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SysAid

SysAid

4.3
(171 reviews)

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 Karam K.
Karam K.
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Verified Current User
Review Source

"Un logiciel agréable à utiliser"

What do you like best?

Application très stable et facile à utiliser. La gestion au quotidien des incidents informatiques est devenu un jeu d'enfant. La configuration du système est accessible, avec de nombreuses fonctionnalités. Le système de notification fonctionne à merveille. Le système est très flexible pour ce qui qui des sa configuration. Bientôt deux années d'utilisation et je pense continuer à travailler dessus.

What do you dislike?

La gestion des réseaux n'est pas optimisée. Il y a du travail à réaliser au niveau de la découverte des équipements informatiques, surtout sur un réseau avec des multiple VLAN. Le reporting a connu beaucoup d'amélioration mais peut l'être encore plus (les fichiers de sortie ne sont pas très jolis).

Recommendations to others considering the product

Je le recommande vivement à ceux qui cherchent un système fiable avec un support accessible et disponible.

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

Nous avions un sérieux problème pour la gestion des flux des incidents et disposer d'un système peu stable ne facilitait pas la tâche. Sysaid est très stable, vous l'installer une fois et vous ne vous souciez plus de son fonctionnement. Ce logiciel nous a permis de contrôler pour le mieux la gestion au quotidien des incidents.

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

"SysAid is a great IT Service Ticket and Management Tool"

What do you like best?

I like how easy the SysAid interface is to read and use. Aesthetically, the fonts are clean and easy to read, and the overall visual design is easy on the eyes. Basic service ticket management is simple to use and not overly complicated. However there are many advanced configurations that can be setup to enable more complex usage scenarios. If you set it up well at the outset, it can be a very powerful tool, and extremely helpful as well.

What do you dislike?

It can sometimes be difficult to add pictures to a knowledge base article. It is doable, but it can be time consuming to make it look as good as a word doc. But perhaps that is just because I am more experienced with formatting documents in Word compared with HTML.

Recommendations to others considering the product

We are using it without taking full advantage of the end user portal, but I think we are missing much of the value. Perhaps it would be worth consulting with SysAid to ensure you implement the product in a way that will maximize your benefit. On interesting way we are leveraging the product is by enabling tickets to be automatically created from emails sent to a specific email address. Our end users find this to be incredibly easy and useful. So our end users don't really directly interface with SysAid much at all, if ever. Really only our IT team uses it.

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

With SysAid, we are able to divide and conquer, organizing our efforts in a coordinated fashion, tracking and recording our progress on projects and troubleshooting tasks.

What Service Desk solution do you use?

Thanks for letting us know!
SysAid review by Mike G.
Mike G.
Validated Reviewer
Verified Current User
Review Source

"Sysaid is a great product"

What do you like best?

Sysaid ties in well with our AD via LDAP, so it always picks up changes in our user base quickly. The software is easy to use, yet highly configurable, so it can be tailored to the individual needs of each IT Department. The ability to include communication in the tickets by just adding the help desk address and the ticket # to emails is very useful when documenting details for the varied incidents.

What do you dislike?

While it is highly configurable, it can sometimes take a few minutes to find the location for the items such as Type and Sub-Type and to make changes.

Recommendations to others considering the product

It is very reasonably priced and comes with a lot of configurable items that can be tailored to your business. Their tech support is very responsive and follows up quickly.

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

Incident Management and IT requests. The benefits seen are a reduced time in incident resolution, especially since we have reduced the number of IT support personnel.

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

"Best Help Desk software Ever"

What do you like best?

SysAid is an easy to use program for entering Help Desk tickets. One of the best features is how easy it is to find tickets relating to a particular problem or individual. You can see at a glance the status of tickets and can have the system automatically escalate the ticket if necessary.

What do you dislike?

The only thing I can list that I dislike is I have not yet tapped into everything SysAid is capable of doing. There are many features that we are adding as time goes on such as the calendar feature.

Recommendations to others considering the product

A lot of bang for your buck!

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

Management is looking at the volume of tickets per year to see if there is adequate staffing in our department and where extra help may be needed. SysAid has allowed our technicians the ability to stay on track by having all tickets in one location and sorted by priority.

SysAid review by Ing. Juan Manuel Q.
Ing. Juan Manuel Q.
Validated Reviewer
Verified Current User
Review Source

"Optimaadministración de incidencias"

What do you like best?

Principalmente la facilidad con la que se cuenta para acoplarlo de acuerdo a las necesidades de la empresa.

Es dinámico para el uso de los usuarios como para los administradores.

La capacidad que ofrece al hacer análisis de información

Una de las cosas que me agradan es la capacidad de acomodar el reporteo, al igual la manera de administrar lo proyectos.

