SysAid Reviews

It is very easy to use for the administrator and for the end user.

The software has changed a lot, but when I implemented it it was all manual

Easy to use and easy to train others to use it.

Customization for the site could be a lot easier.

Does a great job at tracking and managing helpdesk tickets as well as your environment. Allows for multiple users which can trade off tickets. Very configurable to your requirements. The cloud-hosted version has never had an un-planned outage since we began using the product.

Very clunky interface, certain items do not work in Chrome certain items do not work in IE, the polling client on workstations updates every minute which results in an extremely high connection rate which throws off firewall reports (It's not mission critical every hour or two would be fine), need a lot more polish compared to other options now available, customer service is not US based and very quick to dismiss you.

The best feature is the self unlock tool for end users and the ability for them to get suggestions on KB articles to read themselves as they are entering in their ticket.

Workflows are hard to set up and support is not helpful with this.

No need for multiple tools and softwares anymore as SysAid has all essencials in one service desk. Easy to use and friendly. Lots of 3rd parties integrations available, such as Teamviewer, Office365, Sap and much more.

I like everything as is completely customizable and automated, maybe like less that the integration with softwares like Sap required a special coding and configuration but fully understand as it was based on our needs which is amazing to have the option to customize according to our requirements and needs. There are tons of softwares that dont offer this and only what it comes by default , out of the box.

Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly. Spooling at ease when and how you want it .

Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation

Sysaid asset lifecycle, helps with onboarding and offboarding of an employee in the business with smooth transition and great experience.

Sysaid helps with right prioritization, the impact and urgency of tickets helps both the user and process manager .

The chat console is not really in use, still struggles with the chat session from the administrative point of view

Powerful platform with different Approaches. I have modules to administrate efficiently your Tickets and incident related to Service Desk, and project manajement.

BI and regular Reports are a hit!, you can customized all of the thing and assign timer to different stages. There as a portal that you can share with your customers to auto-services an follow-up their tickets

Poor options to project management and low performance. The look'n'feel is bad, and confusing.
I would prefer to avoid that module if you have some middle-size projects, and go to MS project instead.

The constant improvements and how they take in suggestion from the users.

Really nothing, the only thing I can say bad is it has so many great features that it is difficult to use them all. you really need to plan out the implementation.

capabilities of the tools, Gui, look &feel, flexibility, configurable, CDMB

nothing about the software but maybe the fact that they are not providing on site implementation support. we were not used to that but it is going quite well

We like SysAid because of it's flexibility in design. We are easily able to create new forms and templates for different kinds of tickets and as such were able to roll out SysAid to our entire company and it is now utilized by every department in our company. We love the workflow features and that we are able to incorporate data from our active directory infrastructure to be able to identify end users and their departments or managers. We are very happy with our ability to modify and maintain escalation rules. Because the system is operating on Microsoft SQL Server we have been able to very successfully use SQL Reporting Services to generate very robust reports to provide our management teams with metric data that was previously unavailable.

Getting support is like pulling teeth. Some design element a lacking suck as the ability to edit and remove and or re-arrange workflow tabs. The system seriously lacks any granularity in administrator security and data security. Example, in order for an Admin to be able to use the LogMeIn feature, they have to be a SysAid Administrator. However with over 75 Administrators in our organization, we don't want them all to have the power to change our system configuration. So it lacks foresight that a feature like that would require the keys to the house to be able to use. The same thing goes for designing templates. There is a security role to be able to modify and design templates, but you cannot create custom fields and new lists with that role, so users cannot complete the designing of their forms without having been given the SysAid Admin role which is more power than we want them to have over the system. This leads to unforeseen problems where departments admins start making changes to the system without knowing that the change does not only affect them or their department. Canned reporting is not great. Even the custom reporting feature is not good.

tracking of tickets and issues are simple.
centralized hub. I can send messages and update my tickets from one location
I like the live chat feature as well
the auto notifications make my life easier as well

I cant think of an element i do not like.

