SysAid

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 Mobile apps for Android and Now iOS are broken or severely limited functionality and VERY outdated compared to other ITSM's apps.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