SysAid

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?

The frontend is Easy to navigate (user friendly interface)

What do you dislike about the product?

I struggled to connect to the API backend. Although a developer’s manual was shared, it still took me a while to understand and extract the specific data I needed for consumption.

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

Sysaid provides a ticketing system that helps my organization resolve issues by assigning them to the appropriate team for handling and resolution.

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.

What do you like best about the product?

I like SysAid's simplicity and its agentic approach to request and incident management. The agent embedded in SysAid helps in providing first-level resolution to often re-occurring issues, and the interface is simple to use, even for first-time users.

What do you dislike about the product?

There are instances of improper routing of tickets, and there are instances of tickets not reflecting in our queue, but it is reading on the servicedesk side of things.

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

I use SysAid for managing user challenges with platforms and change management. It solves recurring issues with its simple interface and embedded agent providing first-level resolution.

What do you like best about the product?

I like the ease of building flows and managing ITSM with SysAid. I also appreciate the freedom in building workflows and the ease of creating custom queues.

What do you dislike about the product?

The smartphone app is very basic and does not have all the features of the desktop version.

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

I use SysAid for centralized ticket management, organizing access flows and permissions, as well as managing assets. It offers freedom in building workflows and ease in creating customized queues, which makes ITSM management more efficient.

What do you like best about the product?

The ability to automate the ticketing process and their AI feature that helps with the solving of tickets. It also provides performance insights on a weekly basis. Hence allow us to keep track of what is happening in our IT department. It also has a self-help feature that users can maximize

What do you dislike about the product?

There is a limited to the number of assets that can be added to the SysAid Asset management module based on the license you purchased. It would be good if the Asset limit could be increased

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

SysAid allows us to streamline our ticketing process more effectively. We can also view reports that show how quickly IT is responding to tickets. In addition, SysAid integrates with Active Directory, so once a user is set up in Active Directory, that user is automatically updated in SysAid.

What do you like best about the product?

User friendly design.
Easy to use.
Good connectivity between modules.

What do you dislike about the product?

Sometimes is created multiple tickets on one submitted issue.

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

In our company we used several different ticket system for different department. Now we all is using only SysAid so easy for all to crate tickets across departments. Better analyze of issues through tickets.