March 03, 2021


Romulus Dacara | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

For now, [SysAid] is being setup and for use by IT department. It will be primarily for Help Desk (Incidents & Service Request) management, Patch & Asset management.
  • Asset discovery (WMI scanning)
  • Ticketing system integrated with Patch & Asset management
  • Email integration, compatibility with on-premise email system such as IBM Lotus Notes.
  • On ticketing system GUI interface, pasting of image or screen shots should be possible.
  • On Patch management, it should have a module or tool to see connection to GFI servers.
  • To be: compliance to audit & standards (IRM, ISO, Infosec & others)
  • To be: Better asset management
  • To be: better patch management

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?


We started to setup & use SysAid last January, 2021 but we encountered several issues. Some are fixed but other issue remains unresolved.
On the technical aspect, tickets has been to SysAid help desk and it is currently active. Waiting for SysAid response.
One expectation we would like to see, is to improve the response time & support.
1. We are having difficulty booking the experts to do remote session. For us, doing remote session or analysis is the best (same as other vendor such as Oracle, Cisco, etc..)
2. Response time is based on their time zone only. We expect them to do "follow the sun" rule since the product is sold globally.

SysAid Feature Ratings

Organize and prioritize service tickets
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