SysAid Review
September 18, 2024

SysAid Review

Andy Willby | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Help Desk

Overall Satisfaction with SysAid

We utilise SysAid as a helpdesk System within the education section for both staff and learners as well as using the Asset Management database to track our assets

Pros

  • Customisation
  • ticket routing
  • ticket escalation

Cons

  • activity timing issues - if not entered correctly the ticket has to be recreated
  • Improved satisfaction within the organisation due to transparacy and speed of the resolution
  • Currently in the midst of migrating to the cloud which will give back resourse to our local servers

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

Working in an environment with over 200 users and only a small team of administrators, SysAid allows us to keep track and escalate tickets in a timely fasion resulting in customers recieving a better experience.

SysAid Feature Ratings

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

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