SysAid Reviews & Product Details

SysAid is a cost effective ITSM tool compared to the most of the ITSM tools in the market. Overtime ticket logging in SysAid has been improved. I love the BI Analytics that has been implemented as it helps us track SLA's. I like the Copilot introduced, as it makes it ease to integrate with available knowledge sources to help user resolve issues quickly.

SysAid has a lovely customer support base. You receive good response on the chat and mails and when the level 1 cannot assist you are redirected to level2. The business managers we have engaged so far have also been wonderful.

I like the asset inventory of SysAid, you can at least also monitor the availability of the asset. And am excited about the current progress of developing the copilot to integrate with the Asset Inventory.

SysAid is easy to use and workflows are easy to customize with the help of the professional services. Review collected by and hosted on G2.com.

The Knowledge database reporting is not exhaustive. Review collected by and hosted on G2.com.

Currently, we are continuously improving our internal AI chatbot within SysAid by feeding our datapool on a daily basis. This is making a real impact on our IT team, as the knowledge base keeps growing and allows us to resolve common incidents and service requests much faster.

In addition to that, SysAid helps us manage software licenses and gives us clear visibility of our actual annual costs, which is very useful for tracking upcoming renewals.

On the other hand, we would like to see improvements in the reporting area. The interface there feels more basic compared to the rest of the platform and doesn’t offer the same level of depth as other sections.

That said, we are really looking forward to seeing how the new Connect module evolves. Review collected by and hosted on G2.com.

On the other hand, we would like to see improvements to the internal reports, as the interface is more basic compared to the other menus offered by the tool Review collected by and hosted on G2.com.

The reporting and analytics tool from SysAid help in monitoring recurrent system problems while tracking service efficiency. These capabilities the making of enhances data-driven quality improvement decisions

The tools automation features help to streamline routing of tickets, approvals and the escalation process and this eliminates the many manual follow up at the same time improving response duration in handling quality associated system problems

The centralized ticket and issue management enables my team to track and resolve any system related issues that impact the compliance software, quality control tools and production monitoring systems. Review collected by and hosted on G2.com.

There is lack of transparency in the tools pricing as detailed costs are hidden from public

Automation, configuration of workflows and integration need extra set up time and training Review collected by and hosted on G2.com.

What I like the most is the easy and useful way to use the tool. Additionally, it helps me a lot when clients generate tickets and allows me to solve them quickly and efficiently. Another important point to highlight is the incorporation of AI, as it greatly facilitates the use of the tool for both me and my colleagues. Another advantage is the technical support, which is very fast and effective in solving problems. When integrating it with my operating system, it was a very simple process that did not require much management time from the technicians or the people using the program. Finally, we chose this system because it offered the best services at a very competitive price. And the final point is that by making the ticketing task so much easier for us, it generates better performance in the company when managing problems, as it is very fast and agile during a high workload. Review collected by and hosted on G2.com.

Mainly, what I don't like about this tool is that it requires several integrations for the experience to be 100% complete, which increases the cost. Additionally, for large companies, it is a less robust software (this is not our case since we are a small/medium company), but when working with other clients and ensuring they know how to use it, it is not always the best. Review collected by and hosted on G2.com.

I like SysAid because it has allowed us to implement processes like incidents, changes, problems, and asset management effectively. The dashboards give us better visibility into tickets, which has significantly improved our operations. We can prioritize services based on impact and urgency, identify root causes of incidents, and schedule changes more effectively, resulting in zero impact. Additionally, the initial setup of SysAid was transparent, and I am highly likely to recommend it, giving it a 10. Review collected by and hosted on G2.com.

The support team must decrease response time and resolution time. It sometimes takes a lot of time to receive an update, which is frustrating. Review collected by and hosted on G2.com.

What I like the most is how AI allows different tasks to be automated for the tool's agents. It is very useful for resolving a large volume of incidents from the self-service portal, thanks to the ease of feeding the knowledge base. Integrations with other tools are also being expanded, which improves performance. The interface is better in its Spaces version. The support levels are adequate and the ROI is good for mid-market companies. Review collected by and hosted on G2.com.

The reports must improve as they do not allow for great customization. Review collected by and hosted on G2.com.

The ability to automate the ticketing process and their AI feature that helps with the solving of tickets. It also provides performance insights on a weekly basis. Hence allow us to keep track of what is happening in our IT department. It also has a self-help feature that users can maximize Review collected by and hosted on G2.com.

There is a limited to the number of assets that can be added to the SysAid Asset management module based on the license you purchased. It would be good if the Asset limit could be increased Review collected by and hosted on G2.com.

SysAid has brilliant ITSM features that ensures assets are well managed and incidents are fully handled

Our workflow are largely automated by SysAid, for instance, call routing, ticketing, onboarding, among others

The establishment of a knowledge base rises the satisfaction of clients and this lowers the daily tasks of the help desk front-liners

All assets are fully tracked, and in case there are incidents, the software gives a guide on what to be done Review collected by and hosted on G2.com.

SysAid remote features are sluggish and this also happens on mobile apps.

The support team takes a while to rectify bugs, which may result to email polling delays or occasional freezing of data or emails Review collected by and hosted on G2.com.

Its integration capability with Microsoft, its technical support, and especially the ability to implement functionalities such as the mailbox, make it our daily tool and it is very easy to use. I also really like the chatbot and the new interface that give it a modern and refined touch. It is an easy-to-use tool for IT technicians. Review collected by and hosted on G2.com.

The reports it generates do not meet current needs. Review collected by and hosted on G2.com.

I like SysAid's simplicity and its agentic approach to request and incident management. The agent embedded in SysAid helps in providing first-level resolution to often re-occurring issues, and the interface is simple to use, even for first-time users. Review collected by and hosted on G2.com.

There are instances of improper routing of tickets, and there are instances of tickets not reflecting in our queue, but it is reading on the servicedesk side of things. Review collected by and hosted on G2.com.