SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a built-in remote desktop solution, making us save a lot of money with external remote desktop solutions.
Pros
Asset management of different types of equipment
Helpdesk solution with great customization of forms and options
Built-in Remote desktop solution
Integration with other systems
Cons
The built-in remote desktop sometimes is a little slow
Even if it has a good responsive UI, a native Android app would be nice
Better Managment UI response times
Likelihood to Recommend
It's great for Companies and IT departments with the need for a heavily customized Ticket form, options and layout. It even has a workflow-based customization tool for the flow of the ticket.
I think maybe it's a little overkill for very small IT departments and companies, with very simple requirements.
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.
VU
Verified User
Employee in Customer Service (Legal Services company, 51-200 employees)
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.
As our company's leading platform for managing IT services, SysAid streamlines asset tracking, ticket management, and reporting to increase productivity and user satisfaction. Through automation and proactive management, it tackles important issues like centralizing IT operations, decreasing downtime, and allocating resources as efficiently as possible. While the knowledge base and reporting tools speed up resolution times and facilitate data-driven decision-making, the self-service portal allows users to handle minor issues independently. SysAid is essential to managing IT assets, maintaining compliance, and providing reliable, superior service for internal IT requirements and external customer support.
Pros
Reporting
SLA Management.
Ticket Management.
Transactional Survey.
Cons
Limited Customization.
Cost for Additional Features or move to the Cloud Version.
Likelihood to Recommend
SysAid performs exceptionally well. For example, it makes it possible for our organization to effectively track, prioritize, and resolve IT issues while adhering to SLAs. By enabling users to log and monitor their requests, its self-service portal eases the workload for IT teams. Its automation capabilities make it ideal for automating repetitive tasks like ticket assignments or status updates.
I am a SysAid administrator working at Telesure Investment Holdings. We use SysAid as our main ITSM tool. We are a very large organization using SysAid and all its benefits to help manage our IT support tickets (incidents, requests, and change control).
Pros
Routing
Custom Notifications
Support ticket management
SLA management
Cons
n\a
Likelihood to Recommend
Its the best solution for our organization it fits the environment very well.
The platform's user-friendly interface provides effective ticket tracking, incident management, knowledge management and robust asset management which significantly streamlines IT operations at our company. Previously staff needed to be in the office to access the ITSM software so log or resolve issues, however, the cloud solution provided by SysAid gives employees the opportunity to access the platform anywhere making remote work easier and encouraging collaboration. Also, SysAid Copilot, an AI chatbot retrieves information from our knowledge base to assist our employees without any human intervention.
Pros
With SysAid workflows, we have been able to automate most of our work processes and repetitive tasks
Also, the ability to integrate several applications with the SysAid platform makes it versatile
There is also a centralized knowledge base which makes it easy to store and retrieve knowledge articles and FAQs for guidance to users.
Cons
Poor classification of issues by SysAid support that are classified as feature requests
we have had users experience performance issues a few times especially when dealing with a large number of requests or workflows.
Creating custom reports can be very burdensome
Likelihood to Recommend
This application is suitable for organizations that require customized workflows and automation to fit their unique processes. Also, SysAid’s cloud capabilities and web-based interface allow support teams to assist employees regardless of their location, which is essential for companies with remote teams or require staff to work remotely. The asset management platform allows organizations with several assets to manage these assets efficiently. However, SysAid reports, and dashboard features are basic hence it will not be suitable for an organization that requires extensive reporting using advanced analytics.
VU
Verified User
Analyst in Information Technology (Information Technology Services company, 201-500 employees)
SysAid is used as an ITSM tool in Ecobank Group. It aids are users in reporting their issues and making requests seamlessly. Users and process managers are able to track their work output effectively and efficiently with SysAid. SysAid enables notifications and escalation alerts to be sent at scheduled times to keep all parties informed at each stage of the customer experience journey from the time an issue or request is logged. It also has customization abilities that appeal to specific users, processes and support teams. It also very useful for managing SLAs, assets management, change and problem management. It has analytic capabilities that give insights into tickets logged by users. Reports generated are useful for various engagements with stakeholders and continual improvement. It also has appreciable AI capabilities that serve our users well and enhancing customer experience.
Pros
Introduction of AI capabilities
Easy customization features for special processes and Workflows
Efficient and Effective Analytic features
User friendly Interface for both end users and Admins
Cons
More Flexibility in customizing various aspects of the tool to suit particular needs. Eg. Dashboard can be allowed to have more graph types assign pie charts and line graphs
Teams Notifications should be allowed to carry all necessary information to users and should not be limited in terms of content
Likelihood to Recommend
SysAid is well suited for logging and resolution of tickets, change management and asset management.
The product is really good. We used SysAid for incident management, problem management, Assets management, request management, etc. Also, the product is really Userfriendly, and the creation of the workflow is very easy to handle.
As a business problem, the price of the product is a little bit higher than when compared to the other similar products. However, the overall product experience is really good and recommended for others.
Pros
The user-friendliness of the product is at a higher level.
Creating workflows is very easy to handle.
Live support of the SysAid Customer care is really appreciated.
