An all around great tool for large organizations with unique needs.
December 16, 2020

An all around great tool for large organizations with unique needs.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is used across the whole organization. It is being used as a support ticket management application and to manage technical services change requests. There are 12 different locations, most with 200-300 teammates. SysAid helps us manage and direct requests for when people need help with IT problems and when they have ideas about how our in-house software and other technical services can be improved.

Pros

  • SysAid support is very responsive and helpful - consistently following up when needed.
  • SysAid is customizable to the unique needs of our organization
  • SysAid is continually improving their product

Cons

  • Workflow action items do not have as customizable notifications as the rest of the system
  • With multiple email replies containing the same images, the attachment list becomes difficult to sort through and identify non-duplicate attachments.
  • Understanding how escalation rules and routing rules apply is not as intuitive as I would like.
  • When our end users use the system, it helps expedite the help desk process.
  • It is helping us eliminate alternative pathways for our end users getting assistance
I have had nothing but positive experiences working with the SysAid support team. There are multiple pathways to request and receive support, which are all connected with each other. I get an efficient and effective response most of the time and when there is not immediately a good answer, they create a support request to follow up for resolution.

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?

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?

Yes

The interface is not as pretty and intuitive as some would like, but the ability to customize the experience from the administrative side has been super helpful.
SysAid is well suited for an organization that wants a lot of control and customizability in their helpdesk application, and for an organization that has unique organizational structures.
It is less appropriate for an organization that wants a simple, minimal interface that requires little interaction and set-up time to be managed well.

SysAid Feature Ratings

Incident and problem management
7.0
Organize and prioritize service tickets
9
Self-service tools
5
Subscription-based notifications
5
ITSM collaboration and documentation
9
ITSM reports and dashboards
7
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
6.5
Change requests repository
8
Change calendar
Not Rated
Service-level management
5

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