My great experience with SysAid
March 05, 2021

My great experience with SysAid

Giovanni Mattei | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is used across the whole organization and we use it to manage IT problems. The convenience of the product is given by the fact that there are two types of interfaces: one for the user, simple and intuitive; the other for the administrator with various options for managing the ticket.

  • Manage tickets for administrators
  • Insert tickets (for users)
  • The presence of a lot of categories
  • Category management
  • Homepage management for administrators
  • Email formatting management
  • Less phone calls (positive)
  • More effort to manage tickets (negative)
  • Better organization of work and priorities (positive)
We evaluated program GLPI and another program written on sharepoint whose name I don't remember. The first was free but on prem and we were looking for something on cloud. The second was paid and on cloud, but it was too complex to use. SysAid offers a solution both onprem and on cloud and is extremely customizable.

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?


When you are in a large company and you have several people who manage the IT department, Sysaid allows you to automatically sort the various tickets and assign them automatically to groups of administrators in charge based on the categories. So it is important both that the categories are not too many and confusing for the user eho has to choose them when creating the ticket, and that there is a correct association between categories and IT administrators.
Clearly, small companies may not need a large subdivision by categories, but SysAid is still very convenient for managing tickets even if there is only one IT administrator.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
ITSM reports and dashboards
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated