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SysAid - Simple and easy solution.
December 15, 2020

SysAid - Simple and easy solution.

Garan Thomas | TrustRadius Reviewer
Score 9 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.
  • Easy to use and set up
  • Very configurable
  • Great integration and user management
  • Asset management
  • Outdated interface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

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 SysAid sometimes falls flat with it's outdated interface for the admin side but the users never get to see this.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.