TrustRadius Insights for SysAid are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Custom Field Capture: Users have expressed appreciation for the ability to capture custom fields, enabling them to record specific and detailed information with ease. This feature has streamlined data entry processes and improved overall data organization for many users.
Clear Information Provision: The platform's provision of clear information has been highly valued by reviewers, as it enhances communication efficiency and simplifies task management. Users have noted that this clarity reduces misunderstandings and facilitates smoother workflows within their teams.
Effective Search Function: Many users have praised the system's search function for its effectiveness in quickly locating relevant information. By providing a user-friendly and efficient search tool, the platform helps users save time and easily access critical data when needed.
We use Sysaid as our ticketing system and for our knowledge-based articles. For the most part, it works well for our needs, although there are a few minor hiccups here and there.
Pros
Ticketing
Knowledge Based Articles.
Reporting
Cons
Tickets Time out and do not save notes.
Randomly getting signed out.
Bullet points are finicky when creating articles.
Likelihood to Recommend
For the most part, it allows us to do what we need to do.
IT Ticket management , The workflow for request in sysaid really helped us to turn complex process to simply step by step department assignment.
The only problem which i saw is the asset management side , there is no clear defined asset management UI , and also no contracts management can be done.The copilot product is a game changer for us as it provides first level support to the users to resolve their issues
Pros
template workflow
AI chatbot
customer support
Ease of use
Cons
KB article UI
Classic UI
asset management , contract management
Likelihood to Recommend
SysAid is well suited in environment where you require a ticket workflow which is dependent on many departments.
For efficient running of systems system tools helps users to raise ticket and get appropriate support at the right time. Another thing to highlight about sysaid is their well dedicated customer support where we get live solutions to problems in sysaid if any. We many use sysaid for ticketing system
VU
Verified User
Administrator in Information Technology (1001-5000 employees)
We use SysAid as our HelpDesk system. It's help us greatly with remote / hybrid workers being able to access the Cloud System easier / faster than our old On-Prem we replaced
Pros
Cloud Based
Very Customizable
Built in Ai Features
Built in Knowledge Base
Cons
Ticket Search doesn't provide great results
Customizing / Deploying took quite some time to learn and adjust
A lot of features they have are "feature release" as they are migrating from their Classic System still
Likelihood to Recommend
Works great as a cloud based system. Their Ai system is nice to find answers quickly without having to open tickets.
VU
Verified User
Employee in Information Technology (201-500 employees)
We use SysAid's suite of tools, but primarily utilize the online ticketing system and AI agent integration.
Pros
Ticketing System- organize to-do items in a single location
Simple setup and maintenance of AI bot and data pools
Cons
Deploying SysAid agent in our environment proved to be challenging.
Documentation on setting up data pool for AI agent to reference a SharePoint site was incomplete.
Likelihood to Recommend
Deployment of the SysAid agent for our remote employees has proven to be a real challenge and there is not a remote access tool for android devices. If those were sorted out I would consider a higher score.
VU
Verified User
Employee in Information Technology (51-200 employees)
The system is used in my organization as a call and knowledge management system for the IT department. We have been using it for over 10 years. The system is user-friendly and efficient for managing all the technical information of the IT staff when handling and closing calls. It is easy to search within the system, and it offers many analysis and graphing options. Additionally, the system integrates with AD, mail servers, and other tools. It also has a client installed that monitors all the workstations in the organization, collects statistics, and allows for the generation of numerous reports on the organization's assets. In my version, there are still no AI capabilities, which I currently see as the only drawback.
Pros
calls and knowledge management
reports
assets management
Cons
Organizational knowledge retention
AI Insights
Likelihood to Recommend
SysAid excels in managing IT services, including incident management, service request fulfillment, and asset tracking. the system have a detailed analytics and insights about IT services that we use every day in our organization . SysAid offers customization options, but there are limits in certain areas.
SysAid is the primary ticketing tool used in my organization.
