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A great ITSM system
December 18, 2020

A great ITSM system

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

Overall Satisfaction with SysAid

We are using SysAid to collect tickets from our internal users for issues with their technology devices. We use both the portal and email to get them in. We also have CAD support in there to field CAD related tickets as well as GIS related tickets.
  • End User Portal
  • Knowledge Base
  • Documentation
  • Reporting
  • Microsoft Integrations (Teams/Power BI)
  • It helps our IT Staff to organize incoming tickets and distribute work.
We think it is a good fit for how we are using it at our company so I'd give it a 10.

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?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

It is pretty simple to use. I don't have any issues with how you use it to set up.
Mostly this product is very suited to how we are using it, however we wish we could have some more ability to set up requirements of how many characters to type in, or examples of how to enter in a ticket etc. It would also be nice to have more ability to template emails which we do have in place however

SysAid Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
9.0
Asset management dashboard
9
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

Using SysAid

600 - Engineering functions
20 - Help desk to system specialist.
  • Self Help
  • Passing out Tickets
We have been using it for over 8 years and continue to renew it.

SysAid Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - Not something we need