SysAid is loved in our company I couldnt find abetter solution.
July 02, 2025

SysAid is loved in our company I couldnt find abetter solution.

Iohann Tachy | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

ITSM

Overall Satisfaction with SysAid

SysAid helped us manage all of out IT assets. We always had much trouble keeping good track of them. It also helped us greatly with our HelpDesk needs, and it also even has a built-in remote desktop solution, making us save a lot of money with external remote desktop solutions.

Pros

  • Asset management of different types of equipment
  • Helpdesk solution with great customization of forms and options
  • Built-in Remote desktop solution
  • Integration with other systems

Cons

  • The built-in remote desktop sometimes is a little slow
  • Even if it has a good responsive UI, a native Android app would be nice
  • Better Managment UI response times
  • Our clients are very happy with the faster response times
  • Our IT department has all the company assets organized
  • We can unify all our needs in one solution
Some of our clients can use the built-in FAQ tool for solving their problems themselves, so when they try to open a ticket, SysAid suggest articles that the end-user can read to try solving their problems or answering their question with no need for human interaction. Our workload was greatly reduced.
After a day of customization, we could already start using SysAid helpdesk and asset management, and within a week everything was 100% perfect and customized for our needs.
With one internal webinar we were able to successfully train our employees on how to use the self-service portal so they can open new tickets to our IT staff.
SysAid has much better customization tools for workflow and the ticket form, which were very limited in the competitor product. We had greater online support, and that greatly helped us to customize much faster our environment.

SysAid also has Remote desktop solutions built in by default, and everything can be configured in the system UI, not needing to alter configuration text files.

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

It's great for Companies and IT departments with the need for a heavily customized Ticket form, options and layout. It even has a workflow-based customization tool for the flow of the ticket.

I think maybe it's a little overkill for very small IT departments and companies, with very simple requirements.

SysAid Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
9
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.7
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
9
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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