SysAid Reviews

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

Excellent customer service - both responsive and knowledgeable
Importing users from AD makes administration easier

The reporting functionality needs improvement - should be easier to create ad hoc reports

the simplicity of the tool, easy to implement

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

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

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.

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

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

It is less complicated and convenient to use

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

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.

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.

Simplicity of their IU and the smoothness is one of the highlights that I really like about sysaid

Their IU is out modes and needs a lot of features too as well

Very inclusive in terms of default criteria that's been setup within admin settings. Relatively simple to use and simple to learn.

Not really a dislike towards SysAid itself, but it's definitely tailored towards bigger teams/organisations. We're only a small team so we don't really use its full functionality at times.

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

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

SysAid is user friendly. The interface is easily understood by all.. it also allows for customizations.
After sales support is superb!

Sysaid is occasionally not available. But that rarely happens

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.

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

its Intergration to our cloud environment and the use of chat bot has made adoption of the product very easy in our organisation

So far I don't have any complaints, the minor compliant is more of a feature request for the platform to look more modern.

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

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

Sysaid has a user friendly interface, it is easy to navigate between end user and an administrator. Actions are easy to find and requires little effort to learn the basics

Its integration with outlook although great causes a number of issues when a refresh occurs and checks are not made to ensure correct parameters are selected

SysAid offers a wide range of ITSM tools, including incident management, problem management, change management, asset management, knowledge management, and more. This comprehensive suite enables organizations to efficiently manage their IT operations in one platform.

Managing SysAid effectively may require dedicated IT resources for setup, customization, and ongoing maintenance. Small organizations with limited IT staff may find it resource-intensive.

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

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

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

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

The ticketing system is efficient and the dashboard is user-friendly.

It can be slow at times and the mobile app lacks some features compared to the desktop version.

The customizability. You can customize quite a bit to fit your needs

Sometimes the menus and setting a re a bit ridiculous.

It is very intuitive to use and customize with our solutions

I haven't found any aspect that i din't like it

, really impressed how useful and functional this soft. Still discovering new functions, 10 of 10.

All good, cant complain, a bit complicated, but that's great, many toys )

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.