SysAid

SysAid

(124)
4.2 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.

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SysAid review by Boris D.
Boris D.
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Verified Current User
Review Source

"Best "bang-for-buck" ITSM platform!"

What do you like best?

What you get out of the box is what I like best. It really gives you the must haves, in the current technological climate, that companies need such as Asset Management, Service Record, BI Reporting etc. SysAid also follows ITIL so the inclusions of Change and Problem Management are delightful. With all of these included at a much lower price that other "brand name" ITSM platforms, SysAid was the easy choice.

Another great feature that I forgot to mention is the customisability of SysAid. Recently, I've been working closely with the SysAid team to make the tool work for us and it's been amazing!

What do you dislike?

SysAid only has one downfall which is the custom application/field creation. A lot of these simple projects, such as including an automated hyperlink to an Action field requires the help of the Professional Services team. Not a huge issue, but would love the ability to open SysAid up ourselves to create a simple hyperlink.

Recommendations to others considering the product

If you're looking for a solution that is so broad, that makes it easy to implement, yet so tailored at a cost effective price, then SysAid is for you. There are many addons that you can turn on to enable integration and really make this platform your own.

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

Prior to SysAid we had no Asset Management and no Vendor Management meaning we had no idea where our equipment was and could not hold our own vendors accountable for when they breached SLA - this impacts us heavily. Now that we have used SysAid and tailored this to work for us, and also using the Escalation Rules/Routing section, we've been able to cut out a lot of manual process for the guys while being able to report on assets and vendors.

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SysAid review by Edgar V.
Edgar V.
Validated Reviewer
Verified Current User
Review Source

"Real review"

What do you like best?

the simplicity and configuration of notifications, scans, rules when certain events occur. The tool is extremely easy to install, understand, and use. It has a very good support in its self-help, in its user forums and online support, it really knows and knows the product, I have scarcely had to use its services a couple of times in 5 years. I love this software!

our consulting clients ask us about a tool and we definitely recommend SysAid

we have learned as fast as it is configured that sometimes we support our own clients when they have doubts, we guide them as they can also learn

SysAid will most likely surprise us in the future with more excellently wonderful functionalities

What do you dislike?

that the BI reports are not free, they carry an additional cost, but they are extremely useful because the old reports had to be obtained one by one and adding more data involved making a new report of zero. with this module the nightmares of making reports are over

Recommendations to others considering the product

if you want to have control of your assets, reports of incidents, requests, problems, see the relationships in the CMDB, measure service levels and never have to make a manual report, use SysAid.

It is an all-in-one tool

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

asset control, incident reports, requests, relationships in the CMDB, measurement of service levels and weekly report scheduling

What Service Desk solution do you use?

Thanks for letting us know!
SysAid review by Wander Jorge A.
Wander Jorge A.
Validated Reviewer
Verified Current User
Review Source

"It is a excellent program."

What do you like best?

In addition, users have adapted quickly to the use of the tool to the point that they already give us information to improve the use of it. This tool has been very efficient for our company because it has changed the way in which users inform us about the problems of the day to day. In addition to that thanks to its database we can see case already solved and validate if they can be solved with another pending. This has become very important for us because it speeds up the time to solve daily problems in our company.

What do you dislike?

the time that I have to wait to open a ticket.Sometimes when adding a ticket the page lasts a time of 20 seconds to add the ticket. also sometimes the notification emails do not arrive but that can be improved.

Another change that must be made is the control software, the default software is very slow when connecting to another PC. This is handled very slowly. This must be improved since it is a great tool to solve user problems.

Recommendations to others considering the product

The speed should be improved a little, at the moment of creating the tickets.

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

We solve the experiences in the area of IT, with this application we have obtained a great benefit when it comes to registering and solving problems derived from the area of technology.In addition, each day, users become more familiar with the tool, demonstrating how easy it is to use and how quickly it is integrated into the company.

SysAid review by Kyle S.
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.

SysAid review by Carlo v.
Carlo v.
Validated Reviewer
Verified Current User
Review Source

"SysAid as the centre of your ITSM, and they will help you from start to finish "

What do you like best?

We like the product flexibility, so we can have a tailor made software / system for our needs, but still have all the tools and best practice knowledge at our finger tips. Setting up needs no coding, just clicks.

What do you dislike?

The Multi language support, had still some English words in the other language modules. The strength of SYSaid is that you can use our own customize file, so every word used in the software can tailored.

Recommendations to others considering the product

Make a deal for more years, you don't switch every year in the ITSM tooling, so give them the commitment, and you receive the benefit

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

We are in the proces of become a ISO 27001 Certified company, and SYSaid tooling helps us realize that.

SysAid review by Eduardo S.
Eduardo S.
Validated Reviewer
Verified Current User
Review Source

"fits our needs"

What do you like best?

For 3 years now, we have been using the SysAid solution in the cloud, which provides us with the administration and management of all our IT running requests. It allows an easy integration of all the analysts and a single source of information for the management of the service.

What do you dislike?

Difficulty in the support in Spanish would be good to have more presence in Colombia, we have some doubts in functionalities and / or requirements to request but we do not know with whom to treat them

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

With sysaid we solve all the needs and requests of our IT users, the main benefit is the administration of IT resources and compliance with the SLA.

SysAid review by Hitesh L.
Hitesh L.
Validated Reviewer
Verified Current User
Review Source

"SYSAID for SME"

What do you like best?

We have been using SYSAID for over 5 years now and we have no issues with the system. We have 3 streams for 3 different teams and all work smoothly.

What do you dislike?

We tried the Change management module but wasn't suitable for our business. Asset management system is quite good and we have been using this for the last 2 years effectively to manage our assets at multiple sites.

Recommendations to others considering the product

SYSAID have a good pricing structure and allows you to add modules as you go along and develop

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

All issues are logged using SYSAID. Infrastructure/Applications/BI/IMACS

We are quickly able to spot any trends for issues being raised by using the automated reports on a weekly basis.

SysAid review by Eric C.
Eric C.
Validated Reviewer
Review Source

"Great Helpdesk Software"

What do you like best?

**Everything.

**The ability to customize everything and anything.

**Not paying for modules that we would have no use for.

**The support is one of the best I have dealt with.

**The forums provide a ton of valuable information.

What do you dislike?

There arent many things I dislike overall. This is a personal gripe- One thing I could say I am unhappy about is their choice to change licensing prices. When we first bought the software, we paid extra for a perpetual license, with lifetime upgrades and support. Now we have to pay a yearly maintenance fee to keep up to date. We avoided the cloud option to steer clear of monthly/annual payments, but that changed.(I understand a software company has to make money to continue to develop a product. The price isnt terrible compared to some other software maintenance fees we pay.)

Recommendations to others considering the product

Just Try it. Worst case, it doesn't meet your needs. Then you continue searching.

But if you are tasked with researching a new or replacement ticketing system, Sysaid is a great option.

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

We use Sysaid not only for our IT helpdesk solution, but also for our "Maintenance Department" Ticketing system as well. After a number of tweaks and rules, their system runs in parallel to the IT system, through the same server, but seem totally separate. And with the only cost being additional Administrator licenses, it was a great solution.

Also being able to keep track of installed software and product license keys for all of our assets has really proven to be a great help when auditing licenses.

Without Sysaid, I can safely say our company's IT department would not have accomplished nearly as much as we have in the time we have used it.

SysAid review by Derek B.
Derek B.
Validated Reviewer
Review Source

"Postive Support that go the extra"

What do you like best?

Goes the extra to fill up the time. Often when you are in a "training" session as soon as they have covered what you want they run off to do something else, not Sysaid, they stay on had go through some other information that may assist in having your system operate better.

The support staff are friendly and seem to take in interest in you and your company and as mentioned go that little bit extra to ensure that you get the best out of the system and make use off all the features it has to offer.

We also like the fresh clean interface, our old system looked tired and old and really needed something that showed a modern looking interface.

What do you dislike?

Sometimes a little long to get a support person when the issue is a little more complex. Also the online help is a little clunky and the search feature does not work that well. There is lots of info there, but needs a better way to expose it and search through it. w

Recommendations to others considering the product

Just do it.

