Honest Opinion of SysAid
September 08, 2022

Honest Opinion of SysAid

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

Software Version

Help Desk

Overall Satisfaction with SysAid

We use SysAid to resolve internal and external IT technical queries. We also use the software for development tracking and software changes. It is also sometimes used for change control procedures. This system has a lot of functionality that we still didn't even touch. We are currently looking at integrating it with our SCCM system.

Pros

  • Asset Management.
  • Automation rules on incidents.
  • Can fit into any company with customization.

Cons

  • Make templates more user friendly to customize.
  • Make documentation easily accessible.
  • SysAid helped reduce the MTTR significantly.
  • Customer service resolves issues quickly and sufficiently.
  • Automatic ticket assignment.
The automated workflows helps to improve the MTTR significantly and helped our company to easily work with our developers. The workload got reduced tremendously with automatic ticket assignment and changes made on tickets. Our company still has a long way to go to use the full functionality that is available on SysAid regarding the automation of server tasks.
As soon as the system was set up you can easily use it as is. However, changing SysAid to match your needs and using the more advanced features is very difficult and time-consuming I found. Once you figured it out and remember it, it becomes easy to administer and change as needed.

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 very customizable. The custom options make SysAid a fit for all, but it gets complicated quickly. Routing rules on different email accounts and reports on tasks can be difficult to set up. If you work with it every day and play around every day, it becomes easier, but the starting point is rough.

SysAid Feature Ratings

Incident and problem management
6.2
Organize and prioritize service tickets
8
Expert directory
8
Service restoration
5
Self-service tools
7
Subscription-based notifications
3
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
5.0
Configuration mangement
5
Asset management dashboard
5
Policy and contract enforcement
5
Change management
7.0
Change requests repository
7
Change calendar
7
Service-level management
7

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