability among users

Pros:

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Cons:

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

Easy to Use and Easy to Modify for your needs

Comments: HIGHLY recommend it. There is flashier looking packages on the market, that DO NOT perform as well and definitely not for the price. And I feel none hold a candle to the support and effort to be even better DAILY than SYSAID.

Pros:

I have been using SYSAID for 15+ years. I find it is very easy to understand and use. It is highly customizable without the need for complex interactions or training from SYSAID. THE SUPPORT from SYSAID is far beyond any other Vendor I have dealt with in 35+ years of IT work.

Cons:

Some features advertised fall a little short of what you may expect but always meet what they say..The Ever evolving product sometimes creates an expectation that just doesn't quite reach the level I am expecting

SysAid Helpdesk

Comments: Excellent! We have used it for many years. Our users like our seasonal theme on the home page. A really nice feature is the ability to keep track of instructions on procedures and how-to articles. We used to keep electronic documents for all that and still have some but having most of them in one place all categorized has made it much easier to find the one we need.

Pros:

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

Cons:

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

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

Comments: Overall, I've been very happy with SysAid. My company relies on the ticket system for our support team and I am able to log in and find any information I need quickly and easily with little or no effort.

Pros:

I like how you can search for tickets either by number or by customer name and find out all details relating to the customer and who is working on the ticket at all times. We also use SysAid to enter all details in our hosting environment, i.e. user name, email address, login info and server customer is using. We an easily track all details for our hosting environment on one screen.

Cons:

I do wish that all windows had the same criteria for searching customer names.

Great product, wish we had the full version

Comments: We have had great success with Sysaid and truly rely on it everyday. We have improved several internal business processes for IT and Facilities by leveraging Sysaid and have greatly improved internal communications. We are interested in possibly upgrading to the full version in hopes of creating more automated processes, improving change management and implementing more project management techniques because of the benefits we have derived from the existing implementation.

Pros:

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

Cons:

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Improving the monitoring of IT processes

Comments: We have been using SysAid for almost 10 years. We started with the free solution and migrated to the Cloud solution when it was available, which helped us since we did not have to allocate infrastructure on site. Sysaid has been improving its platform incorporating new functionalities and improving the current ones. SysAid has become the tool for daily use where we practically enter everything we do in IT, which allows us to later review the information or generate a source of knowledge.

Pros:

SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided.

Cons:

SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

Great value for robust Help Desk software

Comments: Prior software (SchoolDude) was not made for IT Help Desk and was not user-friendly for any users. SysAid was about the same price and is IT-specific tool. Easy implementation and on-boarding of new product was nice.

Pros:

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Cons:

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Alternatives Considered: Spiceworks Cloud Help Desk and Freshdesk

Reasons for Switching to SysAid: Primarily cost and ease of implementation.