Sys-Aid Review
December 06, 2022

Sys-Aid Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

We use SysAid in IT and within facilities. We use it for ticket management as well as change management, asset inventory and reporting. This product has helped us manage our assets, know the software installed on systems, and the version of that software. It allows us to review it and be sure everyone is current. Our Change Management process is now automated with approvals. Each different Change type may have different approvers and once the sub-category is selected the correct template is used and emails go out to the approvers. It has helped us automate the approval process.
  • Help Desk
  • Change Management
  • Asset inventory
  • Support
  • building reports
  • help with building workflows
  • Quicker unlock time as users can unlock themselves with the tool
  • Have KB articles for users to self help
  • Cloud based means no on-site server or upgrades to manage
We have struggled to implement workflows and workflow tools. Our end users are also not using the self service portal to look at KB articles and help themselves. They still prefer to call us and have us fix things for them.
We were able to start using the product within a couple days of implementation. We were also able to import all of our tickets from our old system so that we did not lose our history.
We selected SyAid because it was a bit more robust. It was going to allow us to automate approvals for Change Management. We also hope to automate the onboarding and offboarding process with HR but those workflows seem to be tricky to get setup.

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Did SysAid live up to sales and marketing promises?


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Support to get the basics set up was great. Anything beyond that can be tough. The knowledgebase will help again with basic questions but if you have anything that is specific to your business that you want to implement or set up, there is limited support.
Overall we like the product and for what we are using it for, Help Desk, Change Management, Asset management, it is working well.

SysAid Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
Configuration mangement
Asset management dashboard
Change requests repository
Service-level management