I am one of the major Administrator in SysAid
I worked with SysAid support to migrate the services to cloud.
After cloud migration the response is faster, and we are able to create tickets in much lesser time. We are able to seamlessly pullup daily, weekly and monthly reports without any delay
Pros
Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk
Tickets get refreshed faster. There is no latency
Easily trainable to new staff
Integration with MS Teams
Cons
Whatever we implemented inside SysAid, everything seems to be working fine at the moment
Likelihood to Recommend
They are a professional team with experts who have expereince in cloud migration. We gave them our requirements and they helped us to implement and test it. Throughout the Testing & implementation, they were highly professional and guided us in each step.
We use SysAid as our primary IT Help Desk and Ticketing System for internal end-users who are experiencing issues with their technology, whether it be mobile devices, laptops, towers, server issues, and more. We also use it to help users with how to questions and use the AI service as well.
Pros
Generative AI
Assign Tickets to Admin (IT Help desk staff)
Customer Support
Cons
Inventory Management
Workflows are hard to create, confusing.
Likelihood to Recommend
We have used SysAid for over 10 years and we like that they are continuing investing in the product to make it easier and more efficient to use for both our end-users and our help desk staff.
VU
Verified User
Strategist in Information Technology (1001-5000 employees)
Our business use for SysAid is primarily to keep track of active tickets from our end users but over the course of SysAid's evolution it's bought about more features we have been able to take advantage of and some features we are just beginning to.
We have got our assets tracked within the portal now and are starting to use their BI analytics to track our end user issues and as a department getting ahead of issues before they hit us
Pros
Ticket journey tracking
BI Analytics
User friendly
Cons
Spaces UI refresh while editing a ticket causing any update to fail
Email automation - more distinct rulings allowing for better routing once into SysAid
Priority matrix forcefully pushing tickets down in priority
Likelihood to Recommend
I can only really mention my experience as an experience where I feel it's well suited which would be within the IT field. The software feels like it's built around this industry with how it allows me and my team to track our incidents, log any change requests and communicate to our end users in a user friendly UI.
Our firm has used SysAid for over five years now. SysAid has effectively reduced the amount of time IT staff was needed for many daily tasks. SysAid provides help desk ticketing, remote control, hardware and software tracking, and now includes AI. The AI feature is going to be a game changer for us. Users now have the capability to access the Self Service Portal and ask a question regarding an incident or request and receive an answer immediately. If the AI generated answer is not sufficient or does not resolve the problem, it will create a ticket that will be assigned to an IT staff member. This will greatly reduce the amount of time staff is needed at a user's workstation.
Pros
Help Desk Ticketing works well and integrates easily with e-mail. IT staff is immediately notified when a new ticket is created.
Device management and inventory is easily tracked within SysAid. A full report is easily generated for a device detailing hardware and software specifics.
SysAid Copilot AI is phenomenal. It has been designed with the end user in mind. The user can speak to the prompt in natural language and expect a custom response according to their incident or service needs.
Cons
The built in SysAid remote control feature could be improved upon. It often does not render the full screen and the pointer does not line up with the location on the remote computer.
A file transfer capability would be beneficial. TeamViewer, which is integrated into our SysAid, resolves this, but it would be nice to have this feature built directly into the system.
Likelihood to Recommend
SysAid just works. For the number of built in features, it is relatively easy to use and get started with. Getting started with SysAid is hassle free as well. Once setting up the RDS on prem, rolling out to all of the machines is a breeze. The cloud service takes over from there. Device scans will immediately begin sending data to SysAid cloud that provides hardware and software information.
Service Desk Management for Levels 1, 2, 3. Generally, the ITSM and Asset Management for the company, Genius Avenue.
Pros
Help Desk Request Processing/Management.
Change Management.
Release Management.
Reporting
Cons
Asset Management.
Customization Support.
Likelihood to Recommend
The ROI for Sysaid is high. The solution is priced below market value and works well with an easy implementation. We had it up and running in a few weeks.