Ya que la forma de administrarlos, son dinámicos, amenos, y fácil de entendimiento.

Es de mi agrado que este pensado para la parte análisis, llámese que al momento de levantamiento de incidencia este este con categorías cerradas, para lograr agrupar la información.

What do you dislike?

El dinamismo con el que cuenta para hacer análisis de información, y administrar los proyectos que se tienen como resultado.

Recommendations to others considering the product

Hacer conciencia al personal, sobre la importancia que se tiene al contar con información concisa, teniendo como resultado estadística que ayude a crear nuevos proyectos para la satisfacción optima de nuestros usuarios y a la empresa misma.

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

Una mejor atención a nuestros clientes.

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

"Waimea College has been using SysAid on premise for many years over many versions as our Helpdesk Ti"

What do you like best?

Waimea College has been using SysAid on premise for many years over many versions as our Helpdesk Ticketing service.

It has worked very well for us and as new versions have come out, SysAid have assisted with Education pricing allowing us to keep a professional application within our budget.

They have assisted us whenever we have had queries and technical issues, be they of our making or not, regardless of which hosting Microsoft Server version we had, or SysAid version.

The SysAid support team were particularly helpful when upgrading through our earlier versions to the current version.

What do you dislike?

There is nothing specifically we dislike in how we are using SysAid.

However their is always room to improve.

Recommendations to others considering the product

Please try it and spend some seious time looking at how it can be setup. You will be surprised at how and what you can do.

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

Basic Helpdesk for different services and areas within our environment.

ICT Help Desk, Buildings Maintenance, Health and Safety

SysAid review by Boris D.
Boris D.
Validated Reviewer
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.

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

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 Tim  S.
Tim S.
Validated Reviewer
Verified Current User
Review Source

"Sysaid Review"

What do you like best?

I like that I can have my users simply email me and the ticket is created. This allows us to keep track of issues and respond to them in a timely manner.

What do you dislike?

I don't like that I have to go into the service record to add my time spent on an issue. I feel that everything should be on the first page.

Recommendations to others considering the product

Make sure to use Sysaid support and your Sysaid Rep to allow them to help implement Sysaid the way you want for your company so it works best for your company and the way you want to view it.

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

Before implementing Sysaid the company only used email to report an issue. That email usually got lost or the first one of the day got pushed to the bottom of the list and forgotten about. Now tickets are created and do not get forgotten about or lost.

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 Iván G.
Iván G.
Validated Reviewer
Verified Current User
Review Source

"A powerful tool"

What do you like best?

The ability to manage and classify incidents, automatic notifications when a ticket changes status, remote connections to computers with problems, the creation of a knowledge base to document processes and incidents and the generation of statistical reports to offer metrics precise evaluation.

What do you dislike?

The mail sending module can be improved since it is difficult to format the messages and sometimes this is necessary.

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

The attention and incident resolution times have been reduced while the communication has been improved, through the use of the SysAid portal, with the end users. Through the use of statistical reports, it has been possible to identify recurrent problems that require definitive solutions and at the same time parameters of evaluation of support areas have been established in order to make decisions to seek continuous improvement.

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 Lenny G.
Lenny G.
Validated Reviewer
Review Source

"Elegant, simple, and feature rich enterprise ITSM solution"

What do you like best?

It is not what the IT administrators like best, it is what our internal customers like the best: An easy and "visual" approach to issue submission, hardware and software requests, and user provisioning through an intuitive web based portal.

What do you dislike?

There is virtually nothing about the application that we dislike. The implementation curve was longer than anticipated, but only due to the fact the we kept finding more and more features and flexibility. Any software that is so highly customizable inherently has a longer time-to-go live, especially in IT shops that are constantly in motion.

Recommendations to others considering the product

GO for it. Study the admin console carefully and have a good HTML person on the implementation team. Review your prior history/distribution of the types of issues you answer... categorize them and build templates for the common ones that have the necessary required fields to facility rapid response and resolution.

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

Before Sysaid, an IT issue was reported solely by email, voice, or another well-known "free" help desk program. The predecessor to Sysaid was cumbersome, SaaS unstable, and burdened by advertising. We outgrew its scalability to support us.

SysAid review by Kristen W.
Kristen W.
Validated Reviewer
Review Source

"Sysaid for Help"

What do you like best?

I liked that as a user we were assigned a ticket number but it wasn't always answered right away. It was easy to keep track of all of our IT technical problems in order to be assisted with solutions from the department.

What do you dislike?

We were automatically given a rank based upon our issues and couldn't change the level of urgency. It would have been more beneficial to be able to assign our own urgency as technology is an essential part of the classroom learning.

Recommendations to others considering the product

I love the tracking and be able to keep informed when the ticket is open, pending, or closed. It is also a great tool to add comments as to why you are waiting for the ticket to be worked on, what other steps are necessary, and how the departments are going to go about resolving the issue.

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

The IT department was utilizing this program for tracking of IT related issues across four schools and a district office comprised of a total of over 200 staff members.

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 John D.
John D.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"My all time favorite and best IT help desk Software ever!"

What do you like best?

it captures almost everything that one requires to manage my client especially the embedded ITTIL

My clients are able to access logged tickets. The escalation feature makes my clients very happy giving them the assurance that we are on top of our game when it comes to their issues.

The web page and the app is very cool and very easy to use as well.

I like the fact that it hosted on the cloud.

What do you dislike?

It does not give me the duration between when a ticket was opened and closed. Time tracking really needs to be improved. when a report is generated, we need to be able to know the duration when ticket was worked on.

Recommendations to others considering the product

I shall always recommend Sysaid for the following reasons

ease of use especially it been cloud based

Cloud base access.

ease of automation

Asset Management

Escalation process

mobile App is superb

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

Managed IT Services. I am able to respond to my clients on time. I really like the escalation aspect of it.

Asset management makes it easy to manage my client's asset.

SysAid review by Antonio Q.
Antonio Q.
Validated Reviewer
Review Source

"Intuitivo, amigable, preciso"

What do you like best?

Me gusta que el sistema sea dinamico en su manejo de informacion, el manejo de activos es bueno, la administracion de proyectos resulta ser muy facil de manejar, las estadisticas son objetivas para la creacion de proyectos , la administracion de indicencias es muy buena, la interfaz como lo comento en el titulo es bastante intuitivo , su informacion estadistica es muy precisa y la interfaz es muy amigable

What do you dislike?

todo me agrada, el diseño es bastante funcional , el reporteo es bastante interpretable para su manejo ya que permite cargar adjuntos para su mejor entendimiento , solo en ocasiones el reporteo puede tardar un poco sin embargo puede ser por tema de hardware se tendra que revisar si esto puede ser resuelto internamente de lo contrario se contactara al equipo de sysaid

Recommendations to others considering the product

la administración de incidencias es buena y dinámica, todo me agrada, el diseño es bastante funcional , el reporteo es bastante interpretable para su manejo ya que permite cargar adjuntos para su mejor entendimiento, la implementacion de este programa nos ayudo de forma significativa en mejorar nuestros tiempos de respuesta hacia nuestros clientes internos para la mejora de procesos de la compañía, logrando tener una optimizacion en la respuesta a nuestro clientes y elevando sus niveles de satisfacción y permanencia como clientes hacia nosotros como compañía proveedora de insumos necesarios para su operacion

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

Mejorar el soporte a clientes internos asi como la optimizacion de recursos,

SysAid review by Jim F.
Jim F.
Validated Reviewer
Review Source

"Help Desk that can be customized."

What do you like best?

Easy to setup and customize, you can have a Help up and running out of the box,

and if you like you can change the titles of fields.

There support team are there willing and able to help you whenever you call,

They even have an app they call "SysAid Panic" when you setup your profile and open

the app you will see a Big Red Button, pressing that get you call within I would say

5 to 10 minutes. Not only do you have Support on the line but parts of there managment

team as well. So there support is very good, I know I usd it once.

You can add custom fields, You can even have execute actions on save or on Load

to check field values or to set the value of the your fields.

You can setup you Inventory to help you keep track of your assets via and Agent, SNMP

scans or WMI scans to load the items into your Configuration Management DataBase (CMDB).

You can configure what values from the Agent data is loaded in to the CMDB, you can

even load the CMDB via CSV files so you have multiple ways to get your data into SysAid.

You can customize your Tickets to have the fields you want you can add your own fields

(Dates, Text, Number and List’s) if you don’t see what you need.

The Bottom Line SysAid is Easy to setup and configure the way you like of course within limits.

You can even add your own forms and templets and change the templates that came with it out of the box.

What do you dislike?

There is not much to say here since you can customize the system.

Recommendations to others considering the product

Give it a try you will be very surprised how easy it to setup, manage and use.

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

We are able to track Issues and emails pertaining to tickets all in one place.

We are able to see how many systems are running different versions of software , we can see who was the last person that used a system before it started to have issues.

We are able to monitor tickets and send out notifications based on SLA.

We have or system setup to set Groups or if you like Queues based on employee locations which is a big deal when you have to travel from location to location.

We are able to prefill Phone number and ext. and Location based on the user information in there profile so routing works.

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 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 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
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"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 Eric R.
Eric R.
Validated Reviewer
Verified Current User
Review Source

"Sysaid was the right software for me"

What do you like best?

