SysAid Reviews

I loved this software, once you got beyond the intial setup, it made ticket creations, assignment, and conclusion very easy. Clients loved being able to create tickets for issues rather than having to pick up a phone, text, or send an e-mail in hopes someone responds. Now they can quickly check the status of a ticket, add notes/screenshots, see response times, and know when work has been completed. Customer support was very helpful, even on the free version to any questions I had.

Setup. Oh boy setup. This software requires a few hours of initial setup time, web server configuration, and an idea of how you want your workflow to happen. You'll need to provide clients with a small tutorial on how to use it, but once you get over that hurdle it's easy going.

Ease of use and setup with Asset management/Projects modules which are easy to use

The reporting tool exports to Excel 2003 format. needs updating to Excel 2016 or higher

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

We have made vast strides in modernizing our user interface - we recently released a new interface for the end users - our Self-Service Portal, and next up is the admin interface. Our Agent technologies polls the server / RDS every 30 seconds for messages in order to allow online features such as broadcast messages to end users, initiate a remote control session, initiate a chat with end users and more... the packet sent/received is extremely small and does not cause any significant network traffic. The one time FULL computer inventory sent after initial deployment is a bit larger ~ 300K - that is what you may have seen in your FW traffic. Your account manager will be happy to review this with you.

The self service portal has been greatly received within the business, however, this is likely due to SysAid offering great options and configurations, as well as automation when it comes to the Self Service Portal. I have worked with a few similar tools, and SysAid offers the best in this area in my opinion. The support from the SysAid team has also been excellent, we are still improving and adding new features and the team have been supporting us at every step.

The software is not the most advanced when it comes to integrations with Azure/O365. However, support have been quick to release fixes or deploy new features.

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

Customization for the site could be a lot easier.

No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it . Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience. Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement. BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Poor options to project management and low performance. The look'n'feel is bad, and confusing. I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

The constant improvements and how they take in suggestion from the users.

Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we...

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Fast, reliable customer support User friendly, keep tracks of time time spent on the project and notifying other users Email interacted keeps tracks of new updates

There lot of template on the admin site that you need to configure according to your company goals, you will need more knowledge on the admin site to configure according to your company specification

tracking of tickets and issues are simple. centralized hub. I can send messages and update my tickets from one location I like the live chat feature as well the auto notifications make my life easier as well

I cant think of an element i do not like.

Clean, fast, flat, elegible, support works fine and fast

Some limitations on customize somes reports

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

I have not come across any cons until now.

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.

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.

The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.

customising some areas can be a little complex, I'm sure will get easier with more use.

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

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

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

Sysaid not only helps you streamline your day to day helpdesk activity but also a number of other key IT-related tasks. Using the workflows you can automate new starts leaver where you require notification to multiple departments. With Sysaids self-service unlock you don't need another app to allow user unlock their accounts and this saves on the footprint on your device with only one agent. and with escalation rules and routing you can automate communication to users. And lastly its asset management allows me to proactively monitor my servers and devices plus it keeps my asset inventory up to date

The project module needs some love and attention i don't find it works well for me compared to simple tools like trello. But in saying that it's a minor issue.

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

I like the fact that you can track history on the tickets logged by users. As a customer experience analyst am able to put myself in the place of the customer and be able to push for faster resolution from the resolver.

The tool cannot give me a trend analysis of same issues logged by the many users.

The product is easy to use and can create workflows to accommodate the type of changes in ITIL.

The product does not have the capability to notify Configuration Item owners of approved changes

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

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

It´s the most tool easy to deplo and use for final users. Completed with other moduls tolls like CMDB inventory, etc.

For me is the rigth toll we have to use It´s complete and easy to use.