SysAid

SysAid review

Comments: We are using SysAid on daily basis as its our main ticketing system.
Its also our main asset manager as we are using Asset list as our storage manager in our organization. Recently we started using SysAid chatbot. At most times SysAid is working fine. I really appreciate notification tab as it can be very useful in case of any big implementation or outages. Overall 9/10

Pros:

SysAid is perfect when it comes to ticket management. Creating ticket is simple, list of options is pretty well managed, category pick up is also very solid. End users are using Self service portal as both communication tool and also self support tool. Users are also using options as knowledge base/ support chatbot. Overall it reduced many simpler problems which users experienced. Simple things can be resolved by end users so IT can focus more on other tickets.

Cons:

SysAid have small bugs like login page error or scenario when you are creating ticket and you click on other tab it can freeze and you wont be able to pick category as it will go blank. Or in some scenarios the SysAid page randomly refresh and your ticket is gone.

Vishal's Review on SysAid

Comments: Overall, SysAid has significantly enhanced our ticket management efficiency and user self-service capabilities, leading to faster resolution times and streamlined operations. However, its limitations in customization and integration can sometimes pose challenges.

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.

SysAid Review

Comments: It is a great application with great potential

Pros:

Ticketing system is easy to use and and very useful in terms of organization and disbursement of tickets

Cons:

The GUI looks a bit cluttered when there is alot of tickets

Do not use Sysaid unless been forced

Comments: I have purchased Sysaid back in 2019, but I do regret it.

Pros:

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

Cons:

Technical support is below any professional standard

Great helpdesk/ITSM package.

Comments: Great help getting started and als with the support team after implenentation, they truly helped me in getting started. They truly listen to their customers for when they bring up new things like intune support for asset management.

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.

SysAid for ITSM and Operations

Comments: SysAid are great tool and it's not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.

Pros:

Reporting, Analytic and performance review

Cons:

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

Effective Management with Room to Grow

Comments: My overall experience with SysAid has been positive in terms of its core functionalities, such as asset management, work order tracking, and automated workflows for purchase requisitions. These features have significantly improved our efficiency, especially in our small IT department. However, the user interface could be more user-friendly, and we've encountered some challenges with the Self-Service Portal, particularly with the password reset function. While the out-of-the-box experience was decent, we feel there is potential for further enhancements to fully meet our needs. Overall, SysAid has been a valuable tool, but we're looking forward to improvements, particularly in the interface and customization options.

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.

COST EFFECTIVE ITSM TOOL

Comments: It has been a wonderful journey with SysAid

Pros:

I like SysAid for it ticket management module. they have really improved with the reports. with the introduction of the bi analytics, our team can now easily speak to numbers during service review meetings.

Cons:

There is more room for improvement on the software product module

SysAid best helpdesk software hands down

Comments: my experience has been nothing but positive. the software works like it should and if I run into trouble the support is excelent

Pros:

ease of use, patch management, remote support and asset tracking. SysAid's support is second to none

Cons:

I have nothing bad to say about their product, it does everything that I need

ITSM Best tool

Comments: Happy with the product and good ITSM method.

Pros:

Customer care and support , quick response.

Cons:

End user interface , New enhancement take ages to implement.

We're loving SysAid

Comments: We're loving SysAid. From the first contact we had, all the way to implementation, we had a great experience.

Pros:

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Cons:

Modifying the front end is a bit restricted.

SysAid Review

Comments: Very happy customer having utilised SysAid for over 10 years

Pros:

Easy of use Ability to customise the language within the system Escalation rules

Cons:

As a user daily user of SysAid theres nothing that i dont like about the product

SysAid is for everyone!

Comments: Overall, I have had a wonderful experience with SysAid and look forward to another 10 year of using the product.

Pros:

What I like most about SysAid is its ease of use, strong automation features, and the ability to streamline IT operations, making our team more efficient and productive.

Cons:

What I liked least about SysAid is the occasional complexity in customization. While generally user-friendly, certain advanced configurations can be challenging and require more time to set up.

Excelent ITIL Software

Comments: This is a very easy to use software, with exceptional capabilities due to be a out-of-box product already with some examples

Pros:

Simple dashboards and easy to implement workflows with some out-of-box examples

Cons:

Activities and Billable module are one of the points that need to be improved

SysAid Review

Comments: It is user friendly.
Some support agents are very helpful indeed.
There is an issue in note boxes. When someone type a note in the note box an accidently clicks outside of the not box without saving the note, the whole note box disappear. So we have to type the note again. Hope this will be fixed soon.

Pros:

It is easy to handle. Automation saves a lot of time. Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them. There are support agents to ask help if we face any issue. Dashboards helps to get a clear and fast understanding about some data.

Cons:

In my personal opinion the prices are on the higher side. Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

My experience with SysAid

Comments: As an end user, we have a self-service portal that is very easy to understand, access open tickets, interact with analysts, etc...

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...

SysAid a complete ticketing software

Comments: I am satisfied with the new intermigrations.

Pros:

a complete ticketing system that can be used in many fields.

Cons:

most of its services are not included in the main package.

Using SysAid as an administrator

Comments: It was a great experience in using SysAid. I was able to learn basic administration in very short period of time.

Pros:

It allows administrators to customize ticket templates depending on the requirements for ticket resolution.

Cons:

Does not have some of the basic features in designing a template (radio button).

SysAid ticketing system

Comments: I am very pleased with the software and the entire system.

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.

Good system but improvements could be made

Pros:

System is easy to learn and displays all the information that you need for example tickets about to breach sla, when the ticket was raised etc. I like the fact that a user can email the help desk email and it automatically creates a ticket. Might be something the company implemented on their own but I’m not sure.

Cons:

ui is a bit outdated compared to competitors such as service now, Hesk etc . Can be very slow at times

Best Tool for Ticket Management

Comments: Pleasant to work with, keep track of issues and escalations

Pros:

Built in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Cons:

Spooling of reports can sometimes be hectic due to the size of data

SysAid helps me keep my IT tasks organized and on track. It's been a game changer for my productivity

Pros:

The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle

Cons:

The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need

SysAid Survey

Comments: It has been pretty good at least from the ticketing system we had.

Pros:

It is very user-friendly and easy to use.

Cons:

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

Ticket management system

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.

Bonitas Multi-Academy Trust

Pros:

The ease of managing helpdesk incidents and accountability that goes along with this

Cons:

Lack of flexibility on editing end user submission form