SysAid

SysAid

(74)
4.0 out of 5 stars

SysAid is an all-in-one IT service management tool that integrates all the essentials directly into ONE service desk and asset management platform.

Work for SysAid?

Learning about SysAid?

We can help you find the solution that fits you best.

Find the Right Product

SysAid Reviews

Ask SysAid a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • User Industry
Ratings
Company Size
User Role
User Industry
Showing 74 SysAid reviews
LinkedIn Connections
SysAid review by <span>Kyle S.</span>
Kyle S.
Validated Reviewer
Verified Current User
Review Source

"Great all-around IT Mangement Product"

What do you like best?

Tracking our helpdesk tickets was the original intent on our purchase but we do so much more now. Remote control just works. Asset Management is a huge plus! We know what's installed at any given time. The agent deployment has improved greatly and I no longer need to use the separate software that's installed on my computer.

What do you dislike?

I feel like the Projects module could use some attention. It's a start but it's not very easy to use. It takes a lot of clicks to set the project and tasks up.

It would be nice to do surveys but we don't want to send one out every time. It would be nice take a list of the completed tickets from the day (or a specified period of time) and send surveys to a sample of them. If you're an MSP with a higher volume, every ticket is probably ok. But we have 500 users...every ticket is too much.

Recommendations to others considering the product

Spend a lot of time in your demo process, whether it be the whole system or just a module. If you run out of time, ask for an extension. SysAid is great at giving you the time you need to properly test. If you have a problem, just ask for help. Their support is pretty good and they'll figure out your problem one way or another.

What business problems are you solving with the product? What benefits have you realized?

SysAid creates a positive, easy to use, web-based portal for our end users as well administrators. We save numerous trips not only in our main building but to our others buildings and other cities.

We recently purchased the Self-service Password Reset module and this is going to be a big win for IT and users.

Sign in to G2 Crowd to see what your connections have to say about SysAid
SysAid review by <span>Navin H.</span>
Navin H.
Validated Reviewer
Review Source

"Simple and effective. "

What do you like best?

The Sysaid ITSM application is a simple and yet powerful ITSM application software. It is a cloud based applicatiion that required very little to minimal installation and setup. What i like most about Sysaid is that the navigation options are very easy to navigate and it requires almost no user training to get started. One could almost start working on sysaid immediately with little user training.

Sysaid comes standard with Incident management, change management, problem and knowledge management. In addition, it also comes with Asset management and event monitoring functionalities. It has built in chat consoles and chat sessions to allow for users to chat with service desk personnels. It has a powerful indexed search option that is easily accessible always from the menu bar.

The Analytics options are very handy to create reports, understand ticket trends and review SLA/SLM.

What do you dislike?

Sysaid lacks advanced ITSM and project management functionalities. It does not have options for maintaining service catalogs, capacity and demand management abilities.

Recommendations to others considering the product

Its a good alternative to those looking for managing the essential IT processes through a ITSM software.

What business problems are you solving with the product? What benefits have you realized?

Incident management, change management, problem management and knowledge management

What Service Desk solution do you use?

Thanks for letting us know!
SysAid review by <span>Michael H.</span>
Michael H.
Validated Reviewer
Verified Current User
Review Source

"I brought Sysaid onto the Kinetico IT Support team because i had used it before"

What do you like best?

How it can integrate with Active directory for reaching out and finding all of our devices and all of their software and in some cases licenses. It allows us to input data regarding licenses and keep track of how many we have and then keep track of where it is installed

What do you dislike?

It is missing application pushing and updating I can push installs of Firefox out through its agent. One other feature that would be great would be to have the ability to track non integrated devices on a per user basis.

Recommendations to others considering the product

I would suggest they at the very least try it using the trial version. They will be astounded at how good it really is. Also consider it's add-on modules before you consider separate products that do the same thing.

What business problems are you solving with the product? What benefits have you realized?

It saved us $5000/year on heldesk software. It certainly made me look good by find this product and saving money. It allows us to do this without hiring another person to answer phones an open helpdesk tickets because of its integration with our email system.

SysAid review by <span>John P.</span>
John P.
Validated Reviewer
Review Source

"A solid web-based helpdesk app"

What do you like best?

One of the primary things we were looking for when we went with SysAid was a web-based platform. This was big for us because we wanted our team to have access to the app from anywhere at anytime. The features that are most beneficial to us are the customization capabilities, the password services module and the pricing. I believe SysAid is a great value.

What do you dislike?

Early on the timezone difference created support challenges, but that has gotten better with time. We had an issue with password services that we'd reported and kept being told the fix was coming. I believe it took Three releases to finally get resolved. But it did get resolved.

What business problems are you solving with the product? What benefits have you realized?

Some of the business problems we solved with SysAid include: self-service unlocks and password resets for AD, ability to route multiple input methods into one ticketing system, and the ability to route tickets to different teams based on specified criteria.

SysAid review by Administrator in Hospital & Health Care
Administrator in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Sysaid Review"

What do you like best?

It is very customizeable. It allows your users to notify you of their issues in many different ways.

What do you dislike?

Their support is not great. I dread calling them. It is usually slow to respond and not very helpful when you get someone. Also the way time is calculated. It requires the ticket be micro managed by the support person. Example if a call comes in, ticket must be created and set in open status for time to start calculating. If you help user first and the create/close case there is no way to add time. The time on that request will be 0.

Recommendations to others considering the product

I don't know if I would recommend Sysaid. Their product is okay, but if you ever have to work with support it is a huge headache.

What business problems are you solving with the product? What benefits have you realized?

Their revamped reporting module is great. For creating work flows and esclation rules, it is great. It has helped us better utalize our time.

SysAid review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Great help desk solution"

What do you like best?

The automatic ticketing feature, where a user can email a designated address and a ticket will automatically be created. When users call our help desk phone line, we can advise them to send an email to this address that will then automatically route their message to the ticket list. From there, we are able to categorize, title, and assign tickets to users and to the IT worker who will be handling the ticket. If for any reason a user emails one of us directly, we are able to forward that email, and all of the pertinent information will be included. This is helpful for documentation.

What do you dislike?

The inability to email non-corporate accounts from within the ticket itself.

Recommendations to others considering the product

I would suggest that anyone looking into SysAid be prepared to dig into all that it has to offer before you go live. I think that we use much of it, but still could take advantage of more if we took time on the front end to research and test more extensively.

What business problems are you solving with the product? What benefits have you realized?

We are better able to track IT request from our end users and mainstreaming communication. Users understand our processes and a quick to submit a request whereas they used to seek out our individual help, clogging our ability to best assist them.

Learn more about SysAid

SysAid Videos

Kate from G2 Crowd

Learning about SysAid?

I can help.
* We monitor all SysAid reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.