SysAid

Pros

SysAid's user-friendly interface and real-time chat feature make it easy to manage IT support tasks and provide immediate assistance to users.

Cons

The self-service portal could use a design update, and the change management process is not as intuitive as it could be.

Alternatives Considered

Reasons for Choosing SysAid

Reasons for Switching to SysAid

Pros

Straight forward easy to configure inhouse without the need for a third-party expertise, including the workflow designer for Change management, making it easy to ensure each step is taken in the change process.

Cons

Admin Group Privacy - Right now, regardless of how you configure the admin groups, it is not possible to ensure that one group mis not able to see members of the other group, including their tickets.

Alternatives Considered

Reasons for Switching to SysAid

Pros

AI's ability to reference Company Documents.

Cons

To many bugs in the system
Non-HTML email system

Alternatives Considered

Reasons for Choosing SysAid

Switched From

Reasons for Switching to SysAid

Pros

Professional support, great Helpdesk, great costumer care, extensive documentation, ai chatbot

Cons

Although the new UI/UX is great if still lacks basic features and stability

Pros

Firstly, ROI. Additionally, ease of install and configuration, customization, template setup and workflow.

Cons

Asset management. It's not bad, but it's not great.

Alternatives Considered

Reasons for Switching to SysAid

Pros

The way AI is actually helpful for myself on the helpdesk side but also for the end user with a problem and it is not just another marketing thing, and the marketplace with really useful add-ons and integrations like Zapier.

Cons

Setting up, but that is a problem you have with all new tools.

Alternatives Considered

Reasons for Switching to SysAid

Pros

The SysAid's application is great at managing the work load of the team i work in it better organize specifically what task are meant for which individual.

Cons

SysAid's GUI can be at times very hard to navigate and sometime to cluttered it also looks dated compared to other helpdesk application.

Alternatives Considered

Reasons for Switching to SysAid

Pros

What I like most about SysAid is the ease it offers in configuring categories, SLAs, and routing. It is a user-friendly tool that integrates very well with Active Directory.

Cons

They don't have much support in Spanish.

Pros

It is one of the best ITSM tool available in the market with better pricing. It has all the recent integrations like AI, chatbot, & it also works well with Teams.

Cons

There is a limitation for non IT departments & the app is not compatible with mobile,. The training to users may require signification time to adapt to the system features.

Pros

I think our favorite part about SysAid is the SysAid CoPilot, although it has taken some time for our users to catch one, having the app integrated in Microsoft Teams has been a game changer for our users

Cons

I think so far asset management, we use several products and none of them do exactly what we want them to do. They are starting to make improvements but, still missing some key features we would need.

Pros

Sys-Aid was easy to configure and allowed us to customize to exactly what we needed for our Help Desk Tickets. It allows us to track fields, build reports, have built in approval workflows. It helped to reduce manual tracking of approvals for requests.

Cons

Building in some of the New Hire and Separation workflows got a little complicated. Once we upgraded to a newer version, the workflow automation help was much clearer and helped us to get workflows built.

Pros

The MS Teams chat bot allowing users to raise tickets directly in a Teams chat.

Cons

There are still a few bugs but these are being worked on. Sometimes entering data can be time consuming as there are not always ways to do it in a batch.

Pros

It checked all the boxes and it was easy to implement. Great support during and after the implementation.

Cons

Modifying the front end is a bit restricted.

Pros

Very inclusive in terms of default criteria that's been setup within admin settings. Relatively simple to use and simple to learn.

Cons

Not really a dislike towards SysAid itself, but it's definitely tailored towards bigger teams/organisations. We're only a small team so we don't really use its full functionality at times.

Pros

the simplicity of the tool, easy to implement

Cons

Sysaid can be implemented for other processes, it would be good for the mail response account to have another mailbox

Pros

It is less complicated and convenient to use

Cons

Its slow sometimes and certain bugs disrupt services once in a while

Pros

Over the years, SysAid has consistently demonstrated stability in its ticketing system. Even in a high-volume environment with over 15,000 tickets processed monthly, the platform has effectively maintained data integrity without experiencing delays or system lag.

Cons

In a previous review, I initially expressed dissatisfaction with SysAid's customer service support. However, over time, I came to appreciate their methodical approach to ticket inquiries, which aims to understand the root cause of issues for a more effective and lasting solution. Nevertheless, for critical issues requiring tier 3/4/developer attention, the resolution process tends to be time-consuming.

Pros

We currently use their Ticketing system which I find extremely easy to use and I love the fact they also have additional add-ons you can use from within this software such as Automate Joe, something we are looking to implement as part of our leavers process. The company itself are very professional and knowledgeable and we have built up a good relationship with certain individuals and the business itself. I would definitely recommend SysAid.

Cons

This isnt really a dislike but I would not of known about Automate Joe if I hadn't of been snooping around within the Ticketing system, wondering what it was.

Pros

It is easy to handle.
Automation saves a lot of time.
Also, we can create workflows very easily according to the requirement. It is very advanced. And we can customize them.
There are support agents to ask help if we face any issue.
Dashboards helps to get a clear and fast understanding about some data.

Cons

In my personal opinion the prices are on the higher side.
Some support agents are not helpful at all. They kept typing same thing over and over again without proving a solution or alternative.

Pros

This brilliant solution has been easy to implement tool for IT service management.
I like the reliability of SysAid.
SysAid is so accurate.

Cons

SysAid is reliable and flawless to use.
No challenges when using SysAid.

Pros

The ticketing system is excellent for tracking and resolving IT issues quickly.

Cons

The mobile app could use some improvement for better usability on the go.

Pros

Excellent customer service - both responsive and knowledgeable
Importing users from AD makes administration easier

Cons

The reporting functionality needs improvement - should be easier to create ad hoc reports

Pros

The customizable dashboard and ITIL tools make managing tickets and assets a breeze. Saves me a lot of time and hassle

Cons

The reporting features could be more user-friendly. It takes some time to get used to and create the reports I need

Pros

The system seems to have a very robust backend that can handle many tasks and will be able to scale well into our future of growth.

Cons

I miss some features from systems that I used at previous jobs. The admin UI could a lot of improvement and simplifying. Also missing a mobile application.

Pros

SysAid has helped me manage the incidents and log incidents efforlessly
using various channels like email, the self-service portal, or directly reaching out to the staff which made reporting issues quick and hassle-free.

Cons

They do not have free trial for a long time with timited features.