SysAid experience
November 28, 2023
SysAid experience
Score 9 out of 10
Vetted Review
Verified User
Software Version
ITSM+
Overall Satisfaction with SysAid
SysAid addresses the problem of having a centralised view across the IT. It provides many out of the box functionalities and very granular configuration options. With great support team it resolves the problem of open source alternatives which can be difficult to configure in detail with no programming knowledge or system administrator support.
- Support
- Many features
- Extensive documentation
- Configurability
- Rather bad UX experience on admin portal
- Localization issues
- Steep learning curve
- Minor bugs here and there
- Consistent closing of old tickets
- Centralised views/reports
- The negative is a lot of internal time spent to get to know the system well.
The routing of the ticket works very well. It has reduced the number of tickets each admin receives. It is a shame the routing rules are not used in teams integration as well. We have standardized the most common processes which helps reducing the time to resolve a ticket. The workflows work fine but are not the easiest to setup, due to poor UX on admin side. There is a learning curve and big initial input to setup these workflows.
Better support than open source solutions. It provides a better overall design to get an overview of the whole IT system. To configure Redmine you need some programming knowledge or search for plugins and solutions on forums. Sydaid has a proper helpdesk which you can contact at any time. The by weekly meetings are super helpful to keep the progress on track.
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?
No
Would you buy SysAid again?
Yes