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

We where finding our end users where not engaged in our old system and therefore they often failed to use it to submit requests for help and assistance from us.

Sysaid is a very end user friendly Helpdesk system withy a powerful back end that my tech can easily access from anywhere.

SysAid review by Dave L.
Dave L.
Validated Reviewer
Review Source

"Sadly not up to the job"

What do you like best?

It appeared to have a multitude of features (Servicedesk/CMDB/password resets etc.)

What do you dislike?

The service was one of the poorest I have experienced. We had a technical issue for over 6 months and despite various attempts to get it resolved (it was just a basic monitoring function - we wanted to know server availability) we never felt any urgency or understanding from sysaid. They did admit it was a bug that would be fixed "in a future release" but could give no timeframe for resolution. they did respond when it was renewal time - not to fix the problem but to request payment (they honestly expected us to pay for a service that did not deliver on what it claimed)!- then they have added insult to injury by stopping our license. We are currently evaluating alternative providers..

Recommendations to others considering the product

If you want to provide basic reporting (e.g avaialbility of servers) then I would look at other products as this does not cut it. The service standard is one of the lowest I have encountered.

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

As a basic helpdesk it worked - albeit a bit clunky and hard to configure to get it to behave how you want it to. It is not intuitive. The service is one of the worst I have encountered which is ironic given we were using the product to try and provide service to our customers.

SysAid review by Joseph  P.
Joseph P.
Validated Reviewer
Verified Current User
Review Source

"Soporte eficiente y fácil de usar "

What do you like best?

Usamos el sistema hace mas de 10 años, pasamos de una versión local a la nube, no solo lo usamos para tickets de soporte, también para temas administrativos, las plantillas y avisos han sido de gran utilidad. los correos personalizados e incluso los mensajes de texto han sido de gran ayuda.

What do you dislike?

Algunos temas de soporte han quedado pausados por algún motivo, no son tan relevantes pero deberían avisar el estado, El costo de cada administrador es algo elevado y lo que realmente lo hace caro si se tienen varios administradores, deberían tener cierto grado y costo de administración

Recommendations to others considering the product

Consideren los costos de usarlo de forma local o en la nube, en la nube hacer respaldo de una base de datos podrían tener algún costo , así como considerar el tamaño de administradores que puede elevar costo, pueden pedir pruebas de ciertos módulos para considerarlos a compra

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

Soporte técnico centralizado entre países, temas administrativos los hemos resuelto adecuando las plantillas a solicitudes de viáticos, autos, avión, etc. Evitar las llamadas telefónicas

SysAid review by Nicolas N.
Nicolas N.
Validated Reviewer
Verified Current User
Review Source

"Review Sysaid cloud"

What do you like best?

the first thing to say about sysaid on cloud, its that you can use it wherever you are, just login and start administrating your assets, requests and incidents.-

What do you dislike?

maybe what i dislike about sysaid is that you cant customize at least 2 reports for your information.-

Recommendations to others considering the product

consider that with this you can do more things from it, than others kind of software. here you can manage the assets and many parameters for your it administration.-

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

now i can remote control my assets, make my database of them, have a report of the incidents and requests and how they are solved; and also i can do a lot of report of many things.-

SysAid review by Steven L.
Steven L.
Validated Reviewer
Review Source

"Seriously, a 450% rate hike???"

What do you like best?

Long time user and loved the ticket management system.

What do you dislike?

SysAid has attempted to become a one-stop shop and has become very bloated with a lot of features that we would never use. In some cases, due to the configuration complexity, getting the service to do what you wanted was a little bit of a hassle.

Recommendations to others considering the product

SysAid should have offered al-a-carte packages to users that would not use all the features and were unwilling to pay a 450% rake hike just for one feature.

Unfortunately, I have already found an alternate provider, and will not be coming back to SysAid.

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

I was only interested in the ticket management feature. Signed up several years ago for $270 per year. SysAid elected to invoke a 450% rate hike to $1,200 per year. I had to then scramble around to find an alternate ticket management system. Unfortunately, I can no longer recommend SysAid to anyone.

SysAid review by Harshvardhan K.
Harshvardhan K.
Validated Reviewer
Review Source

"Simple one stop IT helpdesk solution"

What do you like best?

1. It is easy to customize and setup SysAid for your organization, you don't need a big team to do that

2. You can design the ticket template as per your need

3. This is hosted on the cloud, so we need not worry about the backups and Infrastructure related costs

4. You have different views to see the tickets, you can further define your own view as per your need

5. Reporting features are very nice

What do you dislike?

1. There is a restriction on the number of admins

2. We don't have access to real-time data, so I couldn't customize the dashboard

Recommendations to others considering the product

It works good for a medium sized company. Ensure that all your requirements are listed and SysAid has a solution for all of them

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

1. It is a one-stop shop for IT helpdesk solution

2. It is highly customizable, so which is much needed

SysAid review by James W.
James W.
Validated Reviewer
Verified Current User
Review Source

"SysAid Review"

What do you like best?

We like the versatile customization capabilities that allow us to tailor the system to meet our needs.

What do you dislike?

We would like to see more robust Project Management features.

Recommendations to others considering the product

I highly recommend SysAid. Its versatility will be challenging for some. However, if you would like a feature rich product that you can customize to fit your needs, SysAid is a great choice!

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

We have migrated from a less feature-rich ticket tracking system to SysAid. We have gained increased capability and many more features, such as change and asset management all in one integrated tool. We have realized greater insight into our incident management and improved customer service.

SysAid review by Brian D.
Brian D.
Validated Reviewer
Verified Current User
Review Source

"Best cost effective ticketting system !"

What do you like best?

The software are really user friendly, you can make great report and the asset mangement is near perfect.

What do you dislike?

The only thing i dont like it's miss a important feature is the rental equipement , we can do it in a certain configuration but not out of the box.

Recommendations to others considering the product

Do it , if you not sure contact sysaid reseller and it's will help you to test it and you will like it for sure!

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

Before Sysaid we haved used Filemaker for ticket log, now with Sysaid we have a complete solution in the same place ! Is the benefit we nedd and you need!

SysAid review by Navin H.
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

SysAid review by Jose G.
Jose G.
Validated Reviewer
Verified Current User
Review Source

"Good experience"

What do you like best?

The simplicity of the interfance, since in a very clear and clean way allows the user to create the requests, the inventory model is very detailed and easy to execute.

What do you dislike?

the survey, it would be nice if the user could fill in the same email without having to go to a link.

Recommendations to others considering the product

to be able to create web forms in an easier way, either to deliver equipment or to integrate them to other departments for all types of requests.

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

nuestro beneficio ha sido poder tener un analisis mas claro de todoas la solicitudes abiertas.

SysAid review by Michael H.
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 Giovanni  K.
Giovanni K.
Validated Reviewer
Verified Current User
Review Source

"SysAid a helpfull tool for any IT Pro"

What do you like best?

The ease of use! I have worked with other ticketing system programs and I have to say SysAid is one of the best I have used. The interface is easy to navigate, very user friendly, and pretty detailed. Being the only IT tech at my location I am responsible for inputting and maintaining all of our equipment, with SysAid I am able to keep track of it all easily and accurately.

What do you dislike?

I have not found any issues I do not like about SysAid

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

Keeping track of all our cell phones is a big plus!

SysAid review by Alejandro P.
Alejandro P.
Validated Reviewer
Verified Current User
Review Source

"Experiencia Manejo SysAid"

What do you like best?

La herramienta es muy intuitiva no necesita una capacitación muy profunda para el manejo, las opciones que se tiene ayudan mucho en el control de las solicitudes

What do you dislike?

Bueno que solo hay muy poca información en español.

Recommendations to others considering the product

que puedan adquirirlo sin problemas el tema del soporte por parte de la empresa es muy rapido.

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

En mi caso la atención de requerimientos a problemas reportados en mi institución me perite tener un mejor control de que cosas debo atender primero y que cosas puedo dejarlas por un momento(Priorizar los problemas)

SysAid review by John P.
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.

SysAid review by Bobby D.
Bobby D.
Validated Reviewer
Verified Current User
Review Source

"Excellent HelpDesk Application"

What do you like best?

I like the simplicity yet full functionality of the HelpDesk. They continue to improve the system, for which I'm grateful.

What do you dislike?

Sometimes it's difficult finding what you need on their web site and support site.

Recommendations to others considering the product

SysAid continues to improve functionality and usability. I've been using the product for about 11 years and have run it on both Linux and Windows. Their support has always been spot on and the product is well worth the investment of time and money.

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

SysAid provides a simplified and yet easily accessible method of managing help desk tickets. It has made it possible for us to more efficiently track the work we have to do while providing accountability.

SysAid review by Aleksander S.
Aleksander S.
Validated Reviewer
Review Source

"fast and easy"

What do you like best?

its easy to use and the practical way to install and configure it. The administration is very intuitive and the asgination of permissions also.

What do you dislike?

The increase in the cost of maintenance that went up by 100% did not seem justified and the explanations they gave was that they decided so. It was not a correct justification. For the increase they offered more items but they are items that we did not need

Recommendations to others considering the product

in a next increase in maintenance cost it would be good to have a good justification in that increase

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

The main problems that could be solved are those of incident records and the unlocking of the password, I think they are the main and the most beneficial

SysAid review by Alejandro N.
Alejandro N.
Validated Reviewer
Verified Current User
Review Source

"Excelente herramienta de Trabajo "

What do you like best?

La herramienta SYSAID proporciona un excelente manejo de toda una mesa de ayuda y procesos, que hacen que la experiencia al usuarios sea la mas confortable

What do you dislike?

A momento existen algunas desconexiones o caidas del servidor principal de nube pero son leves.

Recommendations to others considering the product

Mantener un alto nivel de ITIL para poder manejar de mejor manera la herramienta

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

En solicitudes generadas por usuarios se ha solventado con mayor eficiencia y rapidez, un mejor manejo de incidentes o problemas con mayor orden.

SysAid review by Administrator in Retail
Administrator in Retail
Validated Reviewer
Review Source

"Simple, robust and easy to implement. Very easy to customize."

What do you like best?

The implementation time for us was about one week, however since then, we have been able to do a lot of customization to it and fit to many of our processes.

The system is very easy to modify, we started using it with our financial shared service center, but later, we fit it to other verticals, it support, consumer finance ticketing among others.

What do you dislike?

Very few things, improvements would be nice to moving between tickets to tickets on a person's queue, this is a bit slow sometimes and not so visual as other competitors.

The timers are a very useful tool, they keep good track of any SLA, however, with so many verticals on the system, the timers are limited to only 10 which causes that some verticals doesn't have any way to measure the timers. Standardization can fix this however with many verticals this is a task very hard to obtain as their success criteria is different.

Recommendations to others considering the product

Document the processes before buying any software, it will reduce the implementation time and you will obtain better benefits out of this, in general, you will save more money and obtain results faster if these processes are well defined.

Another point related, when you have this processes defined, test them in the analog world, you can use email or other tools to test the processes before buying a system.

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

We are using sysaid as a single channel of contact for many verticals, achieving traceability, control, responsibility assignment and overall management abilities in big transaction processes in the areas of:

1. Financial Shared Service Center

2. Consumer finance and credit management

3. IT and system support

4. Retail customer service center

SysAid review by Stephen V.
Stephen V.
Validated Reviewer
Verified Current User
Review Source

"SysAid"

What do you like best?

The people that I contact are the best. We like to features and the price points offered for the various modules and features.

What do you dislike?

Reporting is slightly on the weak side, but usually can find a way to find what I want. Would be great to have a little more on a report builder module if possible.

Recommendations to others considering the product

Report Builder Module to do on the fly reports and queries

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

Helpdesk tickets, Benchmarking, Projects and Asset tracking

SysAid review by User
User
Validated Reviewer
Verified Current User
Review Source

"Both quality and value; responsive and supportive organization"

What do you like best?

Fairly intuitive interface, and compared to experience with other products, one of the better interfaces, regardless of price.

The SysAid community is very supportive and collaborative, and smart.

Pertinent videos and webinars are frequently offered, and there is also an excellent library of helpful resources to reference.

Not outrageously priced.

Easier to manage than many of the comparable products out there. Also, while there are indeed some easier to manage products/services, they tend to also not be as "powerful" a tool - when evaluating those other less-powerful products, we have found ourselves feeling limited and short-changed by them. With SysAid, we are still enjoying finding new ways to utilize it.

What do you dislike?

Some searches can be a little clunky, insofar as backing up and sometimes needing to re-enter search criteria, when you wish it would remember the criteria. Not a big deal, but a "darn, I wish I hadn't lost those other search results, and need to re-search."

Recommendations to others considering the product

Get SysAid.

SpiceWorks (the product we know many other crash-strapped schools look at) is good, but with SysAid not only does it do what you bought it for, but it will also expand the possibilities of what else you can use it for.

Check out some of the many resources the SysAid has available for its users, so that those users can be better informed and more adept with this tool.

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

While primarily used as a "ticketing system", it has increasingly in the process become a huge archive of solutions and trouble-shooting, greatly aiding subsequent trouble-shooting, as well as tracking patterns.

Also, our userbase finds it an effective way to communicate and keep on top of our service.

SysAid review by Carlos G.
Carlos G.
Validated Reviewer
Review Source

"Administración Completa Sysaid "

What do you like best?

La facilidad de uso y la forma sencilla de administrar la forma de implementar es bastante rápida y el que los usuarios la adopten también la base de datos es bastante segura de transportar creo que eso es no tengo mas cosas que contar

.

What do you dislike?

por el momento nada quizás hay opciones que son repetitivas que podrían mejorarse falta una firma digital.

hay opciones que vienen por default y sería bueno dejarlas desactivadas para que los usuarios no las manipulen , es necesario chequear bien cuando se hace actualización de versión.

Recommendations to others considering the product

por mi parte es un producto seguro y fácil de usar.

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

Mantiene a los clientes al día con los requerimientos solicitados.

SysAid review by Francisco R.
Francisco R.
Validated Reviewer
Review Source

"Einfache Ticketing - Vielfältig und schnell Erweiterbar"

What do you like best?

Es ist einfach zu administrieren und sowohl die Admins als auch die Enduser sind begeistert mit der Übersicht der Meldungen - Ebenso die Rückmeldung erfolgt automatisch und alle sind zufrieden.

Die Erweiterbarkeit auf nicht IT-Bereiche (Technik), könnte überzeugend dargestellt werden.

What do you dislike?

Bis jetzt ist alles zufriedenstellend! Wir haben bis jetzt kein Problem erlebt, die nicht durch den Support erledigt werden könnte.

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

Insbesondere die Entlastung der IT-Helpdesk war für uns der Fokus als wir eine neue Ticketing-System gesucht haben. Die einheitliche Störungsmeldungen aus alle Bereiche (IT & Technik) ist natürlich die beste organisatorische Entlastung für alle. EINE Methode - EIN System! So etwas wäre nicht möglich mit ein geschlossenes System gewesen.

SysAid review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Great Service Desk Software"

What do you like best?

What I like the best, is the ease of configuration and the reliability of the tool, we rarely had an incident regarding the unavailability of SysAid. Besides, we had have a great support from Technical Support and Sales forces from SysAid.

What do you dislike?

Although it is easy to configure the software, sometimes may be difficult to configure some options and rules.

Recommendations to others considering the product

At least give it a try.

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

SysAid was the chosen one to be our Service Desk Manager tool, and it is more than 4 years since we started using it. Our benefits are that we now have a better incidents, service requests and problem management workflow and control.

SysAid review by User in Government Relations
User in Government Relations
Validated Reviewer
Review Source

"Well defined roadmap and activities"

What do you like best?

SysAid provides you the entire list of task that must be done; asset management and monitoring agent are effective and reduce the time spent by the staff in executing patching and monitoring assets.

What do you dislike?

