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.

Verified User

Employee in Information Technology (Civil Engineering company, 201-500 employees)

Vetted Review

1 year of experience

SysAid is a great tool for internal Help Desk Support at [...]

Rating: 8 out of 10

Incentivized

December 19, 2024

Use Cases and Deployment Scope

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.

Verified User

Strategist in Information Technology (Civil Engineering company, 1001-5000 employees)

Vetted Review

7 years of experience

Easy to use setup Service Manegment tool

Rating: 8 out of 10

Incentivized

November 2, 2022

Use Cases and Deployment Scope

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Many outdated manuals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

erwin klomp

Manager IT in Information Technology at ArcelorMittal Projects Europe (Civil Engineering, 201-500 employees)

Vetted Review

8 years of experience

SysAid helps IT Support

Rating: 10 out of 10

Incentivized

March 31, 2022

Use Cases and Deployment Scope

Use it for Helpdesk (Service Desk), Asset management, Knowledge base, record management.

Pros

User send in service desk ticket for floor support
Equipment request and approval
Asset management and record
System notification to end users

Cons

Faster or more frequent LDAP sync
Sometimes record created in CMDB CL list does not match with records in Asset List.
User friendly interface to create custom Report.

Likelihood to Recommend

Tracking of Service Desk ticket, record the actions or conversation between Technician and end users.

Terence Tse

Sr. Network Administrator in Information Technology at Capform Inc. (Construction, 1001-5000 employees)

Vetted Review

3 years of experience

SysAid - Great Features, Added Benefits, we would buy it all over again!

Rating: 9 out of 10

Incentivized

December 30, 2021

Use Cases and Deployment Scope

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.

Robert Henry

IT Director in Information Technology at Bailey Metal Products (Building Materials, 201-500 employees)

Vetted Review

1 year of experience

My great experience with SysAid

Rating: 9 out of 10

Incentivized

March 5, 2021

Use Cases and Deployment Scope

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.

Giovanni Mattei

System Administrator in Engineering at Rubinetterie Bresciane Bonomi S.P.A. (Building Materials, 201-500 employees)

Vetted Review

1 year of experience

Can't deliver on the basics, support is ineffective.

Rating: 2 out of 10

Incentivized

March 3, 2021

Use Cases and Deployment Scope

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.

Verified User

Professional in Information Technology (Construction company, 501-1000 employees)

Vetted Review

1 year of experience

A great ITSM system

Rating: 9 out of 10

Incentivized

December 18, 2020

Use Cases and Deployment Scope

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

Emily Duran

We Developer in Information Technology at Bolton & Menk (Civil Engineering, 501-1000 employees)

Vetted Review

3 years of experience

SysAid "The Bomb"!

Rating: 10 out of 10

Incentivized

December 18, 2020

Use Cases and Deployment Scope

Sysaid is being used across the whole organization. Being used for our Help desk needs. Audits, and so on.

Pros

escalation and routing
simple user portal for users
work flows are good and easy to manage

Cons

customized reporting
pricing on features is too high
support is slower but understandable since HQ's is not in the US

Likelihood to Recommend

Tickets are sent through quite fast. It is all about the user experience and to simplify their access.

Darin Menssen

Engineering Technician in Information Technology at Bolton & Menk Inc. (Civil Engineering, 501-1000 employees)

Vetted Review

3 years of experience

An all around great tool for large organizations with unique needs.

Rating: 9 out of 10

Incentivized

December 16, 2020

Use Cases and Deployment Scope

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.

Verified User

Team Lead in Information Technology (Construction company, 501-1000 employees)

Vetted Review

3 years of experience

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