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With cloud hosted SysAid, they handle the Upgrade ~
Updated August 30, 2023

With cloud hosted SysAid, they handle the Upgrade ~

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

Software Version

Help Desk

Overall Satisfaction with SysAid

We currently use SysAid as our organization's primary helpdesk solution. We also perform inventory tracking on the platform. The system is used by multiple departments to resolve both internal employee and external member cases. We maintain an internal change management tracking log that we have tied into our SysAid cases for managing change approvals. Overall, the platform is able to handle service requests, escalations, and asset tracking with minimal support required.
  • Service requests and escalations
  • Cloud-based, dependable platform for initiating and tracking service cases.
  • Affordable and reliable system that out-performs many traditional helpdesk platforms.
  • Our organization attempted to implement the change management features but were unsuccessful in accomplishing this. We will attempt again in the future.
  • Some service cases remain unassigned after a long period, which may be a configuration issue on our end.
  • Microsoft Teams integration has improved adoption.
  • Microsoft Teams has simplified the ticket creation process.
  • SysAid has helped our IT Department maintain appropriate controls and documentation that meets audit and regulatory requirements.
Information Technology has created various help guides and documents that assist our employees when implementing tickets. Microsoft Teams integration has created a common, known platform where end users are able to submit new requests or follow up on existing cases in an easy-to-follow workflow. SysAid templates have also simplified the creation of new requests, as well as the routing of cases to the appropriate internal IT or department resource.
The SysAid platform replaced our previous ticketing system, and we were up and running in a couple weeks. The transition from on-prem to in the cloud was seamless to our end users, with the majority of the transition completed by Information Technology over a weekend. The Microsoft Teams rollout has been relatively easy, although it has afforded us the opportunity to clean up some of our existing templates and workflows that we were not using.
My recent experience with a service desk platform was using ManageEngine's ServiceDesk Plus solution. SysAid stacks up well against this solution, and I tend to appreciate SysAid more due to it being a cloud solution and for the Microsoft Teams integration. SysAid is also more affordable and easier for end users to adopt.

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 has supported our organization as we have grown to 1 billion. The platform is cloud-hosted, and with new Teams ticketing capabilities, it aligns well with our company now and into the immediate future. As we continue to grow, we will need to determine if the platform can scale up and continue to support us.

SysAid Feature Ratings

Incident and problem management
8.4
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
8
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

Evaluating SysAid and Competitors

  • Cloud Solutions
  • Ease of Use
SysAid was our team's first service management solution, and we initially liked the ease of use and ability to adapt the software to the needs of multiple departments through workflows. With the migration to Microsoft Teams and the cloud, the product has become even easier to maintain within our environment.
If time were not a factor, we would have wanted to better leverage the SysAid platform for other areas of our technical operation. We primarily use the service management component, however asset management, problem management and change management adoption would help our technical team and business areas streamline our operations.