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Handy ITSM tool
Updated August 30, 2022

Handy ITSM tool

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

Software Version

ITSM

Overall Satisfaction with SysAid

SysAid is used as a Help Desk tool, but also as asset management. We
implemented the HelpDesk to enable our users to raise tickets properly
with a trackable tool. With SysAid, we sorted the lack of records we had
and now all users are following the system in order to get something
done.
  • Requests workflow
  • Asset management
  • Incident and requests platform
  • [I would like it if the] Due Date [could] recalculate if a ticket has been stopped (awaiting user).
  • [The] dashboard could have more options when creating a new graphic.
  • [The] end user portal [could offer] the ability to customize more info, like font and adding more images.
  • Enabling IT to create workflows
  • Reduction of time spent on each ticket
  • Better communication with end users
We have implemented a couple of knowledge base articles that enable users to look for the solution before raising a ticket. Our IT team can focus on what really matters and help business to grow.
It takes just a few steps down to enable you to get your SysAid running. Help page is a valuable resource and you can get most of the information from there. Once you install the RDS on your server, and the agents on your assets you can review and check your computers and assign them accordingly to who is using that device.
SysAid is a better management tool when it comes to [the] help desk and user experience. You can create your own templates and apply [them] to the wide business. Asset Management is quite simple to set up and gives you a good overview [of] your assets. CMDB is something that SysAid has and the other tool does not have. We can track more than CMDB hardware, but we can keep a log of pieces of software we need to follow up on.

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

Microsoft Endpoint Manager (Microsoft Intune + SCCM), Microsoft Azure Active Directory, Built for Teams
[It] covers [the] day-to-day IT helpdesk, [which is] where you will find SysAid [as] a marvelous tool to manage your tickets and keep users well-informed. Another situation where you can employee SysAid is by notifying users from within the tool that an incident is ongoing and that will avoid users to raise the same ticket several times.

SysAid Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
10
Self-service tools
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
8
ITSM asset management
9.0
Configuration mangement
8
Asset management dashboard
9
Policy and contract enforcement
10
Change management ()
Not Rated

Using SysAid

40 - Finance Services
3 - Mainly service desk supporters with cloud experience. Also a good overview of workflows will help to keep the system well maintained.
  • Onboarding approval
  • Assignment of asset per owner
  • Backlog reporting
  • Notification of incident from within SysAid
  • Webpage customisation
  • Workflow between IT and end-users
  • Automation
  • Teams integration
  • PowerBI integration
Easy to setup and good support team all around the year.

Evaluating SysAid and Competitors

Yes - We replaced SpiceWorks which is a free solution and does not work quite well for our organisation.
  • Price
  • Product Features
  • Product Usability
Implementation and simplicity.
I would not change my selection process with SysAid.

SysAid Support

They are very prompted to help you and keep contact all the time to make sure things are as expected.
ProsCons
Quick Resolution
Knowledgeable team
Kept well informed
Immediate help available
Support cares about my success
Poor followup
Problems left unsolved
Escalation required
Need to explain problems multiple times
Slow Initial Response
No. We did not see this as a gain to the business.
I had an issue on my RDS not syncing with my AD. I raised the ticket and in the same hour they came up with the solution.

Using SysAid

System is very user friendly.