Good but Glitchy
March 22, 2016

Good but Glitchy

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

We used SysAid as an IT help desk solution. It helped us prioritize and show our bosses what we were working on. Too many people would just call us up and want us to drop everything and at the end of the day we had no evidence that we did anything. This provided it for us.
  • It was a very good help desk solution!
  • It routed the trouble tickets very nicely.
  • It was easy for end users to use.
  • They kept adding things and it decreased the functionality and quality of the product.
  • The email feature kept going down on us.
  • We could almost never remote into a system after the upgrade to 8.0.
  • It made management realize how much work some people were doing compared to others and when we needed to hire more help.
  • For our small company, the costs got to be too much.
  • The help desk was helpful, but they had odd hours since they are based in Isreal. I swear one day it sounded like someone was calling me from the back of a pickup truck that had chickens on it.
These both were more than comparable to it.
SysAid is meant for IT help desks, we also tried to use it for other departments, but it's best in IT.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change requests repository
Change calendar
Service-level management