SysAid
SysAidReviews from AWS customer
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SysAid’s Intuitive Automation and Built-In ITAM Boost Efficiency
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.
Amazing, Helpful AI Agents
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.
Simplifies Incident Management, Needs Better Ticket Routing
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.
Ease in ITSM with Some Mobile Limitations
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.
AI-Powered Ticket Automation with Weekly Performance Insights
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.
User-Friendly Design with Smooth Module Connectivity
What do you like best about the product?
User friendly design.
Easy to use.
Good connectivity between modules.
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.
Clean UI and Strong Self-Service, Though It Can Feel Unwieldy
What do you like best about the product?
Self-service portal, AI chatbot and agent integration, clean user interface
What do you dislike about the product?
Unwieldy categorization and grouping. Maybe a better guidance or best practices in this area would help clients keep the problem in check.
What problems is the product solving and how is that benefiting you?
Control over IT processes.
Straightforward support.
Asset management.
Straightforward support.
Asset management.
Automation and Self-Service That Boost Efficiency
What do you like best about the product?
Automation improves efficiency
Self-service reduces IT workload
Self-service reduces IT workload
What do you dislike about the product?
Outdated user interface
Mobile experience limitations
upport inconsistency (user-reported)
Mobile experience limitations
upport inconsistency (user-reported)
What problems is the product solving and how is that benefiting you?
IT support response times are slow, and I’d like to see more automation around ticket creation, routing, and prioritization to help speed things up. Tracking IT assets is also difficult right now, so having integrated asset management with a CMDB would make it much easier to stay on top of what we have and where it is.
Efficient, Intuitive Ticket Management with Fast Search in Sysaid
What do you like best about the product?
What I like most about Sysaid is how efficiently it handles ticket management. The layout is intuitive, the search function is fast, and it is easy to see a ticket's full history in one place. It helps me prioritise issues and work more smoothly.
What do you dislike about the product?
The main thing I dislike is that some parts of the interface feel a bit slow at times, especially when switching between ticket tabs. It still works well but a smoother experience for the user would make daily use even better.
What problems is the product solving and how is that benefiting you?
Sysaid centralises IT support tickets, keeps everything organised, and helps prevent issues from being missed. It makes tracking, updating and resolving requests much easier.
SysAid: Reliable System, Responsive Vendor
What do you like best about the product?
Vendor is on point, system is reliable, when we find a bug or need to adjust/customize some elements, sysaid delivers in short amount of time. We are also included in testing of new updates UI overhauls, additional products etc.
What do you dislike about the product?
Admin panel UI can be overwhelming, visually its not very intiutive until you get used to it, but on the other hand our solution is heavily customized sysaid system as we are robust (15k+ employees/sysaid users)
What problems is the product solving and how is that benefiting you?
It provides service records management, tracking changes on productions. Ease of use, built in notification (emails/teams) reporting tools, integration with Microsoft BI, provides AI chatbot, AI Agents.
Constantly improving, excellent support.
Constantly improving, excellent support.
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