It's alright as a Help Desk solution
August 31, 2021

It's alright as a Help Desk solution

Christopher Sawyer | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

We use it as a Help Desk ticketing system. SysAid is used throughout the organization to submit help requests from software installation to reports of the website not working properly. It helps us keep requests/tickets organized and to meet associated SLA's. It also aides in getting the ticket to the appropriate team.
  • Email integration
  • Request form templates
  • SLA notifications
  • Admin interface needs simplification
  • UI in general needs updating
  • Easy to create too many email notifications
  • Improved ticket resolution time
  • Ticket data useful for audits
  • SLA accountability
  • BMC Helix ITSM (Remedy) and Jira Service Management (Jira Service Desk)
I like SysAid more than Remedy as it is much simpler to use and admin. Remedy is too confusing and busy for me to get much out of it.
I like Jira Service Desk more than SysAid as the UI is more modern and I was able to create automations.

Do you think SysAid delivers good value for the price?

Not sure

Are you happy with SysAid's feature set?


Did SysAid live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?


It is just okay on my opinion. It will do what you need it to do as a Help Desk system but I don't particularly enjoy using it. It is clunky to me and too busy on the admin side with no real bells or whistles. Not the best or worst in its category.

SysAid Feature Ratings

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