I'd like to have more information in regards of how certain configuration changes can affect specific functionality early in the project, Example: issue creation via screen clip and video recording feature only work if the issue type is an Issue or Incident. If you change the type as a service request, that functionality can't be deployed

Recommendations to others considering the product

The UI migh need a refresh, is a work in progress, but the Asset Management functionality is definetely a huge time saver for IT Staff

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

Decrease in maintenance activities as patching and planned upgrades, anticipate asset performance decrease before end user is impacted, stablish staff SLA, identify common issues and deploy preventive solutions to those

SysAid review by Jon K.
Jon K.
Validated Reviewer
Verified Current User
Review Source

"Can't search the knowledgebase"

What do you like best?

I like the level of detail that can be associated with support tickets.

What do you dislike?

The search function for knowledgebase articles has been broken for the better part of a year now.

Recommendations to others considering the product

Go with the cloud based solution. Like too many companies they seem to care less and less about their on-prem customers and focus all of their development on cloud customers.

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

We are able to process more user requests/incidents than with our previous system due to how automated routing can be done based off of multiple factors.

SysAid review by Matthew H.
Matthew H.
Validated Reviewer
Review Source

"Great Helpdesk Software with some baggage"

What do you like best?

Asset Management, Remote Control, ticketing System. Multiple filter drop downs for organizing tickets. Escalation rules. Ability to implement active directory. Large friendly font structures if needed. Server/Client software for managing all of your windows/mac computers

What do you dislike?

Constant bugs in new releases, Very long Customer Service Response Time, Lack of new features that people need.

Recommendations to others considering the product

Think hard about their hosted service for better support in the long run. We got on when it was ON-premise only, and their service time is horrible.

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

A centralized efficient HelpDesk Software. Before we used a part of our ERP for helpdesk tickets and it was horrendous. This has allowed us to have a centralized ticketing system with reporting, asset management, and the ability to remotely help users.

SysAid review by Ryan L.
Ryan L.
Validated Reviewer
Verified Current User
Review Source

"Flexible, mature service desk tool"

What do you like best?

Super flexible product. Has come along way in the many years it has been in development. New features are added frequently - with the cloud version being updated more frequently than the on premise releases. Supports many different database types when installed on prem. My account manager is very responsive, and the company has great communication with upcoming features and tutorials on how to setup new functionality.

What do you dislike?

It can be challenging to setup. Due to it being a very flexible product, it does take a substantial amount of upfront time to get it setup exactly the way you want. It really benefits from having someone experienced administer the system (likely the person who installed it).

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

Having a service desk tool has been very beneficial for my organization. The fact that it is very customizable allowed me to tailor my workflow and the information I want to capture, for maximum efficiency. Their system integrates with many third party tools, so I plan on activating the quickbooks data sync.

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

"Useful management tool that facilitates and enhances productivity"

What do you like best?

We use Sysaid to track and manage assets, change database, and the helpdesk tool. These are the most useful tools that we are employing in our environment at this time. I know we have only begun to unlock all of the features.

What do you dislike?

I dislike the asset network discovery feature. It has never worked well for us. Also, the remote control tool has never worked quite well.

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

We used to have a problem with coordinating between each individual in the IT Team what was worked on, what was resolved, and what still needed to be done. Sysaid helpdesk has resolved this problem and enhanced our ability to manage and assist in ways we were unable to do so before.

SysAid review by Evelyn V.
Evelyn V.
Validated Reviewer
Verified Current User
Review Source

"SysAidIT for clients"

What do you like best?

SysAidIT is a breeze to implement. You can have it up and running in less than 30-minutes.

What do you dislike?

Configuration management graphics are limited by small space and mobile device web, such as Safari, lacks vertical scroll bars for incident records effectively hiding Submit and Apply buttons. The app is limited and has some usefulness, but the full web version is the best solution for us - if it had vertical scroll capability. There are no limitations when using standard desktop computers.

Recommendations to others considering the product

I wouldn't hesitate to buy SysAid. It is both acceptably usable out-of-the -box and highly configurable. We especially appreciate the LDAP integration with our domain controller.

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

Ticket/incident reporting. End users especially like the "green" shortcut on their desktops. Help desk especially likes that the green icon app automatically captures a screen shot. End User Management especially like SysAid's ability to accept ticket requests from non-account holding users by eMail. This is important to us as we support outside agencies such as County EMS and volunteer fire departments who are not part of our 9-1-1 call center.

SysAid review by Tommy G.
Tommy G.
Validated Reviewer
Verified Current User
Review Source

"Elegant yet lightweight Service Desk that is customizable for any organization"

What do you like best?

Our whole organization has adopted SysAid for not only managing Service Desk, but our SDLC and Implementation process. In a nutshell, SysAid is a fantastic tool that is lightweight on our organization that doesn't have much IT bandwidth to dedicate to issues and support. The SysAid Community is very helpful and our Organization as a whole is more connected across Departments to the Customer.

-Support & Community

-Fully Customizable

-HIPPA Compliant & Accessible Anywhere

What do you dislike?

-Email integration features could be expanded upon

-Branding limitations within the cloud environment

-Reporting capabilities need improvement

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

Our Organization was searching for 1 tool that the entire organization could use for collaboration and visibility. SysAid is that ONE tool for us!

We have really thought outside of the box and have actually utilized Tasks and Projects and renamed R&D/ Software Releases. We are now able to link Bugs and Feature Requests from our Service Desk to these Software Releases to track resolutions and compile release notes.

SysAid review by Jeff W.
Jeff W.
Validated Reviewer
Verified Current User
Review Source

"Great Asset Management and Helpdesk Tool"

What do you like best?

The cloud version of the product has made deployment and maintenance a breeze. We currently use the product mostly as an asset management and internal IT department task management system. The asset management allows us to track and maintain approximately 900 assets that we can query for installed applications, hardware types, AD user, etc. We have used the API to create integration with SQL to allow us to do aging/asset life cycle and other management reports. The service desk has helped our staff manage IT projects and tasks much more effectively. With staff and management reminders and notes for history we are much more accountable.

What do you dislike?

Support in North America has at times been a bit challenging. The company has improved this by adding people in the US. Another thing that has made this less of a problem is the ease of use for the product and also the minimal problems we have had in using the features discussed above. My account representative is awesome as well and has been great at helping me get the help I needed on a couple of occasions.

Recommendations to others considering the product

None in particular.

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

One of the problems we are solving is effective management of our assets. We were spending a lot of time and failing a lot at trying to maintain our assets using a database we wrote ourselves. The low cost of SysAid in conjunction with ease of simply installing a client to the desktop to collect and input the data has paid for itself in time saved. The second problem we solved was the accountability we were losing without a system to monitor and track internal IT projects and tasks. We aren't losing track of projects and tasks now. We plan to further implement the product to help reduce helpdesk calls and improve self help features.

SysAid review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"SysAid Software"

What do you like best?

I like the fact that it is a stable application for our purposes. Rarely does it fail and when it does, the support team is always there to help.

What do you dislike?

I would love to have more interaction with the SysAid Team to work on enhacements to the Application in order to make it better for servicing our customers

Recommendations to others considering the product

It is an easy Application to work with.

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

We work with a Shared Services Organization within our company and we use it for our stakeholders and providers to contact us to request information and solutions.

SysAid review by Tracy V.
Tracy V.
Validated Reviewer
Review Source

"We love SysAid"

What do you like best?

The product works great, we rarely have any trouble with it and when we do their tech support is always really friendly. It's easy to use, it's customizable, and it's thorough.

What do you dislike?

Sometimes tech support is a little slower to respond after the initial contact.

Recommendations to others considering the product

Try SysAid, it's a really great product that does a whole lot more than you think!

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

Our end users can enter tickets and then check on/read the notes that we enter, we have a pretty good Knowledge Base now, and we keep track of our inventory with it.

SysAid review by Leonel Rolando L.
Leonel Rolando L.
Validated Reviewer
Verified Current User
Review Source

"A good IT Service Management tool"

What do you like best?

Easy to configure, very customisable, many ways to notify users.

What do you dislike?

you cannot access all your info directly from database, also service request log table, there are many data that we could make up and get really valuable análisis, this year the cloud instance has a really low performance.

Recommendations to others considering the product

They may have a clear roadmap about what they want to measure, register and analyze

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

We now get centralized data from helpdesk and IT support, we can now anilyze and take actions, we have improved the time to solve issues, and a good track for service request.

