SysAid Great ITSM software
Updated August 25, 2025

SysAid Great ITSM software

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

Software Version

ITSM+

Overall Satisfaction with SysAid

We use SysAid in the organization for help desk, asset management, remote control and IT activity analysis solutions. The product is being used to Centralized our IT related issues and help us respond to all the IT issues in a timely manner. We are also able to better track our asset and provide assistances to our users remotely.

Pros

  • Categorizing of each service request type as incident or request
  • Providing weekly Analytics on the service portal

Cons

  • Improvement of the Asset Management. The Client Application should be able to pull more information on the asset
  • Quick Response time by IT Team
  • Greater insight for senior management on what is happening in the IT Department
We are still in the early stages of using SysAid. Therefore, the AI still gathering information.
We were able to start using SysAid immediately. We did a phase implementation. We did one location first. After a week, we started using it at the other locations. We are satisfied with the results we are getting so far.

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

Persons can send tickets via email or logging into the portal. Hence the process of sending tickets is well suited for our environment. SysAid is also able to send weekly analytics reports. This will allow us to see how quickly tickets are been resolved. It also allows management to see how many tickets are sent to the IT team and what categories these tickets are related to.

SysAid Feature Ratings

Incident and problem management
8.9
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
8
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
9.3
Change requests repository
9
Change calendar
9
Service-level management
10

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