ITSM tool that suites other service departments
Updated April 01, 2022

ITSM tool that suites other service departments

Leonel Rolando López Ventura | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

We use SysAid at Unicomer across the company as ITSM tool as a centralized contact center for all countries, not only for IT purposes. We have deployed to manage other business units such as Customer Experience, Human Resources, Complaints, Credits, and some others departments. We use SysAid as a Service Management for many areas of our company (internal/external customers).
  • SysAid manages Helpdesk Support teams very well
  • Self Service is a plus that reduces queues in Support departments
  • Escalation rules help to distribute the tickets based on due dates
  • email notifications are good
  • Access to certain log tables could be very helpful when you need track or follow up some ticket modifications
  • Reports module could do more if we could Access more data from certain Service record types
  • SLA management and measures are kind of confuse process to config
  • Expose data for analytics
  • Reduction of 20% of Customer demands
  • Reduction of resolution time for sales procedures
  • Increase of 30% on resolution ticket for IT departments
Users get more followup of their tickets, and also are getting the culture "no ticket, no issue", is the best way to be measured and collect data for analytics.
We only use sysaid for IT service management, asset, cmdb and projects are managed in different way, self service portal, email integration and helpdesk module, helps to get a better workload, also routing rules and escalation rules improves the service management
SysAid provides good benefits and the cost is reasonable. You can do more deep insights with your data on premise, but costs increase.

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?


Would you buy SysAid again?


Well suited scenarios: Contact Centers, Servicedesk, IT Support, Services departments. Less appropriate scenarios: sales, marketing.

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
Change requests repository
Service-level management

SysAid Support

Sometimes takes a long time for solutions and Support sometimes is not on [during] my working hours.

Using SysAid

We don't use all of modules available on SysAid, but we could exploit those functionalities.