SysAid - Simple and easy solution.
Updated April 22, 2025

SysAid - Simple and easy solution.

Garan Thomas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is being used by the IT department and Facilities department to facilitate service requests and IT incidents.

We use it to support our e-learning, finance, IT and new starters team. It has addressed the issue of users contacting IT for support and helps us report on common issues, returning issues and helps us stay on track with user requests and incidents.

Pros

  • Easy to use and set up
  • Very configurable
  • Great integration and user management
  • Asset management
  • Artifical Intelligence

Cons

  • Outdated interface
  • Clunky agent
  • Some annoying niggles here and there
  • Allowed us to get VIPs up and running ASAP
  • Allows us to respond to all tickets same day
  • Ensures that valuable time is not spent trying to self service issues without any support
SysAid workflows are good when they are working but take some time to configure and get right. There are some hard and weird limitations when desgining workflows but SysAid are constantly building on this and improving this with regular updates and soon I imagine it will be next level with AI Agents taking on alot of the work for workflows.
Immediately upon setup we were able to use SysAid and benefit from the featureset, taking on user feedback to constantly adapt the system to work for us not against us. The system is a great resource for IT admins and it's not one of those "user first, admin last" updates, they regularly support Admins time and effort as well as the users ensuring that updates are spread evenly across both user types.
SysAid is a completely different product and althought ZenDesk may have it's looks, it is badly implemented and badly designed for IT interfaces, requiring multiple add-ons and paid integrations. SysAid has everything you need out of the box and is built for IT admins, which can be a slight downside if you need it for various systems and teams but great for ITSM

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

No

Would you buy SysAid again?

Yes

SysAid assists us in managing our assets, managing our workload, finding out where issues arise and who the most affected people are. It allows us to engage with the users in a professional manner and retain an audit log for all tickets. SysAid sometimes falls flat with it's outdated interface for the admin side but the users never get to see this. SysAid could do with a little facelift for the admin side.

SysAid Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
10
Expert directory
5
Service restoration
3
Self-service tools
9
Subscription-based notifications
10
ITSM reports and dashboards
10
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Change management
6.0
Change requests repository
6
Change calendar
Not Rated
Service-level management
Not Rated

SysAid Support

SysAid support is second to none, always available to help on live chat, calling, e-mails and they are thoroughly engaging. Always finding the right people to help with any issue no matter what your expertise level is. They are truly there to assist and love doing what they do. I can't count how many times they've helped me in the same hour to resolve 99% of my issues.

Using SysAid

SysAid is very easy to use and get to grips with. It's very easy to customise and is truly customisable to almost any extent. Professional services are able to build a totally custom system for you if you so wish. They've always been able to offer anything i've asked for, or an alternative that works just as well.

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