SysAid HelpDesk Spaces
April 03, 2025

SysAid HelpDesk Spaces

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

We use SysAid as our HelpDesk system. It's help us greatly with remote / hybrid workers being able to access the Cloud System easier / faster than our old On-Prem we replaced

Pros

  • Cloud Based
  • Very Customizable
  • Built in Ai Features
  • Built in Knowledge Base

Cons

  • Ticket Search doesn't provide great results
  • Customizing / Deploying took quite some time to learn and adjust
  • A lot of features they have are "feature release" as they are migrating from their Classic System still
  • Employees love the Ai feature
  • Having multiple categories makes it easier for employees to select the right template to start with
Using Ai & the built in Knowledge base has allowed our employees to find answers to their questions before opening a ticket. It has reduced our ticket numbers quite a bit compared to our last system
It took a lot longer to implement that I thought it would, and compared to our previous HelpDesk system. There is definitely a learning curve to it, but working with their implement team was great, and helped a lot. The specialist I worked with was very knowledgeable and answered all my questions or found out the answers I needed.
I find SysAid system much better than the Spiceworks cloud version in that you can actually customize it to your company needs. Spiceworks is a great free system, but limited by lack of customizations

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

Works great as a cloud based system. Their Ai system is nice to find answers quickly without having to open tickets.

SysAid Feature Ratings

Incident and problem management
8.7
Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
9
Change calendar
9
Service-level management
9

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