SysAid Reviews

We can track resolved incidents and help customers solve them quickly

Comments: The central hub for reporting problems and requesting help with information technology. With this application, corporate leaders may see how their IT department is performing as a whole. It also helps customers effectively report issues and request services.

Pros:

Sysaid's incident and request management is excellent; the service is responsive and helpful around the clock, and any issues we encounter are quickly resolved. The ease of use for both our IT staff and our end customers. It offers every feature and capability expected of an IT service management system.

Cons:

Reports and the dashboard's interface might use some work, as could the overall presentation. The implementation may be fine-tuned to match the new designs, and new features might be added to the reports and dashboards.

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.

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 Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps.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 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

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

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 - Simple Solution, Big Outcome

Comments: The Team are friendly and understood our needs (Once we had defined these). Overall the process has been quite simple, it's simply getting your head around using new software/solutions.

Pros:

I love the fact that SysAid is not a boring 'Out of the Box' 'This is what you get' experience. SysAid is tailored to your needs during the implementation process, from colour schemes, to custom data fields, to process automation.

Cons:

I dislike the fact that I had to learn 'very basic' HTML to implement notifications. This wasn't a great hinderance, but definitely something I disliked.

Alternatives Considered: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Choosing SysAid: No longer fulfilled our growing list of requirements.

Switched From: ServiceNow Customer Service Management and ManageEngine ServiceDesk Plus

Reasons for Switching to SysAid: Cost and Versatility

SysAid - Simple ITIL ticket management

Comments: SysAid has helped us implement ITIL within our organisation, track tickets and service records with SLA's and provide clear communication with our end users

Pros:

I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.

Cons:

I didn't like how the RDS agent on the laptops is a little bit of a hassle to install and uninstall. The RDS it self it a little bit flakey but definitely not a deal breaker. I wish the UI was more modern.

Alternatives Considered: Zendesk Suite

Reasons for Switching to SysAid: Pricing and deployment was much easier on SysAid, the pricing was almost 1/3rd of all the competitors for the same and more featureset

Sysaid, the Tool to Bridge Customer and Support Gap

Comments: Overall, the product is great, aside minor issues, these issues when raised with support, they immediately assist and resolve immediately.

Pros:

This is a really easy to use product, easily navigatable and pleasing to the eye interface

Cons:

As an administrator, we experience lags that throw our tickets out of order, although set parameters have not been touched or changed

Alternatives Considered: FootPrints and ServiceNow

Reasons for Choosing SysAid: The remedy product no longer served our purpose as a growing business

Reasons for Switching to SysAid: The ease of use, and also the price as well as its ability to meet majority of the company's needs

Great tool, simple to use, ITIL aligment and powerful customization capabilities

Comments: Being easy to use, configure and completely aligned with ITIL framework we implemented it successfully with a fast user adoption; now I have full knowledge on what is going on in my department.

Pros:

It have several options to create a ticket (from e-mail to a key on the keyboard - F11) and is powerful enough to support detailed customization (look and feel, personalized templates, e-mail with expected resolution dates, tickets categories, timers, notifications, etc).

Cons:

Project tracking is rudimentary (Understood that it's not part of the scope)

Alternatives Considered: Zendesk Suite

Reasons for Switching to SysAid: I used it on the past and remembered that have the easiest way to submit a ticket by pressing a single key on the keyboard... and becasue is fully aligned with ITIL

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

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 the best ITSM tool for all

Comments: All in all, Sysaid is an easy to use tool and has a lot of other feathers that can be utilized by any size of the orgainzation

Pros:

Sysaid is easy to implement and use. i like the Change and release component which is on point. the ticket aging is also one feather is easy to pick

Cons:

The report creation is quiet difficulty. needs i lot of training and time to understand

Alternatives Considered: MSM

Reasons for Switching to SysAid: It proved to fit our requirements and it is scalable

Capterra Review

Comments: Reports pre buit that help us to generate the different metrics.Easy use for new employees.

Pros:

It's easier to use and customize with a good look and feel.

Cons:

Only the support in Spanish althoug is not impediment for my case.

Alternatives Considered: InvGate Service Desk and EV Service Manager

Reasons for Choosing SysAid: Because HubSpot didn't meet our needs.

Switched From: HubSpot CRM

Reasons for Switching to SysAid: Solution complete.

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

I love SysAid!!!!!!!!!1

Comments: I have now used SysAid at 4 companies. Every company I go to I change out their system to SysAid.

