SysAid Review

PROS: The ability to run on-premises but still connect to GCCH to be able to utilize calendar and other important features which is important for our compliance goals.

CONS: Patch Management is not as robust as we would like and there are no options to add custom packages.

PROS: Adaptability and Scaling - We will be able to use this and grow this into our own baby that best supports us.

CONS: Inventory and many things within the program - needs lots of time to fully understand all the capabilities in the system

PROS: Easy to implement work flows, that can be created by admins, no need to contact support unless assistance required, having these work flows cut down on the teams time/ effort in having to carry out steps of the process manually. Useful dashboard which shows a snapshot of useful metrics which you can drill down into, by clicking on the graph, such as time taken to respond to a ticket. Sysaid support is always very helpful and quick to respond, they have AI provide initial answers within minutes, this has resolved my queries more than once. Customer feedback requests can be added to the ticket upon closure, a simple facial expression to select which is quick and easy for the end user, prompting higher feedback rates.

CONS: User interface slightly outdated, the messaging function can be tedious when multiple emails have been sent, having to click into each message to get all the information required, a new version called Spaces should rectify this, however we have been waiting some time for this release, but it's not materialised.

PROS: Customization and Flexibility - Customizable Dashboards: Tailor dashboards to track metrics and KPIs that matter to your organization. - Form and Workflow Customization: Adapt forms, fields, and processes to suit your unique IT environment. Reporting and Analytics - Advanced Reporting: In-depth reports to analyze performance and identify trends. - Real-Time Monitoring: Visibility into IT operations and service levels.

CONS: Asset Management Shortcomings - Discovery Features: Limited subnet discovery may hinder large-scale asset management. - Inconsistent Sync: Sometimes, asset data doesn’t sync reliably or requires manual intervention.

PROS: Resolve Help Desk Issues Faster / Centralize Your IT Assets / Reports / Dashboard

CONS: Settings for customization could be better

PROS: 360° IT relational database. It connects end users, helpdesk, system admins, CEO and architects on one solution. Fantastic support, great new UI/UX experience for admins, great feedback mechanism with feature requests, potential improvements reporting.

CONS: There are ocassional stability issues and changes to the product that unexpectedly cause issues on certain parts of the system. The se get fixed by the provider quicjky but we would appreciate a bit better change management.

PROS: Easy to navigate user interface Many features rolled into one package Great use of AI Self Service Portal for end users Easy configuration and install Price vs overall value is great Support is responsive and resolves matters timely

CONS: The only problem that I can think of is the built in remote control module. It doesn't always work very well, especially when certain resolutions are used on the remote computer. We installed the TeamViewer add-in for SysAid that performs much better.

PROS: the end user self-service portal, as in just a few steps you can open a ticket related to your problem and monitor all the information being processed through the portal and also through notifications that are sent by email

CONS: We have some configurations in the environment that could be made with mass inclusion via an Excel spreadsheet and for this reason they take longer to be ready, such as: routing, SLA deadline, list-type fields, etc...

PROS: Excellent Customer Support - very quick and responsive

CONS: Reporting Workflows

PROS: Comprehensive IT Service Management: SysAid provides a comprehensive suite of IT service management tools, streamlining incident, problem, and change management processes. Asset Management: The software offers robust asset management capabilities, providing a clear overview of IT inventory for efficient budgeting and resource allocation. Reasonable Cost: SysAid\'s pricing is reasonable for the features it offers, making it an attractive investment for organizations looking for cost-effective IT service management solutions. Regular Updates: The software receives regular updates, ensuring that users benefit from the latest features and improvements. Responsive Customer Support: SysAid\'s customer support team is responsive and knowledgeable, ensuring a positive user experience.

CONS: Limited Customization Options: Some users find that the customization options could be more extensive, particularly in tailoring reports to specific needs. Learning Curve: Users new to IT service management software may experience a learning curve, impacting the speed of implementation and full utilization. Documentation Improvement: While adequate, the documentation could be more detailed to assist users in navigating and leveraging the software\'s full potential.

PROS: ticket handling, automatic notifications, easy-to-understand end user portal.

CONS: class period with pause, inclusion of data from list-type fields via spreadsheet.

