SysAid is One of the Simplest and easiest Ticketing tools
January 15, 2025

SysAid is One of the Simplest and easiest Ticketing tools

Vijay Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

SysAid is the primary ticketing tool used in my organization.
I am one of the major Administrator in SysAid
I worked with SysAid support to migrate the services to cloud.
After cloud migration the response is faster, and we are able to create tickets in much lesser time. We are able to seamlessly pullup daily, weekly and monthly reports without any delay

Pros

  • Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk
  • Tickets get refreshed faster. There is no latency
  • Easily trainable to new staff
  • Integration with MS Teams

Cons

  • Whatever we implemented inside SysAid, everything seems to be working fine at the moment
  • Time has reduced to open and close tickets.
  • MTTR has reduced considerably
  • Improved customer satisfaction
  • Self-service portal has improved user interaction
  • SysAid Copilot AI Chatbot is very helpful to end users
New AI Chatbot is very useful - SysAid copilot, Chatbot predicts the solution much faster. Implementation of AI Chatbot has helped the end users without relying on calling the ServiceDesk. It is useful in generating clear reports to analyze the Data more efficiently. Optimized the ticket categories and ticket routing rules to reduce Response time on tickets.
We created routing rules for different categories in SysAid, so the manual interaction was reduced. When an end user submits a ticket, it goes to the respective teams directly. Due to this implementation, response times have reduced. We integrated SysAid into Microsoft Teams platform which made it easier for end users to create tickets and find resolution

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

They are a professional team with experts who have expereince in cloud migration. We gave them our requirements and they helped us to implement and test it. Throughout the Testing & implementation, they were highly professional and guided us in each step.

SysAid Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
10
Self-service tools
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management ()
Not Rated
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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