SysAid review by Bill D.
Bill D.
Validated Reviewer
Verified Current User
Review Source

"Good value for in-house Help Desk"

What do you like best?

Flexible setup with many options........

What do you dislike?

Setup is complex, can be confusing, hard to revise.

Recommendations to others considering the product

take time considering your various needs before you start configuration. talk to SysAid - you might benefit from their guidance.

It's very big and complex - consider implementing its features in layers but don't pause long or you will lose momentum

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

Tracking reported problems through life cycle, assessing response time, evaluating performance of technicians (aka administrators)

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

"Its great, the app es very easy to use."

What do you like best?

Articles of the knowledge DB is very helpfull for us and for new employees and is an important element for training, excellent.

Reports are very usefull.

What do you dislike?

Availability for versions for LINUX CENTOS, Sysaid just realeased a new version for Phytom that is not compatible with the last version in linux, and our data can not be transferred to the version of Phytom.

Thats all congratulations.

Recommendations to others considering the product

Easy of use, based in ITIL and easy to implement.

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

ITSM basically and Sysaid has been very important in IT service improvement of this company.

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

"Nice, reliable product"

What do you like best?

Two guaranteed annual releases for updates, so they are always rolling out new features.

What do you dislike?

Sometimes for support it has been a bit inconvenient due to the timezone distance with the company overseas.

Recommendations to others considering the product

Very flexible product, and I like that we aren't bound to it. Should we decide to not renew (which has NOT been the case, nor will it in the foreseeable future) then we simply would not do so the subsequent year. In addition whereas most companies constantly raise the prices each year, Sysaid has remained pretty consistent since we first went live so I don't feel like they're squeezing us for every dime.

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

Managing end user service requests. Prior to this we did not have a method to manage requests to IT, and this allows us to document each issue, assign adequate resources, and track it to completion, ensuring end user satisfaction each time.

SysAid review by <span ue="safe-name" data-safe-name-id="8e72e6f7-5a55-49ad-8a97-1f6b41e83643">Marnus V.</span>
Marnus V.
Validated Reviewer
Verified Current User
Review Source
" itemprop="name" />

"Helpdesk done right"

What do you like best?

Custom report ability via SQL and report builder. Extendable to nearly any need. We modified ours to adopt Theory of Constraint management ideas. Alerting and resource monitoring a big plus.

What do you dislike?

JAVA. Single threaded execution via JVM, causes problems sometimes, results in hangs loading big tables.

HTML email display needs some work as well. Email attachment pass through needs some work. Biggest loss of functionality is htmls with attachments.

Recommendations to others considering the product

Be very clear as to what the expectations are and test those expectations properly. If you do not get business buy in to the PROCESS of a helpdesk system, the software will never work for you. You need some kind of gatekeeper to protect your technical resources from the barrage.

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

Production system monitoring and escalation. End user form based problem submission.

SysAid review by Adam J.
Adam J.
Validated Reviewer
Verified Current User
Review Source

"Best Helpdesk software I've used"

What do you like best?

I like the way that everything is all linked up and makes it easy to navigate the whole system

What do you dislike?

The extreme customisation can sometimes be a bit tricky to implement by yourself

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

For our ISO27001 accreditation we are able to actively keep a record of all our assets but also security incidents and changes which make it a breeze during the audit

SysAid review by Agency in Government Relations
Agency in Government Relations
Validated Reviewer
Verified Current User
Review Source

"Productive software"

What do you like best?

I like being able to manage technical request workflow and provide a repository for multiple users to access at any given time. I like being able to generate reports on technician turn around time etc

What do you dislike?

There is nothing that I dislike about the about the software. There are always additional features that can be added to make software better

Recommendations to others considering the product

Great solution for managing IT requests

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

Making sure IT problems are resolved in a timely manner. Its best use is for easily tracking and managing all IT requests and making sure they are being resolved in a timely manner

SysAid review by Administrator in Construction
Administrator in Construction
Validated Reviewer
Verified Current User
Review Source

"Simple straight forward ticketing system"

What do you like best?

Simplicity for the users. Reporting software is excellent and very configurable.

What do you dislike?

Online interface for creating reports can be slightly overwhelming.

Recommendations to others considering the product

Take the time to learn the ins and outs of all of the features. There are so many tools within the software that you might overlook all of the potential. Poke around with everything.

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

In a growing business where the culture was always to just walk up to IT and ask for a solution, Sysaid was able to make it extremely straight forward for users to adapt to. This leads to a balanced and organized IT environment.

SysAid review by Suresh A.
Suresh A.
Validated Reviewer
Verified Current User
Review Source

"Great software for troubleshooting systems on a business environment"

What do you like best?

1. Very user-friendly UI.

2. Ability to upload screenshots of the issue/take screenshot from the software itself

3. Ability to select various categories of the problem

What do you dislike?

1. Doesn't have an UI of its own. Needs a browser.

2. Cant upload more than 3 screenshots to describe the problem.

Recommendations to others considering the product

Go for it. Fast and easy software to use.

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

I have to report my daily summary of events to my management. In case of any issue with the computer, I can report it back immediately via the software. Thus we can solve the issue quickly.

SysAid review by Administrator
Administrator
Validated Reviewer
Review Source

"Magical experience"

What do you like best?

Easy to use and easy to program.................................................................................

What do you dislike?

at the moment nothing.................................................................................

Recommendations to others considering the product

My recommendation is simple, if you want to have an organized company, with good attention, with the latest technologies and automations must use sysaid, easy to program, easy to use, easy to administer, in my case I am a developer and can handle so easy the tool.

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

First of all, with sysaid you can organize a company that maintains a margin of work fluidly and quickly since this tool provides an easy handling of self help and the automations are excellent. also in this case at the business level to benefit users to interact more efficiently and can work better with their requests and incident

SysAid review by Brad G.
Brad G.
Validated Reviewer
Verified Current User
Review Source

"Why SysAid?"

What do you like best?

We can now direct support emails to the correct group which has improved response time.

What do you dislike?

We have created a number of Email rules, and after a while have numerous email rules becomes cumbersome. It is difficult to track why a particular email rule has been invoked.

Recommendations to others considering the product

I would definitely recommend the Help Desk within SysAid. This combined with the ability to add the Service Request into a Knowledge Base makes resolution of the same issue a lot easier "down the track"

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

We have streamlined our support process by directing support emails to the relevant groups. After almost 12 months we can now start to get valuable information from the new reporting function.

SysAid review by Andres G.
Andres G.
Validated Reviewer
Review Source

"Easy to set up, easy to use. "

What do you like best?

You have everything in one place and allows you to stay focused on what you need to do. If you have the ITSM aproach Sysaid helps a lot for everyone ( management, help desk, end user, support staff).

The SLA configuration and compliance helps a lot for the support staff, so they can focus on improve the service.

What do you dislike?

Just minor tweaks for the personalized reports.

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

CMBD, Help Desk, Asset Inventory, ticket tracking and SLA compliance.

SysAid review by Vicente G.
Vicente G.
Validated Reviewer
Review Source

"Knowledge and professionalism"

What do you like best?

The best is the functionality of the product and the problems that it solves to our customers, as well as the professionalism of the SysAid team.

The two perfect things.

What do you dislike?

It is so simple that many times we can not do more services to customers

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

Solve customers the problems related to the management of their IT infrastructure.

As a Business Partner, we can offer a guarantee product that solves problems, does not create them.

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

"Great Software and easy to use and install"

What do you like best?

It's Easy to use and has a quickly implement. With the basic packed you have a Fully funcionality for a great Price.

Could exist another ITSM solutions cheapper but, none had a support and a professional services like SysAid.

What do you dislike?

We didn't found anything that dislike us.

Maybe the lack of integration with third party applications, we try to integrate with another SAP and it wasn't ease do it

Obviously, we need to look for profesional services to do it, but we thing that it's normally because SysAid it's Ease of us and is packed full of functionality for that reason and it can't have a natural intration

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

SysAid helps us to quickly implement a help desk management service to our users.

Currently, it has facilitated the implementation of a comprehensive policy governing ITSM and now we can manage all the computers and mobile devices, and measuring suppliers through service-level agreement.

