Loving SysAid is so easy!
May 19, 2022

Loving SysAid is so easy!

Mercedes Deases | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

I have used SysAid to change our onboarding and out-processing to a workflow instead of a painful paper process. The paper process causing the company hundreds of dollars a week and this is a non-profit organization. The workflows route information to the appropriate departments for maximum efficiency. We also use it for a helpdesk for submitting incidents, and as a ticket system.
  • Provides online support
  • Knowledge base articles to help with setting up and building workflows
  • Support techs are very nice and helpful
  • The workflows are extremely time consuming to build
  • The filtering for the dashboard doesn't work properly
  • Improved employee satisfaction with IT - able to get things done quicker
  • Major cost savings since moving from paper processes
We do not use the automation tool but did have a meeting with one of the reps about it to see if it would work for us. Unfortunately, it is not something that we would need to use. However, I have created several workflows and it has helped streamline all HR and IT processes!! IT and HR are not working efficiently, together, like ever before.
The product was set up in a couple of days (lots of people needed assistance) and was used immediately after. It is very easy for employees to open an incident and they can even go back in and close it themselves if the issue resolves itself.
I prefer to use SysAid because the interface is better, easier to read the information, and easier to filter. I used Salesforce for several years and definitely prefer the SysAid tool

Do you think SysAid delivers good value for the price?


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?


Would you buy SysAid again?


Adobe Acrobat DC, HelloSign, Google Workspace (formerly G Suite)
SysAid is a very easy-to-use ticketing system. It's pretty difficult to set up any other aspects of the software though. The support techs are very quick to answer any questions I have had and there are even videos on the website for step-by-step help. I would highly recommend for companies use the system for managing helpdesk tickets.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Service-level management