PROS: SysAid streamlines IT support with an intuitive interface, automates ticket management for efficient issue resolution, enhances asset tracking for optimal resource allocation, provides powerful remote assistance, allows customisation to fit unique workflows, and offers comprehensive reporting tools for data-driven decision-making. It's a versatile solution that elevates service desk operations.

CONS: Customisation complexity may require additional training, and occasional system updates may disrupt workflow. While versatile, some organisations may find certain functionalities more advanced than needed for their specific requirements.

PROS: Email feature to send mails to requesters and support groups, Chat feature to chat fellow users and effective knowledge data base

CONS: Chat feature could be made more user friendly.

PROS: Sysaid Offers cost-effectiveness, ample customization, and effortless implementation

CONS: Critical platform issues when escalated to sysaid, can be time consuming.

PROS: The best aspects of this product? I can start with value for money we took 3 months to evaluate various other products and SysAid came out tops for us. It covers all the functionalities that we are looking for. The customization is also a big plus for us as we have various departments that needs to have their things setup and customized for them. The support from SysAid is also a big thing that sawed us towards SysAid.

CONS: All the issues and problematic things is addressed in the newest versions. I cannot think of something now.

PROS: I liked the integrations with our existing systems, and the tech enablement sessions made the migration smooth and easy.

CONS: We found no issues with the transition to SysAid, they held our hand every step of the way. The only issue we had was paying for the product, but that was more our side than theirs.

PROS: Amazing customer support. Always friends and quick to resolve your issue

CONS: No mobile app

PROS: Customer Support is great, they respond quick and know how to solve all problems. All our recent questions get solved between 2 - 24 hours.

CONS: The ticket lists could hav more filter options and a better UX/UI.

PROS: SysAid is excellent with service desk management and ITSM

CONS: The dashboard can have a little improvement.

PROS: Definitely the automation of processes within SysAid facilitates the integration with our internal processes and creates a synergy with our customers who consume the service.

CONS: The integration and parameterization to our internal processes was a bit delayed, but it left us with an important learning model.

PROS: SysAid has helped in automation of processes, especially the IT helpdesk. Top benefit is in the area of support ticket management.

CONS: Creation of forms are not so seamless as the custom fields do not allow for labels for read only display

PROS: It\'s customization options make it very easy to tailor your needs to your company

CONS: Some may say it\'s clunky , so visual change could be useful. It doesn\'t impact me.

PROS: SysAid was simple to setup and maintain. Customer support is top-notch.

CONS: The FAQ section leaves little to be desired. It feel outdated.

PROS: IT Service management product for managing service requests and incidents

CONS: Integration with Solarwinds Orion wasn’t easy to implement. Need improvement

PROS: It is easy to use and there is enough knowledge in their knowledge base to assist a user during on boarding. The ticket management system is easy to use once the teams setting up get it right. I think the BI Analytics enable on the product is one of the best part of the product. And the icing on the cake is the AI bot added.

CONS: I think it will be good if videos are allowed to be uploaded into Knowledge base management or create a library more like the Youtube or Udemy for learning or knowledge sharing.

PROS: SysAid provided all the features that we were looking for at a reasonable price. The support provided by the company is excellent, all my tickets are answered within an hour, and all issues we've encountered have been resolved. The interface is intuitive and easy to use, While remaining highly customizable.

CONS: Our organization has a PC and Android environment, SysAid offers an agent to install on the PC's to collect information for asset management and support, but it does not offer an app to install on Android devices.

PROS: Easy of use and configure, our end users are non-IT people, and they manage the software very easily

CONS: Translation, we are Spanish speaking, and some of the management screens are in English.

PROS: The ease of use and tracking of reported incidents is excellent, it is very easy to install and maintain equipment inventory.

CONS: With the tools that we have in the company, the reality is that we have not had serious problems, and those that do arise are supported by SysAid's support staff to solve them. The reports section could have more options, although it may be a matter of the version we use.

PROS: We really like this product and the ITSM functionality for the price is outstanding for what is offered. Network discovery for both hardware and software is excellent, also the ability to monitor assets health is really great and gives us the ability to be proactive with issues. The Self Service Portal is easy to use and has all the functionality you would want to create a service catalog. Integration with email and end users is really easy. Great support that resides in the same hemisphere. Great trial period support on set up and free onboarding.

