SysAid Review
May 24, 2022

SysAid Review

Roman Lorenzen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

I used SysAid as a HelpDesk system. This product was really great, and allowed us to use SSO with Google Workspace. Also, SysAid has a very nice feature that allows you to make complex queries to assign tickets to specific technicians and groups. This was VERY helpful in being compliant with our SLA.

Pros

  • Automatic Assigning of Tickets to Technicians
  • Filter tickets to very specific info
  • Reports are very detailed

Cons

  • Automatic deployment to Mac's would be nice
  • Remote Desktop could have better interface
  • Escalation to Tier 2 support could be easier
  • Quicker Resolution of Tickets
  • Ease of User for End Users
  • VERY Customizable
  • Great Implementation Team
SysAid is super nice. I cannot say enough how great the auto-assign ticket feature is. That alone is a game-changer. Our query to assign tickets is very complex because we use SysAid to manage tickets for our standard helpdesk tickets (divided by site location), student information system, network team, and system administration. This feature works FLAWLESSLY!!

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

Yes

Would you buy SysAid again?

Yes

I cannot say enough about the automatic assignment of tickets. This means I do not need to sit at my desk and assign tickets to everyone. It works FLAWLESSLY!! Ben was a great help in setting this up! It was VERY easy to deploy and have users access the portal using Google Workspace SSO I used a DNS forward to the SysAid cloud address and they used one of my certificates to make this work! Very nice!!

SysAid Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Service-level management
10

Comments

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