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The product is very easy to use and it's efficient. It has saved us time and money many times and I am sure it will continue to do so in the future.
Lack of On-premises mobile application version.
Filter reviews (393)
Filter reviews (393)
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.
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.
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.
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.
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.
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.
Behind the times.
Comments: A haphazard ticket system that sometimes works better then nothing at all.
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.
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 Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps.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 Technologies Response
5 years ago
Thank you for your honest feedback. We understand that life is not always perfect, but we want to have open communication with our customers to keep improving. Sometimes, our CEO jumps on welcome calls with clients, and personally introduces herself. You happened to be on such a call. To answer your issues: Mobile apps - We¿ve been working on new apps for the past few months and are currently releasing them to the App Stores. The iPhone app is available and adopted to iOS 11, and a new Android app is currently being uploaded. Agents and asset management - We¿re working on a better user experience to deploy and manage agents and are constantly introducing updates. Product interface - We just released a new user experience for end users in our Self-Service Portal and are currently upgrading the admin user interface. Take a look at the new Self-Service Portal, to view the new UI we¿re releasing. Your account manager will contact you tomorrow to make sure your issues are addressed
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.
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.
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
I love the customizability in every small detail. You can craft everything to capture information exactly for your organization without missing anything.
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
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.
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).
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
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.
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.
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.
SysAid review, from an admin user and implementer of SysAid
Comments: Overall experience has been great, really like the customisation available and SysAid's willingness to work with us to make their product better. Since moving to SysAid, they have released many updates to their software at our request. The partnership is one of the main reasons we like SysAid so much.
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.
It is a very good tool
Comments: We take all the problems that arise in the systems through this tool. It helps us to keep a good control of the incidents with the users. It allows us to carry metrics that help improve the controls of our systems.
It has very good tools to carry out the control of incidents, problems and requests. Users use it easily. It has many reports that can be tailored to the needs of the company.
Sometimes it's a bit tricky to configure the options it has.
SysAid's automation of processes facilitates the interaction of both users and administrators, with features such as reports and analytics that help make decisions in near real-time.
The integration and parameterization to our internal processes was a bit delayed, but it left us with an important learning model.
User friendly and email integrated
Comments: Excellent, meet its expectation
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
Alternatives Considered: Freshservice, SolarWinds Service Desk and JIRA Service Management
Reasons for Switching to SysAid: Company Client SysAid integration Email alert notification Project Management
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
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
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
Comments: Compared to other ticketing software this is not a good product and I would not recommend it.
I like the idea of combining the ticketing system and remote access platform. If designed correctly, it could be extremely beneficial.
I do not like the over functionality of SysAid. The interface is extremely antiquated and is very hard to navigate. Also, dealing with tech support has not been pleasant. Our account manager is great, but outside of them, no one seems to care about the finished product.
The easy way to manage service in all areas of your Enterprise
Comments: Using SysAid our technicians give support to our customers in an easy way and using the mobile version they can document the actions executed when are out of the office
Easy Customization, quick deployment and go live, is very helpful to manage the service not only in IT, the rest of the areas too standarizing the way to give the service.
I think can be better the dashboard customization.
Alternatives Considered: InvGate Service Desk, Freshdesk, Track-It!, ServiceNow, Milvus and Zendesk Suite
Reasons for Switching to SysAid: Is the best relation of cost vs functionality and is easy to implement.
Customizable and easy to use
Comments: Excellent we use this to keep track of our system and componets
Customizable and easy to use, Good support and the product never seems to need any maintance
Some of the small things like window size on some parts of the app...small things mostly
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.
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.
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.
good ITSM System
the ability to be able to build and setup the system without hire new employees
the workflow and the asset managements not intuitive
Alternatives Considered: ServiceNow
Switched From: BMC Helix ITSM and ServiceNow
Reasons for Switching to SysAid: price and local integrator
Comments: Overall, the system works. It can just be extremely high maintenance to use.
I like most how easy it is to work on a ticket and then re-assign it to someone else. When someone gets a ticket, it's easy to see the history of what has happened the sysaid breaks down all the information of each ticket so that it's easy to follow.
The feature I like least is the e-mail notification. Whenever any new activity happens on a ticket, you get an email notification and this sounds like a good idea on the surface. But the problem comes when get tons of unneeded email. For example, I will close out a ticket (and get a message that the ticket is closed). Then, if the user responds to say thank you, it opens the ticket again (and sends another message to me). If I get the thank you not the next day and close out again, but that user is now out of the office and has an auto-reply turned on, the auto-reply triggers the ticket to re-open again - and send me another message that this has happened. I have literally struggled for days on end to close of ticket because of stuff like this.
Why we choose SysAid's Help Desk Software
Comments: Great support, they solve very quickly any doubt.
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.
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
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.
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.
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.
SysAid is a Great ITSM that provides a robust, feature rich experience
SysAid has been instrumental in unifying the ticket and request workflows. Their professional support has always been receptive and their ability to present solution for complex business processes has always been impressive. We consider them a strong ally in assuring that our IT departments can provide the best service to our teammates.
SysAid is a resolutely stable system. It does everything its advertised as doing in a feature rich and robust manner. If I had to pick a critique its more along the lines of evolutionary. SysAid's features and visuals are currently being updated. This process is conducted in a manner as to not cause issues with various parts of the system. The consequence of this are various applications of a component in different manners in different "subsystems". This is smart on the company's part as it does not disturb any functionality of the overall system. For back-end administrator's, this transition can take adjustment as you jump from configuring various features. These changes are seamless in application for end users and administrators.
Awesome Ticketing System
Comments: The reach sysaid has with our business is wide. It controls everything from password changes to change management.
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.
I wish the sysaid asset management was a little more robust.
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.
SysAid, the application-oriented application of ITIL easy to implement.
Comments: Two years ago we had the need to show KPIs of our SLA's at the service level and the use of the BI section was very useful. Likewise, we needed to create and organize our service catalog and this year with that added administration and catalog creation we solved the problem that the user misplaced the categories.
At present, we have implemented the processes of incidents, requests, change control, knowledge base and other options that SysAid has, the implementation and configuration of these modules is completely friendly and they are adaptable to the needs that the company demands of us.
We continue with the problem of not being able to handle problems and projects in a friendly way, likewise our incident management department, requires us how to handle major incidents in the application, the latter as a requirement of functionality for the year 2021
Full Featured - Ease of Use Support Desk and Change Management Solution
Comments: I've been using SysAid for over 15 years both in my current company and in my previous company. I could not be more pleased with this product and the way they handle their version upgrades always making the product better and listening to their customers in making their product better. I also used their professionals to provide enhanced training to my staff and it is helping to make our helpdesk better than ever for our staff and end users.
The Self-Service dashboard that was recently introduced. The Business Analytics that was added that I have begun to use and find it extremely useful. The staff and people that I have had the pleasure to work with over the past 15 years.
Cant say there is much I do not like. To be able to have more configuration options in the reporting and Business Analytics would be nice.