Pros:

It has so many features included with the product. It's very easy and intuitive to use. It has all the tech ops tools I need under one roof. We're changing the way our entire business functions with an IT tool.

Cons:

Setting up incident management is easy. Finding the capacity to setup all the features and functionality has been a challenge. This isn't a con but more of a frustration for me. It's easy to see everything it can do and use cases. The challenge is putting all the thoughts into logic to make it happen.

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

Exceptional Customer Support & Powerful Service Desk

Comments: First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid. ****LIKES MOST****
-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking. -Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product. -Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition). -Reporting: MUCH improved reporting. -Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date. ****LIKES LEAST****
- Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier. - Lack of high-level, customizable dashboards which are common with other service desks. - Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

Why we choose SysAid's Help Desk Software

Comments: Great support, they solve very quickly any doubt.

Pros:

A very powerfull ticket management tool, is very easy to install it and start using it, you can modify/personalize the flow that the ticket will follow and create different roles for the team members, log the time of the activities and have an insight panel in where you can see a summary of the tickets pending for assignation, closed or being categorized depending of your needs.

Cons:

So far I have no complaints, the software does their job

Alternatives Considered: ServiceNow Customer Service Management and Jira

Reasons for Switching to SysAid: That is the software that the users chose

Not bad, but less than expected

Pros:

If you come from XLS or a homemade ITSM took, this software does the job. It integrates with AD and the user portal is simple enough.

Cons:

Overall the management of the tool is not very friendly. The design and configuration of the workflows is conversom. The management reporting is old looking and can't be configured as you like. For instance, you are limited to six indicators for the management panel and you only can pick the indicators available in the shapes presented. It has simple things that are very anoying, such as the filters in the lists that stay with you from session to session and can´t be removed with one click. Migrating incidents to problems is not easy. Managing Massive incidents is less than intuitive, navigation between tkts is not great, but perhaps the worst is that admins and users can not be grouped together.

Sysaid is a good Service Desk ticketing System. Although it misses a good user interface.

Pros:

Good ticketting system with Incidents, Request, change and problem Classification Workflow templates.

Cons:

Complex. Poor end user portal for KB and Service Request follow up. Poor search functionality. Old UI with old text editors. Does not evolve with contemporary new media needs. Not implementable as a cross business Service Record tool. Only usable by ICT departement. Too complex to implement over different departments like Facilities, HR, QESH, Fleet.

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.

Awesome Ticketing System

Comments: The reach sysaid has with our business is wide. It controls everything from password changes to change management.

Pros:

I like just how easy this product is to use and the ease for the end users to put in tickets. Also love that you can give certain user access to different categories depending on the admin group they are in.

Cons:

I wish the sysaid asset management was a little more robust.

Takes a bit to get used to, but really powerful after that

Comments: We needed something to track our issues and requests and since I've used SysAid for 3 years before and only had good experience with it we decided to go with it.

Pros:

- Helpdesk / Servicemanagement: The helpdesk is great and really easy to use (for admins and end users). - Asset management: The assetmanagement is really detailed. The deployment can be a bit annoying in the beginning but once you've learned how to do it, it just works I really like the login history for PCs with the SysAid agent. - Customizeable: Almost every page in SysAid is customizeable. If you don't like a field in a ticket or asset, just remove it. - Self service portal: The new Self service portal HTML5 UI for end users is beautiful and scales well.

Cons:

- Admin UI: While the admin UI is really customizeable, it's also really old and just doesn't feel right (to me) anymore. SysAid just revealed their new HTML5 UI for admins (early 2019) but since we're still on the legacy UI I've decided to put it in here. - Knowledgbase: The knowledgebase popup window looks really old aswell, especially if you open it from the new SSP UI. It's also just a bit weird to use, especially the HTML editor is a real annoyance for me.

Solid Helopdesk Soultion

Comments: I have always had a good experience with SysAid. We used the on-premise product for 9 years, and recently migrated to the cloud. The process was seamless. Support was awesome.

Pros:

SysAid is simple to setup and manage. Support is friendly and knowledgeable. Reporting is easy.

Cons:

FAQ section could be improved upon, feels outdated.

Alternatives Considered: Zendesk Suite

Reasons for Switching to SysAid: Useability.

Sysaid es Excelente

Comments: all the in
The problems that are being solved with sysaid and its platform is to keep track of incidents and thus we can realize that we are failing and better our support servicecidences of my company

Pros:

Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil

Cons:

what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web, since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us