The main improvements of the latest version is the mobile device management and business intelligence which facilitates the monitoring and tracking service

SysAid review by Administrator in Education Management
Administrator in Education Management
Validated Reviewer
Verified Current User
Review Source

"Complete Solution."

What do you like best?

Every now and then a product comes along that is so good that any other choice just is ridiculous. Like Veeam for backups and Sysaid for service request and change management

What do you dislike?

Not to big on the hardware monitoring only because limited support of managing networking equipment.

Recommendations to others considering the product

Support for network equipment in the hardware monitoring.

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

Using sysaid my team is able to justify to management the need for additional staff. With out Sysaid we would not be able to prove how much work is actually happening in the IT department.

SysAid review by Administrator
Administrator
Validated Reviewer
Review Source

"IT Specialist "

What do you like best?

Tracking incidents, we have a zero failure rate of addressing all issues. Asset Management is very good too for tracking our assets, software...etc.

What do you dislike?

Pretty much like everything about SysAid, if you don't want a module then to not acquire it, it's fully customizable.

Recommendations to others considering the product

Easy, simple and customizable so you don't need the full blown out package, you can select modules to suits your business needs.

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

Asset tracking is great, we do not manually track our assets using excel sheets any longer. Including software licenses as well, now we can run a report in SysAid Reporting and there you go. Send that over to finance and budget is done in a few minutes.

SysAid review by Laura  D.
Laura D.
Validated Reviewer
Verified Current User
Review Source

"Web Services Ticket System"

What do you like best?

Sysaid is a straight forward web service ticketing application. I never had any problems with it. It gets the job done.

What do you dislike?

I do not enjoy the interface or the way the email alerts come through.

Recommendations to others considering the product

I would check out the interface and make sure the application is meeting your specific needs before choosing it otherwise I think there are better options.

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

Sysaid allowed our organization to easily keep track of requests for work on the website. It kept the workflow streamlined.

SysAid review by Jon S.
Jon S.
Validated Reviewer
Review Source

"Great Software - Better Customer Service!"

What do you like best?

-Features: Incredibly powerful and feature rich service desk. If locally hosted you can control virtually every aspect of the service desk and customize it to your liking.

-Customer Support: Amazing customer support and online community. You can tell the team behind SysAid is passionate about their product.

-Price: Comparatively speaking SysAid is equal or lower in annual cost to operate (we use the Cloud edition).

-Reporting: MUCH improved reporting.

-Asset Management: Possibly my favorite feature. SysAid will scan my network and add assets to my service desk. SysAid will alert me when certain events occur with the asset and keep my assets up-to-date.

What do you dislike?

-Lack of integration with third party applications however SysAid is currently working on this. - Ease of use: SysAid is packed full of functionality and it can be a little intimidating or difficult to get setup however the online help and online community make things a much easier.

- Lack of high-level, customizable dashboards which are common with other service desks.

- Lack of email response integration which is common with other service desks. SysAid does integrate with email servers however for email responses to link to the ticket the message must be generated using the messaging system within the service desk. Communication with the end user via an email client will not tie back to the service desk ticket.

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

First off let me start off with saying that we've have had our issues with SysAid over the years but SysAid has improved leaps and bounds since we decided to go with them and I'm glad we stuck with them despite the issues. We first rolled SysAid out locally and have since migrated to their cloud edition. We utilize almost all of the features offered by SysAid.

SysAid review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"Powerfull and simple"

What do you like best?

It's so simple to install, configure and very user friendly for our users. It has a very good price and benefit relation.

What do you dislike?

They have opportunities with enhance the reports.

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

We have sysaid to give all our help desk and the most important thing is that our users send us your tickets trough the web interface or the app, we have implemented six ITIL process to give our company a good service.

SysAid review by O'Toole E.
O'Toole E.
Validated Reviewer
Verified Current User
Review Source

"Sysaid and its ability to manage more then IT"

What do you like best?

I like its ability to track progress on help desk tickets. I makes people accountable.

What do you dislike?

Too many features that are not customizable for specific people.

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

WE are using it more now then ever for projects and tasks.. It seems to do a decent job at project management.

SysAid review by Executive Sponsor in Construction
Executive Sponsor in Construction
Validated Reviewer
Verified Current User
Review Source

"SysAid Reviw from 10 year user."

What do you like best?

The asset management is our most used feature. The Help Desk uses the asset list to quickly access information about equipment, location and software installed.

What do you dislike?

We would really like to see a feature allowing for equipment or asset history. We often need to know where or who had the equipment previously. Some times this is related Discovery.

Recommendations to others considering the product

Participate in the community and make requests for enhancements.

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

One of our biggest challenges each year is tax on assets and the SysAid helps with that.

SysAid review by Héctor G.
Héctor G.
Validated Reviewer
Verified Current User
Review Source

"It helps me to ga a measurament of IT support"

What do you like best?

the integration and notification by mail is easy to know about the users requerements

What do you dislike?

the way to licensing, only Admin agents are not the optimum

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

Yes the indicators of IT

SysAid review by Jeff D.
Jeff D.
Validated Reviewer
Verified Current User
Review Source

"SysAid HelpDesk"

What do you like best?

SysAid provides a fully featured help desk system that is easy to use and very affordable.

What do you dislike?

Setup and configuration can be a bit cryptic, but support is very good.

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

Response to end user problems.

Ease of submitting tickets by end users creates user satisfaction.

SysAid review by Administrator in Food & Beverages
Administrator in Food & Beverages
Validated Reviewer
Verified Current User
Review Source

"Good Help Desk software for the cost"

What do you like best?

We are using primarily the help desk feature. Users are able to enter in tickets multiple ways and also respond or communicate with our techs through SysAid.

What do you dislike?

The active directory integration fails some times for us. I feel it could be improved.

Recommendations to others considering the product

It is simple to implement. There are multiple ways to provide users ability to submit requests.

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

Providing an SLA and traceability in the work of the help desk. We are able to respond to our community users.

SysAid review by Vicki L.
Vicki L.
Validated Reviewer
Verified Current User
Review Source

"30 years IT Management"

What do you like best?

It is intuitive to use and has many features

What do you dislike?

I can't really think of anything. I like all of it.

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

We have inventory on it, use it for updates and run reports. We also use it for our Facilities Department

SysAid review by Elias D.
Elias D.
Validated Reviewer
Verified Current User
Review Source

"Excelent"

What do you like best?

Complies with what is necessary for the control of equipment and program, administration and follow-up of claims, basic project management and easy personalization

What do you dislike?

The process flow and the knowledge database

Recommendations to others considering the product

Complies with what is necessary for the control of equipment and program, administration and follow-up of claims, basic project management and easy perzonalization

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

Control and administration of equipment and programs, support for internal users

SysAid review by Jason C.
Jason C.
Validated Reviewer
Verified Current User
Review Source

"Best IT Helpdesk System"

What do you like best?

The ability to customize the application to fit your company and the way YOU operate. A lot of applications force you to modify workflows and processes to work with their application. SysAid allows you to modify the software to work for you. We have heavily customized the product to allow us to do things that most products on the market would never allow. The SysAid customer service is outstanding and they rarely cannot come up with a solution to any project or issue needed.

What do you dislike?

There is not much to dislike when it comes to SysAid. The one area that causes frustration is onsite customers are always a few versions behind the cloud customers on features. The beta channel is pretty good but the cloud customers see features that take a few cycles before the beta channel sees it.

Recommendations to others considering the product

Take your time implementing the product and fully think through your processes. If you cannot figure out how the product works contact SysAid Support.

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

We have created an entire ecosystem between our technical support center and our field technicians using SysAid. This allows an end to end solution to provide the best possible experience to our customers. Our process efficiency has almost tripled since we implemented SysAid into our organization.

SysAid review by Barry I.
Barry I.
Validated Reviewer
Verified Current User
Review Source

"Sysaid- A cost effective solution for our environment"

What do you like best?

Works very well out of the box, easy to set-up, did not cost a massive amount, very customizable. Integrated with our domain very well and very rarely just doesn't work for no reason. We have worked with Sysaid several times over the last few years to implement customizations for our business and they have always delivered pretty much exactly what we wanted at a cheap price and in a timely manner.

What do you dislike?

