SysAid Reviews

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.

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

I look forward to SysAid 4 years from now.

Comments: Implementation is still happening after go live. That stressful.

Pros:

AI's ability to reference Company Documents.

Cons:

To many bugs in the system Non-HTML email system

SysAid Helpdesk

Comments: Experience with he application has been a love hate relationship sometime it gets on my nerves but at the end of the day it is a general application the organization i work in use.

Pros:

The SysAid's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual.

Cons:

SysAid's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application.

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.

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

My review of SysAid

Comments: My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly.

Pros:

It is user friendly and not to expensive to get a license.

Cons:

It happens that it has downtimes. But that is quickly handled but the team .

SysAid a highly recommended option

Comments: For me, of all the software I have used, it has been one of the best, it can be generated, managed in a fast and simple way.

Pros:

It is one of the most user-friendly tools I know, its performance is optimal and it covers most of our company's needs.

Cons:

There is almost nothing much to say about the cons, since there are very few faults or missing elements that can be found, perhaps one of the problems is the remote connection, which is very slow.

Great, streamlined product which does what we need it to do.

Comments: SysAid has been almost the perfect product for us so far. Its done all we need it to do. We use the MS Teams chat bot heavily and that works very well.

Pros:

The MS Teams chat bot allowing users to raise tickets directly in a Teams chat.

Cons:

There are still a few bugs but these are being worked on. Sometimes entering data can be time consuming as there are not always ways to do it in a batch.

about sysaid

Comments: We have had sysaid for several years, we are using it for other processes outside of ICT, the simplicity for the external client helps a lot and the customization

Pros:

the simplicity of the tool, easy to implement

Cons:

Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox

SysAid Review

Comments: It is an effective ITSM tool and our users are happy with it

Pros:

It is less complicated and convenient to use

Cons:

Its slow sometimes and certain bugs disrupt services once in a while

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

Excellent ITSM!

Comments: It has been a great experience, especially since the company continues to improve the product and features.

Pros:

Routing features, workflows, AI chatbot, ticket management

Cons:

The built in reports are a little challenging.

SysAid a hidden gem

Comments: Excellent, Professional, Organised and extremely friendly

Pros:

We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid.

Cons:

This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was.

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.

Why is SysAid is Better...?

Comments: This product is really good and very easy to use for our daily work.
Recommended for others.

Pros:

The user-friendliness of the product is really good. Very easy to create the workflows and easy to customize the workflows. We can easily manage our incidents, requests, problems, assets, etc... and the support of SysAid customer care service is very much appreciated.

Cons:

The pricing of the SysAid is a little bit higher when compared to the other products.

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).

Great ITSM with Excellent Service

Pros:

The self-service portal is very important for our cloud product and using SysAid, we have been able to quickly implement it and make updates when needed. Their customer service representatives are very quick to respond and action help requests. SysAid values and promotes its users' successes at its yearly SMART conference. I have been an attendee and speaker and have gained new product insight each time.

Cons:

While some of our requests are not currently in the product, our Customer Success Manager has always been on top of getting these added as feature requests and sharing updates when appropriate.

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

Great helpdesk and inventory software

Comments: Great helpdesk and inventory software

Pros:

very good helpdesk ticketing system and inventory as well

Cons:

cost money for more administrators but can be implemented for more departments

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

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

Great tool for incident management in a small org!

Pros:

SysAid has helped me manage the incidents and log incidents efforlessly using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Cons:

They do not have free trial for a long time with timited features.