Clean, fast, flat, elegible, support works fine and fast

Some limitations on customize somes reports

SysAid offers excellent customer service and support, my tickets are responded to within an hour and all issues that have arisen during our usage have been resolved to a satisfactory level. The product is highly customizable, but many features are too complicated to be done by the end user, and a professional services package will need to be purchased.

Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

We implemented SysAid for our ticket and asset management system. SysAid is nothing but a great system which can improve productivity drastically. The thing I like most about the system is that the varieties in which it could be molded depending on customers needs. I will definitely suggest SysAid.

I have not come across any cons until now.

How flawless it works all the time. Even when we make user errors, the program never crashes. We have experienced a problem a few times over the years. Support is very fast and provides correct fixes right away. We have the ability to make changes in all the screens we use, to customize them for what we want and somewhat how they look. It's very fast. When a user enters a case, we see it immediately. There are far more features that we don't even use.

It's difficult to find locations for all the areas that can be customized. The whole user interface from the administrator's side could be improved by making it more friendly in finding my way around. The appearances for the whole thing could be polished up with better graphics.

The ease of use for the end user, and opening up of several ways of communication between the end user and support team, and the ability to keep the end user upto date with the progress of their submitted ticket.

customising some areas can be a little complex, I'm sure will get easier with more use.

SysAid is so easy to setup and, right out of the box, guides you through an easy installation process (we use the on-prem version) Our end users interact positively with a well designed web GUI and local system agent. The green desktop icon is our 'go to' for support and certainly plays a big part in our support service offering.

Minor things really, we've used this software for a while now and grown as a support service with it. With regard to upgrade paths, we'd like to see a single 'rollup' upgrade rather than incremental patches as this would help to reduce our downtime. Some further customizations (branding) to the GUI would also be great, different themes for instance.

The flexibility of the configuration, the automation, integrations and general ease of use are the aspects that we like most about Sysaid. We use Sysaid for far more than just the IT help desk and ticket tracking and we do not have the full version.

This is difficult for us as we do not have the full/complete version of Sysaid. My natural instinct is to dislike the fact that we do not have several of the features that would improve our operations without the added licensing expense. However, with the version we do have, the reporting, especially the custom reporting, could be improved.

Ease of implementation and ease of use for our End Users. LDAP integration was a plus; and reporting features are robust.

Occasional issues with the hosted environment and not always the clearest communication regarding causes of downtime or ETA to be up.

Ease for translate to diferent language. Sory but that is only thing which come to my mind for the pros.

Old fashion design / tehnology. Poor browser support. There is no suppport for copy/paste. There is almost no developnent of new features and / or use of new tehnologies (like HTML5 etc). Slow tehnical support. Look's like unfinished product.

ticket mangement when there is a new ticket its by not assigend and thats the first thing you see when you start up sysaid. asset list is very easy to use.

its hard to find old tickets back cuase when i need to search what has done to that one thing the ticket has already been closed and i don't know the number of the ticket

I like the fact that you can track history on the tickets logged by users. As a customer experience analyst am able to put myself in the place of the customer and be able to push for faster resolution from the resolver.

The tool cannot give me a trend analysis of same issues logged by the many users.

The product is easy to use and can create workflows to accommodate the type of changes in ITIL.

The product does not have the capability to notify Configuration Item owners of approved changes

Hi, what I like the most about sysaid is its easy operation for users when lifting a ticket and thus solving their problem immediately, on the other hand we can take a very well organized inventory of computer accounts and the best is not as expensive as other systems from itil

what I dislike about sysaid is that their technical support is too bad and there is not so much information on the web,
since we recently had a migration from their system to another server and they could not help us, they took too long to contact us and when they were migrated their system was when they contacted us

It´s the most tool easy to deplo and use for final users. Completed with other moduls tolls like CMDB inventory, etc.

For me is the rigth toll we have to use It´s complete and easy to use.