The last few upgrades have introduced some bugs that have caused our admins some troubles, most were fixed within a few releases, but that meant we had some things broken for 3-6 months. In the last year or 2 the response of Sysaid support has been rather sluggish.

Recommendations to others considering the product

We haven't looked at new solutions since we implemented sysaid, but I would say definitely give it a good look, we've been happy with it for the last 4 years and will likely continue on for the foreseeable future.

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

We had a home grown service desk solution when we implemented Sysaid several years ago. Our old process was painful and both end users and admins hated it. Sysaid remedied that for us with a cost effective and solid service desk solution.

SysAid review by Tommy B.
Tommy B.
Validated Reviewer
Verified Current User
Review Source

"Great low price solution"

What do you like best?

First, the pricing is great. We started with the smallest version and a few assets/users, and are now trying to leverage the API and optimize the platform. It's a great central point to manage Assets. The technical support is great.

The database is easy to understand, been able to get all data. We created different fields to add custom data, like Asset ID and Reception ID. Synched with Active Directory.

What do you dislike?

The Service Request module is a pain. The email to case screw everything, the request list is pretty hard to customize, and the form... take forever to load. Unable to work when AdBlock is enabled, and it is on majority of my users. The Software management (based on the agent inventory) is unusable. I had to create different web pages, using the API and DB, to have acceptable console. Happy to have Coveo to index it, and make it possible to search.

Recommendations to others considering the product

Great for small organization.

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

First, it is the Asset Inventory, using both agents and the CI Module.

Second, the service request is used as a DB.

Previously we were using the IT Support Module in SharePoint, and it was a pain. Next, we started using a shared mailbox, but was very hard to know if a case was closed or not. Then switch to SysAid with the Email to case helped with our SLA and Tracking. We now can, based on asset or user, know if there is a pattern.

SysAid review by Rhonda J.
Rhonda J.
Validated Reviewer
Verified Current User
Review Source

"SysAid can be a very useful tool."

What do you like best?

I like it that when I am working with someone on an issue they are having I can refer to SysAid to see exactly what I am dealing with in terms of the asset they use. Also I find it extremely helpful to go back to my service requests and see how I fixed an issue when the issue arises again.

What do you dislike?

Lack of interest in using the SysAid Help Desk Tool from our users. Although it is easy for them to use, they would rather call or email the IT department. This is a challenge for us but not the fault of SysAid.

Recommendations to others considering the product

SysAid is a very useful tool to help you keep control of your assets and software installations. And if you set it up, licensing of your software's. I refer to it daily for one thing or another.

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

Being able to quickly diagnose issues/requests that have come up before because they are right there with just a key word search. Knowing who has what asset and what hardware and software is installed is a major plus for us.

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

"Preferred helpdesk software"

What do you like best?

How easy it is to use and modify to fit our needs. Plus the recently added ability to keep giving the users a new and interesting start page when entering cases.

What do you dislike?

That only TeamViewer is used as a remote desktop software. I wish they could somehow make it so we could use the remote desktop software of our choice.

Recommendations to others considering the product

Great product! You owe it to yourself to try it if you are looking for helpdesk software.

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

We have not solved any problems but we do get the best benefit from the tracking issues and articles in the knowledge base.

SysAid review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Sysaid - Help Desk"

What do you like best?

The ease of use, good layout, simple search and reliability.

What do you dislike?

Can't type comments directly in the Notes section, you have to click the Add Notes button and then add your comments.

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

Sysaid solves our Help Desk issue. We rely on it for audits to show approvals of requests and to show work performed by different employees for employee reviews.

SysAid review by Administrator
Administrator
Validated Reviewer
Review Source

"more trouble than it is worth"

What do you like best?

nothing. We were never able to fully roll out because there was always an issue. Product really needs to be installed individually on every device. Remote roll out do not work and they always blame it on Windows.

What do you dislike?

most everything. particularly the fact it takes over a week to have a support specialist call you if you are having an issue. Most of the time they are not able to resolve it if it is not in their handbook.

Recommendations to others considering the product

If you have time to touch each machine individually to setup the software than it may end up being ok.

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

Managed IT

SysAid review by Justin B.
Justin B.
Validated Reviewer
Verified Current User
Review Source

"Sysaid"

What do you like best?

Sysaid is easy to use and to setup, great integration.

What do you dislike?

Having an offsite SQL server makes the speed a little slow.

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

Tracking repairs and the time taken for the repairs gives great insight.

SysAid review by Administrator in Telecommunications
Administrator in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Sysaid Helpdesk "

What do you like best?

Support is responsive, friendly, knowledgable and always willing to help. Sysaid stays on top of customer requests/suggestions and always releasing new updates.

What do you dislike?

I have not found anything I don't like.

Recommendations to others considering the product

Easy to implement. Great support staff.

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

We've only had one issue moving from an old Derby Database to SQL and Sysaid was more than happy to help us with the transition. 0 information lost and minimal downtime. Great support team.

SysAid review by Administrator in Human Resources
Administrator in Human Resources
Validated Reviewer
Verified Current User
Review Source

"Excellent, cost-effective Help Desk "

What do you like best?

The system is easy to use but very powerful. It handles help desk issues easily but also works well for asset management and knowledge base articles.

What do you dislike?

I have had issues using the bar-code reader for asset management. It fails to connect for all systems.

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

We have been using SysAid for our help desk for several years. We later added on several administrators and started using it for tracking assets.

SysAid review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"SysAid is very important for Asertec company"

What do you like best?

SysAid is very easy to use for the end user and quite intuitive to administer.

What do you dislike?

SysAid is sometimes a little slow response when sending the solution.

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

The main problem solved was the disorder that was before to meet the requirements of users and the greatest benefit is the timely response to the incidents.

SysAid review by Archer G.
Archer G.
Validated Reviewer
Verified Current User
Review Source

"SysAid at SAMSON Controls"

What do you like best?

Keeping track of users request for helpdesk issues.

What do you dislike?

Some of the reports could show more detailed information.

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

Keeping help requests out of email and into one central database.

SysAid review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Verified Current User
Review Source

"We are so happy with Sys-Aid"

What do you like best?

It's easy, not expensive and work with out any problems

What do you dislike?

Would prefer the GUI to be more up to date

Recommendations to others considering the product

For us Sys-Aid proved to be the right move.

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

We are using Sys-Aid to support our clients. We were able to significantly improve our service level since we started to use Sys-Aid.

SysAid review by Juan Luis C.
Juan Luis C.
Validated Reviewer
Verified Current User
Review Source

"Muy buena herramienta"

What do you like best?

Nos ha permitido ordenar la atención de nuestros usuarios. Además ha permitido medir el rendimiento de nuestros colaboradores en el área de atención al usuario final.

What do you dislike?

En ocasiones, los usuarios reportan algún problema con el despliegue de la aplicación.

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

Ha permitido visibilizar procesos incorrectos de la compañía y tomar las correcciones inmediatas.

SysAid review by Administrator in Education Management
Administrator in Education Management
Validated Reviewer
Verified Current User
Review Source

"SysAid Review"

What do you like best?

SysAid does a good job of letting us customize workflows for your tickets. We have several user groups that use the product and the workflows help us organize the tickets

What do you dislike?

SysAid will occasionally have issues talking to the database and the users views will reset

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

We use SysAid for our helpdesk ticketing system. It has helped organize the tickets we receive

SysAid review by Administrator in Hospitality
Administrator in Hospitality
Validated Reviewer
Verified Current User
Review Source

"SysAid Ticketing System"

What do you like best?

We have been using this since 2010. It is relatively inexpensive, yet highly customizable from an administrative standpoint. Every page can be changed, fields moved around, terms/phrases altered. You can customize the look and feel with a bit of html code. We actually rebranded it with a new logo and rolled it out as our global ticketing system. It is basically a shell, that you can manipulate and customize to work for you.

You can create your categories, subcategories and third level categories for detailed reporting options. It is also more than just a ticketing system. You can add modules to access SLA/SLM, Asset management and Patch Management, MDM, Monitoring, Tasks and Projects, etc.

