SysAid makes it all better
Updated December 28, 2021

SysAid makes it all better

Dave Joseph | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is used by our main staff service departments, IT, HR, and Properties. It is used to log and track the response time of customer request. It allows us two opportunities: 1) to quantify performance and 2) provides us data for strategic decision making. due to its success it i sbeing expanded to ur legal department as well
  • Customer support is always readily available and supportive in addition to account managers who work with side by side with us to get the best out of the application.
  • Always improving, allows me to customize the app to meet my needs and simplify and automate some processes freeing up valuable time for better resource management.
  • Application integration, SysAid is able to be integrated with other applications, SysAid itself has many functions like remote access, chat, asset management, automation.
  • create workflows allows us to automate manual processes within the organization
  • Only suggestion is a better method for training, although they have professional hours for one-on-one guidance and a help tutorial, I believe there should be an online or even pre-recorded options for companies to enroll their staff. In my situation I am the only administrator which makes it difficult to get training since it's more feasible to train a group of persons.
  • flexibility of the reports to allow complex formulae from excel
  • Improve SLA response.
  • Improve efficiency on resources.
  • Decision making data for strategic decision making.
  • Better streamlining of processes.
Always available to assist, responses are a team effort with updates along the way. had a couple complex problems that the team was able to escalate and sort, it did take a while but updates were always forthcoming which made the process more tolerable, things are also done in a way that you learn to troubleshoot as you go along

Do you think SysAid delivers good value for the price?


Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?


Did implementation of SysAid go as expected?


Would you buy SysAid again?


end users portal is very customizable to suit the needs or comfort of your internal clients while still allowing us to capture the necessary data for performance analysis. the admin portal also allows us to mainatain an accurate account of the work done per administrator, by user or department, scalable to categories and sub categories.
Professional services is just that professional, i have had the opportunity to use this service on several occasions, a technical issue comes up, i made an appointment for one hour and i am contacted at the required time, the representative that hold of my system and goes through the problem while i look on so its also a learning process
the process was better than expected because the sysaid representative were able to meet with us and allow us to renegotiate some of the terms which allowed us to lower the cost, the rep was alos able to suggest some cost savings measure without jeopardizing the impact of sysaid on our processes.
It is more suited for a service environment, where each request can be recorded, assigned, managed and reported. Reports can provide limitless information. SysAid is adaptable to the needs of most departments, once there is a customer request and a follow-up action sysaid can be beneficial. For example, in a finance department SysAid may not be relevant when it comes to processing payroll or invoices but if there is a query SysAid can record the query, record who is assigned to respond, track how long it takes to respond/resolve, record this information for future analysis, assist in closing loopholes or improving efficiency.

SysAid Feature Ratings

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

SysAid Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
at this time because of cost constraint from the pandemic we were unbale to afford this service at this time, the pandemic did a number on our company so we currently experiencing major cost savings practices. we do however recognize the vast amount of features available from sysaid and premium support would be needed for us to maximize these resources.
Yes - yes i did, one was one particular admin was unable to sign in and another the survey feature did not react the way it was supposed to, both were reported and a rep made contact was able to resolve immediately and the other had to be escalated but was eventually resolved as well
yes i wanted to automate tickets based on department which could not readily be done but the rep persisted and persisted until he was able to find a work around even when upon escalation was told that it could not be done, at the end my escalation rules work perfectly it little more manual work to configure but once done life gets alot easier