Superhero status. Solid solution for help desk and asset management.
March 02, 2021

Superhero status. Solid solution for help desk and asset management.

Eric Mesa | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is currently being used by our Internal IT department for inventory tracking and help desk management. It is also used by all of our teaching and support staff to create help tickets using the end user portal. We use SysAid to filter all requests for projects and other day to day issues in one location. All eyes from the IT department can then see everything that is coming in and what is high priority.
  • Inventory Tracking. SNMP, agent, agentless, manual import, schedules. It is a multifaceted tool for bringing devices into one location for inventory.
  • Help Desk ticket category routing. Great for filtering specific requests to specific IT staff.
  • LDAP sync. This is great for user account creation on a schedule and login.
  • Login History. We use this almost daily to click on a user and find out where they have logged in. Helps when trying to determine the PC they are currently using or having issues with.
  • More frequent updates. I feel like more on premise updates and new features could be improved.
  • A better mobile experience. There is an iOS app, but Android is webapp focused.
  • An improved project tool for templates.
  • Return on Investment has been great. We have an on premise setup that is minimal to maintain. Without using SysAid our department would be in disarray.
  • Projects Tool - This has been imperative with our HR team and IT.
  • Inventory Import has been huge. We can attach budget sources, internal asset tags, costs, and purchase dates for devices like iPads and Chromebooks to reference for our replacement cycle.
We investigated Grouplink, Trackit!, and BigHelpdesk prior to moving to Sysaid.

Grouplink's tool interface was a clunky and outdated. If we are spending time in a tool, it needs to be intuitive.

Trackit! was outside of our budget to assign licenses to all our end users for the end user portal. This was also our help desk tool at the time.

Webhelpdesk was only helpdesk and did not offer integrated inventory management.

Do you think SysAid delivers good value for the price?


Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?


Did implementation of SysAid go as expected?


Would you buy SysAid again?


SysAid has been great to capture our inventory all in one database. We are able to run reports for both inventory and help desk. The end user portal is what brought us over to the platform many years ago. We needed a solution that allowed end users to open, update, and close tickets on their own. This has been a huge timesaver for the IT Staff.

It is also very helpful to go back on previous closed tickets for reference. I also utilize the email integration to send system notification messages to SysAid for outages or project communication from external tools.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Not Rated
Service-level management