Fully loaded ITSM solution with an amazing support team behind it
June 13, 2021

Fully loaded ITSM solution with an amazing support team behind it

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with SysAid

We use it for our ITSM product, and will be rolling it out for our Engineers and Facilities departments as well.
  • Reporting on trends in your support desk.
  • Customize to your needs.
  • Allow you to have multiple forms.
  • Workflows for new hires that spam multiple team participation.
  • Implementation requires a lot of time and effort.
  • Finding appropriate KB articles.
  • Menu item placement.
  • Negative - having to contact support almost every time I want to do something, so that they can show me where/how to do it.
  • Positive - their support team is amazing and very quick, so when I do need them, I can usually get things done fast.
  • Workflows have added a level of support that we didn't know existed in a product and will be opening up a whole new world of processes we will benefit greatly from.
SysAid takes 10000% longer to implement and configure, but there's power in that. If you need that, then a product like SysAid is better. Again though, it's a large time sink, so if you don't have the time or staff to implement it, you can either pay them to help more, or look for a simpler solution.

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

If you have the budget and need the features that make this product really shine, like chat and then rolling that chat into a ticket, or in-depth reporting, this is a great product. The ability to add features besides just a help desk ticketing system makes this a robust solution.

SysAid Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Self-service tools
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
Configuration mangement
8
Asset management dashboard
8