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SysAid - Great Features, Added Benefits, we would buy it all over again!
Updated October 28, 2022

SysAid - Great Features, Added Benefits, we would buy it all over again!

Robert Henry | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We utilize SysAid as our IT Service Desk ticketing tool to help support our business colleagues. All incidents and requests are entered by the business into the application.
  • ITSM Ticketing Application.
  • Asset Management.
  • Password Reset.
  • We are finding it difficult to create certain reports that we would like to develop.
  • Provides excellent visibility to all our tickets.
  • Very easy to see the priority of tickets and any breaches.
  • Password reset functionality has saved multiple hours and aggravation.
Our end users enjoy being able to complete their own tickets. We are looking into creating more workflows and automating processes.
Very quickly. We did have a few hiccups trying to work with Asset Management but they were resolved by support.
  • BMC Track-It!
SysAid is far superior

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

SysAid is a very intuitive, user-friendly ITSM system that is easy to access and utilize by our business colleagues. We enjoy the benefits of the Asset Management tool and the Password Reset capabilities are an extra bonus for us.

SysAid Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
10
Expert directory
9
Service restoration
9
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
7
ITSM asset management
9.3
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
9
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

SysAid Support

The onboarding was extremely well done and SysAid has always been quick to support when we have made a call to them.
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
No we felt we didn't require it.
We were struggling a bit with implementing Asset Management and the support team came to our rescue.

Using SysAid

SysAid is very intuitive, easy to use, and has many great features. My team and I saw demos from 6 different vendors and SysAid was the best of the breed.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Password Reset functionality
  • Asset Management
  • Ticket Escalation
  • There aren't any
Yes, but I don't use it

Relationship with SysAid Technologies

The onboarding was excellent.
We purchased SysAid through a third-party vendor so some of the costs may have been a little higher than if we had purchased it directly from SysAid.