SysAid is an essential and user friendly ticketing tool
January 22, 2021

SysAid is an essential and user friendly ticketing tool

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SysAid

SysAid is used by the whole department in my company. This tool is used to create a ticket, service request, change request, problem request, etc. This tool is associated with Control-M, so whenever we receive any failure or a long running job or a job that is not executed on time in the control-M, we receive a ticket against it on SysAid
  • Easy to create any service request
  • We can assign multiple tickets for same group at the same time
  • Easy to close the tickets as well as service request
  • Easy to use
  • No training required to use it; just two to three KTs are enough
  • Sometimes when we assign multiple tickets to the same group, it lands in some other group
  • It logs off in few minutes
  • A little slow as compared to some other ticketing tools like Maximo
  • Easy to operate
  • Ticket creation and SR creations are very easy
  • Multiple assignment of the tickets is a major problem
  • Multiple assigned tickets of the same groups some times land in some other group
I have been using this tool for the last two years, and being an IT professional, I always used to review the tools. This is an essential ticketing tool and moreover it is cheaper than other ticketing tool.

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?

Yes

Would you buy SysAid again?

Yes

  • It is a very useful tool to create tickets
  • Easy to use
  • No additional training is required to use this tool
  • Very user friendly
  • Closing of the tickets is very, very simple



  • It is an essential ticketing tool
  • Easy to operate
  • Ticket and service requests are easy to create

SysAid Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Service restoration
9
Self-service tools
8
Subscription-based notifications
8
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
9
Change requests repository
8
Change calendar
9
Service-level management
8

Using SysAid

4000 - It is used to create of tickets, Service requests, Problem request, Change record, Emergency change, chat console, chat sessions.
It provides admin portal as well as personal portal.
  • ticket creation
  • assigned the tickets to other queue
  • create the service request
  • Multiple assignment of tickets are its major issue
  • It is easy to use
  • user friendly
  • cost effective
  • Will use it in future also
Avigilon Access Control Manager (ACM), IBM Maximo

Evaluating SysAid and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
It is cost effective so will recommend this tool always.
I have used Maximo in my last company and I have experienced that SysAid is better than Maximo

SysAid Implementation

I am just a user so can't comment of implementation part.
  • I am just a user so can't comment of implementation part.

SysAid Training

Yes, It is very very simple tool to learn. It will take hardly 2-3 KTs. No as such addition training is required to use this tool.

SysAid Support

ProsCons
Quick Resolution
Knowledgeable team
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Poor followup
Problems left unsolved
Not kept informed
Yes - Issue with multiple assignment of same group's tickets at the same time,

When we assign multiple tickets of the same group to some other queue. some of the tickets lands in some different queue.
Always when needed any help.

Using SysAid

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Creation of tickets
  • Creations of service requests
  • Very user friendly
  • Easy to use
  • No addition training is required to use this tool. just 2-3 KTs are enough
  • It provides self and Admin portal
  • Chances of landing the tickets in some wrong queue if we assign multiple tickets at the same time.
  • Auto logged off in just few minutes.

SysAid Reliability

This is very reliable and essential ticketing tool.
It is always available and whenever need any maintenance, we receive an outage mail prior the outage.
No, In my company it is integrated with the Control-M and when ever we receive any incident of the control M console, we receive a ticket at the same time on SysAid.