Long time SysAid user
September 30, 2020

Long time SysAid user

David Trafford | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

We started with just IT Operations, as in the service desk. From there it moved to application support and IT Infrastructure. We have at least seven different application teams. Some are internally built applications and some are third party. Now we are using with marketing, finance, and client care. We are working next to roll out to building services and human resources.
  • ITSM
  • ITIL/Change Management
  • Reporting
  • Asset Management (as in an LDAP connection to AD)
  • Patch Management
  • Look and Feel
  • Ability to track issues and problems better
  • Automation of tasks with the new Automate Joe
  • Cost is lower than most other alternatives
  • Customization is available with SysAid, unlike some competitors
Spiceworks is good for a small ticketing system. No workflows available.
When we started with them over 7 years ago their support was lacking. It would take days to get a response and was bounced around to different people to fix the issue. Over the last two years it has been one of the best support teams of all of the companies we work with. Their chat is the best part of it. Most of the T1 agents that manage the chat can resolve any issues I have had.
It does take a bit of work to get configured without their professional services. Once it's all set up then it works as expected. I would still like to see the end user/service portal to look nicer and more modern. As well as more options for the email templates.

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Great ITSM tool that works for anything you might need to track with tickets. We had issues with a lot of problems being tracked with just emails. More and more departments are seeing the advantage of using a ticketing system. The workflows are great and a big improvement with the latest release having the visual workflows now. They are constantly working on each module to improve them one at a time. Might not work so well for your main asset tracking, but that's been improving as well.

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