SysAid Reviews

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

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.

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.

Pros

Reporting, Analytic and performance review

Cons

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

Pros

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Cons

Setting up, but that is a problem you have with all new tools.

Alternatives Considered

Trello and TOPdesk

Reasons for Switching to SysAid

Pricing and functionality, other reviews and talking to representatives from the different companies.

Pros

Application itself is not bad,it works well from time to time

Cons

Technical support is below any professional standard

Pros

I most appreciate SysAid’s automated ticket routing and prioritization, which streamline our support processes and ensure efficient handling of requests. The comprehensive self-service portal also stands out for empowering users to solve common issues independently.

Cons

I liked least SysAid’s limited customization options, which restrict how we can tailor the platform to fit specific organizational needs. Additionally, the complexity involved in integrating SysAid with other systems often requires significant effort and additional support.

Alternatives Considered

ServiceNow Customer Service Management

Reasons for Switching to SysAid

We chose SysAid for its strong automation features and user-friendly interface, which promised to streamline our ticket management and improve efficiency. Additionally, its comprehensive self-service portal and asset management capabilities aligned well with our operational needs.

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.

Pros

Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged.
The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete.
Sysaid can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task

Cons

The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious.
The ability to have multiple reports of your choosing on 1 single cluster report is not available

Pros

It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams.

Cons

There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features.

Pros

The ticketing system is excellent for tracking and resolving IT issues quickly.

Cons

The mobile app could use some improvement for better usability on the go.

Pros

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Cons

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.

Pros

Customizations and readily available support

Cons

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

Pros

Routing features, workflows, AI chatbot, ticket management

Cons

The built in reports are a little challenging.

Pros

the practicality of handling tickets where analysts have several tools available in the form to use, in conversation with the user they can send notes on the ticket or send an email to the user, messages that reach the user instantly , and in the analyst's activities part he can detail the steps he took on that ticket, everything is very detailed and the history is saved.

Cons

We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

Pros

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Cons

SysAid is reliable and flawless to use.
No challenges when using SysAid.

Pros

The self-service portal is very important for our cloud product and using SysAid, we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time.

Cons

While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate.

Pros

Very easy setup and deployment. Easy to use, very little training required to use.

Cons

Nothing I don't like, just need the patch management to work better.

Pros

Dashboard showing progress of open tickets
Ticket tracking

Cons

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

Pros

very good helpdesk ticketing system and inventory as well

Cons

cost money for more administrators but can be implemented for more departments

Alternatives Considered

Zendesk Sell

Reasons for Switching to SysAid

Local Support

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.

Pros

It is very user-friendly and easy to use.

Cons

It can get confusing sometimes with picking out the right option.

Pros

User-friendly interface, great for ticket management and tracking assets.

Cons

Reporting features could be more comprehensive, occasional lag times during use.

Pros

Functions are well organized and easy to implement.

Cons

Easy to navigate but there should be a way to go back into queue without loosing in transition.

Pros

Easy to use and intuitive interface. Excellent ticket management. Saves time and keeps things organized.

Cons

Reporting features could be more robust. Mobile app could use some improvement in terms of functionality and speed.

Pros

The ease to customize, implement and manage it.

Cons

The capacity to create new custom notifications.

Pros

SysAid provide us at efficient flow to incidents reports by the users and IT team. Our users can connect witch us ease and received a great service.

Cons

The dashboard customize can have more improve.