SysAid

Great ITSM platform with great capabilities

Comments: SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Pros:

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Cons:

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

COST EFFECTIVE ITSM TOOL

Comments: It has been a wonderful journey with SysAid

Pros:

I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.

Cons:

There is more room for improvement on the software product module

Alternatives Considered: ManageEngine ServiceDesk Plus and ServiceNow

Reasons for Choosing SysAid: cost of license was expensive and we needed some additional features like CMDB

Switched From: Remedyforce

Reasons for Switching to SysAid: cost was better than others when we compared

Does the basics

Comments: It works better than some other ticket systems I've used in the past, but it also works worse than others. I'd put in the middle of the road for Ticketing Systems.

Pros:

SysAid is easy to use and easy to integrate.

Cons:

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

Alternatives Considered: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: Better support level

My review of SysAid

Comments: My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly.

Pros:

It is user friendly and not to expensive to get a license.

Cons:

It happens that it has downtimes. But that is quickly handled but the team .

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 a highly recommended option

Comments: For me, of all the software I have used, it has been one of the best, it can be generated, managed in a fast and simple way.

Pros:

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Cons:

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Alternatives Considered: Aranda

Reasons for Choosing SysAid: Bad experience and very tedious to manage tickets.

Switched From: GLPi and Aranda

Reasons for Switching to SysAid: Its qualification as one of the best tools and its easy use

Great Addition to our Service Desk

Comments: Implementation went pretty well for us, we did not have a ton of customizations needed before go live so that made it easy as well. However we did use the customization features for the SSP after go live to revamp what we did create. As well as the work flows, this comes in handy so much for purchasing and access approvals.

Pros:

Knowledge Base Customization of workflows, categories, SSP, pretty much anything. Work Flows Patch Management Reporting feature Asset Management Integration of Azure, Teams Chat bot, Power BI

Cons:

The Remote Control feature is a bit wonky and needs updating. We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

Alternatives Considered: Halo Service Desk, ServiceNow and Zendesk Suite

Reasons for Choosing SysAid: We needed more functionality then what was offered in our previous software.

Switched From: ManageEngine Endpoint Central

Reasons for Switching to SysAid: SysAid gave us what we were looking for and at a fraction of the cost as the others.

SysAid - The Lion King Of Ticket Managment

Comments: Pretty Good with managing and working on tickets. However there can be some improvements in the UI level. Hope you guys work into that. Thanks!

Pros:

1. Communication with End Users with Email Integration 2. Ticket management (Ticket routing, Status Updates etc) 3. Ticket Administration (Reports, Surveys etc)

Cons:

1. UI is pretty Old 2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of. 3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

Alternatives Considered: Jira

Reasons for Switching to SysAid: JIRA is good for managing Sprints but SysAid is quite easy to use and manage the tickets.

SysAid was a move in the right direction

Comments: The overall experience has been great. After using two other ITSMs, SysAid has been the best. Implementation was a little rough but we crammed it all in within a month's time. I wouldn't recommend that. There is also a bit of a learning curve with workflows and other features, but once you get learn it, SysAid is a great ITSM. SysAid is very supportive and always willing to help.

Pros:

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Cons:

Reporting, but improvements are coming next year. Lack of RRM.

SysAid best ITIL based IT Support tool in the market

Comments: We have been using SysAid for almost 5 years now and we have been very happy with the system, support and have commited now to another 3 years to SysAid. We are moving to the cloud version in the next month so we are very excited about this. They are also not standing still on development so we will not get stuck with old outdate technologies.

Pros:

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Cons:

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Alternatives Considered: Vision Helpdesk

Reasons for Switching to SysAid: Financial and customization was the biggest issues with Helpdesk

We're loving SysAid

Comments: We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.

Pros:

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Cons:

Modifying the front end is a bit restricted.

Sysaid ITSM

Comments: Excellent from start to finish during implementation.

Pros:

It's very easy to setup and getting up and running was quick. The support from Sysaid and the tech enablement sessions were outstanding.

Cons:

Nothing stands out. We found everything so good.

Alternatives Considered: Freshservice and HaloPSA

Reasons for Choosing SysAid: We needed more features and better support.

Switched From: Spiceworks Cloud Help Desk

Reasons for Switching to SysAid: Better value for money for the features packaged.

Sysaid - A Second Review

Comments: Initially, I had reservations about sysaid's customer service support. However, I've come to appreciate the value in their meticulous approach to addressing issues and providing long-lasting solutions. This positive aspect of their service has improved my perception of SysAid. Nevertheless, I have noticed that resolving critical issues can be time-consuming, and this could be an area for potential improvement.

Pros:

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Cons:

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

SysAid a hidden gem

Comments: Excellent, Professional, Organised and extremely friendly

Pros:

We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid.

Cons:

This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was.

SysAid Review

Comments: It is user friendly.
Some support agents are very helpful indeed.
There is an issue in note boxes. When someone type a note in the note box an accidently clicks outside of the not box without saving the note, the whole note box disappear. So we have to type the note again. Hope this will be fixed soon.

Pros:

It is easy to handle. Automation saves a lot of time. Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them. There are support agents to ask help if we face any issue. Dashboards helps to get a clear and fast understanding about some data.

Cons:

In my personal opinion the prices are on the higher side. Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

Very Good and Would Recommend

Comments: Overall its good so far and customer service is very responsive

Pros:

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

Cons:

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

Great ticketing system

Pros:

Great helpdesk ticketing system for small businesses.

Cons:

Nothing. Only reason we left is for cost cutting purposes.

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).

Good system but improvements could be made

Pros:

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

Cons:

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

FPI Sysaid review

Pros:

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Cons:

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

Great tool for incident management in a small org!

Pros:

SysAid has helped me manage the incidents and log incidents efforlessly using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Cons:

They do not have free trial for a long time with timited features.

Bonitas Multi-Academy Trust

Pros:

The ease of managing helpdesk incidents and accountability that goes along with this

Cons:

Lack of flexibility on editing end user submission form

SysAid Review

Pros:

Extremely customizable platform with lots of integrations

Cons:

Deploying of the agent has been troublesome sometimes

client management software for all

Comments: it has helped us to handle and guide clients online

Pros:

sysaid is the best customer management application, I like the ability to issue clients references and follow up through the system to unsolved cases makes it fine for me. It's so easy to use and manage

Cons:

the application is not mobile device compatible this limits other user to use it

Great tech support

Pros:

So far our experience with SysAid has been very smooth. We've had some issues but the tech support team is very fast to find the problem and the solution.Very happy with them.

Cons:

I would love to be able to filter my tickets easier.Have more options in general over how I see my tickets.