I do find the Tasks and Projects module extremely useful. Setting up projects, with multiple tasks that open service requests automatically when they are due. The asset Management module allows me to enter my warranty expiration date, that I can then create a rule to open a ticket 30 days before expiring so I can review the device and determine if I need to replace anything prior. The amount of information the agent pulls from the assets is very handy as well. It will tell you every piece of software installed on the device, how much memory, hardware specs, etc.

What do you dislike?

Customer support is mostly outside of US and can be difficult to track down. The first few years, it was as if every time I called they were on holiday or closed. It has improved 100% the last year or so, but still one of my least favorite areas (good thing about it is... I usually only have to call them once a year). The reporting templates are good, but I usually pull the data out of them and paste into my own excel document to improve the look and quality.

Recommendations to others considering the product

Search for their products and videos online. Their admin guides are great and everything is pretty well documented.

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

Since it has been in place for 5 years, I can pull reports to show yearly trends. I know my busiest month every year is January and July. I know, our company as a whole receives more print related tickets than any other issue. I can see reoccurring issues/trends. I can pinpoint locations that have constant ISP outages that may lead to a decision to find another provider.

It allows me to track, record, and pull information based on how I have configured it. I can then take that information and make decisions to improve IT, customer service, end user experience or guest experience.

SysAid review by Administrator
Administrator
Validated Reviewer
Review Source

"Great one stop shop tool!"

What do you like best?

I love the great Helpdesk capabilities it as as well as System Admin tools it has all baked into one tool.

What do you dislike?

I wish it was a little more intuitive and easier to pick up/figure out. I know there is the university, but that requires time that a sys admin/helpdesk person doesn't have.

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

I use it's vnc type capabilities to remote to user computers and help them with their problems as well as patch our cloud servers. I am still trying to figure out software deployment.

SysAid review by Paul d.
Paul d.
Validated Reviewer
Review Source

"It iis a great produce, but getting vendor support can be difficult."

What do you like best?

Creating routing rules, escalation rules, categories/sub-categories are easy to customize. Obtaining quotes for additional modules or licenses is quick. for The cost of getting the software is very good for what you receive.

What do you dislike?

Tech support from SysAid can be quite slow. It can take a lot of time in order to get live support. Getting quotes from professional services is a slow process.

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

Problem 1: Using email to run an ever busy IT Helpdesk. I used SysAid to bring order to a rather chaotic environment. I was able to route multiple incoming emails requesting help into one centralized place where we can see who does what when.

Problem 2: Using MS Project to track our various IT related projects.The problem was our manager filled out notes for each of our projects and would lead to rather long department meetings. Use SysAid Projects/Tasks module. Able to customize form to better meet our needs and allows each of us to enter information prior to our meeting.

SysAid review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"good product"

What do you like best?

been using sysaid last 5 years to manage user incidents and coordinate support engineers, experience has been good,

What do you dislike?

GUI feels a little old, I think it already needs an upgrade on client side.

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

we are solving production environments support cases with internal and external clients

SysAid review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"Sysaid is the most complete IT suite for any IT support center."

What do you like best?

I have worked with Sysaid for over 6 years and what amazes me is the amount of features that reside in one product. From incident to problem management to change and asset management, the bang for your buck is excellent. I also love the development cycle at Sysaid and how they continue to improve the product year after year. I love the rules based routing for automatically routing tickets based on category and/or priority.

I also found the SNMP scans to be extremely useful.

What do you dislike?

My only issue I ever had with Sysaid would be its reporting module but word has it that they are totally changing their reporting engine. The customer service for support could be more responsive.

Recommendations to others considering the product

Spend the money to get all the modules. They tie together very nicely. Take the time to really learn about the best practices when setting up groups and ITIL rules.

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

Using the asset management module to create life cycle management on our equipment. Gives us a proper view of what we have for assets. Using the ITIL module to help close incidents and problems more effectively.

SysAid review by Aron J.
Aron J.
Validated Reviewer
Review Source

"SysAid as a helpdesk solution"

What do you like best?

Flexibility - the software has an incredible amount of features and customization to fit a wide variety of organizational functions, and at a very reasonable cost (at the time I used it).

What do you dislike?

There's not a whole lot to dislike about the software - but one thing is that, during my use of the software, some of the extra/optional modules were new and not yet well-developed. They were functional, but could have been more polished with additional features.

Recommendations to others considering the product

Try the free version first, to see if it meets your needs. If you require customization, speak with a representative from SysAid, as they have many options for customization (including look, functionality, etc.).

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

I started working for an organization that had no formal help desk presence. I was tasked with creating one. A huge draw to SysAid was being able to try it for free. We used it primarily to enter and track tickets. Another primary use was monitoring PC health and remote connection/troubleshooting. We also used it for ticket trending and evaluating customer satisfaction. It worked very well, and they continually updated the software. One feature that I found immensely beneficial was its capability for remote access/troubleshooting of PCs, since we have several satellite offices. We eventually upgraded the software to the paid version, and added some additional modules.

This software helped our IT department significantly reduce response time to tickets, reduce time to resolution of tickets, and markedly improve customer/user satisfaction.

SysAid review by Robert C.
Robert C.
Validated Reviewer
Verified Current User
Review Source

"Easy"

What do you like best?

Customisation of the product to make it feel more like it was designed just for us

What do you dislike?

not getting notifications on some of the update items when end users add to tickets.

Recommendations to others considering the product

Ease of use and lots of functions

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

Help desk and patch management. Time saving

SysAid review by Chris R.
Chris R.
Validated Reviewer
Review Source

"Good experience. Getting better with each update."

What do you like best?

The patching mechanism continues to get better.

The remote access/control function allows us easy access for remote support.

What do you dislike?

Nothing really come to mind. The product, for our use, has more than enough features and function to keep us happy.

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

The ability to track current issues in our system and with our users.

SysAid review by Jennifer M.
Jennifer M.
Validated Reviewer
Review Source

"SysAid"

What do you like best?

Easy to implement, Easy to use, Great for smaller businesses for managing service desk tasks and capturing screen shots of errors. Inexpensive tool to use for a smaller company without the budget for a large tool.

What do you dislike?

Could be temperamental when trying to roll out to additional clients.

Recommendations to others considering the product

I always recommend doing a proof of concept to ensure you are going to be able to roll this out to all of your clients and be able to get user adoption. We found this tool fairly easy to learn and easy to adopt for end users that were not technology savy.

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

Small company needed a way to handle service desk tickets and supporting documentation as well as knowledge base articles for common issues as they continued to grow. This tool fit our needs well without a large investment needed.

SysAid review by Rajkumar P.
Rajkumar P.
Validated Reviewer
Review Source

"SysAid is the Best"

What do you like best?

Reminders and Notifications for Assets, keeping Users abreast of changes in their incidents is simply perfect

What do you dislike?

I like everything about SysAid. They match all expectations and exceed them with their new developments.

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

Asset tracking and management. Helpdesk tracking and problem resolution

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

"Great tool for ticketing!"

What do you like best?

I like the ability to create attachments and route the tickets to other users. It allows us to keep all documentation relating to an issue in one place.

What do you dislike?

The Apply button is counter intuitive. Something like Submit might make more sense?

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

It's nice to have documentation for issues in one place.

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

"SysAid after 4 years of use"

What do you like best?

We use cloud version. System is stable and we've hardly ever had any downtime.

What do you dislike?

Support is not U.S based and sometimes it is hard to get assistance on the spot.

Recommendations to others considering the product

You would have to be able to live with the fact that support is not US based.

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

Helpdesk needs

SysAid review by Tom P.
Tom P.
Validated Reviewer
Review Source

"Pretty Good"

What do you like best?

Ease of use. Support is top notch. I like being able to route the tickets to different team members automatically.

What do you dislike?

Nothing really. Don't like having to pay for addiitonal modules. Would rather have everything for a price. MDM could be better.

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

Great ticketing solution. Great asset tool.

SysAid review by Frantz L.
Frantz L.
Validated Reviewer
Review Source

"Good substitute"

What do you like best?

For the free version, easy to manage tickets and communication with end-users

What do you dislike?

Limitation on # of administrators and features (of course, it's the free version....)

Recommendations to others considering the product

Good overall product. Easy to implement and use. Even for end-users.

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

Ability to track incidents.