Our experience with SysAid
September 01, 2020

Our experience with SysAid

Paulo Tracanas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is being used across the whole organization, and within 2 companies as well. We use it to manage ticket requests, as well as for asset management and checking that software installed in every asset. It's configured to send ticketing alerts, too.
It's used by 8 SysAid administrators. All requests are made via desktop shortcut or mail sent to a certain mailbox
  • Asset management
  • Ticketing alerts when we're away from the company
  • CMDB
  • Software licencing
  • Tech support. It is being improved recently and now I can say it's really working when we need it
  • It could have some host monitoring included like NAGIOS
  • With SysAid we can track requests in a easy way, either internal ones or requests from our clients.
  • BMC Helix ITSM (Remedy)
SysAid is much easier to use and have proper tech support. We'd use "RT" but this one was free and no support included. RT also had a very small database so we had a few problems when the number of tickets started to grow.
Like I said: now Tech Support is working great. At the beginning was not that good and could hardly solve any problems.

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?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?


BMC Helix ITSM (Remedy)
SysAid is very good on ticket managing
But, SysAid has too many options to configure, and sometimes that's not that good. Too many menus.
Assets could be a bit easier to configure (asset output or assets list).

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
Not Rated
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