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.

SysAid has been working so hard in the last 12 months to improve their interface and fix long term bugs and issues that have been present in the system for some time, they've been adding some amazing AI features starting with a basic chat bot for end-users, then a chat bot for admins and now agent AI tools to automate so many features.

The best part about SysAid though that has always kept me is their amazing support. It's never, ever let me down and available almost 24/7 Review collected by and hosted on G2.com.

The downsides are some of the clunky baked in features, for example the FAQ is unusable for end-users but great for adding knowledge to train the AI systems, the email notifications and workflows are quite difficult to master but when they do work, they work very well. Review collected by and hosted on G2.com.

the simplicity and configuration of notifications, scans, rules when certain events occur. The tool is extremely easy to install, understand, and use. It has a very good support in its self-help, in its user forums and online support, it really knows and knows the product, I have scarcely had to use its services a couple of times in 5 years. I love this software!

our users ask us about a tool and we definitely recommend SysAid (Human Resources/ sales)

we have learned as fast as it is configured that sometimes we support our own clients when they have doubts, we guide them as they can also learn

SysAid will most likely surprise us in the future with more excellently wonderful functionalities Review collected by and hosted on G2.com.

that the BI reports are not free, they carry an additional cost, but they are extremely useful because the old reports had to be obtained one by one and adding more data involved making a new report of zero. with this module the nightmares of making reports are over Review collected by and hosted on G2.com.

SysAid allows us to manage the firm quickly and efficiently. Now, with the new Copilot AI feature, SysAid is like having another IT member on hand to help resolve issues. Customer support is excellent. Any time there is an issue, their techs get to work immediately. Review collected by and hosted on G2.com.

I do not like the SysAid built in remote access service and opted to integrate TeamViewer into the system. Review collected by and hosted on G2.com.

Many detailed out of the box configuration options.

The solution is easy to integrate with other services, via out of the box integrations or using the REST API framework.

We use the system on a daily basis for ITSM.

The customer support is great. Very responsive and helpful helpdesk, biweekly chats with costumer care personnel. Review collected by and hosted on G2.com.

The UX on the admin side is now much improved, but it is a bit buggy after 9 months in production. Thankfully a fallback to classic UI is possible. Review collected by and hosted on G2.com.

I am most pleased about the integration of their new AI agent, and how it references our Sharepoint datapool. It makes the process of end users interesting and enjoyable while providing a streamlined method of ticket submission. Review collected by and hosted on G2.com.

The deployment of the sysaid agent was difficult given our environment and it does not provide a remote access tool for our employees who work strictly on android mobile tablet. Review collected by and hosted on G2.com.

The best thing I like about SysAid is its functionality to integrate with email and trigger workflows based on Status changes and more. It really helps to connect with the users easily and also when assigning for UAT testing etc. So to summarize the best thing for me is the way of communication with the users is very easy when using SysAid.

The Support chat is very helpful and quick in resolving the issues.

The reports and dashboard feature also very helpful for tracking the tickets and status on overall view.

Managing tasks is much easier with SysAid. Review collected by and hosted on G2.com.

Even if the email is the one I like the best, there is one flaw in that. Hope you guys can resolve that. For if we just add an extra comma while typing the recipient addresses, it says "Message Failed" but actually the email is sent. So at first, I was not aware of this and this led me to send the same email again. Also, a quick save while typing the email message would be a great thing because sometimes I have accidentally closed the message dialog box and have lost the whole email which is really heartbreaking, to be honest.

UI must be improved a lot. The UI feels pretty old and blunt, it should be more polished, interactive, and pleasing to the eye. This will improve the likability of users who work on SysAid.

Dashboard charts are non customizable. It comes with default for each report type. The charts needs to be as per the admin's wish and not by default.

Can have sprint features which will also prove more useful for tracking project related tickets. Review collected by and hosted on G2.com.

I've been using SysAid for over five years. SysAid has proven to be a great tool for managing IT services. It performs exceptionally well at ticket management, making it easy to track and resolve problems, and its reporting features offer insightful information about trends and performance. We use it everday to provide services to out internal and external customers. Review collected by and hosted on G2.com.

A lot of the amazing features that would be beneficial to us is only available on the Cloud version. Review collected by and hosted on G2.com.

That is made for IT by IT people. That the new versions are bringing the AI and a few integrations that are good like LanSweeper integration. Review collected by and hosted on G2.com.

In the improvements made in this new version my concerns have been address Review collected by and hosted on G2.com.

SysAid is one of the best ITSM platforms in the market and they have a lot of features that offers better performance when it comes to ticketing and automation. their IU is easy to navigate Review collected by and hosted on G2.com.

they should come up with a mobile apps to meet modern standards as their web application is a bit stressful when you access it from a mobile browser. Review collected by and hosted on G2.com.