SysAid

Pros

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives Considered

Reasons for Choosing SysAid

Reasons for Switching to SysAid

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Switching to SysAid

Pros

AI's ability to reference Company Documents.

Cons

To many bugs in the system
Non-HTML email system

Alternatives Considered

Reasons for Choosing SysAid

Switched From

Reasons for Switching to SysAid

Pros

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Cons

Although the new UI/UX is great if still lacks basic features and stability

Pros

Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow.

Cons

Asset management. It's not bad, but it's not great.

Alternatives Considered

Reasons for Switching to SysAid

Pros

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Cons

Setting up, but that is a problem you have with all new tools.

Alternatives Considered

Reasons for Switching to SysAid

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.

Alternatives Considered

Reasons for Switching to SysAid

Pros

What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory.

Cons

They don't have much support in Spanish.

Pros

It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams.

Cons

There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features.

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.

Pros

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.

Cons

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.

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.

Pros

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Cons

Modifying the front end is a bit restricted.

Pros

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

Cons

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.

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

Pros

It is less complicated and convenient to use

Cons

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

Pros

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Cons

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

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.

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.

Pros

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Cons

SysAid is reliable and flawless to use.
No challenges when using SysAid.

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.

Pros

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

Cons

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

Pros

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

Cons

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

Pros

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Cons

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

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.

Pros

Simple to create email rules to improve ticket management, for example the system can pick up on certain text within a logged ticket, it can then update category codes and assign certain templates to certain teams, this saves time and improves efficiency, sending certain tickets to the right people as soon as the ticket is logged.
The availability of work flows saving repetition of manual tasks and time for the Helpdesk to complete.
Sysaid can link with AD ensuring contacts are up to date and accurate, previously adding contacts was a manual task

Cons

The user interface is slightly dated, to review multiple messages in a ticket, you have to click on each e-mail to review the comms, this can be laborious.
The ability to have multiple reports of your choosing on 1 single cluster report is not available

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.

Alternatives Considered

Reasons for Switching to SysAid

Pros

Reporting, Analytic and performance review

Cons

The Complexity. Sometimes, it's difficult to find some features

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.

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.

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

Alternatives Considered

Reasons for Choosing SysAid

Switched From

Reasons for Switching to SysAid

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

Alternatives Considered

Reasons for Choosing SysAid

Switched From

Reasons for Switching to SysAid

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

Pros

Customizations and readily available support

Cons

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

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.

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.

Pros

Application itself is not bad,it works well from time to time

Cons

Technical support is below any professional standard

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 .

Pros

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

Cons

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

Pros

Knowledge Base
Customization of workflows, categories, SSP, pretty much anything.
Work Flows
Patch Management
Reporting feature
Asset Management
Integration of Azure, Teams Chat bot, Power BI

Cons

The Remote Control feature is a bit wonky and needs updating.
We also discovered that Merging ticketing may be easy, but the updating of the categories for those tickets is not automatic. That is not a huge deal since we really do not merge many tickets.

Alternatives Considered

Reasons for Choosing SysAid

Switched From

Reasons for Switching to SysAid

Pros

Ease of use for End Users. Self-Service Portal is easier for end user to navigate. Auto categorization of tickets and workflows.

Cons

Reporting, but improvements are coming next year.
Lack of RRM.

Pros

SysAid is easy to use and easy to integrate.

Cons

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.

Alternatives Considered

Reasons for Switching to SysAid

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

Pros

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

Cons

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.

Alternatives Considered

Reasons for Switching to SysAid

Pros

Integration with Microsoft Teams
Implementation of SysAid Copilot AI Chatbot
Migration to cloud

Cons

SysAid Testing environment is refreshed manually based on the ticket we submit to SysAid. It is the Only con i could think of. Otherwise, the product is excellent in all areas

Pros

Ticket management, reporting and classifications is one of the key features that lead to the decision to make sysaid our long-term partner. The workflow functionality and teams integration is going to change our whole business, so we are very excited to move forward on SysAid Cloud. The customization is also a big plus for us.

Cons

The old-style interface but hat is also a thing of the past now that we are moving into the cloud and there new UX/UI is coming out early next year.

Alternatives Considered

Reasons for Switching to SysAid

Pros

Routing features, workflows, AI chatbot, ticket management

Cons

The built in reports are a little challenging.

Pros

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

Cons

Sysaid is occasionally not available. But that rarely happens

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

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.