I would recommend SysAid
Updated April 28, 2025
I would recommend SysAid
Score 8 out of 10
Vetted Review
Verified User
Software Version
ITSM
Overall Satisfaction with SysAid
We use SysAid as our ticketing system for 3 different groups in our IT department and for our HR service center. We plan on expanding it to our finance service team as well.
It has helped track and streamline services provided by IT and HR staff such as employee onboarding.
It has automated active directory user account creation with SysAid's Automate Joe.
Automatic text entries allow us to deliver standard communications from all staff.
It has helped track and streamline services provided by IT and HR staff such as employee onboarding.
It has automated active directory user account creation with SysAid's Automate Joe.
Automatic text entries allow us to deliver standard communications from all staff.
Pros
- Automation
- Customization
- Support
Cons
- Better options for tracking time
- Less turn over of account reps
- Reduced email flow
- Automated work
- Improved reporting
SysAid's Automate Joe has helped take some of the workload off our staff. We love the self service portal and need to beef up our KB to allow staff to resolve more issues on their own.
SysAid is better than our previous ticketing system in almost every aspect. The only thing our old system did better was time entry for our staff.
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?
I wasn't involved with the selection/purchase process
Did implementation of SysAid go as expected?
Yes
Would you buy SysAid again?
Yes
SysAid Feature Ratings
Using SysAid
We are an industrial service company specializing in non destructive testing. We have offices across North America and the United Kingdom.
2 - SysAid is very customizable and admins can configure a lot of settings without involving SysAid support. The reports are easy to configure as is the self service portal and categories. The new AI chatbot is very easy to set up and configure.
- AI Chabot
- Automation
- ITSM
- HRSM
- Automation
- AI
- Adoption from other functional groups (HR/Finance)
- More AI tools
- More adoption from other functional groups
Evaluating SysAid and Competitors
Yes - We replaced ConnectWise Manage because SysAid was cheaper and had new automation features that we wanted to implement to help free up our staff.
- Other
Automation was a key factor for us moving to SysAid as it would allow us to free up our helpdesk staff to do more meaningful work.
I would consider additional products and I would review customers from all products to see how other companies like the product
SysAid Support
| Pros | Cons |
|---|---|
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 |
I don't think there are different levels of support with SysAid
Yes - Yes it was resolved within a few weeks as it was not a bug in our production environment I found that this resolution time was ok
When we first started with SysAid we had the best implementation specialest named Ben Perry. Ben always went above and beyond to host on the spot support sessions and help fix any issues and requests we had right away.
Using SysAid
| Pros | Cons |
|---|---|
Like to use Relatively simple Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | Difficult to use Requires technical support |
- ServiceDesk
- AI Chatbot
- Workflow Designer
Comments
Please log in to join the conversation