Great product with strong ROI.
Updated September 09, 2024

Great product with strong ROI.

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

Software Version

ITSM

Overall Satisfaction with SysAid

We use it for ticketing and asset management, change management, and Patch Management. The only issues we have are the reporting. Built-in reports need some work and it is difficult to create custom reports. AI Chatbot is amazing!

Pros

  • Asset management.
  • Ticketing
  • Change management.
  • AI

Cons

  • Built in reports
  • Agent service crashes.
  • Monitoring
  • Quicker MTTR.
  • Knowledge base.
  • Service catalog.
  • Fresh
SysAid was better at including multiple modules than the competition. We also like the licensing options and price better than the competition.

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

Excellent for incidents, requests, and problems, as well as for change management. This is a good ITSM package.

SysAid Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
Not Rated
Change management
10.0
Change requests repository
10
Change calendar
Not Rated
Service-level management
10

Using SysAid

3000 - IT, finance, operations, production, logistics, other
  • AI
  • Ticketing
  • Asset Management
  • AI features
  • More automation
  • Increased AI
It is been a great product for us and it continues to get better with the enhancements.

Evaluating SysAid and Competitors

Yes - Don't remember
  • Cloud Solutions
  • Scalability
  • Ease of Use
  • Other
All of the different modules are that are part of SysAid.
We would pick SysAid again.

SysAid Implementation

They have a great implementation team
  • Implemented in-house
Change management was a minor issue with the implementation - There was a learning curve for admins and end users.
  • Getting routing set up tailored to our organization

SysAid Support

Support has been very responsive.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
N/A
Rebuilding of an onboarding template that was accidentally deleted.

Using SysAid

Very user friendly
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Ticket management
  • AI Chatbot
  • Built in reports

Comments

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