SysAid

Great ITSM platform with great capabilities

Comments: SysAid is the answer to the issue of manual customer management. We utilize it for contract and renewal management, automated responses to customer support questions, and onboarding of new services.

Pros:

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements. Having the option to make your own folders and processes is quite useful.

Cons:

There are so many settings and options to configure in this program that we often find ourselves lost. There can be post-update issues on occasion. Since I only have 5 administrators and the bare minimum license, I can't generate nearly enough reports.

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.

SysAid makes solving our end-users problems easy.

Comments: Great, the staff we work with has been wonderful

Pros:

I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users

Cons:

I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need.

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

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

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 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

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.

SysAid has been a game-changer for managing our IT needs. It's intuitive and efficient!

Pros:

The ticketing system is excellent for tracking and resolving IT issues quickly.

Cons:

The mobile app could use some improvement for better usability on the go.

Great for getting quick IT support

Pros:

Creating tickets are incredibly easy, they automatically route to the proper OT contact.

Cons:

Sometimes it's hard to find the right category, they filter out sub categories based on previous options. No search available.

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 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.

Very Good and Would Recommend

Comments: Overall its good so far and customer service is very responsive

Pros:

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

Cons:

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 ticketing system

Pros:

Great helpdesk ticketing system for small businesses.

Cons:

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

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).

Ok ticketing system

Pros:

Dashboard showing progress of open tickets Ticket tracking

Cons:

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.

Sysaid efficiency Survey

Pros:

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.

Cons:

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.

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 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.

SysAid makes it easy to track my IT issues and manage service requests.

Pros:

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

Cons:

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

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.

SysAid Review

Comments: My experience has been good so far. Their support is great. I would recommend purchasing professional services.

Pros:

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

Cons:

Sometimes the menus and setting a re a bit ridiculous.