Item: SysAid
Rating: 5
Author: Prosper Thaels

Use Cases and Deployment Scope

We're using SysAid as our internal IT ticket and asset system.

Pros and Cons

Flexible.
Asset management - automatic devices in the system.
SysAid Agent.
Both asset and ticket system.

Not intuitive.
Interface looks old-school 90's.
Ticketing system misses basic functionality.

Return on Investment

Assets are automatic entered into the system. No errors are made as it is automatic.
Excellent onboarding and project management.

Both assets management and ticket system integrated and a pc agent. Most systems do not have both. Some other products do not support SSO with AzureAD. Kaseya does have VSA and BMS (Vorex) - those systems work separately. It is possible to connect both but this did not work for us. Also it has high costs.

Key Insights

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

Other Software Used

TeamViewer, Skype for Business (formerly Lync), Microsoft Teams

Likelihood to Recommend

In the ticket system are messages and notes. These are two different systems. If you use the email functionality (send mail to ticket system as user) the ticket enters the messages system. If a support employee need to respond to the ticket it needs to be done in the messages system. The notes system has no HTML functionality. This is really strange as all other ticket systems do have this as basic functionality.

SysAid Review

Overall Satisfaction with SysAid