CONS: Some of the customization is really convoluted and difficult to do and some of it is amazingly simple. I do not understand the lack of continuity in the ability to customize. Reporting could be stronger, canned reports are adequate and the interface is a bit clunky. If you set some fields to be mandatory it requires all similar fields to be mandatory. If you set the Category field to be mandatory it then requires both the Subcategory and third level fields to be mandatory.

PROS: The Help Desk/ticketing function is very simple to use. The integration with Active Directory is seamless. Asset management feature is very detailed.

CONS: Some menu options are hard to find on the administration side. The reporting feature lacks some details. The remote control feature is less responsive than other solutions.

PROS: Incident management Email alert configuration Project and Call management record Incidents can be assigned according to its priorities Incidents reporting

CONS: You need more knowledge as the admin to configure the template according to your company specification. More training training

PROS: Customizability of each of the sections is great. Being able to customize templates and have them go through a process that allows end-users to complete sections that are assigned to them is a wonderful thing to have. I've set one up for monitor approvals, user wants a new monitor submit the template and it notifies their manager and the manager can then approve or deny.

CONS: Tabs inside of the templates can't be easily moved once created. You have to go through the Workflow Manager inside of the template to change the order of the tabs instead of being able to do it through the main screen or the Sub Type.

PROS: Customization, customer support, ticket and request management, workflow building and general usage.

CONS: The interface is a little dated and could do with updating. E-mails and conversations could flow better in tickets to make for a better channel of communication

PROS: - Manage Time to resolve on Service Requests - Using templates, and predefined expected times - Basic reporting for Service Requests - Support when there is an issue

CONS: - Complex reporting with 2 or more tables involved - Database integrity - View of the service requests

PROS: Ability to be able to use the analytic and reporting at convenience, creating your type of report weekly, daily or monthly Spooling at ease when and how you want it Sysaid CX/UX is top notch for a first time user (onboarding) easy navigation Sysaid helps with right prioritization, the impact and urgency of tickets helps process manager to adequately engage the user

CONS: The chat session and chat console

PROS: It is a tool that allows you to manage the operation of the company.

CONS: automation of some processes

PROS: User experience from what i am hearing is the best. on the Admin side, even better on the usability scale.

CONS: Building Custom Reports is too general but i don't do many of them. Also, integration with Microsoft Teams would be beneficial on creating tickets.

PROS: You can role many Support áreas to use this tool for many business flows, some users even doesn't have idea that they are using a tool for his Request follow ups

CONS: Extract data for specific information that is not available by reports, change management could work better if you want to manage certain datetime values to control efficiency of teams

PROS: The ease of use for our end users are the best, it has a very modern portal and with single sign-on it makes it a great product for our users.

CONS: I think the fact that it doesn't integrate well with Microsoft Products would make it much better

PROS: The customizable workflow processes prove to be very valuable between departments

CONS: developing the workflow process was very very difficult and no helpful documentation or examples to setup.

PROS: A very complete tool, easy to configure, easy to use and with first-rate support.

CONS: I think the only suggestion is that the end user, from his cell phone, can report the cases.

PROS: Firstly, support is unrivaled but the product itself is wonderful for IT admins and end users as well. Asset management module is great and the ticketing system itself is intuitive for the end users.

CONS: I think the reporting module could be improved. The "canned" reports could have a few more levels of customization.

PROS: Customization and the implementation support.

CONS: Some of the customization content could be easier to use to where it doesn't need to require coding experience

PROS: The fact you got all the thing you need in one place

CONS: nothing for me, the software are really good

PROS: Easy to use, can be configured to use ticket allerting, good for asste management

CONS: Too many menus to configure, asset list could be more easy to configure it's output

PROS: SysAid sticks to our needs in the IT department. It allows us to record all events or problems with the necessary information. The monitoring is very simple and with the information that allows to generate data analysis for decision making. Asset management allows us to have a history of events as well as the support provided. you can integrate with your Windows AD.

CONS: SysAid has many functionalities, so it is necessary to do a good analysis of what is really required and what will be used. At the moment there is nothing that we dislike with the use and management of Sysaid.

PROS: The ability to configure...almost to your hearts content...the options/settings. The support team is the best I've ever worked with.

CONS: Configuration is hard to find what you need at times, and naming of settings/options.

PROS: Works as intended. Asset management and ticket is very easy to use, versatile, configurable, and scalable. A lot of information is provided from the agent and the work flows are very good.

