SysAid Service Desk

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What features/services would you like to see in future versions of this product?

Better and easier reporting and a standardization on customizing views and screens.

What specific problems in your company were solved by this product?

Managing service issues with users and the ability to monitor hardware and keep track of hardware inventory.

Are you a current user of this product?

Yes