SysAid Reviews

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.

There is more room for improvement on the software product module

SysAid is easy to use and easy to integrate.

There is definitely some aspects missing, like the ability to merge tickets. Often times an widespread issue occurs and 30 tickets come in. Tickets have to be deleted or closed, which inflates ticket volume.

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

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.

1. Communication with End Users with Email Integration
2. Ticket management (Ticket routing, Status Updates etc)
3. Ticket Administration (Reports, Surveys etc)

1. UI is pretty Old
2. There are some issues with the email-sending feature where even an extra comma in the addresses would show the message not sent but still the message will be sent which the sender will be unaware of.
3. List views in SysAid automatically refreshes which makes me lose all the filters which is really frustrating to be honest.

Customizations and readily available support

The mobile app has received criticism for being less functional and not as polished as the desktop version. Users have reported it to be slow and lacking essential features

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

Routing features, workflows, AI chatbot, ticket management

The built in reports are a little challenging.

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.

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...

Various abilities of tracking tickets, easily being able to edit and create reports showcasing various things and Customer service

I have no complaints yet about Sysaid. Only thing Is if the projects were easier to manage and edit, as well as having access to more asset management abilities

Great helpdesk ticketing system for small businesses.

Nothing. Only reason we left is for cost cutting purposes.

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

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

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.

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.

Dashboard showing progress of open tickets
Ticket tracking

Lack of proper formatted email
Lack of Approval process for Employee Provisioning
Lack of choosing an option 3 without choosing options 1 and 2. Should select those options off of the last option chosen.

very good helpdesk ticketing system and inventory as well

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

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.

User-friendly interface, great for ticket management and tracking assets.

Reporting features could be more comprehensive, occasional lag times during use.

It is very user-friendly and easy to use.

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

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

Sometimes the menus and setting a re a bit ridiculous.