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 (Civil Engineering company, 201-500 employees)
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 (Civil Engineering company, 1001-5000 employees)
Sysaid is mainly used to formalize our IT Service Management processes. Before sysaid there was no formal process and no insight in our outstanding incidents. We decided to use sysaid as it was very easy to implement but also had some options for customisation. As a plus they have a very responsive servicedesk themselves.
Pros
easy to install \ configure
easy to use for admins and end users
most of the configuration is already done
Cons
Many outdated manuals
Support website
Better info on add on products especially for onprem installs
Likelihood to Recommend
Because of the modular lic. the model you can start with the easy processes. As you IT department grows in maturity you can buy more modules and grow further. To my opinion this product is very useful in small \ mid-size IT environments
We utilize SysAid as our IT Service Desk ticketing tool to help support our business colleagues. All incidents and requests are entered by the business into the application.
Pros
ITSM Ticketing Application.
Asset Management.
Password Reset.
Cons
We are finding it difficult to create certain reports that we would like to develop.
Likelihood to Recommend
SysAid is a very intuitive, user-friendly ITSM system that is easy to access and utilize by our business colleagues. We enjoy the benefits of the Asset Management tool and the Password Reset capabilities are an extra bonus for us.
SysAid is used across the whole organization and we use it to manage IT problems. The convenience of the product is given by the fact that there are two types of interfaces: one for the user, simple and intuitive; the other for the administrator with various options for managing the ticket.
Pros
Manage tickets for administrators
Insert tickets (for users)
The presence of a lot of categories
Cons
Category management
Homepage management for administrators
Email formatting management
Likelihood to Recommend
When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.
Presently it's being used as a ticketing system in our organization. We are also using the forms functionality with the onboarding / offboarding of our users and we also do some server monitoring with it as well.
Pros
I can't say it does any one thing particularly well.
I can't say it does any one thing particularly well.
I can't say it does any one thing particularly well.
Cons
ticketing
agent deployment and stability
faqs
Likelihood to Recommend
It's not very well suited for all the features it provides. It does everything, just ok, not great at all.
VU
Verified User
Professional in Information Technology (Construction company, 501-1000 employees)
We are using SysAid to collect tickets from our internal users for issues with their technology devices. We use both the portal and email to get them in. We also have CAD support in there to field CAD related tickets as well as GIS related tickets.
Pros
End User Portal
Knowledge Base
Documentation
Cons
Reporting
Microsoft Integrations (Teams/Power BI)
Likelihood to Recommend
Mostly this product is very suited to how we are using it, however we wish we could have some more ability to set up requirements of how many characters to type in, or examples of how to enter in a ticket etc. It would also be nice to have more ability to template emails which we do have in place however
SysAid is used across the whole organization. It is being used as a support ticket management application and to manage technical services change requests. There are 12 different locations, most with 200-300 teammates. SysAid helps us manage and direct requests for when people need help with IT problems and when they have ideas about how our in-house software and other technical services can be improved.
Pros
SysAid support is very responsive and helpful - consistently following up when needed.
SysAid is customizable to the unique needs of our organization
SysAid is continually improving their product
Cons
Workflow action items do not have as customizable notifications as the rest of the system
With multiple email replies containing the same images, the attachment list becomes difficult to sort through and identify non-duplicate attachments.
Understanding how escalation rules and routing rules apply is not as intuitive as I would like.
Likelihood to Recommend
SysAid is well suited for an organization that wants a lot of control and customizability in their helpdesk application, and for an organization that has unique organizational structures. It is less appropriate for an organization that wants a simple, minimal interface that requires little interaction and set-up time to be managed well.
VU
Verified User
Team Lead in Information Technology (Construction company, 501-1000 employees)