Functional and easy
May 23, 2022

Functional and easy

Ariella Recarte | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

Easy to use and configure. We use it for incident and petitions management. The difference between these two is the variety of categories that we can create to have a clear vision of who is responsible for solving and attending and how long he/she should take. We haven't explored their reports much because we connect to its DB with Power BI and developed dashboards to keep track of our SLA. Its DB structure is easy to understand and to use as an input to data analysis software.
  • Definition of clear service catalog.
  • Record of time of response and time to repair.
  • Easy end use templates.
  • It does not have the option to select half days for the day with exception of the functioning time.
  • Some users get confused with the button apply and save.
  • Allowed us to get to a 95%+ compliance with our agreed SLAs.
  • Clients have seen the difference in our service time and attentions.
SysAid has been the only service desk we have used.

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 has been the tool we've managed to configure in companion with Power BI, to measure and keep track of our SLA compliance. We also used it as our change management tool for a time but we needed something different, yet it helped us while defining the tool.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Not Rated
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
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated