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SysAid--the best of the best in ITSM!
Updated December 28, 2021

SysAid--the best of the best in ITSM!

Kevin McCusker | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SysAid

SysAid is being used at our organization as an ITSM tool to effectively deliver IT services to our organization. We are using it for ticket management, self-service knowledge base, asset management, patch management, and reporting. The goal is to eventually roll this out to our entire global footprint.
  • SysAid ticket management is completely customizable to fit our business needs.
  • Asset management gives complete visibility into assets across the organization and reporting.
  • The self-service portal is extremely user friendly and cuts down on the amount of tickets that actually make it into the queue.
  • Active directory integration is fantastic.
  • Customer support is excellent.
  • The onboarding process is amazing and leaves no stone unturned.
  • The integrated remote control piece works but we miss some features of a more robust product.
  • There are tons of customizations that can be made but sometimes navigation is difficult to find a setting--but the help feature is excellent.
  • We have never had a system in place to categorize and keep track of incoming requests, and SysAid had made this an easy transition.
  • SysAid is one of the more affordable options when compared to other products in this space.
  • SysAid was one application that we looked into that provided us the single pane of glass with all the needed features in one easy-to-use cloud-based application.
Chat is very responsive and straight to the point.

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

There are a few user interface issues that we are seeing especially in the Project Management piece that would need to be improved upon
The Onboarding process was very helpful and well planned out.
None at this time.
This is the first implementation of a help desk system within our organization. Users are used to making a phone calls and getting help immediately. The end-user portal is easy for end users to navigate and submit tickets, making this transition a lot easier for our customers.

SysAid Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
Not Rated
Service-level management
10

Using SysAid

7 - Information Technology
3 - They are Information Technology professionals ranging from Help Desk to Global IT Manager
  • Asset Tracking
  • Ticket Tracking
  • Customer Portal
  • Patch Management
  • Remote Control Capability
  • Workflows to enhance productivity
  • Project Management
  • Onboarding/Offboarding
  • Allowing more IT personnel from other locations access
We will definitely renew our subscription as well as adding additional locations to the cloud.
Symantec Advanced Threat Protection, Microsoft 365 (formerly Office 365), Veeam Backup & Replication, Cohesity Helios, SentinelOne

Evaluating SysAid and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
Single most important factor was the product features coupled with the price of the product. Cheaper then the majority of others we looked into.
None at this time
SysAid was the one product that had every ITSM tool that we needed, was a single application, and offered at an affordable price.

SysAid Implementation

It probably took us longer than most to get things setup, configured and used because of our companies fear of change.
  • Implemented in-house
Yes - Weekly call that allowed us time to prepare for the next steps.
Change management was a major issue with the implementation
  • user adaptation
  • changing users mindsets to submit requests

SysAid Training

  • Online training
Our setup and onboarding was fantastic.
The training and onboarding that we had was fantastic and very helpful.

Configuring SysAid

Very complex setup with a lot of options in different menus
Use the SysAid onboarding team to help get things setup. If you dont, good luck!
Some - we have done small customizations to the interface - Very easy to do the customization.
Some - we have added small pieces of custom code - not too difficult for what we wanted to do.
None that I can remember.

SysAid Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
We do not purchase premium support nor did I know that it was an option.
Yes - Yes
During the onboarding process

Using SysAid

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Convenient
Requires technical support
  • Asset Management
  • Ticketing submissions for customers
  • Initial Setup takes a lot of time and dedication
  • Workflows are not easy to setup but help from their onboarding team was awesome
Yes - Not an app but just using a mobile web browser

SysAid Reliability

It is very easy to add more locations and technicians to our instance since it's in the cloud.
No unplanned outages that we have experienced so far.
Pages load quickly and are very responsive.

Integrating SysAid

Have not had to integrate at this point
  • Anydesk remote support tool
Not that I am aware of.
  • File import/export
none
n/a

Relationship with SysAid Technologies

Easy to communicate with no sales pressure.
Fast response when needed.
1 year term
none

Upgrading SysAid