CONS: They need a mobile app that is a mobile version of the entire software not just ticketing as it is right now.

PROS: History Traceability Service Requests bulk management Automatic escalation

CONS: Template management Mobile App

PROS: The ease of use and how independent you can be with this product. The advantages that SysAid has are many of which are having a computer inventory, a ticket system, a database to help users, easy to make reports, understandable graphics, in short, many benefits that can be derived from this platform.

CONS: Being able to assign multiply user would be helpful.

PROS: Incident management , request management, change management, assets management

CONS: remote control feautre could be updated

PROS: SysAid Ticket management are completely customizable to fit our business needs. Asset Management gives complete visibility into assets across the organization and reporting The Self Service Portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the que. Active Directory integration is fantastic.

CONS: The integrated remote control piece works but we miss some features of a more robust product. Not so much as a con but there are tons of customizations that can be made but sometimes navigation is difficult to find a setting, but the "Help" feature is excellent.

PROS: This application is allowed us to create a simple, but thorough ticketing system for our 200 users. The application is configurable and was relatively easy to set up. We use the application as a ticketing system and an asset management platform. Our users are pleased with it's ease of use and our

CONS: There are so many configuration fields and categories, it can be confusing.

PROS: The system is so easy to setup and configure without assistance from the vendor. The system also managed to turn the department which has been using an internal and very basic system which was only able to record, assign and close the incidents, with not much when it comes to reporting, to a full ITSM compliant department with over 30% improvement in managing the cases.

CONS: The Password Self Service component could be redesigned with support for One Time Passcode

PROS: the prodact got high Modularity, can be used in any organizatioon, quick and easy acces, very end users friendly.

CONS: Its hard to make changes once the prodaction completed, would reccomend to take more serios some of the bugs and features , making more progress between edition, so the customers can see deffrnce between editions.

PROS: Service desk and asset management are excellent and very in depth.

CONS: Service desk messaging could be simpler and some features are so in-depth that they become intimidating

PROS: They state the solution step by step and asking for confirmation if there is any other question I have regarding this request.

CONS: It is a very powerful ISTM tool, but quite a bit of customization to get it perfect. It does take me some time to learn each future they offer and how you can combine them and make automation happen.

PROS: Easy to use Easy to set up Friendly interface Big data

CONS: Everything works great.

PROS: sysaid is easy to use you can make different customs and it works very cloud and cloud version

CONS: I think the project manage could be better because it's so hard to make new projects or incidents

PROS: Incident management and reporting Change management and reporting Work flow management Tasks and Projects management Dashboard displaying number of incidents and what business units are doing or not doing Where to improve. Knowledge Base management

CONS: What could work better is if the system could auto retrieve the knowledge base resolution once a new incident is raised with the same details as the one whose resolution was saved.

PROS: SysAid provides a powerful, full-suite functions which most organizations are looking for. Also, it is very cost-effective which you can purchase the modules that fit your needs and budget. You can add/remove the modules as your organization grows. You can simply use as the Helpdesk (service tickets, chat, dashboard and reports), and then add user management, asset management, patch management, remote support, etc.

CONS: The application is powerful and full of potential. It is important to implement it right from the beginning. Starting from the requirement, design, implement, customization, all the way to the user training. Their staffs are talent and professional, but they normally won't do the hand-in-had, baby-step guides that well as some vendors. I experience is if I asked the right questions, I got right answers. If I asked a very general question, I got a general answer.

PROS: This product is very flexible, adaptable to current technologies, continuous feature additions, limitless reporting option, customizable to needs.

CONS: Self-paced training could be added

PROS: SysAid's implementation team knew what they were doing. We didn't run into any problems during the process. As of now, we have no issues with the system. In fact, we are highly satisfied with it, especially with the patch management module that addresses recurring bugs. Moreover, we are looking into changing our ITSM platform to SysAid because we have seen that this software has many capabilities.

CONS: We used to have problems dealing with time differences but SysAid changed it because they made sure to reach out to us at a good time. However, we have one issue. That is the speed between the cloud servers we use for our tenants.

PROS: SysAid is an incredibly user-friendly platform to the point that we did not request assistance from the support team in implementing the solution. It has been helpful in the resolution of issues since every user is now able to make reports/lodge tickets. Our service desk does not have to take phone calls frequently because of this. SysAid is also great at reporting, as it helps us understand data through a graphical presentation. This way, showing the boss our stats and problems is easy as well. What's more, SysAid does not fail in letting us know about new updates.

CONS: Our team is very satisfied with the platform. Since we started using it, we have not run into a problem. However, I would like to suggest that SysAid bundles some features together as well as provide webinars.

PROS: The assest management feature makes it easy to manage and track changes of our assets. The service desk has many incredible features. Apart form being affordable, it is easy to customize it and control every feature. The customer support is also amazing.

CONS: There are a few disadvantages. First, you cannot integrate SysAid with third party applications. Second, SysAid has a lot of features that makes it complex and difficult to set up. Third, email intergration is also missing. Lastly, SysAid lacks customizable dashboards that are available in other service desk applications.

PROS: SysAid is very easy to setup. It only takes about 30 minutes to install it. You can start using it immediately afterwards. Thus, it saves on time and that makes it attractive.

CONS: There are a few disadvantages. The graphics on the configuration management tool is is limited to small spaces and mobile version such as Safari. This makes it less useful on the go. The graphics lack vertical scroll bars and thus hides the submit and apply buttons. The web version could be more useful if it had the verticla scroll capability.

PROS: The cloud based app is an important assest management and internal task management tool for our organization. It makes deployment and maintenance easy. We can easily track and maintain our assets. It Integrates well with many databases such as SQL. That allows us to manage our assests life cycle and handle management reports. More so, there are reminders and notes for staff and management and that increases accountability.

CONS: Sometimes the support in the North America is not responsive. Nevertheless, the support does get me the help I need at times.

PROS: SysAid is a complete ticketing tool that organizes every ticket and helps us ensure that each one is resolved. We are glad for the mobile version of the solution because this means we can work on the go. There is even an option to take control of a user's monitor to help us fix issues. Plus, the platform is integrated with Qlick, which allows us to get the information we require quickly. Another thing I like is how users with no access to SysAid can send tickets just by pressing the F11 button on their keyboards. It's also nice that SysAid helps us learn more about the platform or the service desk process through weekly blog articles.

CONS: The cost goes higher when you need more administrators.

PROS: SysAid has assisted our staff in keeping track of things that they need to do. It has very effective monitoring tools too that allow us to have a complete overview of every asset. This way, we do not have to spend so much time in implementing patches.

CONS: It would be nice if SysAid has a better notification service regarding the functions of configurations. This way, we can change them to ensure that they work for the issues we need to resolve.

PROS: SysAid has wonderful automation capabilities that let us save time. It is great in organizing tasks too so we can streamline our workdays. But best of all, it has a proactive asset management module that gives me an eagle-eye view of our company's assets. Plus, SysAid has tight security control while helping users access the system when they need to. On top of that, it allows our team to communicate with users easily.

CONS: SysAid needs to upgrade its project module because, at this time, it is not on par or above other tools.

PROS: Our organization uses SysAid to manage service desk, SDLC and implementation process. It is fantastic and lightweight and fits perfect to our organization's needs since out iT bandwidth is less. We are able to connect all departments. Also, the support is great. Furthermore the software is HIPPA compliant and can be used anywhere.

CONS: There are issues that need to be addressed. First, the branding limitations should be expanded. Second, email integration and reporting capabilities should be need to be improved.

PROS: SysAid is easy to customize according to the needs of your company unlike other applications that force you to modify your workflow according to the specs of their application. With SysAid, we have customized it to include the features that we need. Also, the customer service is good and they are always helpful whenever any issue arises.

CONS: There is a mismatch in version upgrading. Customers who use the onsite version are always a few versions behind cloud based customers who get updates early enough.

PROS: SysAid is a very flexible and responsive product. New features added frequently, although the cloud version is updated on a regular basis compared to the on premise option. The on premise version of the software supports different types of databases when installed. The customer service is excellent. The staff keeps you up to date with new features and tutorials and guides you on how to set up new functions.

CONS: There is an issue that needs to be fixed. The software is complex and is time consuming and challenging to setup. Because of it's flexibility, it is challenging to customize to exactly what you want right away as it requires time to learn and understand it. You will need an experienced software adminstrator to set it up.