SysAid is a solid tool with a great team that will support you all the way through
Updated August 13, 2025

SysAid is a solid tool with a great team that will support you all the way through

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

Software Version

ITSM

Overall Satisfaction with SysAid

We had a lot of tickets coming in that required very quick answers, which would take time from my team on important projects. With the AI functionality, this is now a thing of the past. The AI bot will message the user with solutions for their problems if the solution exists in the KB

Pros

  • AI Functionality
  • Integrations with AD and MS365
  • Ease of use for non technical users

Cons

  • SLA is a bit complicated to implement but once is working is solid
  • Permission assignments for admins are not the best to assign if you look to create segregation of duties
  • Faster time to resolve
  • Internal and external users are very happy with the new tool. We expect to receive 30-40% fewer tickets due to the AI sending solutions from the Knowledge Base
The workflows are easy to build and user friendly when an action comes to the user is very customizable on the data that we can pressent to the user. from there we can assign notifications to follow up with the user and my team doesn't have to follow up with the user manually saving us a lot of time every day
we started automating tickets during implementation. The specialist who handled our implementation was extremely helpful and fast to respond. Our users are now fully integrated with the automated tasks, and they love how easy it is to do their steps
The main inconvenience of Service now was the cost and that the application has a minimum on the initial application cost

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

SysAid is very good for all team sizes, it comes at affordable rate. My team and I are making use of the Workflow tools on a daily basis this has saved us hours of manually following up with Managers allowing us to work on other projects. Teams and AD Intergrations were easy to implement and Teams specifically is a big hit in the company

SysAid Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
8
Self-service tools
10
Subscription-based notifications
6
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
8.7
Configuration mangement
9
Asset management dashboard
10
Policy and contract enforcement
7
Change management
9.3
Change requests repository
10
Change calendar
8
Service-level management
10

Using SysAid

302 - We have a wide range of users from every department within the organization actively using SysAid. This includes employees from front-line operations such as warehouse and distribution teams, administrative and support staff, sales and customer service representatives, as well as technical and IT personnel. Even our senior leadership team, including the CEO, engages with the application. The versatility of SysAid allows it to support diverse business functions from managing day-to-day operational requests to facilitating executive level decision-making. Users across all levels appreciate the platform’s intuitive interface, streamlined processes, and the efficiency it brings to their specific roles, making it a valuable tool for the entire organization.
300 - Our IS team has a great variety of skills when it comes to dealing with our users. Patience is important as not all the users have the same technical knowledge level so we need to use different techniques to talk and make sure the user has an overall understanding of the issue and how we are attempting to fix it. obviously technical knowledge is needed aswell how networks work how devices are connected to other devices and the interactions between them.
  • Custom Templates
  • Task Scheduler
  • Notifications
  • AD Azure integration
  • AI integration
  • Project management
  • SMS Integration
  • AI responses and knowledge sharing
  • Asset Management
So far SysAid has meet and in some cases exceeded expectations. For the purposes of renewal is very important that the application covers all the bases that were identified during the Requirements Gathering step of the project. But also is important that the vendor updates and keeps bringing new features to the application. SysAid has been updating constantly and they send notifications with what is scheduled to be updated in the next month

Evaluating SysAid and Competitors

Yes - We were using BMC's TrackIt. We decided to replace it because the application was not up to date with the latest tools in the market. things like Automated workflows and AI integrations were the bigest downfalls of the application
  • Integration with Other Systems
  • Ease of Use
Ease of use. we wanted for our users to have the most powerful tool at their disposal with the best ease of use. We have a lot of older coworkers that might not be as knowledgeable on how computers work and we wanted to make it easy for them to be able to contact the IS department
In honesty I would not change much. our priorities and requirements were clear and we based our search based on those

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