I like most the navigation of the sysaid and help guide which give you the right setup. the way you can move around and manipulate various reports

What do you dislike?

Sysaid app services stop running from the client and you cannot restart the service again until you delete it using command

Recommendations to others considering the product

I will recommend for those have not implement Helpdesk solution to try Sysaid

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

IT support use to be hard before since we implement the sysaid life has become easier for us as it easier to keep track of all our asset and monitoring feedback is available in real time.

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 Stephen S.
Stephen S.
Validated Reviewer
Review Source

"Ease of use and good integration"

What do you like best?

Sysaid Helpdesk integrates seamlessly with LDAP, and once setup gives information on the user and the machine they are using in each helpdesk ticket. The ability to merge tickets that have been raised on the same issue helps keep the assigned person informed on matters pertaining to it, and the ability to attach pictures, emails and files is a bonus.Branding with your company logo is a 2 minute job, and the knowledge base is great for those rare incidents that only occur now and then.

What do you dislike?

Have not found anything to dislike as yet.

Recommendations to others considering the product

Try it you will not be dissappointed

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

The business benefits to us include the automatic assignment of tickets to the correct person with traceability, and removal of people saying I did mention it why hasn't it been done.

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 Michael C.
Michael C.
Validated Reviewer
Verified Current User
Review Source

"Handles out needs front-to-back"

What do you like best?

SysAid provides network discovery, patch management, asset tracking, ticket tracking, knowledge-base, and everything else we need to handle our IT infrastructure and personnel.

What do you dislike?

There is a bit of a learning curve when it comes to initial setup (Though the SysAid support is fantastic and helps very thoroughly).

Recommendations to others considering the product

Definitely get on-boarded right away and have SysAid personnel guide you through the setup to get it configured the best for your use-case

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

SysAid allows us to centralize documentation and communication within our IT department as well as giving us powerful tools to keep our end users operational and happy.

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

"Why SysAid has no rival."

What do you like best?

The ease of not only configuration and deployment of SysAid, but also the ease which the end users are able to use it is wonderful.

What do you dislike?

Some of the initial modules were difficult to understand, like in the areas of network scanning.

Recommendations to others considering the product

No matter how small you think your organization is, it is never "too small" to use a help desk management suite. SysAid is going to help you organize your trouble-tickets, and allow you to build a database of good information to handle future issues.

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

Business problems solved from the get go, was not having an inbox flooded with emails of people needing support. Also, the overlap of work was also eliminated, as you can see who actually has done the work.

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 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 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 Diego Andres L.
Diego Andres L.
Validated Reviewer
Review Source

"modular and compact"

What do you like best?

What I like most about Sysaid are its functionalities and tools to manage resources and services, such as its easy integration for the generation of cases, such as sending an email. its integration with assets, where you can manage the resume of the computer equipment and other devices

What do you dislike?

the unfriendly way of organizing the structure in the category of service cases and also the fields when accommodating the files of the incidents

Recommendations to others considering the product

Consider that it is a very compact tool for good practices in the use of the service in IT and at the same time it generates a lot of support to have organized the assets of the company

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

the guarantee of computer equipment and the life time of them

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 User
User
Validated Reviewer
Review Source

"Many features, at times frustrating, but an overall decent and inexpensive software "

What do you like best?

This program is inexpensive. Slightly easy to set up. Not as irked as other software I used in the past. Allows multiple users to retail tickets. Very configurable to your specifications. I also love the ability to privately leave notes for our colleagues that the client doesn't see, but remains within the email chain and can be viewed in the software.

What do you dislike?

Customer service team have difficulty understanding and getting hold of and do not fully understand the real problems and issues until the problem has been explained a few times. Some items don't work in Chrome many items don't work in IE, the voting client on workstations updates every minutes which we desperately needed to update more frequently.

Recommendations to others considering the product

Be prepared to explain your issue to their customer service team numerous times.

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

A help desk solution in which none of the companies in which I operated was used, we had frustrating difficulties with this software.

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

"I have used Sysaid as a user and as an administrator. Sysaid is user friendly an helpful. "

What do you like best?

Sysaid assisted our Technology department tremendously by allowing them an electronic tracking system. This helped to put their minds at ease when staff would ask them about computers in the hallway or as they walk through the parking lot to get into work. Now, IT can say, “did you enter a Sysaid?”

What do you dislike?

I truly favor the Sysaid program and the services that it provides our staff however the tracking can get confusing when the user enters the wrong category.

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

Sysaid assisted our Technology and maintenance department tremendously by allowing them an electronic tracking system. This improved our system by allowing for electronic tracking and processing and less paper!

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

Learn more about SysAid

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SysAid
4.3
(171 reviews)