SysAid

What do you like best about the product?

I like that requests are never lost because they are assigned a number. This makes it easy to see the status of each request at any time.

What do you dislike about the product?

that images are not displayed in the ticket

What problems is the product solving and how is that benefiting you?

solves problems on a first-come, first-served basis and I can see the resolution time in the requests

What do you like best about the product?

I really like SysAid; it meets our expectations

What do you dislike about the product?

I didn't like the APIs because they don't integrate very well

What problems is the product solving and how is that benefiting you?

We solved the issue of call management

What do you like best about the product?

I like this AI integration, it helps me a lot to categorize my tickets more easily, it also helps manage time, the interface is very simple to use and integrates very well with my other tools, it doesn't require many resources and the performance is optimal.

What do you dislike about the product?

I would like to have more configuration options, or be able to disable certain functions that I end up not using, my users have difficulty with the chat.

What problems is the product solving and how is that benefiting you?

It categorizes my tickets, making it easier for my IT departments to receive the ticket according to the corresponding department.

What do you like best about the product?

Incident management, request management and their workflows, automations, help with the AI administrator chatbot

What do you dislike about the product?

have licenses per agent, that is, if we are 50 agents, have a license for each one :(

What problems is the product solving and how is that benefiting you?

we have managed to reduce the times thanks to automations, the support has been timely, and the integrations through API have allowed us several internal processes

What do you like best about the product?

The product is still growing and expanding the functionality in the same pace where we need this for our growth

What do you dislike about the product?

It is feature rich and from time to time you need support to define the right parameters to make your customerzation

What problems is the product solving and how is that benefiting you?

Strong processes and perfect documentation and analysis

What do you like best about the product?

What I like most about SysAid is its ticket management and automation features. These make it easier to manage incidents, resolve issues, improve response times, and minimize manual tasks. I also appreciate the reporting capabilities, since they provide useful insights into the support team’s performance.

What do you dislike about the product?

The user interface needs improvement. Although the platform offers many features, navigating through some modules is not very intuitive. Adding more flexibility to report creation would also enhance the overall user experience.

What problems is the product solving and how is that benefiting you?

Sysaid has helped us centralize our IT processes by giving us a single platform for incident handling, service request management, knowledge management, and ticket tracking. It has improved our response and resolution times through automation, and it has increased visibility into support performance through its reporting capabilities.

What do you like best about the product?

Easy to use and to configure. Simple, attractive GUI. Rich features. Strong AI agent capabilities.

What do you dislike about the product?

Limited ability to trigger events based on ticket life-cycle. Overall ticket workflow functionality could be enhanced to provide more capability

What problems is the product solving and how is that benefiting you?

ITSM ticket management, Asset management. Contract management.

What do you like best about the product?

The system is very good when it comes to the ability to customize most aspects of the system to suit your companies needs. The system has a very good AI presence that can be used to help streamline and close alot of tickets that would normally eat up a lot of time. There is the ability to make agents to perform tasks that are repetitive and time consuming as well. The UI/UX seem to be going through a transition that can lead to some clunky configurations but overall the system looks and feels smooth, with changes happening often. I would say the best experience we have had is from the support they have provided. They are very professional and quick to help with any issues that may arise.

What do you dislike about the product?

The largest issue we have at the moment is with the UI/UX changes that are happening. While this is making improvements there are limitations and clunky configurations that happen between the two systems.

What problems is the product solving and how is that benefiting you?

Sysaid is helping to streamline the ticket handling in the team. We are able to use the AI and Workflow features to handle tickets in an quick and professional manor.

What do you like best about the product?

Easy to use and quick to onboard new users, Strong ticketing and incident management features

What do you dislike about the product?

Reporting and dashboards are limited/customisation is difficult

What problems is the product solving and how is that benefiting you?

It improves efficiency, organisation, and response times, allowing the IT team to deliver a more reliable and professional support service.

What do you like best about the product?

What I personally like most has been the integration of the SysAid bot with Microsoft Teams. I am able to track the lifecycle of a ticket created from a familiar workspace. I do not have to switch tabs in order to follow up which I believe is very efficient for me. I am extremely satisfied with that experience.

I also appreciate the fact that in the developer documentation, each API has a ChatGPT and ClaudeAI embedding to assist with code review and further understanding. Absolutely brilliant.

Notifications on every stage of the ticket lifecycle helps to keep me informed of the progress and current status of my tickets

What do you dislike about the product?

- In the developer documentation, there is a lack of a defined entity relationship diagram between each API/dataset clearly identifying primary and foreign keys.

- SysAid chat bot is unable to fetch a list of tickets older than the last 6 months. Interactions with the bot on Microsoft Teams are limited to tickets created in the last 6 months. In order for me to track some past tickets, it will involve heading to the portal and retrieving the information, which defeats 'my' purpose of efficiency.

What problems is the product solving and how is that benefiting you?

From an end-user perspective, SysAid is intuitive, easy to navigate, and user-friendly. The interface makes it simple to log support tickets and follow their progress through the entire lifecycle. I also appreciate the regular notifications and updates, which keep me informed about ticket status, approvals, and closures. The integration with Microsoft Teams through the SysAid bot is a major advantage, as it provides a convenient and efficient way to access the platform and interact with the service desk without needing to switch between tools. Overall, I’m satisfied with the user experience.