SysAid

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?

The ease with which it integrates into the user support response.

What do you dislike about the product?

I like the way the catalog is managed, although it requires detailed configuration to be able to integrate the list of products that is already available.

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

Help identify and classify all user requirements in a simple and reliable way on a daily basis.

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.

What do you like best about the product?

The standout feature of SysAid is the agility of its automation engine. Unlike other enterprise tools that require a steep technical learning curve, SysAid allows us to configure routing rules and logical workflows very intuitively. The ability to have IT Asset Management (ITAM) natively integrated into the ticketing system is a true game-changer. It allows our team to diagnose hardware or software issues without switching consoles, which significantly accelerates our technical response time and improves overall efficiency.

What do you dislike about the product?

While the platform is extremely robust, the administrative interface has maintained a somewhat traditional design that could benefit from a more modern, 'cleaner' UI update. Additionally, while the reporting is deep and granular, building highly complex custom reports requires an initial time investment to fully master the available variables.

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

We are primarily solving the fragmentation of information. Previously, our inventory and ticketing data lived in separate silos; with SysAid, we have centralized the entire asset ecosystem. This has benefited us by reducing the Tier 1 operational load through the Self-Service Portal, allowing my engineers to focus on more strategic infrastructure projects. Furthermore, the visibility we now have over license compliance and warranty lifecycles has greatly improved our annual budget planning and audit readiness.

What do you like best about the product?

The AI Agents are amazing, very helpful!

What do you dislike about the product?

No current Mobile solution, very frustrating.

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

We are currently using it for multiple Depts, from IT, HR, Payroll, PLC Support and more.

What do you like best about the product?

What I value most about SysAid is its ability to centralize the management of incidents, changes, and assets on a single platform. The automation of workflows and rules significantly reduces the time spent on repetitive tasks, improving the efficiency of the IT team.

What do you dislike about the product?

The costs are high, but it greatly improves efficiency.

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

With SysAid, we have centralized all management into a single platform, which allows us to have complete traceability of each ticket, automate assignments, and reduce manual errors. This translates into a significant reduction in resolution times and a clear improvement in team organization.