Decent, inexpensive solution provided you understand the constraints
January 02, 2021

Decent, inexpensive solution provided you understand the constraints

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid has been rolled out as our ITSM solution for our entire company. It will be leveraged as our incident, service request, problem, change and CMDB/asset management system.
  • Very customizable
  • Frequent webinars available
  • Relatively inexpensive compared to competitors
  • Support is lacking--offshore and ineffective
  • Lack of automation
  • Core functionality missing, such as automated CI relationships
  • SysAid has met general goals from an incident and service request standpoint
  • Asset management and CMDB are lacking due to no automated CI available
  • Inexpensive, so for the budget it was great
It takes weeks for any support issues to be resolved. It's a back-and-forth email tag game with support being overseas where it's almost non-helpful. I have had to leverage my account exec to get anything done. When you are able to sign up for tier-two support, it takes weeks to get it, and their calendars are booked for a week or two--and it happens at odd times like midnight due to time zone differences.

Do you think SysAid delivers good value for the price?

Not sure

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?


Once you are walked through how to configure the tool for the various modules, its not difficult to maintain--provided you keep up to date on any large feature releases where core functionality changes drastically. Overall, it's a fairly easy tool to use and not too complex, as opposed to other solutions I have leveraged at other companies.
SysAid would be well suited for implementations where a quick setup is optimal and where you don't need to integrate quickly to other solutions with an expected OOB connector. Custom development work would be required via API, which may not be an issue, depending on your organization. Some automation is available (e.g., Automate Joe); however, it's an add-on, so you feel like you're being nickel and dimed, which can be challenging if you didn't budget for this ahead of time.

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
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated