SysAid is a great tool for internal Help Desk Support at [...]
December 19, 2024

SysAid is a great tool for internal Help Desk Support at [...]

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use SysAid as our primary IT Help Desk and Ticketing System for internal end-users who are experiencing issues with their technology, whether it be mobile devices, laptops, towers, server issues, and more. We also use it to help users with how to questions and use the AI service as well.

Pros

  • Generative AI
  • Assign Tickets to Admin (IT Help desk staff)
  • Customer Support

Cons

  • Inventory Management
  • Workflows are hard to create, confusing.

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?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

We have used SysAid for over 10 years and we like that they are continuing investing in the product to make it easier and more efficient to use for both our end-users and our help desk staff.

SysAid Feature Ratings

Incident and problem management
7.8
Organize and prioritize service tickets
10
Self-service tools
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
5.0
Configuration mangement
5
Asset management dashboard
5
Change management
4.7
Change requests repository
5
Change calendar
4
Service-level management
5

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